Sun Country Airlines

Senior Director, Customer Service

Director Of Customer Service

Midwest Contact Center Association

Midwest Contact Center Association is a contact center group that has been put together by contact center professionals for contact center professionals. The focus of the association is to bring together contact center professionals with the common goal of education, collaboration, and networking.

Board Member

Vistio

Create content for the contact center community as part of the Vistio Knowledge Collective.

Advisor

UCare

I am responsible for Managing the Customer Service team with a focus on customer experience and operational outcomes as well as Customer Service Vendor Oversight. I strive to lift the team up, help them develop and grow, while also improving the relationships we have with our partners. Finding and empowering the right people while building the right culture creates our success. At the same time, we use data and analysis to identify opportunities to improve process for our customers and team members.

Customer Service Manager & Vendor Oversight

InstyMeds

I manage a contact center that providers 24/7 patient support and claim processing. We are focused on creating a positive experience and helping patients get the medicine they need to feel better. I am responsible for all management duties including but not limited to: 
Delivering a positive customer experience
Meeting call center goals
Recruiting and hiring 
Coaching and performance management 
Process improvement 
Contracting and billing standards
Leadership development and training

Running a team that operates 24/7/365 has been an awesome challenge! It has given me the opportunity to hone my skills in individual coaching and development, effective/creative communication, developing/delivering training, scheduling and forecasting.

Manager, Patient Service Center

Medica

I was asked to build a new team and service model that would support an innovative new product called My Plan by Medica. This was a first of its kind private health insurance exchange that utilized a defined contribution model. My team was responsible for interacting with customers, clients, health care providers, vendors and internal stake holders. 

I worked with our technology vendor and internal stakeholders to develop the product, deliver IT enhancements, and improve processes to stay ahead of the competition. 

I managed a team of 8 - 12 employees, client relationships, and several vendor relationships with impacts to both service and operations.

Supervisor, Total Service Team

With over 15 years of experience in the contact center industry, Jeremy is recognized for collaborating with industry experts and professionals to champion best practices, foster innovation, and drive the evolution of contact center strategies. He is dedicated to advancing the industry's standards and promoting continuous improvement in customer service. Jeremy has a history of building teams from the ground up, supporting new product launches, leading through times of both crisis and historical growth, and fostering an environment that encourages both individual and collective success. 

With a deep focus on enhancing the customer experience, Jeremy is dedicated to staying at the forefront of industry trends and leveraging his expertise to contribute to the success of the contact center community. Jeremy talks about leadership, networking, customer experience, employee experience, and all things contact center.

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Jeremy Hyde's Linkedin Analytics

Jeremy Hyde

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Jeremy Hyde

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