Voyage Advisory

As a management consulting executive with a boutique firm, I have over 25 years of experience providing solutions for customer service, customer care, contact center, back office, automation, and AI. I specialize in helping organizations optimize their customer service and back office operations through the implementation of innovative technologies and best practices.

I have a deep understanding of the customer journey and am skilled in identifying and addressing pain points to improve customer satisfaction. My expertise in automation and AI has enabled me to streamline processes and reduce costs while improving the overall customer experience. I have a proven track record of success in leading teams and implementing solutions that drive business growth and improve customer satisfaction.

I offer a wide range of services to help organizations improve their customer service and customer care operations. These include:

Contact center optimization
Back office automation
AI-powered customer service solutions
Training and development for customer service teams
I have worked with a diverse range of clients, from small startups to large multinationals across various industries. I am passionate about creating positive customer experiences and dedicated to helping organizations achieve their goals. My unique blend of technical and business acumen, strategic thinking and ability to execute, makes my firm the go-to for organizations looking to enhance their customer service and back office operations.

Director

David Woods & Company

As a staffing solutions provider with over 10 years of experience, I have a proven track record of successfully providing top talent for contact center, back office and customer experience (CX) roles. I specialize in quickly and efficiently identifying and placing highly qualified candidates who are a perfect fit for the role and the company culture.

I understand the importance of customer service and back office operations to the success of a business, and I am dedicated to providing the best possible customer experience to both my clients and candidates. My extensive network of highly skilled professionals and industry knowledge allows me to quickly match the right candidate with the right job.

I have helped companies across industries to improve their customer service and back office operations by providing them with highly skilled and experienced professionals who can hit the ground running. I have delivered successful outcomes for companies by providing the right talent for their specific needs, resulting in increased efficiency and customer satisfaction. I am committed to providing the highest level of service to ensure the success of my clients and candidates.

Staffing Solutions Leader

QBE the Americas

•Advised Leadership team on key business decisions via industry experience, key benchmarks and data & analytics. Key highlight was consolidation of sites across the US from studies developed and staffing models built to support needs of the business.
•Created new Business Intellgence Unit that provided data and analytics to Executive / Management Teams for Underwriting, Processing, Claims, Contact Centers and other indirect areas
•Built Roadmap and implemented BI team in Philippines to support North America.
Supported initiatives across the CSS that was comprised of  four business support units and located in 22 different offices across the country.  CSS was a multi-faceted shared services operation, that included services like:
•Policy processing for Commercial Lines, Personal Lines, Program, Major Brokers, Aviation and QBE Agri 
•Office services such as print, mail, scanning and indexing, travel and fleet management 
•Business support, including agency billing, direct billing/customer service, premium accounts receivable, premium audit, statutory reporting, policy administration and claims service 
•Operations Support involving reporting/analytics, quality assurance, training and process improvement

Program Manager - Consolidated Support Services

Dean Health Plan, Inc.

- Support business development activities to identify opportunities, develop solutions and proposals, present recommendations to clients, network to identify potential opportunities.
- Support the creation of new service offerings through the development of materials and tools.
- Lead and support Business Transformation initiatives including:
o Developing plans for the business to execute strategic business goals, e.g., cost reduction, more effective/efficient service delivery
o Developing Business Transformation strategies and designing Business Transformation programs to align people, processes and technology initiatives for the organisation more closely with its business strategy and vision
o Designing business architecture/models
o Conducting analysis and developing the business case for change that clearly shows how benefits will be realized
o Assessing the impacts of change on the business in terms of people, processes and technology
o Developing change strategy to ensure business readiness
- Developed and led EDI % Increase Program to reduce paper claim submissions.  Sourced vendor and developed an Outreach Program that has brought a 5% EDI rate increase.
- Developed and built new forecasting / staffing model of the Claims department for budgeting.  The model highlights an 18 month view to make solid staffing decisions for the business.
- Developed staffing models for the Mailroom and Facilities teams to justify additional staffing.  No infrastructure was in place prior to building models.  Additionally, a benchmarking study was created Facilities to compare / contrast their facilities staffing to other facilities in the area based on an avg. tech / square footage metric.

Business Transformation Manager

- Worked with Vice President of Customer Operations to strategize and formulate a Claims Road Map for the department reorganization.
-Provided interim leadership support for the Claims department while the search of new Director was in place.
- Built infrastructure to support departmental metrics and productivity reporting of the claims techs.
-Automated the Mailroom Operations by sourcing and implementing technologies for letter opening, folder / inserting (stuffing) and Intelligent Mail Bar Coding on outgoing mail.
-Designed and Implemented a new front end scanning / OCR / keying / EDI process.  This new front-end process enabled dynamic changes to paper claims submissions.  It also enabled an entirely new workflow management system for the organization that allowed for quick changes driven by the business vs. IT. Savings equated to 250K annualized in the first year.
- Designed and implemented a new Claims Repricing System from contract negotiations with the repricing agency and providers to the development of the automatic file development and transfer to an automated queuing system. Savings achieved in year one was $2.0 million.

