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Donna L. Kvidera
14623 Snip | San Antonio, Texas 78248 | (925) 206-5767 | dlkvidera@aol.com
Experienced Call Center Operations Professional
PROFESSIONAL PROFILE
Resourceful, dynamic professional with a broad range of experience in fast-paced business environment; highly skilled in
operations, managing call centers, collections, revenue cycle management, insurance billing, training, customer service, client
services management, planning, rapid growth, and resource optimization. Strong leader and motivator who excels in hiring,
training and empowering employees, establishing an environment of trust while inspiring teamwork and skill building, a strong
record of low attrition rates. Experience in developing and administrating training, written and classroom, quality assurance
development and documentation. Demonstrated competency in coaching for business results, leading and working as a change
agent toward constant measureable performance improvement, relationship building/coaching, and problem solving; a high level
of personal and professional integrity; passionate about developing and mentoring staff which ensures high performing,
successful teams. Well-developed interpersonal skills, ability to establish and maintain favorable rapport with clients and staff
from all cultures and organizational backgrounds; career includes managing four to six call centers simultaneously.
Demonstrated strengths in P & L management, efficiency improvement, and profit optimization; with a proven track record of
success in creative and effective management of diverse personnel and projects in multiple locations with multiple projects;
flexible, results driven; committed to quality process and improvement. Sixteen years senior management experience, twelve
years in a Business Process Outsourcing (BPO, $100 MM Company) in a multichannel environment. Ability to travel, willing to
relocate.
BACKGROUND SUMMARY
Operations Management Customer Service & Sales Programs Collections 1st & 3rd Party
Organizational Effectiveness Revenue CycleManagement On-Shore, Near-Shore, Off-Shore
Workforce Planning & Management Policies & Procedures Development Quality Assurance & Training Development
Multi-Site Management with 800+ FTE Managing through Influence & Collaboration Start-up Businesses
Strategic and Operations Planning Sales Management & Proposal RFP Strategies Turnaround Specialist
Program Analysis and Evaluation Business Process Outsourcing (BPO) Project Management
PROFESSIONAL EXPERIENCE
GetixHealth 2016
Houston, TX
Director of Operations Customer Service Self Pay
• Responsible for Self-Pay collections for hospitals and physicians practices.
• Increased department revenue by $504,000 in 30 days, $400,000 in 60 days, producing the highest revenue in company
history.
• Client project monetary growth in second month $1.5million over past performance, continued through the next month.
• Decreased call center abandonment rate from 15% in first month to 13%, second month reduction to 9.9%, achieving 6.2% by
third month.
• Lowered average talk time from 6 minutes to 4 minutes; lowered average wait time from 6 minutes to 3 minutes in three
months.
• Recognized by three major clients in third month for significant improvement in increased revenue and overall client
satisfaction.
• Built stronger relationship between India Quality Assurance team and US Call Center management team to achieve quality
goals.
• Accomplished on average 2,500 inbound calls per day, 14,000 outbound calls per day.
• Development of agent and supervisor training.
• Initiated agent recognition program to recognize agent success and instill stronger motivation and retention.
• Provided written job descriptions and written department processes improvements and scripting.
• Measured agent satisfaction through focus groups and agent surveys.
• Developed a struggling, new supervisor through coaching and mentoring to become successful, and well respected by his
team.
• Provided continuous improvement with strong presence on the call center floor. The ability to view agents at work allows me to
view system issues that occur, training issues become apparent and customer issues that may require additional investigation
for resolution.
• Direct reports 2 managers, 5 supervisors, 1 Training Specialist, 70 agents.
Bay Area Credit Service/HOVG 2008-2015
Antioch, CA.
Vice President of US Operations
Multiple site call center management with 800 FTE; responsible for sites in Antioch, CA, San Jose, CA, Atlanta, GA, Costa Rica
and Pune, India. These sites serviced large complex clients in Telecommunications, Credit Card Collections, Health Care,
Financial Services and Product Support; providing Insurance Billing & Verification, Revenue Cycle Management, Customer
Service, Sales, Collections, Customer Care, Back Office and Product/Help Desk Services. Accomplished in a multi-
channel/multi-media blended environment managing the direction for diverse and complex functions in a ($100 million) (BPO)
Business Processing Outsource company with multiple teams, and projects.
• Developed business processes, policies and procedures to ensure operational success and to provide consistent high quality of
service delivery.
• Communicated and administered an ever changing business environment, company policies and developed long-range goals
and objectives.
• Re-started location moving from 15 seats for Medical Billing and First Party Telecommunications Customer Care work to 165
seats in 9 months with multiple clients in a blended call center environment.
• Communicating with clients on a regular basis regarding KPI performance and action plans. Able to build strong client
relationships at all levels ensuring client satisfaction and retention.
• Solid leadership, leading by example while treating everyone in a fair manner; setting high expectations of excellence that are
clearly communicated.
• Experience in building high performing management and frontline staff. Ensuring clear guidelines are set, development of staff
achieved through coaching and mentoring, providing a career path for those interested in moving toward individual career goals.
