Julian J. Ruedas

• Lead a Product Management team responsible for Humana’s Enterprise Conversational Experience Platform to include Voice (Telephony / IVR), Conversational (A.I. Chatbot / Async Chat / Social), and Data & Insights (Post Call Analytics / Transcription / VoC).
• Enable 100+ contact centers and 35k+ agents globally across a majority of Humana’s businesses (sales, service, pharmacy, clinical, etc.) and augment all mobile & web channels
• Portfolio Budget of ~$30M+ annually (discretionary, excluding software/operating expense)

Key Accomplishments:

• Successfully completed Humana's Avaya to Genesys CX Cloud (CCaaS) migration, a multi-year initiative that migrated 100+ contact centers and 35k+ agents globally, consolidating duplicative voice technologies and unlocking $15M+ in technology savings annually.
• Released the first Digital Virtual Assistant (Chatbot) for Humana Pharmacy via their mobile app, establishing a new conversational self-service channel for CWP members. In addition, subsequently scaled the Virtual Assistant across the entire website increasing traffic 400%+ and more than doubling self-service interactions/containment.
• Released Humana's first asynchronous chat experience, enabling members to continue conversations with Humana 24/7 via the MyHumana mobile app, increasing member satisfaction and chat handle time efficiency by 20%.
• Delivered a successful Predictive Routing test & learn trial led to a scaled production rollout resulting in a 50sec AHT reduction across all queues and $3M+ in annual operational savings for Humana’s Pharmacy Business

• Led a product management team responsible for developing & executing Humana’s Sales Enrollment technology product strategy for all agent distribution channels (contact center & field) supported by 30k+ agents (Internal & 3P).
• Portfolio Budget of ~$12M+ annually (discretionary, excluding software/operating expense)
• Primary Technologies include Microsoft Dynamics & PowerApps

Key Accomplishments:

• Developed a multi-year technology strategy (agent facing) to include finalizing the technology decision to buy over build
• Led an A.I. Agent Assist test & learn leading to vital insights leveraged as inputs into the A.I. Strategy for sales

• Led a product management team responsible for developing & executing the Customer Service Representative (CSR) technology product strategy for the Bank Omni-Channel Sales & Service Contact Center of 6k+ agents (Internal & 3P).
• Accountable for leading a $50M+ multi-year technology transformation initiative to re-platform the Contact Center CRM/Desktop via industry leading case management capabilities and UI/UX for the telephony/chat channels, projected to save $20M+ annually
• Led the migration to a new Conversational IVR platform in partnership with the Enterprise Voice Team.
• Primary Technologies include Pega Customer Service, Nuance

Key Accomplishments:

• Developed a multi-year technology transformation strategy to include business target state, implementation approach/plan, and product roadmap, with alignment and buy-in from key senior executive stakeholders across the Enterprise.
• Secured a favorable long-term contract with an industry leading case management and contact center UI/UX software vendor, strongly enabling achievement of business outcomes and projected ROI of $20M+ annually.

• Lead teams responsible for designing, developing, and delivering transformative programs that improve Operational Leader & CSR effectiveness, enabling exceptional consumer experiences and Contact Center performance.
• Partner directly with and influence Enterprise Executive stakeholders to identify & prioritize key Contact Center capability gaps across people/process/technology/information and align on strategic solutions to address these gaps.

Key Accomplishments:

• Led the design, development, and delivery of a new sales & service framework for USAA’s Banking & Insurance contact centers of 14,000+ agents, resulting in mitigated sales practice risk and increased sales performance.

• Provide holistic business strategy and planning support through program and project management
• Lead the execution of various programs/projects by partnering with Leaders and Executives across the Enterprise to integrate all related strategies and tactics to increase collaboration and reduce overlap/duplication.

Key Accomplishments:

• Led the development of a multi-year strategy and execution roadmap for the Banking & Insurance Contact Center of 14,000+ agents.
• Identified a process improvement opportunity and executed a LEAN project for the Email Center or Excellence (COE) that yielded $407K in certified benefits.
• Spearheaded development of USAA’s first analytical First Contact Resolution (FCR) key performance indicator (KPI) prototype