Gil Leca
Antelope,CA
Summary
A disciplined leader with over 18 years of call center and operations experience. Accomplished in improving customer satisfaction, increasing call center performance, and managing multiple projects. Motivational leader with a strong record of success in building and developing diverse teams.
Overview
25
25
years of professional experience
Work History
CONCIERGE SUPERVISOR – Member Services
WESTERN HEALTH ADVANTAGE
01.2023 - Current
- The Member Services Supervisor is responsible for providing first-line supervision and support to the Member Services Concierge team
- The Member Services Concierge Supervisor will serve in lieu of the Customer Services Manager in his/her absence and provide assistance to the Concierge team and Western Health Advantage(WHA) members as needed
- Promote and adhere to WHA's Privacy and Information Security Programs
- Ensure and verify that all department Workforce Members attend and complete mandatory training
- Inform department Workforce Members that WHA will take disciplinary action up to and including termination of employment or assignment with WHA for violation of these privacy and security policies, procedures, and regulatory requirements
- Also, that strict adherence to the related laws, rules, regulations, policies, and procedures is considered an integral part of their job performance, and monitor compliance
- Support the Customer Services Manager with the development and implementation of the organizational plans, strategies and annual budget
- Review and analyze department actual performance against the targeted performance objectives leveraging company data applicable to the department, available KPI (Key-Performance Reports) and other available performance measurement resources
- Work collaboratively and cooperatively with Customer Services Manager to develop and implement supplemental plans and/or strategies to mitigate departmental performance gaps to stated business objectives and/or targeted KPI (Key Performance Indicator) results
- Support the Customer Services Manager with the process of aligning and documenting the department's business priorities, goals and objectives on a quarterly and/or monthly basis so as to achieve business targets as set forth in the annual business plan
- Monitored and managed day to day call center operations
- Hired and coached 22 on-site and 10 remote member services associates
- Trained employees in company and regulatory requirements to promote HIPAA compliance
- Developed relationships with key stakeholders across all clinic locations to ensure efficient and quality patient care
- Worked with IPA's (Independent Physician Assoc) to monitor key HEDIS measures and drive results
- Resolved patient complained and handled insurance grievances both over the phone and in writing
- Managed implementations of new processes to reduce cost, improve efficiency and optimize company operational performance
- Communicate department initiatives and results to senior level executives
- Accomplishments: Increased call center headcount from 6 to 32 FTE in two months
- Decreased wait time from 20 minutes to 3 minutes
- Decreased abandonment from 47% to 10%
- Created a HEDIS team and managed initiative to meet measures
- Managed Vonage implementation company wide.
BUSINESS CONSULTANT
SELF EMPLOYED
01.2015 - Current
- After leaving Anthem Inc I was self-employed as a business consultant: I collaborated with business owners on general strategies, HR, recruiting, training, and improving customer experience through implementing call mechanics
- Improve efficiency through effective call coaching techniques and measurement
- Improve wait time through effective schedule adherence
- In 2019 I retired.
MANAGER – Member Services
HEALTH AND LIFE ORGANIZATION (Halo)
01.2021 - 01.2023
- Monitored and managed day to day call center operations
- Hired and coached 22 on-site and 10 remote member services associates
- Trained employees in company and regulatory requirements to promote HIPAA compliance
- Developed relationships with key stakeholders across all clinic locations to ensure efficient and quality patient care
- Worked with IPA's (Independent Physician Assoc) to monitor key HEDIS measures and drive results
- Resolved patient complained and handled insurance grievances both over the phone and in writing
- Managed implementations of new processes to reduce cost, improve efficiency and optimize company operational performance
- Communicate department initiatives and results to senior level executives
- Accomplishments: Increased call center headcount from 6 to 32 FTE in two months
- Decreased wait time from 20 minutes to 3 minutes
- Decreased abandonment from 47% to 10%
- Created a HEDIS team and managed initiative to meet measures
- Managed Vonage implementation company wide.
MANAGER II
ANTHEM INC.
01.2012 - 01.2015
- Manage a broad range of services needed by providers and maintain new business
- Other duties included, but were not limited to: Develop/implement complaint resolution procedures and ensures area is staffed and trained to handle inquiries from providers, develop short/long-term customer service objectives and continuously monitors procedures to ensure these are met by staff, encourage staff development/training, stays abreast of state/federal regulations, ensures quality goals and provider satisfaction goals are met, manage the financial objectives in a manner which ensures that service goals are met
- Hire, train, coach, counsel, and evaluate performance of direct reports
- Accomplishments: Six Sigma - yellow belt certified, working on green belt
- Successfully managed Customer Service Associates and Claims Examiners
- October 2012 worked with Work Force Management (WFM), Director and VP, the staffing model was approved
- The team grew from 21 associates to 48
- Initially managed all 48 associates
- April 2014 created a dedicated full service unit (Provider Phones and Claims Processors) task with providing a higher level of service to Share Pricing's sensitive and lucrative entertainment clients such as Motion Pictures Industries, Screen Actors Guild, and Writers Guild
- 2015 successfully hit 100% of all Performance Guarantees
- This achievement saved Anthem millions of dollars in penalties
- Chaired 8-member Work Improvement Committee tasked with center wide process improvement in all units
- Improved Provider Phone Line ASA: 60 min wait time to 5 min wait.
