Alison Paxson

Present Lead end-to-end participant services, claims processing, enterprise training, and operational delivery amid major platform migration and operating model redesign.

• Oversee service for 500K+ participants: 450K+ annual multi-channel contacts and 400K+ claims adjudications
• Direct 55 FTE contact center + hybrid onshore/offshore claims teams; manage key vendors
• Spearheaded print/mail outsourcing: reduced staffing 87% while enhancing scalability and reliability
• Designed and executed claims outsourcing strategy: improved turnaround time, throughput, quality, and compliance
• Stabilized operations during enterprise migration: redesigned workflows, staffing, and service readiness processes
• Established governance framework: SLA tracking, productivity standards, and executive operational reporting

• Directed enterprise-wide transformation of contact center operations and service technology platforms.
• Developed and led contact center platform migration strategy and execution
• Implemented AI-enabled support tools: boosted agent productivity and operational efficiency
• Built CX performance frameworks: metrics dashboards, executive reporting, and governance
• Led large-scale change management, training, and adoption programs for technology initiatives
• Led cross-functional teams to develop and implement strategic initiatives enhancing operational efficiency.
• Analyzed performance metrics to identify improvement opportunities, driving process optimization efforts across departments.
• Facilitated stakeholder meetings to gather insights and align on project priorities, fostering collaborative decision-making.

Led global 24/7 customer service organization supporting financial and healthcare benefit products across phone, email, and digital channels. Managed up to 400 employees and $17M+ operating budget.

• Reduced cost per contact 32% via operational redesign, automation, and workforce optimization
• Increased IVR self-service deflection from 22% to 63%: significantly lowered live agent demand
• Improved CSAT from 10% to 68% through service model redesign, enhanced training, and performance management
• Implemented CX frameworks: service levels, productivity standards, quality programs, and issue resolution
• Partnered with product/technology teams to eliminate systemic friction and optimize customer journeys

Led large-scale customer service supporting health and wealth products for 35K+ enterprise clients and brokers. Managed 300+ professionals across multi-channel interactions.

• Elevated CSAT to 70% range by redesigning delivery models, strengthening training, and enforcing performance accountability
• Built high-performing teams through strategic hiring, leadership development, and structured performance management
• Drove workforce planning, operational efficiency, and CX improvements across business units
• Streamlined operational processes through continuous improvement initiatives, resulting in increased efficiency.
• Provided strong leadership to enhance team productivity and morale.
• Improved team performance by providing comprehensive training and fostering a collaborative work environment.