Ben Goren

Experience

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  Claims Admistration Corporation

  Jan 1989 - Jan 1999

  Customer Relations

  Claims and Contact Center reprentative, lead, and training support during 10 years of service with Claims Administration Corporation (subsidiary of CNA Insurance).Key responsibilities included the following:Review and processing of medical, dental, vision, and pharmacy insurance claims.Lead a team of 8-10 claims processors with a focus on quality assurance, training, and development.Supported corporate training department with setting up new offices in San Antonio, Mesa, and Jacksonville.Represented the company in annual open enrollment health fairs to support in enrollment growth and client retention for key health benefit plans.Worked with home office in Chicago to facilitate ongoing system enhancements to include developing system test scripts and user acceptance testing of claims processing systems. Show less

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  HealthExtras

  Feb 1999 - Jul 2005

  Customer Service Manager

  Contact Center & Fulfillment Manager over approximately 20 team members who specialized in financial institution insurance program administration. Key responsibilities included the following:Licensed Life, Health, and Disability agent in Maryland with reciprocal licensing in 37 states.Training, coaching, and development of licensed agents with a focus on insurance program enrollment, application processing, and customer retention.Management of all program material fulfillment to include Welcome Package, Billing Notices, Cancellation Notices, Renewal Notices, and up sell / cross-sell offers for existing program members.Departmental reporting on sales and retention conversion rates along with presentations for Executive staff, insurance brokers, program administrators, and insurance carriers. Show less

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  KCI Medical

  Oct 2005 - Nov 2015

  National Contact Center Management Team

  Key responsibilities include but are not limited to the following:Directly Manage a team of appoximately 100 in a growing Customer Contact Center.Support with operational analysis with a focus on optimization and cost containment.Provide front line quality assurance, coaching, and team member development with a focus on employee efficiency, accuracy, and professionalism to remain highly competitive in the Medical Devices industry.

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  ConvergentUSA

  Nov 2015 - Jan 2020

  Key responsibilities include but are not limited to the following:Leadership role for 200+ team members in a BPO first party call centerDirectly oversee three client accounts along with overall site leadership to include facilities, vendor relations, administrative staff, and support of three additional clientsImplementation of strategies to impact top line and bottom-line growth, execution of those strategies, performance management, leadership development, culture building as well as developing and implementing business objectives for operations Show less Key responsibilities include but are not limited to the following:Leadership of first party collection project teams with approximately 100 agents who specialize in customer satisfaction, debt recovery, payment negotiations, and customer retention.Responsible for meeting Company and client revenue goals along with client KPI’s that include customer satisfaction, average speed of answer, calls abandoned, dollars collected, and average call handle time.Provide front line quality assurance, coaching, and team member development (exempt and non-exempt employees) to drive both customer and client retention. Lead employee engagement through participation and promotion of monthly agent events that reward and recognize employees. Show less

  • Operations Director

    Aug 2018 - Jan 2020

  • Program Manager

    Nov 2015 - Aug 2018
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  Conn's HomePlus

  Feb 2020 - Jun 2021

  Collection Operations Manager

  Key responsibilities include but are not limited to the following:Leadership of first party collections team with approximately 15-20 agents who specialize in early, mid, and late stage debt recovery, payment negotiations, and customer retention.Responsible for meeting Company revenue goals along with KPI’s that include dollars collected, promise to pay, quality assurance, customer satisfaction, average speed of answer, calls abandoned, and average call handle time.Provide front line quality assurance, coaching, and team member development to drive dollars collected, negotiations, account settlements, and securing future dated promise to pay.Leadership role in employee engagement activities to drive "fun" in the workplace in addition to drive employee satisfaction and reduce employee attrition. Show less

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  Sun Loan Company

  Jun 2021 - now

  Key responsibilities include but are not limited to the following:Call Center leadership of hybrid team that specializes in remote installment loan underwriting / funding, loan refinancing, payment processing, collection of delinquent / bad debt accounts, post charge off settlement negotiations, and customer satisfaction.Responsible for supporting Company KPI’s that include call center service level, call abandon rate, delinquency, quality assurance, and loan conversion rate.Provide front line quality assurance, coaching, and team member development to drive both employee and customer satisfaction. Lead employee engagement through participation and promotion of monthly agent events that reward and recognize employees while promoting a fun workplace environment. Participate in numerous committees that include Company Newsletter, Employee Engagement (FUN), and Recruiting / Retention. Show less

  • Director of Call Center Operations

    Mar 2024 - now

  • Customer Service Manager

    Jun 2021 - Mar 2024