Jason Mercer-Pottinger

Oversee all aspects of global contact center operations, ensuring effective administration of programs, standards, systems, and teams to ensure meet demands for support of company’s diverse portfolio across 3 Global Business Divisions.
• Scaled team from 60 to 200+ seats across three locations, better positioning operation to meet growing technical service and support demands.
• Facilitated continuous evolution of program during increase from 45K patients supported to more than 100K patients and customers supported globally across eight marketplaces.
• Championed shift from third-party support to internal support model, creating separate organization strictly focused on patient experience and generating upward of $6M in savings over six years.
• Launched telehealth program to enable dialysis providers to remotely support patients, with program generating revenues of $200K+ within first year.
• Secured 20% improvement in patient experience scores by championing transformation of global patient and customer support function to realign team to cultivate holistic patient success journey.

excess of 90%.oosted team engagement syear alongside standout manager effectiveness scores in excess of 90%.

Directed strategic operations of global customer service (GCS) programs, defining strategies and engaging teams across sites in providing superior support to internal and external customers.
• Played key role in establishing Center of Excellence for global customer service with focus on upgrade of contact center technology.
• Leveraged tools to maximize service impacts for operations across Europe, Asia, Latin America, and Canada.
• Created new standards for GCS program, enhancing governance while ensuring improved compliance with business policies and external regulations.
• Engaged as subject matter expert in contact center and supply chain operations, advising senior leaders across sites and functions.

Headed initiative to consolidate support service model for both facilities and patients, aligning resources to position teams to meet and exceed standards for delivery of expert service.
• Met objectives for creation of groups to support B2B and B2C operations for all three business divisions.