Jacqueline Waltower

Provided senior leadership for inbound call center operations supporting 311/911 systems.

Managed a team of 9 call center managers and 8 supervisors in a results-driven environment.

• Oversaw operations budget, daily KPIs, performance reports, and executive escalations.
• Enhanced key performance indicators including service level and first call resolution metrics.
• Developed standard operating procedures to improve operational consistency.
• Implemented Diversity Leadership Development Initiative to promote inclusivity.
• Reduced overall cost per contact by 15% and increased contacts per hour by 20%.

Delivered performance reports to C-Suite executives for informed decision-making.

Created and implemented end-to-end processes for cross-channel customer experience and governance.

• Managed Utilization Management, ICD 9 coding, and quality assurance audits.
• Oversaw daily operations for eligibility and enrollment services, marketing, and sales teams for Medicare members.
• Collaborated across enrollee services to enhance installation, implementation, client support, and claims processing.

Led consumer experience initiatives and quality leadership to drive operational growth.

• Developed training curriculum and mentorship documents addressing comprehensive training needs.
• Partnered with Medicaid/Medicare Compliance and BI teams to establish standard metric reporting processes.

Oversaw operations for 350 agents across three locations and eight trainers.

• Managed daily functions to ensure optimal performance and efficiency.
• Updated SOPs, KPIs, and quality management documents to enhance compliance.
• Coordinated project timelines, deliverables, and assignments for various initiatives.
• Conducted quality assurance audits and implemented preventive performance action plans.
• Led logistics for quarterly audits, including sample selection and communication of results.
• Facilitated weekly calibration sessions to standardize evaluation processes.
• Administered CSAT surveys and managed QA recognition programs to promote excellence.

Oversaw inbound call center operations with 140 agents, 14 supervisors, and 9 team leads.

• Directed interviewing and hiring processes in collaboration with HR.
• Managed budget for call center operations to optimize resource allocation.
• Supervised IVR/IEX technical support team to ensure system reliability.
• Led QA, training, and workforce management teams to enhance performance.
• Administered vendor contracts and managed temporary staffing solutions.
• Monitored call center attrition and performance KPIs including SLA, CSAT, and NPS.

Oversaw call center operations across four locations, managing 400 agents.

• Directed hiring, interviewing, and recruiting for new BPO contract location.
• Established KPIs for call center performance, attendance, and expectations.
• Managed onboarding processes for Cisco telephony system to enhance communication.
• Analyzed performance data and analytics to drive operational improvements.
• Led workforce management and real-time analysis team to optimize staffing.
• Developed and maintained standard operating procedures for operational consistency.
• Implemented employee engagement initiatives through activities committee to boost morale.

• Oversaw contact center operations for 220 agents across two locations in a union environment.
• Directed strategic planning initiatives to enhance productivity and operational efficiency.
• Led customer escalations team to resolve issues promptly and improve satisfaction.
• Managed communication during power outages and storm escalations to ensure timely updates.
• Delivered weekly presentations to Senior Level Management on performance metrics.
• Supervised IEX/IVR and Genesys technical concerns to maintain system integrity.

Oversaw admissions department for inpatient and outpatient services with 15 surgery scheduling clerks.

• Managed billing policies and requirements for second, third-party, Medicare, and Medicaid.
• Ensured compliance with HIPAA regulations across all departmental operations.
• Established expectations for attendance, performance, and quality assurance standards.
• Completed payroll processing, annual performance evaluations, and staff training initiatives.
• Facilitated weekly performance meetings and conducted individual staff consultations.

Oversaw operations for three call center locations, managing 15 supervisors and 350 agents.

• Increased operational efficiencies by analyzing performance data and implementing targeted solutions.
• Delivered performance reports to senior executives on a monthly, quarterly, and annual basis.
• Directed quality assurance, training, customer walk-in center operations, workforce management, and executive escalations.
• Managed overall budget responsibilities, including profit and loss oversight.