Greg Philibotte

• Led a team of Customer Service Agents who handled Customer Service Inquiries by Email, Chat and Phone calls
• Delivered service level agreement reports and analyzed key performance indicators with team members during one-on-one meetings.
• Supported training sessions for new employees, hiring, quality review and provided feedback
• Managed escalations through case management as primary customer service contact for brand, resolving customer concerns effectively.
• Assisted agents by filling in during capacity issues and developed schedules to ensure optimal coverage.

Led a team of 20 Implementation Managers servicing in multiple regional US Markets. Researched and resolved barriers for team members, ensuring successful system functionality and enhancing support and issue resolution. Reviewed and analyzed project timelines and leading and lagging Indicator reports for team members to assure client satisfaction, prioritizing and escalating accounts as well as load balance. Hold 1 on 1 team member meetings bi-weekly and weekly team meetings to assure key milestones are being met for employee success, addressing concerns, supporting needs, removing obstacles and helping with career growth and work life balance. Oversaw market implementation lifecycle processes based on organizational needs and goals, regulatory requirements and customer demand. Streamlined implementation processes by identifying inefficiencies and best practices, which contributed to reduced project timelines. Interviewed candidates, assigned and balanced book of business and reported team results to Senior Management. Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

• Led cross-functional teams to implement healthcare solutions effectively.
• Developed project plans that aligned with organizational objectives and timelines.
• Coordinated training sessions for staff on new system functionalities and processes.

Streamlined implementation processes by identifying and resolving bottlenecks, resulting in improved project timelines. Collaborated with cross-functional teams to ensure timely delivery of quality solutions for clients. Developed comprehensive implementation plans for complex renewals and new business, ensuring all stakeholders were engaged and informed throughout the process. Managed client expectations throughout implementation process maintaining clear communication about project status and any potential delays. Coordinated with sales teams to identify potential upselling opportunities during the implementation process, increasing overall revenue. Built strong client relationships through regular check-ins and progress updates, enhancing long-term partnerships. Mentored junior implementation managers in best practices for managing projects and clients, strengthening overall team performance. Minimized project risks by assessing potential challenges before implementations, enabling proactive mitigation strategies. Evaluated success metrics post-implementation for ongoing analysis of project outcomes and identification of areas for improvement moving forward. Managed the execution of multiple simultaneous implementations, ensuring all projects were delivered on time.

• Led project teams to implement health insurance solutions for diverse clients.
• Collaborated with stakeholders to define project scope and objectives.
• Developed training materials for staff and clients on system usage.

Increased sales through targeted marketing strategies and strong relationships with key clients. Developed the organization's integrated database to track membership, potential customers, enroll customers into training program, log their usage of member resource materials and track trends. Partnered in developing Organization website. Coordinated activities of multiple volunteer committees Planned monthly programs and negotiated training contracts with instructors. Played a major part in the Annual Safety and Health Conference. Completed and received some grant requests.

• Led regional safety initiatives across multiple states to enhance compliance.
• Developed training programs for staff on workplace safety protocols and procedures.
• Collaborated with local organizations to promote safety awareness and community engagement.