Karli Fallos
Wayne,ME
Summary
Results-driven CX leader adept at guiding high-performing teams and implementing strategic initiatives to drive business success. Known for fostering collaborative environments and achieving measurable milestones. Exhibits strong leadership and adaptability to changing business needs.
Overview
16
16
years of professional experience
Work History
Senior Director of Customer Experience
Hazel Health
San Francisco, CA
11.2025 - Current
- Led strategic initiatives to stabilize CX Ops across multiple channels while staying lean
- Developed and implemented operational frameworks to merge School, Family, Physical health, Inventory and Facilities, and Enrollment functions under one team
- Evaluated key performance indicators to inform decision-making and optimize service delivery outcomes.
- Cultivated a culture of innovation by promoting creative thinking and AI integrations
- Oversaw cross-functional teams to drive alignment on organizational goals and objectives.
- Fostered work culture of collaboration and inclusion to increase morale post RIF.
Director, Customer Experience
Synapse Health
Skokie, IL
03.2025 - 11.2025
- Set clear KPIs for answer rate, schedule adherence, call handle time, hold time, call quality and attendance.
- Enhanced team collaboration through regular communication, goal setting, and performance feedback.
- Grew global team from 12 - 120 specialists, ensuring expectations matched those of onshore team.
- Established extensive training for onshore and global team in advance of Expansion to 700k patients.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
VP, Member and Care Operations
Brightline
Palo Alto, CA
05.2023 - 11.2024
- Led a diverse team to complete major operational projects, increasing efficiency and member satisfaction.
- Directed service line operations, collaborating with executive leadership to establish strategic goals.
- Negotiated and managed high-value contracts, enhancing organizational profitability and minimizing risk.
- Achieved delegated credentialing status with major health plans, ensuring compliance with regulatory standards.
- Spearheaded the launch of a government-sponsored mental health program, expanding access to pediatric care.
- Exceeded 8 Member Support service metrics month over month (including average speed to answer, abandonment rate, response time to calls, chats, voicemail, and email).
- Average quality score of 97% for member support team with a comprehensive quality program and high bar for member satisfaction.
- Demonstrated proficient leadership skills to motivate employees and build competent teams, driving engagement scores from 33% favorable in August 2023 (post RIF) to 94% favorable in June 2024
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization to minimize attrition rates (~2% annual attrition).
Senior Director, Member Support
Brightline
Palo Alto, CA
09.2022 - 05.2023
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
- Set gold-standard for member satisfaction and service levels to exceed industry standards.
- Exceeded 8 defined call center metrics, month over month, for 3 consecutive years.
- Introduced and staffed to multiple shifts to maximize availability to member demographic.
- Launched multilingual member support specialist workflows, and hired/trained Spanish speaking representatives to support high priority contracts.
Director, Member Support
Brightline
Palo Alto, CA
06.2021 - 05.2023
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Introduced promotional pathways to increase morale and retention.
- Created framework of Member Support metrics to hold team accountable and provide insight to performance.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Vetted, interviewed and hired 12 Member Support Specialists and 1 member Support Manager over 3 week time span to cover evolving coverage needs though 50 state therapy expansion.
Senior Manager, Member Care
Grand Rounds
Lewiston, ME
05.2018 - 06.2021
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Grew team from 30 to over 300 Care Coordinators
Senior Supervisor of Customer Satisfaction
L.L. Bean
Lewiston, ME
08.2014 - 05.2018
- Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
- Enhanced team productivity by implementing efficient workflow processes and providing consistent guidance.
- Implemented cost-saving initiatives, reducing operational expenses without compromising quality or productivity.
Education
Bachelors of Science - Marketing
Roger Williams University
Bristol, RI05-2005
Skills
- Operational Optimization/Workflow Efficiency
- Cross-Functional Team Leadership
- Strategic Initiative Development
- Global Team Leadership
- Multilingual Support Implementation
- Member/Customer Support (15 years)
- Operations Management (7 years)
- Team Management (15 years)
- Creativity and Innovation
- Budget Management
- Contract and Vendor Management
- Hiring, Retention, and People Development
- Project Management
- Experienced in: Google Suite, Microsoft Suite, Mode, Tableau, Lookr, Acuity, Zendesk, Dialpad, Genesys, Salesforce, Workday, Healthie, Notion, Guru, Greenhouse, Rippling, Airbase
Timeline
Senior Director of Customer Experience
Hazel Health
11.2025 - Current
Director, Customer Experience
Synapse Health
03.2025 - 11.2025
VP, Member and Care Operations
Brightline
05.2023 - 11.2024
Senior Director, Member Support
Brightline
09.2022 - 05.2023
Director, Member Support
Brightline
06.2021 - 05.2023
Senior Manager, Member Care
Grand Rounds
05.2018 - 06.2021
Senior Supervisor of Customer Satisfaction
L.L. Bean
08.2014 - 05.2018
Bachelors of Science - Marketing
Roger Williams University