Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Technology
Other Progressive Leadership Positions Upon Request
Timeline
Generic

Joseph Wierzbinski

Surprise,AZ

Summary

Operations Manager with extensive experience at Deloitte, specializing in strategic initiatives and vendor performance enhancement. Achieved a 15% improvement in quality metrics through effective project management and coaching. Skilled in process optimization and customer satisfaction enhancement in high-pressure settings.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Operations Manager

Deloitte
Gilbert, AZ
03.2021 - 05.2025
  • Strategic Projects team Operations Leader within Deloitte Consulting's Vendor Team management is to support the team's key strategic priorities, special projects, leadership operations with both with the State of Texas and Centers for Disease Control COVID and non-COVID vaccine programs. Work directly with the Senior Leadership to deliver programs that are in service of driving profitable growth for the consulting practice. This will entail engagement with key Consulting leadership and clients offering engagement of portfolio and industry networks to drive strategic changes.
  • Manage BPO vendor performance to ensure service level agreements are consistently met.
  • Provide daily analysis on vendors performance with recommendations in improving performance daily.
  • Work closely with Senior leadership and clients to ensure agents are providing proper guidance to customers
  • Responsible for managing real time adherence with contracted agents.
  • Develop new process streams to improve a high degree of customer fulfillment alignments through Quality Assurance and calibrations that improved performance by 15%.
  • Support strategy efforts by driving execution of cross-commercial strategic priorities with vendor marketing campaigns leveraging full operations support for top priority for our client base.
  • Support strategy efforts by driving execution of cross-commercial strategic priorities with vendor marketing campaigns leveraging full operations support for top priority for our client base.
  • Execute implementation plans for priority projects including strategic changes to improve quality and performance.

Operations Manager/AVP

Talech (a US Bank Company)
12.2019 - 03.2021
  • Lead multiple technical teams in point of sale and call center operations troubleshooting issues merchants may have with their systems.
  • Manage the workforce management department to assess, analyze, and report on employee productivity of technicians, and departmental performance activities to senior management.
  • Conduct real time performance reviews with technical agents on their productivity, quality, and CSAT service responses from our customers and improving this in 3 months by 12%.
  • Conduct team meetings on upcoming projects and promotions to teams and sr. management for clarity and understanding.
  • Developed training plan for company on quality initiatives by using a Call Management Framework (CMF) outline that improved quality and CSAT survey performance.
  • Continuously evaluates procedures, policies, strategies and systems with the goal of maximizing customer satisfaction and retention.

Healthcare Operations Manager

MD24 HouseCall
09.2019 - 10.2019
  • Lead project teams to drive business results to achieve overall business goals set by the CEO.
  • Evaluate statistic data from other managers to develop strategic plans to increase revenue, recruitment of medical staff and patients, and increase the profitability of distribution channel network.
  • Work with sales workforce on developing incentives for referral placements from our medical staff.
  • Charged with ensuring other departments are held accountable to deliver projections of next years forecasting.

Call Center Operations Manager

Centene Corporation
01.2019 - 09.2019
  • Lead multiple teams assigned to customer service functions with multiple plans to meet overall business goals and objectives.
  • Act as the compliance coordinator for the quality to ensure processes are compliance with contractual agreements with the State and Federal agencies.
  • Evaluate and audit performance and identify, implement improvement opportunities by coaching, counseling, and manage workflow to improve performance and productivity.
  • Analyze and advise senior management of personnel, workflow issues, trends, and recommend resolutions.
  • Developed a excel performance spreadsheet to monitor and gauge quarterly guidelines to achieve 20% efficiency by end of the year.
  • Hire, train, and motivate new hires to ensure they understand processes and procedures.

Manager, Customer Service and Sales

Activator Methods International
10.2017 - 09.2018
  • Managed the customer service and sales departments in the facilitation delivery of chiropractic instruments and supplies.
  • Direct the implementation of seminars conducted by the Chairman.
  • Ensure proper documentation and financial directives are applied.
  • Handle all HR processes and directives in conjunction with the CFO and CEO. Developed complete HR package.
  • Drive daily activities for all direct reports in 2 departments providing streamlined processes to enhance performance.
  • Developed new performance appraisal processes and monthly reviews for performance and productivity objectives.
  • Developed a guidelines for job descriptions with step by step instructions on job duties for all jobs in departments.
  • Reported directly to CEO.

Ecommerce Operations Manager

Home Depot
08.2015 - 04.2017
  • Successfully managed the activities of 20+ tier 2 team members in multiple capacities.
  • Responsible for all activities upholding the quality standards of the site while keeping optimum KPI performance.
  • Created quality training materials targeted at resolving difficult customer issues to improving overall quality by 17%.
  • Train all new hires in knowledge of products sold buy Home Depot, and provide logical/mechanical/logistical e support on items needed for their projects.
  • Report all statistical analysis on KPI's, attendance, and product trends. Improved them as needed.
  • Use Net Promoter scores to learn behaviors that will drive strong quality scores.
  • Conduct weekly one-on-one's and team meetings with associates on progress, and injected new ideas that promoted top quality performances nationwide.
  • Conduct all performance evaluations semi-annually/Annually for monetary pay for performance.
  • Top site Operations Supervisor in center in first year and top 5 nationally.
  • Repeated Homer Award recipient

Manager, Membership Services

Care1st Healthcare of Arizona
06.2014 - 10.2015
  • Managed a team of 2 supervisors and 45 medicare/medicaid representatives in an inbound call center medical environment.
  • Drive team performance outcomes, drives support of strategies tied to customer service, adherence to quality standards and performance metrics.
  • Identifies variances and create effective plans, which provide timely resolution to performance gaps. Contributed continuous improvement initiatives by tracking customer issues, identifying patterns and root causes and then executing recommended solutions.
  • Continuously evaluates procedures, policies, strategies and systems with the goal of maximizing customer satisfaction and retention.
  • Build and develop an effective high-performance team. Working through direct reports to ensure competence and continuity of qualified CSR s through optimum selection, training and development, and motivation techniques.
  • Proven ability to meet deadlines and manage multiple priorities and achieving results in a fast paced and demanding work environment.
  • Proven demonstrator to foster a environment of teamwork, customer satisfaction, communication, approachability and empowerment.

