Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
William Tafoya

William Tafoya

Salem,NH

Summary

Innovative and mission-driven operations executive with over 30 years of experience leading high-performing contact centers, customer experience, client services/account management, and client success onboarding organizations across healthcare, commercial, retail, and telecommunications industries. Known for transforming service delivery in large-scale environments and driving operational excellence across multi-site, global teams of up to 7,000 employees. Extensive background in strategic planning, post-merger integration, and technology enablement. Board governance roles demonstrate strong civic leadership and strategic vision beyond the private sector.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Senior Vice President, Operations

Capital Rx
09.2020 - Current
  • Unified siloed departments into a centralized BPO operation, demonstrating leadership and strategic vision; achieved $4M annual savings, showcasing P&L ownership and cost optimization
  • Directed service delivery across contact centers, benefit services, account management, and pharmacy operations supporting 58M members, emphasizing client retention and operational efficiency
  • Elevated NPS to 90 through strategic service redesign and real-time CX insights, highlighting client relationship management and KPI attainment
  • Integrated Salesforce multi-cloud solution, increasing case resolution speed by 44% and reducing costs by 15%, underscoring process improvements and operational transformation
  • Applied Lean Six Sigma to achieve 30% YoY efficiency gains and 67% reduction in claim cost, focusing on performance metrics and profitability

Senior Vice President, Operations

Envision Rx (Elixir)
04.2017 - 03.2020
  • Led post-merger integration of MedTrak into Envision Rx; consolidated eight contact center queues and unified performance metrics
  • Reduced average handle time by 28%, improved first contact resolution by 37%, and drove $2.3M in savings through real-time dashboards
  • Cultivated a high-retention culture across 650 agents with standardized onboarding and coaching protocols

Vice President, Chief Customer Officer

Sleepyʼs
11.2010 - 04.2017
  • Oversaw all customer-facing operations including inbound/outbound call centers, web sales, and marketing
  • Streamlined CRM and POS systems, reducing transaction time by 44% and boosting omni-channel performance
  • Guided BPO transition strategies, supported by customer feedback loops and CX insights

Senior Director, Member & Provider Services

CVS Caremark
09.2003 - 10.2010
  • Directed global contact center teams supporting pharmacy benefits and claims processing for 7,000 employees
  • Led system migration following the AdvancePCS merger, enhancing scalability and compliance
  • Achieved 17% operational efficiency through Lean process enhancements and workforce optimization

Education

Bachelor of Science - Business Administration And Management

Western Governors University
Salt Lake City
06-2028

Skills

  • Telecommunications and BPO leadership
  • Strategic process improvement
  • Call center optimization
  • Customer experience strategy
  • Workforce management and planning
  • SLA and KPI administration
  • Artificial intelligence deployment
  • Omni-channel technology
  • Vendor management
  • Client services, sales, and account management
  • Financial analysis
  • Project management
  • Data analytics

Accomplishments

  • CCW Global Customer Contact Leader of the Year - 2024
  • Gold Stevie Award for Achievment in Customer Experience - 2024
  • Stevie Award for Customer Service Leader of the Year - 2022

Certification

  • Certified Call Center Manager (CCCM)
  • COPC Certification
  • Six-Sigma Black Belt Certification
  • Certified Customer Experience Professional (CCXP)

Timeline

Senior Vice President, Operations

Capital Rx
09.2020 - Current

Senior Vice President, Operations

Envision Rx (Elixir)
04.2017 - 03.2020

Vice President, Chief Customer Officer

Sleepyʼs
11.2010 - 04.2017

Senior Director, Member & Provider Services

CVS Caremark
09.2003 - 10.2010

Bachelor of Science - Business Administration And Management

Western Governors University

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