Michael Huggins
Wilson
Summary
Dynamic Operations Manager/Global Vendor Manager at Affordable Care, LLC, recognized for streamlining processes and enhancing efficiency through data-driven performance analysis. Proven track record in cross-functional collaboration and team leadership development, achieving a 50% reduction in cost per call while fostering a positive work environment that boosts employee engagement and retention.
Overview
18
18
years of professional experience
Work History
Operations Manager
Affordable Care Inc., LLC
05.2022 - 10.2025
- Managed Global BPO vendor relationships ensuring compliance with contractual obligations and service level agreements. Negotiated contracts to obtain best prices and terms.
- Streamlined operations by implementing process improvements such as outbound calling to reduce cost per call by 50%.
- Led cross-functional teams to enhance operational efficiency.
- Worked with training department to develop training programs to improve staff performance and increase schedule rates by 40%.
- Analyzed performance metrics such as customer satisfaction, quality scores and schedule adherence to identify trends and drive strategic initiatives for operational growth.
- Empowered employees to take ownership of their responsibilities by conducting regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Worked with hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to operations director.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Team Lead
Affordable Care Inc., LLC
07.2017 - 05.2022
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities, and generated reports detailing findings and recommendations.
- Assisted with leading cross-functional teams to optimize patient care processes.
- Worked with training department to develop training programs to enhance staff performance and compliance.
- Analyzed patient feedback to identify service improvement opportunities. Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Worked with management to establish performance metrics to monitor progress and drive continuous improvement initiatives.
- Trained and coached new team members by relaying information on company procedures and safety requirements. Served as role model for team by demonstrating commitment to excellence, professionalism and adherence to company values at all times.
- Mentored junior team members and promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Customer Service Representative
Affordable Care Inc., LLC
07.2007 - 07.2017
- Resolved customer inquiries efficiently via phone, email, and chat platforms.
- Maintained accurate records of customer interactions in Salesforce CRM system.
- Enhanced customer satisfaction by providing timely solutions to issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Bachelor of Arts - Cinematography
University of North Carolina School of The Arts
Winston-Salem, NCSkills
- Operational Streamlining
- Global BPO Vendor management
- Cross-functional collaboration
- Data Driven Performance analysis
- Salesforce CRM, Vonage Phone Systems, Observeai for Quality Monitoring
- Team leadership development
- Customer engagement
Timeline
Operations Manager
Affordable Care Inc., LLC
05.2022 - 10.2025
Team Lead
Affordable Care Inc., LLC
07.2017 - 05.2022
Customer Service Representative
Affordable Care Inc., LLC
07.2007 - 07.2017
Bachelor of Arts - Cinematography
University of North Carolina School of The Arts