Patricia Palumbo
Toronto,ON
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
27
27
years of professional experience
Work History
Contact Centre Manager
Express Scripts Canada
03.2013 - Current
- Leading a team of 70+ Customer Service Representatives responsible for inbound calls from health care providers across Canada regarding pharmacy, medical and dental claim inquiries.
- Provide leadership and guidance to Supervisory and Workforce teams.
- Provide coaching and feedback to team where required to improve call handling and manage caller expectations.
- Implementing strategies to improve operational performance and increase employee engagement.
- Forecasting, resource planning and department operating budget.
- Ensure contractual goals, training and quality objectives met in accordance with service commitment and contractual obligations.
- Work in partnership with operations teams to deliver superior service to insurers, plan sponsors, plan members and clients.
- Partner with Human Resources for recruitment of contact centre personnel.
Director Client Services
Manulife Financial
02.2002 - 07.2012
- Responsible for 80+ staff responding to billing and claims inquiries regarding life, health and travel insurance benefits.
- Direct management of four managers and two coaches.
- Ensured service level targets and quality objectives consistently achieved.
- Collaborated with Quality and Training teams to ensure adequate resources for call centre initiatives.
- Worked closely with Marketing managers on product launches and direct mail campaigns.
- Resolved escalated customer and sponsor issues.
- Planned annual budget and monitored expenses to plan monthly.
- Annual testing of business continuity plans.
- Successfully integrated call centre staff from mergers/acquisitions.
- Recruited and trained offshore employees and overall management of team results.
- Successful conversion of call centre telephone platform thru design, programming and testing stages.
Manager Customer Service
Manulife Financial
12.1997 - 02.2002
- Daily operations of the call centre (25 seats) and administration support team (15 associates).
- Resolved customer inquiries regarding life, health, disability and credit/balance protector products.
- Oversee call centre schedules and resources.
- Recruitment of call centre personnel.
- Supported the implementation of the contact management system and online reference manual.
- Planned and managed department budgets and unit costs.
- Provided support to Marketing managers in the promotion and retention of insurance plans.
- Liaison with third party administrators and outsourcing contacts.
- Prepared and presented performance evaluations.
Education
Bachelor Of Arts - Liberal Arts
York University
TorontoHigh School Diploma -
Dr Norman Bethune C.I
Skills
- Teamwork and collaboration
- Excellent communication
- Extensive knowledge of group benefits
- Ability to work in a fast paced environment
- Decision-making
Languages
English
Native or Bilingual
Timeline
Contact Centre Manager
Express Scripts Canada
03.2013 - Current
Director Client Services
Manulife Financial
02.2002 - 07.2012
Manager Customer Service
Manulife Financial
12.1997 - 02.2002
Bachelor Of Arts - Liberal Arts
York University
High School Diploma -
Dr Norman Bethune C.I
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