Charles Stevens

Experience

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  Dell

  Sept 1999 - May 2009

   Leader of Leaders (Area Manager) for multiple phone, email and E-Support customer queues in Nashville. Led the highly successful launch of the Resolution Expert Center (REC) in Nashville. This organization was made up of 5 teams (100 member total) handling internal Executive, Better Business Bureau, external blog and chat customer escalations. Developed & executed business plan and successfully implemented Dell E-Support queue for multiple businesses effectively reducing call volume by 15% Increased teams productivity by evaluating gaps in metrics and managing / directing each team’s improvement initiatives thru consistent management  Participated in creating and executing strategies to increase customer experience to 85% Show less

  • Area Manager (Call Center Director)

    Jan 2007 - May 2009

  • Senior Team Manager II / Contact Center

    Jan 2005 - Jan 2007

  • Project Manager

    Jan 2003 - Jan 2005

  • Team Manager / Contact Center

    Sept 1999 - Jan 2003
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  Asurion

  May 2009 - May 2014

  Lead a team of 4 project managers and a business analyst accountable for risk management practices & processes for insurance claims of multiple clients. Ensured Asurion claim practices follow mandated regulatory, legal, and specific state or national insurance requirements. Team responsibilities include managing processes that optimize claims management systems to create a balance between improving the Customer Experience while increasing take rate and overall revenue. Responsibilities also included combating customer fraud to drive bottom line savings in order to meet or exceed underwriting goals. Show less Responsible for the oversight of multiple systems and the high level operations for two of Asurion’s 5 largest clients (VZW and Metro PCS. I also have responsibility, which includes direct support to the client services team (both sales and internal operations), TLC (distribution) operations, Customer Satisfaction, Quality Assurance (monitoring and management), claims processing (initial claim through release). My efforts also include internal the overall quality review efforts for customer satisfaction (NPS / KPI’s), managing the relationship between Asurion and the client. Show less

  • Program Management / Project Manager / Senior Operations Manager

    Jan 2013 - May 2014

  • Senior Account Executive / Senior Operations Manager - Product Operations

    May 2009 - Dec 2012
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  Change Healthcare

  Jun 2014 - Dec 2017

  Strategic Program Senior Manager

  Partner with leaders to set business direction and overall solution strategy while managing the inter-dependency between the various projects and the ability to communicate the overall vision in a concise way. The role requires leadership skills and the influencing of others through meeting facilitation, auditing of process & holding others accountable to the defined process. The principal objectives will provide a centralized platform: a) to disseminate project information across multiple business entities, b) creating a forum for any cross product coordination to occur and c) where the sharing of operational efficiency or challenges are or need to be discussed. Show less

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  HCA Healthcare

  Dec 2017 - now

  Director, Appointment Services

  Director, Appointment Services - Customer Relationship Management (CRM)Serves as the Enterprise contact responsible for managing one of the HCA’s enterprise-wide programs designed to improve patient experience and care coordination. Communicates widely approved changes ensuring coordination between HCA leadership and stake holders through appropriate channels. Evaluates the impact of ‘process change’ opportunities and guides the implementation of these changes through the Program to a successful outcome. Assigned to critical projects benefiting patients within the Appointment Services in support of the organization. Strategic Focus: Drive growth and strengthen the ER Follow-Up Program by enhancing patient medical care by facilitating the next level of care in multiple medical settings. Communicate approved changes widely and ensures necessary coordination with required teams occurs. Leads critical projects within Appointment Services to be applied to other programs as new opportunities. Show less