Summary
Overview
Work History
Education
Skills
Websites
Accomplishments Summary
Proficiency
Training
Timeline
Generic

John Glantz

Omaha,NE

Summary

Performance-driven leader with 25+ years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.

Overview

23
23
years of professional experience

Work History

Vice President, CX Transformation Consulting & Outsourcing Practice

InflowCX (acquired EPIC Connections- December 2021)
01.2017 - Current
  • Practice leader for CX transformation consulting and outsourcing practice focused on supporting clients with technology, customer experience, customer care, operations and digital transformations
  • Leads consulting team consisting of 10 contract consultants generating over $2.5M in revenue annually.
  • Developed new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.
  • Identified opportunities to improve business process flows and productivity.
  • Collaborated with senior management to develop strategic initiatives and long term goals.
  • Enhanced company profitability by implementing strategic business plans and optimizing operational processes.
  • Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
  • Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs.
  • Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.

Senior Vice President, Chief Operating Officer

InflowCX (acquired EPIC Connections- December 2021)
01.2021 - 01.2022
  • Responsible for day to day management of company operations including Finance, Operations, Marketing and Consulting service delivery
  • Built three-year strategic strategy to double the revenue and profitability of the company – currently performing at 120% of plan to date
  • Developed and launched Managed Services product offerings to drive long-term company growth.

Vice President, Consulting Services

InflowCX (acquired EPIC Connections- December 2021)
01.2018 - 01.2021
  • Practice leader for consulting services business focused on supporting clients with customer experience, customer care, customer operations and digital transformations
  • Lead a team of staff and contract consultants focused on designing, deploying, optimizing and managing contact center operations, technology and process to meet client requirements and industry best practice
  • Responsible for all day to day management functions including client acquisition, engagement team deployment, on-going client oversight and satisfaction.

Senior Consultant

InflowCX (acquired EPIC Connections- December 2021)
01.2017 - 01.2018
  • Responsible for executing specific contact center consulting engagements.

Director, Operations

Optum (Division of United HealthGroup)
01.2016 - 01.2017
  • Responsible for day to day management IB and OB contact center operations focusing on customer service, provider help desk, appointment setting and payment integrity applications across four sites in Bangalore, India, Baltimore, MD, Franklin, TN and San Diego, CA
  • Lead department and staff through effective planning, hiring, performance management, coaching and career development to meet business objectives
  • Responsible for the development and implementation of key strategies and manage the implementation of major projects including process and technology implementations
  • Develop, implement and manage enterprise-wide performance standards for customer service organization
  • Collaborate with enabling partners including Work Force Management and Quality Assurance to ensure efficient and effective service delivery.

Director

Optum Global Services
01.2013 - 01.2016
  • Relationship owner for Optum business executives and managers to develop global labor strategies aligned with business objectives to deliver outstanding performance, quality and innovation
  • Executive responsible for leading cross functional service delivery team to achieve objectives by leveraging collaborating with OGS enabling services such as WFM, OpX and Analytics.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.

Director of Marketing

Cox Business
01.2011 - 01.2013
  • Lead the team responsible for all Acquisition, Lead Generation and Brand marketing efforts for Cox Business in the Central Region (Omaha, Kansas and Northwest Arkansas markets)
  • Responsible for campaign development and execution to drive calls to Inbound and Outbound call center teams located in market footprint.

Director, Individual & Small Group Marketing

Wellmark Blue Cross Blue Shield
01.2010 - 01.2011
  • Led the development and execution of company’s Individual (under & over 65) & Small Group Market acquisition and retention strategies, segment acquisition and retention efforts as well as advertising strategy supporting Field Sales, Partner and Direct sales channels.
  • Increased company revenue by streamlining processes and implementing cost-saving measures.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Drove business expansion by identifying new markets, conducting research, and developing targeted marketing campaigns.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Negotiated favorable contracts with vendors for reduced costs and improved service quality.
  • Secured key partnerships that contributed to the company''s overall growth strategy and market reach.

President

Concentra Solutions
01.2008 - 01.2010
  • Directed all day-to-day business functions including Client Services, Operations, IT and Business Development for business processing outsourcing (BPO) firm servicing a Fortune-500 financial services client base seeking to improve call center performance.
  • Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership.
  • Established and maintained strong relationships with customers, vendors and strategic partners.
  • Formulated and executed strategic initiatives to improve product offerings.

