Over 18 months, I led a 500‑seat healthcare contact center from flat growth and inconsistent performance to double‑digit EBITDA expansion and stronger CX.

Here’s how we did it:

• Starting point: Stagnant revenue, inconsistent service levels across sites, high overtime and attrition, limited visibility into true unit economics.
• Workforce model: Rebuilt forecasting, staffing, and scheduling using WFM discipline, reduced overtime dependence, and rebalanced onshore/offshore mix.
• AI & speech analytics: Deployed AI‑driven speech analytics and QA to identify friction points, target coaching, and streamline handle times without hurting quality.
• Funnel redesign: Simplified referral and intake workflows, tightened routing, and clarified conversion ownership to reduce leakage in the sales and scheduling funnel.
• Outcomes: Delivered double‑digit EBITDA growth, multi‑million‑dollar revenue lift, improved NPS/CSAT, reduced handle time and booking lag, and stabilized attrition.

This is the kind of work I enjoy most as an SVP/COO: turning complex, multi‑site operations into reliable, scalable growth engines.