Summary of Business Re-engineering Achievements include:

Multiplan Project Design & Implementation
Mailroom Redesign / Automation
Departmental Assessment / Review for Claims Improvements
Vendor Switch – DDC to SDS
SDS Liaison for DHP Organization to drive Improvements
Facilitated Claims Armor Readiness Plan
Designed / Launched Claims SharePoint Site
Designed Strategy to Reduce Paper / Increase EDI %

Claims Leader / Claims Manager - Front End Operations

- Worked with Vice President and Senior Director of Customer Operations to develop and drive a Roadmap for change in leadership and process for the Customer Service unit.
- Drove change and results around People, Process and Technology categories.
- Sourced and led hiring of incoming Director of Customer Service
- Reduced AHT by 40% without negatively quality of the call / Customer Experience
- Negotiated, built framework and implemented the Verint Forecasting / Scheduling and Quality Monitoring technologies to sustain and drive further improvements.

Interim Director of Customer Service

- Brought on board to support operational efficiencies / improvements for the Customer Service, Claims, Grievance & Appeals / Customer Resolution and Government Programs teams for the Customer Operations Division.
- Designed infrastructure improvements for all areas around metrics and reporting.
- Highlighted capital expenditure needs for all areas to drive processing and lead time reductions.
- Worked closely with VP of Customer Operations and Finance to develop the area budgets and also built a monthly operational budget tool for VP and Director to manage the variances.  The tool tied directly to the P & L.

Process Quality Manager

Verint Systems (formerly OPUS Group)

-Responsible for Project Management of implementation of analytics / performance management software.
- Drive business improvements via data and process mapping findings.
- Manage all levels of management in engaging change in the organization (C-Level to employees on the floor).
- Expert in Contact Center environments (floor layout, switch / queue design, scripting, performance management analytics and quality programs).
- Expert in designing and driving improvement in all types of back office environments.
- Main service industries of focus were: Insurance (Healthcare / Property & Casualty), Banking, Utilities and Technical Support.

Consultant / Engagement Manager

HJ Heinz / Cott Beverages

Consultant

Parisella, Vincelli Associates Consulting Group, (PVA Consulting Group) / Independent Contractor

- Managed consulting teams in problem identification and eradication in order to generate cost savings for clients through efficiency gains.  Delivered results through facilitation of the continuous improvement process, burdening great responsibility for deliver with no direct authority over client workforce. Managed project budgets within strict guidelines exercising pertinent cost control.
- Coaching organizations, from the Executive Suite to the shop floor in problem eradication techniques and performance driving behavior while training consultants to perform similar functions with company middle management and supervision. Developed and delivered targeted training to improve system utilization and move from manual to computer driven KPI recording and analysis, providing the appropriate documentation to sustain changes in process.
- Provided training for supervision on tactical operations, change management, effective communication, team building, metrics development and management, and maintenance operations.
- Productivity improvements in excess of 30% achieved through installation of management systems designed to measure performance and elicit management behaviors that drive improvement.

Professional Achievements:

Generated savings in excess of $50 million in operating costs.

SAMPLE SAVINGS ATTAINMENT BREAKDOWN (By Industry – Annualized Savings):

Steel Fabrication 	                $2.9   MIL 	
Bottling Operations	                $12.1 MIL
Automotive Manufacturers, Parts	$9.5   MIL 	
Contact Centers Consolidation 	$10.8  MIL
Electrical Utility	                        $8.6   MIL 	
Supply Chain Initiative 	        $2.7   MIL
Plastic Injection Molding	        $6.7   MIL 	
Banking / Financial Services	$2.0   MIL
Customer Billing Operation	        $1.1   MIL 	
IT Department - Insurance	        $1.0   MIL

Management Consultant

As an experienced executive in the customer service and customer care industry, I have a proven track record of success in leading teams and implementing innovative solutions to improve customer satisfaction and drive business growth. With a focus on contact center and back office operations, I specialize in utilizing automation and AI modernization to enhance the customer experience and optimize efficiency.

I have a deep understanding of the customer journey and am skilled in identifying and addressing pain points to improve customer satisfaction. My expertise in automation and AI has enabled me to streamline processes and reduce costs while improving the overall customer experience.

I offer a wide range of services to help organizations improve their customer service and customer care operations. These include:

Contact center optimization
Back office automation
AI-powered customer service solutions
Training and development for customer service teams
Through my work, I have achieved significant improvements in customer satisfaction and retention, resulting in increased revenue and business growth. I am passionate about creating positive customer experiences and am dedicated to helping organizations achieve their goals.

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