Hi, I’m
Justin Grubbs
Contact Center Management
Tucson,AZ
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Proven history of creating workplace culture and high-performing teams, continuously surpassing goals while complying with company standards, visions and missions.
Overview
19
years of professional experience
Work History
Tenet Healthcare
National Call Center Manager
06.2019 - Current
Job overview
- Directed all on phone and off phone activities associated with call center operations
- Launched new call center, taking business in house from partnering company, resulting in improved performance by driving key operational effectiveness metrics
- Implemented standardized benchmark process which led to more accurate results
- Instituted call quality management process and tracking to improve patient satisfaction
- Launched additional lines of business after partnering with market leadership, resulting in reduced abandon calls, decreased average speed of answer, increased in scheduled appointments and patient satisfaction scores
- Developed team, worked with them on career path to suit their skills, developed plan with them to get them to their desired destination
- Educated other departments to better understand calls and trends representatives are receiving
- Provided monthly call volume and disposition reports to help identify areas of opportunity
- Ensured staff members are achieving desired service levels and taking corrective actions as necessary, such as adhering to schedules, limiting hold and after call work times
- Analyze forecast reports to strategically respond to forecasted call volumes and customer service needs through work force management
- Identify business risks and opportunities for improvement and develop realistic solutions for consideration by executive leadership
- Developed and implemented knowledge base for call center staff, providing them user friendly access to reference material, workflows and procedures, reducing average handle time and increasing employee satisfaction.
Walgreens Customer Care Center
Operations Manager
01.2006 - 03.2017
Job overview
- Manage daily operations of Mail Service and (PBM) Pharmacy Benefits Management lines of business including phone, email, chat, and issue resolver operations
- Brought E-Commerce line of business in house from vendor, strategically launching in phases based on channel and departmental roles, resulting in planned hiring, training, then eventually cross-training
- Established and ensured adherence to professional standards and excellent customer service practices including company policies and labor relations laws
- Communicated goals and expectations of business owners to all call center staff
- Managed, coached and developed call center supervisory staff
- Actively participated in recruitment and training of call center representatives and group supervisors for all lines of business within call center
- Analyzed forecast (30, 60 and 90 day) reports to strategically respond to forecasted call volumes and customer service needs through work force management
- Coordinated with Corporate Leadership and other departments to implement new changes in existing lines of business
- Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and delivering corrective action when necessary.
Walgreens Customer Care Center
Group Supervisor
01.2005 - 01.2006
Job overview
- Served as support to call center representatives in responding to and resolving complex customer service issues
- Coordinated day-to-day activities of Customer Service Representatives receiving incoming telephone calls
- Served as first escalation point for customer problem resolution
- Anticipated customer needs and proactively identified solutions
- Sought guidance from managerial staff only for most complex and critical or escalated questions or problems
- Provided technical guidance and instruction on complex issues to call center representatives and other supervisory team members
- Monitored development of technical and customer trends and notified management of recurring or high priority issues
- Monitored customer service calls to observe employee demeanor, technical accuracy, and conformity to company policies
- Answered questions and recommended corrective services to address customer complaints
- Provided feedback for purpose of growth
- Managed and coached call center representatives using key performance metrics, providing developmental support as needed
- Maintained detailed records of customer interactions including complaints, comments, and resolution actions
- Maintained and improved overall performance of department through building employee morale, motivating representatives to action, and using constructive coaching/discipline policies of the organization
- Continuously searched for ways to improve current processes through creative solutions
- Identified areas where additional development was required and made recommendations to management on how to achieve excellent results.
Walgreens Customer Care Center
Customer Care Representative
10.2004 - 01.2005
Job overview
- Adhered to Company Policies in regards to phone statistics, customer survey results, quality standards, attendance, and over all employee conduct within a call center
- Answered customer phone calls including taking customer orders, checking order statuses, responding to and resolving customer issues, while delivering overall customer satisfaction
- Met and exceeded required call, productivity and quality assurance goals.
Education
University of North AlabamaFlorence, AL
Certificate from Continuing Education in Leadership
12.2014
McAlester High SchoolMcAlester, OK
High School Diploma
05.1999
Skills
- Data Analysis
- Customer Needs Assessments
- Motivational Leadership
- Employee Engagement
- Workforce Management
- Administration and Reporting
- Call Center Software
- Training Communication
- Professional Relationships
- Continuous Quality Improvement (CQI)
- Constructive Feedback
- Key Performance Indicators (KPIs)
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
National Call Center Manager
Tenet Healthcare
06.2019 - Current
Operations Manager
Walgreens Customer Care Center
01.2006 - 03.2017
Group Supervisor
Walgreens Customer Care Center
01.2005 - 01.2006
Customer Care Representative
Walgreens Customer Care Center
10.2004 - 01.2005
University of North Alabama
Certificate from Continuing Education in Leadership
McAlester High School
High School Diploma