UHG / Optum (Teletech)

• Managed BPO relationship with a national team of 10 Workforce Management Analysts across multiple locations (USA and Philippines).

• Improved service delivery by 15% through cross-training and KPI-focused workforce optimization.

• Developed key forecasting strategies and real-time analytics solutions, reducing ticket closure times for Tier 1 and Tier 2 issues to under 12 hours.

• Designed and implemented custom WFM reporting solutions, aligning with client expectations and achieving 100% KPI conformance.

• Consistently exceeded service metrics, achieving a 95% line adherence for 85% of daily intervals, driving significant improvements in overall service quality.

• Led efforts to reduce workforce reliance on overtime by 15%, saving the company operational costs while maintaining high standards of service.

• Provided executive insights through custom reporting solutions, directly influencing decision-making processes and improving operational performance.