Managing Director, Direct to Consumer Marketing

Nelnet, Inc.
01.2006 - 01.2008
  • DTC marketing leader responsibility for the acquisition of new student loans consolidations for third largest lender under the FFEL program
  • Directed key functions including acquisition strategy and execution, analytics and response primarily through in-house call center operation.

President

TPG, Inc.
01.2004 - 06.2006
  • Managed the development, implementation and execution of strategies to deliver revenue and profit targets for business process outsourcing (BPO) firm, delivering customer experience-impacting business intelligence to a Fortune 500 client base using internal and external call centers.
  • Enhanced company performance by implementing strategic plans and overseeing daily operations.
  • Developed strong partnerships with cross-functional teams for improved collaboration and efficiency.
  • Streamlined organizational processes by evaluating current systems and implementing improvements.
  • Directed change management initiatives that aligned employees with evolving business objectives.

First Vice President, Direct to Consumer Acquisition & Portfolio Marketing

Mutual of Omaha
01.2001 - 01.2004
  • Directed the implementation of new customer acquisition and current customer marketing and retention strategies of a $500MM portfolio
  • Generated $75MM in new premium for life, health and accident insurance products through DTC distribution channels including in house and out sourced call centers to achieve production and profitability goals.
  • Built strong relationships with clients, resulting in increased retention rates.
  • Coordinated cross-functional teams to deliver seamless service and support for complex client needs.
  • Expanded product offerings to meet evolving client demands, enhancing the company''s competitive edge in the market.
  • Continuously improved internal processes through regular review and optimization, increasing overall productivity within the team.
  • Collaborated closely with compliance teams to ensure adherence to all regulatory guidelines, protecting both the company's interests and the reputation.

Education

BS, Business Administration -

Creighton University
Omaha, NE

Skills

  • 25 years contact center leadership & operations experience as a user & provider of service
  • 10 years experience building & managing contact center outsourcing strategy & delivery
  • Specific experience leading 1,000 multi-site contact center service delivery organizations
  • Significant customer experience design, deployment & management experience

Accomplishments Summary

Planned & led migration of 1,000+ domestic cross-functional, service delivery positions to off-shore service delivery locations. Successfully developed & executed new CX strategies that drove double-digit growth & improvement and millions of dollars of impact. Multiple major project leadership assignments resulting in millions of dollars in new revenue or savings. Built & managed large outsourced service delivery organizations. Re-engineered existing processes to improve outcomes and profitability. Realigned teams to improve performance & service delivery. Developed new/enhanced existing relationships to drive growth & capabilities.

Proficiency

  • Microsoft Office
  • Microsoft Project
  • Visio
  • Salesforce

Training

Over 1500 hours of continuing education in business management, planning, budgeting, coaching, interviewing, relationship management and sales technique.

Timeline

Senior Vice President, Chief Operating Officer

InflowCX (acquired EPIC Connections- December 2021)
01.2021 - 01.2022

Vice President, Consulting Services

InflowCX (acquired EPIC Connections- December 2021)
01.2018 - 01.2021

Vice President, CX Transformation Consulting & Outsourcing Practice

InflowCX (acquired EPIC Connections- December 2021)
01.2017 - Current

Senior Consultant

InflowCX (acquired EPIC Connections- December 2021)
01.2017 - 01.2018

Director, Operations

Optum (Division of United HealthGroup)
01.2016 - 01.2017

Director

Optum Global Services
01.2013 - 01.2016

Director of Marketing

Cox Business
01.2011 - 01.2013

Director, Individual & Small Group Marketing

Wellmark Blue Cross Blue Shield
01.2010 - 01.2011

President

Concentra Solutions
01.2008 - 01.2010

Managing Director, Direct to Consumer Marketing

Nelnet, Inc.
01.2006 - 01.2008

President

TPG, Inc.
01.2004 - 06.2006

First Vice President, Direct to Consumer Acquisition & Portfolio Marketing

Mutual of Omaha
01.2001 - 01.2004

BS, Business Administration -

Creighton University

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John Glantz