James Moreno

Responsible for Client Services, Reception, Collection Network and Fulfillment Center with the goal of providing the highest level of support to our clients and ensure that the resources and efforts of the support staff meet the needs of the organization. Work directly with department heads and coordinates all support activities between various departments including the laboratory, IT, legal, marketing, sales and our clients. Oversees the day-to-day activities of the team in the delivery of client services and support, ensuring issues and questions are resolved in a timely, professional and satisfactory manner. • Achieved "Center of Excellence" certification; awarded by BenchmarkPortal, the global leader in call center certification. • Led organizational change, establishing clear standards and expectations, and developed and implemented comprehensive quality, evaluation, and recognition programs; empowered team members and transformed the culture to one of accountability and results. • Developed tools and procedures to increases efficiency; implemented KPIs to maximize service level; increased Service Level by 150%; increased First Contact Resolution and Customer Satisfaction to over 90% from under 50%. • Manage the day-to-day responsibilities of the four functional teams, handle escalated customer inquiries, attend cross-functional meetings and represent both the Company and functional teams’ interests and responsibilities with clients, partners, and other resources and vendors. • Lead and mentor team members by providing friendly motivation, guidance, coaching and training to produce a high performing, outstanding staff with a “customer first” focused attitude. • Communicate and enforce company/departmental policies, policy changes, internal processes and service goals with staff to ensure complete transparency. • Establish and maintain high-level weekly/monthly/quarterly objectives and as-needed reporting to Corporate VP and cross-functional teams.

A national provider of risk adjustment coding services and technology-enabled revenue management solutions to Medicare Advantage and Managed Medicaid plans, Health Insurance Marketplace / Exchange and Commercial markets; and other clinical coding, audit, compliance services, revenue cycle, data analytics & quality performance. Senior Manager, Operations, Chart Audit & Coding Division: Managed the Call/Contact Center, Document Management, Logistic Coordinators and National Records Retrieval Operations departments. Responsible for staffing, training and development, team performance and optimization. Responsible for problem identification and resolution; for process improvements and establishing goals. Responsible for forecasting of staffing, inventory, productivity and capacity planning. Responsible for identifying and implementing programs to improve service, performance and productivity while reducing costs. Responsible for establishing and cultivating key partnerships; manage budgets, closely collaborate with various functional departments for the purposes of improving operations and meeting company objectives.

A $50M international outsourced access control and security systems provider serving commercial buildings and tenant spaces. Vice President, Operations – Western Region: Managed 23 employees; Responsible for Western region operations, including customer service, network support/hardware/programming, project management, procurement, and installation and service. P&L responsibility for a $3.2M annual budget; projected monthly billings. Identified and implemented programs to improve service, performance and productivity. Ensured regulatory compliance. Verified and approved new sales contracts; verified pricing and scope-of-work. Acted as liaison between departments and with customers. Performed on-site client visits to ensure quality. Worked closely with sales force for increased collaboration and communication between sales and operations with the goal of reaching objectives and increasing overall level of service. Managed, coached, motivated and developed team members.

A $40M national telecommunications company serving small business and residential customers throughout the state of California and parts of Texas. Managed 3 direct reports and 30 employees within 5 departments. Collaborated with department managers and executive management to improve operational systems and processes; communicated new products and policies to department managers. Served as the escalation point for all client issues; evaluated claims and implemented equitable resolutions. Created weekly and monthly reports; conducted presentations to executive management. Assisted with research, documentation, marketing, design, roll-out, compliance and pricing for new products. Hired, dismissed and trained team members.

Assisted manager in running two storage facilities while also serving as Resident Manager of 22-unit apartment complex. Assisted in the supervision of a 4-member team with responsibility for direct customer contact, employee schedules, collection of rents and building inspection reports.

An $18M infant bedding and accessories manufacturing company selling to mass merchandisers the likes of Target, Toys-R-Us and Wal-Mart. Achieved progressive career growth being promoted from warehouse to customer service department and ultimately to Customer Service Manager; subsequently transferred to sales assisting upper management in trade shows and with product development. Later elevated to Shipping and Receiving Manager; Supervised a 12-member team.