Robert Ashcroft
Lewis Center
Summary
Results-oriented operations leader with an extensive background in contact center management. Collaborative work-style, with a history of building dynamic work environments and fostering professional growth for all team members.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Director, Client Services
LiveOps
10.2021 - Current
- Pharmaceutical industry support
- Strategize with client to provide valuable insights related to patient data to better support patient population
- Manage a group of 190 independent contractors and employees
- Exceed key metric results for client (QA, Engagement Rate, CSAT) consistently since joining organization
- Ensure strong compliance results through training/coaching
- Created a multi-tiered incentive to differentiate top performance from overall population and reduce attrition
- Created new contractor onboarding district, reducing attrition by 50% within first 90 days on program
Manager, Member Services
CareSource
09.2018 - 10.2021
- Manage a large team that supports several lines of business including Medicare Advantage
- Initiated process changes built on improving First Call Resolution, improving that metric
- Identified and created processes to significantly decrease Access To Care timeframe with results that decreased resolution time from 30+ days to 2 days
- CAHPS Customer Service survey results: In late 2018 the Customer Service portion was at 2 Star; by 2021, the operation improved the rating to 4 Stars
- Attributed to several process improvements including Appointment Scheduling, Mail Order prescriptions, intra-company lifelines
Director, Call Center Operations
HSG CodeBlue
10.2017 - 09.2018
- Responsible for the performance of a multi-site call center operation, overseeing a staff of 120
- Tasked with creating process improvements to drive key metrics forward (AHT, NPS, glass repair rates, Schedule Adherence, etc)
- Implemented a process that reduced AHT by 33%, saving the company $1,200,000 annually
- Created a learning environment which allowed for more coaching and direct interactions between leadership and front-end employees
- Created a process to reduce escalated employee calls to our internal helpline, resulting in a 93% reduction in this call volume within 2 months
Director, Customer Support Operations
OCLC
11.2014 - 08.2017
- Restructured the department by creating a two-tiered system to improve communication with Product Management, Development, and other groups
- This structure allowed for clear escalation paths within the department and externally
- Within two months of my employment, the monthly CSAT results increased dramatically (82% to 90%)
- The results stayed consistently above the norm through my employment
- Created a phone survey which averaged 95% monthly on customer satisfaction
- Fostered a work environment built on continuous training and coaching
- Created and developed new processes to improve efficiency and production of the team, including a procedure to help reduce response time to customers by 50%
Manager/Director, Technical Support Operations
Pearson Education
03.2010 - 11.2014
- Multi-site responsibilities (Chandler/Sacramento/San Antonio)
- Managed the contract and personnel of outsourced agents for several Pearson products
- Implemented a customer feedback phone survey
- The monthly NPS result was typically in the 60% range (respondent rates in the 13-16% range), which led all Pearson North America customer service teams
- Developed and implemented new operational processes, including cross-training against main call drivers, clear documentation and escalation procedures, and IVR automation
- Through reorganization, the Tier 2 and Tier 3 escalations teams were moved to my team
- Revamped workflows, successfully decreasing year-over-year escalations
Manager, Contact Center
Progressive Insurance
09.1999 - 02.2010
- Multi-site team management experience: Tampa FL/Mayfield OH/Albany NY
- Project management leadership experience, including the development and implementation of a project which improved key service center acquisition results by 100% within two months
- Timely and effective feedback, coaching, completion of performance objectives and annual evaluations, individual development plans, and action plans
- Consistently strong Organizational Effectiveness survey results year-over-year
Education
B.S.BA - Marketing
The Ohio State University
Certification
HDI Director Certification, 2012
Timeline
Director, Client Services
LiveOps
10.2021 - Current
Manager, Member Services
CareSource
09.2018 - 10.2021
Director, Call Center Operations
HSG CodeBlue
10.2017 - 09.2018
Director, Customer Support Operations
OCLC
11.2014 - 08.2017
Manager/Director, Technical Support Operations
Pearson Education
03.2010 - 11.2014
Manager, Contact Center
Progressive Insurance
09.1999 - 02.2010
B.S.BA - Marketing
The Ohio State University
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