Joe Garretson
Hackettstown,NJ
Summary
Dynamic and results-driven Customer Service executive leader, with over a decade of experience in Customer Support operations, along with significant BPO experience. Proven expertise in leading NPS strategies and global continuous improvement initiatives. An enthusiastic leader who is adept at articulating a compelling vision and leveraging insights to provide an exceptional Employee and Customer experience.
Overview
21
21
years of professional experience
Work History
Vice President Patient Support
Abra Health
12.2022 - 12.2023
- Consulted with Abra Health on centralizing all patient support communications into one Patient Support Contact Center
- Consolidated all patient communications into one centralized, diverse, multilingual Patient Support Contact Center, improving CSAT by 15%
- Led the design and expansion of several Contact Center systems including NICE and RingCentral, while implementing Live Chat and two-way SMS communication
- Partnered with cross-functional department heads to identify opportunities for patient retention and process optimization
- Significantly reduced AHT Average Handle Time from 6 minutes per call to just under 4 minutes per call
- Added new revenue streams through Outbound Recall programs, expanding provider revenue by over $5 million
- Created escalation workflows, reducing response time by 20%
- Improved employee effectiveness through the design and implementation of a comprehensive Quality Assurance program.
Vice President Customer Service
Score Media (acquired by Penn National)
04.2021 - 04.2022
- Envisioned and launched the first 247 US Customer Support Contact Center organization and US headquarters
- Gained a competitive advantage by offering an omnichannel customer experience including phone, chat, email, and SMS
- Launched Zendesk as the primary CRM system and Maestro QA as the Quality Management System
- Partnered with Product Management and Engineering to successfully implement new application updates
- Implemented Google Workspace, Slack, JIRA, Confluence and other Customer Support platforms.
Head of Patient Support Operations
Schweiger Dermatology Group
08.2018 - 04.2021
- Established the overall vision and strategic plan for the Patient Support organization of over 250 employees including two BPO near-shore call center locations in Honduras and Colombia, handling over 6 million transactions annually
- Orchestrated the design and implementation of the NICE CXone platform, resulting in a 25% lift in customer experience
- Quickly launched a remote workforce while maintaining aggressive KPI's including NPS of 82, 3% Abandoned and 90% FCR
- Orchestrated business process improvements resulting in a 25% lift in CSAT
- Developed and implemented a change management strategy for a large-scale technology implementation project
- Prioritized global escalations by implementing strategies, resulting in a 20% improvement in response time
- Increased patient satisfaction scores by 20 points in one year by launching a complex NPS strategy
- Developed and managed strategic partnerships with Marketing, Finance, Business Development, Human Resources, and Integration.
Vice President Customer Service
Publicis Health
05.2017 - 08.2018
- Provided Sales leadership to 5 RMs and 10 DMs with 15 clients and 40 brands
- Maintained key pharmaceutical client relationships generating new business opportunities exceeding 100% of revenue
- Conceptualized and launched a 100 seat, inbound Contact Center for Novartis' Customer Experience Center
- Recipient: JD Power Certification: Outstanding Customer Service 2017/2018
- Supported all pharmaceutical clients utilizing Salesforce CRM.
AVP, Global Contact Center Consultant
Allergan
06.2016 - 05.2017
- Consulted with the CIO on building out a global Contact Center, providing technical support to all Allergan employees worldwide
- Selected a BPO partner to launch a global Contact Center in Sofia, Bulgaria.
Senior Director Patient Support
Mount Sinai Health System
07.2015 - 06.2016
- Provided leadership to a centralized Patient Support organization
- Oversaw 230 employees and started up a new 250 seat Contact Center
- Delivered a 40% reduction in repeat calls by expanding quality standards
- Strengthened the hospital's business through leading the implementation of several Patient Retention initiatives
- Strategized and led complex technology initiatives including WFM, Voice Analytics and Guided Questionnaires
- Cultivated and retained several C-level relationships within the hospital system, along with over 500 Providers.
Senior Director Technical Support
C3i Solutions (acquired by Telerx)
07.2012 - 07.2015
- Provided strategic leadership for the largest Technical Support Contact Center with a combined staff of more than 400 agents
- Led the technical support operations for the largest client, ensuring efficient and timely incident resolution
- Created and implemented best practices, SOPs, processes and tools to optimize support operations
- Monitored and analyzed performance metrics and customer feedback to enable continuous business process improvements
- Generated $13 million in incremental client revenue to $25 million annually
- Created and implemented a customer-centric support strategy focused on FCR and 'Whatever It Takes' service
- Improved overall CSAT scores from 75% to 90%
- Led monthly and quarterly business reviews with key accounts
- Enhanced the customer experience through the addition of 'TechConnect', an onsite support kiosk at 20 Sanofi locations
- Consolidated 26 support centers into 4 global operations for Merck in India, China, Bulgaria and Pennsylvania.
Program Director Contact Center
Xerox
02.2010 - 06.2012
- Provided senior leadership to the Inbound and Outbound Contact Center of over 500 employees and 7 remote sites
- Single POC three strategic, key government clients: MTA, PANYNJ, NYSTA
- Assumed direct responsibility for a $60M P&L and 10 direct reports, while exceeding all operational KPI's including CSAT (95%, FCR 93%
- Abandon 3% and Employee Attrition 15%
- Provided leadership to a group of bargaining unit employees with the CWA
- Expanded Avaya CMS and NICE IEX Workforce Management Systems
- Awarded by the SIEDC as 'The Best Company to Work for In Staten Island'.
Director BPO Support Centers
Pfizer
01.2003 - 02.2010
- Provided operational leadership for a BPO Technical Support Center of more than 250 agents
- Negotiated several Customer Support Services Contracts, reducing expenses by over $1 million
- Identified opportunities to improve Field Force Effectiveness through detailed data analysis and customer feedback
- Partnered with Global Sourcing on a multi-million dollar RFP designed to consolidate multiple vendors
- Represented Sales Operations as the End User Services Lead on a Sales Force Automation transition
- Monitored the operational performance of several BPO outsourced relationships.
Education
Bachelor of Arts - Psychology
William Paterson University
Wayne, NJSkills
- Technology and Innovation
- Extensive experience in IVR design, VOIP, WFM, NPS and global CRM implementations
- Strong Global Leadership
- Collaboration
- Operations Management
- Process Improvement
- Performance Metrics Tracking
- Data Analysis
- Staff Development
- Financial Management
- Client Relationship Building
- Customer Service
- Contract Negotiation
- Account Management
- Strategic Planning
- Recruiting and Hiring
- Customer Relationship Management
- Budgeting and Forecasting
- Change Management
Timeline
Vice President Patient Support
Abra Health
12.2022 - 12.2023
Vice President Customer Service
Score Media (acquired by Penn National)
04.2021 - 04.2022
Head of Patient Support Operations
Schweiger Dermatology Group
08.2018 - 04.2021
Vice President Customer Service
Publicis Health
05.2017 - 08.2018
AVP, Global Contact Center Consultant
Allergan
06.2016 - 05.2017
Senior Director Patient Support
Mount Sinai Health System
07.2015 - 06.2016
Senior Director Technical Support
C3i Solutions (acquired by Telerx)
07.2012 - 07.2015
Program Director Contact Center
Xerox
02.2010 - 06.2012
Director BPO Support Centers
Pfizer
01.2003 - 02.2010
Bachelor of Arts - Psychology
William Paterson University