Justin Hall
Bridgeport,WV
Summary
Strategic Operations Leader with nearly 20 years of experience specializing in vendor governance, performance management, and pharmaceutical contact center operations. Proven expert in managing high-stakes partnerships for up to 50 clients and 1,500 personnel. Adept at driving digital transformation, ensuring GCP/GVP compliance, and optimizing complex workflows through advanced analytics to enhance the customer experience.
Overview
20
20
years of professional experience
Work History
Patient Support Specialist – Team Lead
Inizio
Yardley, Pennsylvania
06.2025 - 02.2026
- Governance & Compliance: Led oversight of service delivery to ensure all patient support activities remained fully compliant with GVP, GCP, and federal regulatory requirements.
- Operational Liaison: Served as the primary strategic point of contact between Client Account Managers and operational teams, ensuring alignment with evolving business priorities.
- Quality & Risk Mitigation: Completed and documented Adverse Events per strict guidelines; maintained audit-readiness plans and escalated system issues to prevent service disruptions.
- Performance Monitoring: Observed quality trends to identify training gaps, providing data-driven feedback to leadership to maintain high-standard service levels.
Command Center Strategist
InfoCision
Akron, OH
03.2020 - 06.2025
- Strategic Vendor Management: Partnered with leadership to set objectives and governance for contact center operations across 50+ diverse client accounts.
- Performance Analytics & KPIs: Expertly oversaw staffing and volume forecasting for 1,500 employees, establishing and monitoring KPIs to ensure delivery aligned with contractual SLAs.
- Digital Evolution: Spearheaded a technology-first approach by modifying dialer settings and workflows to maximize efficiency, identifying opportunities for automation and digital streamlining.
- Financial Governance: Managed end-to-end resource planning and forecasting to meet client performance and budgetary goals.
- Https://www.infocision.com
Call Center Manager
InfoCision
Akron, OH
06.2011 - 03.2020
- Relationship Management: Served as the primary liaison between the Director and center operations, managing day-to-day delivery and resolving significant operational variances.
- Continuous Improvement: Analyzed performance data to identify productivity trends, presenting formal recommendations to senior management regarding recruitment and training opportunities.
- Strategic Problem Solving: Resolved complex client concerns and designed solutions that balanced compliance requirements with cost-efficiency and customer experience.
- Https://www.infocision.com
Call Center Supervisor / Team Supervisor
InfoCision
Akron, OH
07.2006 - 05.2011
- Project Leadership: Managed complex projects and quality assurance programs for a workforce of 100+ employees in a fast-paced environment.
- Process Improvement: Improved center operations by monitoring system performance and executing action plans to meet organizational goals.
- Https://www.infocision.com
Education
Bachelor of Arts - Psychology
West Virginia University
Morgantown, WV05-2006
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Skills
- Vendor Governance
- KPI Establishment
- Business Reviews
- GCP/GVP
- Adverse Event Reporting
- Audit-Readiness
- HIPAA
- Multi-channel Solutions
- Advanced Analytics
- Budgeting & Forecasting
- Resource Planning
- Risk Mitigation
- Change Management
Timeline
Patient Support Specialist – Team Lead
Inizio
06.2025 - 02.2026
Command Center Strategist
InfoCision
03.2020 - 06.2025
Call Center Manager
InfoCision
06.2011 - 03.2020
Call Center Supervisor / Team Supervisor
InfoCision
07.2006 - 05.2011
Bachelor of Arts - Psychology
West Virginia University