Intellicentrics
Making the jump to healthcare...
Intellicentrics ( HKEX: 6819 ) is a healthcare credentialing company. At this point in my career, I began shifting to roles where I could help humanity as a whole and health care seemed like a natural fit. I originally interviewed for the VP of Product role, but after seeing their call center and credentialing operations, it became clear that this is where I could have the largest impact.
In partnership with both the sales team and product team, we were able to increase the market share of the company by 20%. This was done by employing the same lean six sigma skills but also incorporating user experience improvements in the website itself.
Accomplishments
Implemented NICE Contact Center Software
Implemented NICE Contact Center Software
Implemented NICE Contact Center Software
Took over a stalled implementation and implemented the project management and product management components to not only complete the implementation but made it a success. Total time from taking over to first call was 8 weeks and completed the implementation in 12 weeks.
Implemented Sugar CRM
Implemented NICE Contact Center Software
Implemented NICE Contact Center Software
As we began to grow a sales team, the homegrown CRM became a limiting component for success. As the team began the implementation, they quickly found that we did not have the skill set to implement a platform of this magnitude. Having just completed the customer contact center migration, I was asked to take over and complete this platform.
Built Data Warehouse and Implemented Tableau
Moved All Customer Support to Remote During COVID
Moved All Customer Support to Remote During COVID
You cannot improve a process if you cannot measure the process. Having new systems to manage the customer support and sales teams processes was helpful, but the inherent data analytics were not interconnected and not sufficient to manage at the scale we wanted to. I managed a team to implement a data warehouse in AWS and leverage Tableau as a dashboard and analytics platform.
Moved All Customer Support to Remote During COVID
Moved All Customer Support to Remote During COVID
Moved All Customer Support to Remote During COVID
When COVID took the world by storm we were caught off guard. Within a week we trained 50+ customer service agents how to work from home, deployed the hardware they needed to facilitate working remote, and changed our processes to enable managing the team remote.
As the world returned to pseudo-normal we decided to keep the customer service team remote to help with recruiting and scale.