Quality Site Manager

Optum
02.2015 - 06.2015
  • Managed multiple teams of 40+ healthcare data processing auditors and 250+ agents between 2 operational sites.
  • Responsible for overseeing all activities needed to maintain high level quality standards for multi-site operations for various contracted programs and State exchanges. To these 2 site.
  • Created and implemented quality planning project strategies for superior quality data input for 250+ agents.
  • Liaison between Sr. Management and Department Operations Managers throughout the organization to ensure that the quality system is performing properly and quality standards are adhered to.
  • Become a change agent to implement needed controls to improve quality and productivity standards for both sites.
  • Report all activities to Sr. Management and contractors on measured performance as required.
  • Conduct weekly and virtual meetings with quality team/management on new initiatives and programs
  • Perform performance assessments on all quality agents connected with each program

Contact Center Manager

General Dynamics Information Technology (Medicare)
09.2008 - 06.2014
  • Managed the healthcare department of 8 contact center supervisors with 100+ healthcare customer service associates in medicare/marketplace (ACA) call center operations division reporting directly under my authority.
  • Interactive in supportive leadership in driving quality and performance goals by interfacing with my supervisors and their direct reports weekly to improve overall quality and other KPI metrics.
  • Collaborated with Executive Management in achieving financial and service level goals to set departmental project initiatives for bonus' and other project initiatives to drive team morale and performance.
  • Planned and implemented action plans to execute goals set by the management team.
  • Report on all production activities while prioritizing resources and production conflicts with CMS and other authorities to resolve any inconsistencies.
  • Work with HR and Sr. Management on actions taken by direct reports that failed to adhere to the policy,procedures, and take corrective action to correct any such behaviors.
  • Developed and implemented plans for incentives to drive employee and management centric initiatives. Represent the program Manager as required on all initiatives and awards back-up during their absence.
  • Top performing manager in network. 4th of 71 managers nationwide. Maintained in top 5 in 2013 and 2014
  • Part of team to set up and open new contact centers throughout nation with the introduction of the Affordable Care Act program
  • Implemented an action committee to drive Voice of the People to drive team engagement initiatives resulting in improving job functional performance improving by 25% in 60days.

Education

Bachelors of Science - Business Administration

Amstead University
Henderson, NV

General - Business Management

Arizona State University
Tempe, AZ

General - Business Administration/Accounting

Glendale Community College
Glendale, CA

General - Honors Graduate

Tolleson Union High School
Tolleson, AZ

Skills

  • Results leader with exceptional analytical ability and advanced technical aptitude Operational management expertise (start-ups, 100 seats) Project and workflow management experience including process definition, improvement, and implementation Knowledge and experience with global business operations, focusing in strategy development and execution of KPIs and Quality performance
  • Contact center operations leadership
  • Coaching and mentoring
  • Extensive healthcare and banking financial experience
  • Knowledge of ISO and FDA
  • Credit and collection Leader for all account payable applications and Fraud prevention
  • Financial Business teams/departments
  • Project management
  • Payroll practices: Laws and implementation
  • CRM development & implementation
  • HR Recruiting/processes in training, development, and on-boarding
  • Virtual Management
  • NPS, CSAT, and other Quality assessment based systems
  • Staff training

Certification

  • Diversity and teams trainer for effective team building. Corporate trainer for diverse management and leadership skills for new leaders coming into the company. Trained in all Lines of Business in Medicare(Gen Med, Claims A & B, DME with Specialist T2(MBS) in all LOB’s. Centers for Disease Control Prevention Operations Leader.
  • GDIT In-house training – Six Sigma Yellow Belt certified – 4/2014

Affiliations

  • Knights of Columbus – Deputy Grand Knight
  • 4th Degree Order – Faithful Navigator and Honor Guard

Technology

  • Excellent Microsoft Office Applications knowledge and Quickbooks formats
  • CMS, AVAYA, NICE, Salesforce, AWS, NPS, CSAT, and many more

Other Progressive Leadership Positions Upon Request

Excellent References upon request

Timeline

Operations Manager

Deloitte
03.2021 - 05.2025

Operations Manager/AVP

Talech (a US Bank Company)
12.2019 - 03.2021

Healthcare Operations Manager

MD24 HouseCall
09.2019 - 10.2019

Call Center Operations Manager

Centene Corporation
01.2019 - 09.2019

Manager, Customer Service and Sales

Activator Methods International
10.2017 - 09.2018

Ecommerce Operations Manager

Home Depot
08.2015 - 04.2017

Quality Site Manager

Optum
02.2015 - 06.2015

Manager, Membership Services

Care1st Healthcare of Arizona
06.2014 - 10.2015

Contact Center Manager

General Dynamics Information Technology (Medicare)
09.2008 - 06.2014

Bachelors of Science - Business Administration

Amstead University

General - Business Management

Arizona State University

General - Business Administration/Accounting

Glendale Community College

General - Honors Graduate

Tolleson Union High School

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