ASSOCIATE DIRECTOR, CUSTOMER CARE
Verizon Wireless
01.2007 - 01.2012
- Manage a team of 8 to 10 Supervisors and 115-130 Customer Support Representatives with multiple disciplines
- Including Tech Support, Bilingual and English Customer Service Teams
- Major responsibilities include: Overseeing the day to day operation of an inbound customer service queue
- Ensure proper staffing levels were met
- Coordinated and participated in hiring needs
- Responsible for achieving call handling results and working with Resource Management to design call routing needs to meet service level goals
- Ensure quality standards were met or exceeded through call monitoring, call calibration with my Leadership Team and analyzing ACS (voice of the customer) feedback
- Responsible for constantly evaluating processes for improvement, analyzed statistical trends and opportunities
- As Associate Director I established an open-door policy and maintained a clear communication channel with my Leadership team
- I promoted a proactive approach to supporting and exceeding the expectations of our customers
- Worked with multiple channels to identify and resolve operational issues
- I was also responsible for maintaining functional knowledge of Human Resources policies and procedures to ensure consistency
- I was fully accountable for protecting company revenue by increasing ARPU and decreasing churn by retaining customers through contract renewals
- Accomplishments: Successfully managed multi discipline team: EDTS (Enterprise Data Technical Support), Global and Customer Service, English and Spanish
- Successfully transitioned Bilingual care into the Area's 1st Latino market retention team
- Coordinated with Area Training to develop and implement training curriculum and training schedules for reps and leadership
- Maintained a 32% save rate and churn under 2% for the Area Latino market
- Moved to EDTS and coordinated with HR and Training Dept to hire and train 44 additional EDTS Techs
- Successfully increased EDTS headcount to 121
- Managed multiple dept within EDTS, two Acquisition Consultants in California and Atlanta, 13 off-line team Leads and 108 inbound tech support
- EDTS Customer Growth 70% increase over 2009
- Implemented Data Sales Manager support program, VZW Executive Support, support for Qtrust, nPhaze, Outsource / 3rd Party Vendor Support Program, First Responder / Public Safety Support Program
- Ranked Top 5 in 11 out of 12 months in 2011
- Ranked #1 Associate Director' in 2011.
SUPERVISOR, CUSTOMER CARE/TECH SUPPORT
Verizon Wireless
01.1999 - 01.2007
- Manage 16-20 call center representatives
- Responsible for interviewing, hiring, coaching, monitoring, and development of team representatives to achieve high productivity and quality
- Collaborate with multiple departments to plan for and deliver on retention promotions and projects, plan & develop customer retention criteria based on customer history
- Responsible for delivering department/business goals, developing retention tools & training material
- Required to be proficient in Call Center Technology -( ICMI training, MS Office, 3CS, RTD, PM Sys, Octel Voicemail, IEX, Vision, ACSS, EROS, COAST)
- Develop supervisor sales goals & targets for increased wireless features, contract renewals, churn, minutes of usage & average revenue per unit
- Responsible for supervisor performance in abovementioned sales goals & targets
- Accomplishments: Increase and maintain a retention team save rate from 25% - 45% within a 6 month timeframe
- Consistently achieved Exceeds Expectations performance rating
- Design & implement new training material for advanced retention team
- Leader of the top performing regional retention team
- Develop & implement first call resolution (repeat caller) process for local call center which was adopted by West Area call centers
- Develop call center transactional survey feedback process which led to increase in customer transactional survey scores from 78% to 82%
- Team lead for customer loyalty program for local call center ~ Responsible for 5 supervisors with the following results: Contract renewals increased by 11.1%, Churn decreased by 1.46%, Minutes of Usage increased by 193 minutes, Average Revenue Per Unit increased by 8.5%.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Skills
- Staff training
- Exceptional communication
- Interpersonal skills
- Organizational skills
- Strong leadership
- Problem-solving abilities
- Multitasking capabilities
- Task delegation
- Resource management
- Cross-functional collaboration
Timeline
CONCIERGE SUPERVISOR – Member Services
WESTERN HEALTH ADVANTAGE
01.2023 - Current
MANAGER – Member Services
HEALTH AND LIFE ORGANIZATION (Halo)
01.2021 - 01.2023
BUSINESS CONSULTANT
SELF EMPLOYED
01.2015 - Current
MANAGER II
ANTHEM INC.
01.2012 - 01.2015
ASSOCIATE DIRECTOR, CUSTOMER CARE
Verizon Wireless
01.2007 - 01.2012
SUPERVISOR, CUSTOMER CARE/TECH SUPPORT
Verizon Wireless
01.1999 - 01.2007
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