•Awarded a telecommunications client project with 4 agents; within 5 months the successful project evolved into a 65 agent
expansion.
• Exceeded client expectations by 200% with month over month highest reconnection for cell phone accounts in the company
history. Reducing churn and saving the company an average $400 per account.
• Directly involved in the daily operations of the management team; planning, prioritizing and delegating work assignments to
ensure proper functioning of the department and achieving client satisfaction.
• Coordinated and prioritized new client pipeline and appropriately allocated resources to support client on-boarding activities,
ensure capable agents are hired and well trained; accustom to working in a fast-paced, unstructured, entrepreneurial start-up
environment, superior skills in critical thinking, influencing, and managing multiple priorities under tight deadlines.
• Managed call center operations, ensuring service (SLA) and quality levels are met in a profitable and effective manner;
ensuring results by delivering exceptional quality to customers while maintaining lean, highly productive teams.
• Secured a new medical client project with a negative ROI, within 30 days our team was able to identify and make
recommendations for changes to client processes. The client ROI moved quickly to positive return reducing the number of days
in accounts receivable while optimizing performance based on team findings.
• Provided client - publishing company first and second level technical support: starting with 15 agents after 4 months the
successful project gained 16 additional seats: seasonal FTE adjustment to 65 agents; handling service tickets by phone, e-mail
and chat.
• Medical Claims Management projects demonstrated increase in revenue from $1.4MM to $3.2MM in monthly revenue
accomplished with the same number of FTEthrough additional agent training. This project consistently produced over $3MM to
$4MM a month in revenue for the client.
• Solid experience working with budgets, forecasting, scripting, key call center metrics and analytics
• Ability and experience in working with diverse cross-functional teams to ensure company objectives were met.
• Strong record for partnering with clients to attain Statement of Work and client goals ensuring service delivery met and
exceeded client standards.
• Firm believer that training and clear communication sets a foundation for improving team performance and job satisfaction.
• Responsible for directing and coordinating actives of business units to delegate goals and objectives.
• Oversight analysis of call center activities, operations, forecasting goal achievement.
• Engaged in hiring selection, development, motivation and deployment of staff ensuring effective support for all projects.
Vision Financial Corp 2006-2007
Rockford, Illinois
Vice President of Call Center Operations
Recruited to locate a city for a new collection agency business; sole responsibility included site selection, complete build-out,
capital equipment purchases, staffing 125 FTE, training, hiring management and agents; all accomplished in 95 days,
successfully meeting budget and timeline for the project. Presented to Rockford, IL City Council a case for funding; resulted in
procuring local government six figure funding for new call center.
• Managed multiple start-up call center sites in New York and Illinois which included hiring, training, developing, motivating &
retention of staff.
• Developed training materials for Customer Care and Collections.
• Recruitment, Training development, Quality Assurance development, Human Resource, Payroll and Compliance responsibility.
• Clients included First and Third Party collections for telecommunications, hospital, medical, credit card, utility, and commercial
accounts.
• Executing long and short term performance goals as assigned by clients.
• Experience in negotiating contracts, leases and service agreements. Worked with vendors to monitor pricing, service levels and
service agreements.
• Meeting with my management staff regularly allowed me to be in touch with developments in the center. Delegating work allows
individuals to grow and learn new aspects of their job. Supervising their work provides the opportunity to give direction when
needed it also enhances a professional relationship.
Bay Area Credit Service 2000-2005
Antioch, California
Chief Operations Officer
A $45 million company; Promoted to COO position, within 45 days, through calculated business changes, new staffing and
motivation the business turned around with a 35% improvement to the bottom line. Managed multiple California sites with 240
FTE; the business was sold in 2004 which eliminated 100 positions in the US adding 200 in Pune, India.
Vertical Experience
Collections, Customer Service, Client
Services
Hospitals, Physicians Groups, Medical
Devises
Property Leases
Banking, Member Services, Cash
Posting
Laboratories, Vision, Ambulance, RCM
Media, Cellular, Landline
Communications
Invoicing, Legal Department
Management
Insurance Billing, Self-Pay, Medicaid
Adjudication
Activation, Customer Retention
Credit Cards- Private Label, Visa &
MasterCard
Sales- Cold Calls-Lead Generation, B2B,
B2C
ProductSupport, Back Office, Help
Desk
Systems: Experience running Davox Predictive Dialer System, Certified Training on Mosaix Dialer System, Touch Star, Nobel
Dialer, Avaya, Cisco, ACD Phone Systems, CUBS, Latitude, Artiva, CRM, LiveVox, Shaw, HL7, PCI Insurance Billing System,
iPlexis, Next Gen, IEX, CMS, Shaw, Advantage, Aspect, Total Systems, CACS, GUI, Pop Screens, FDR, Alltel, ACD/PBX
System, Voice and Data monitoring, CRM, VRU, Siemens Switch, NEC Switch, Nortel Phone Systems. Software: Microsoft
Office, Outlook, Excel, Word, Access, PowerPoint, Office 365.

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Resume Donna L. Kvidera

  • 1. Donna L. Kvidera 14623 Snip | San Antonio, Texas 78248 | (925) 206-5767 | dlkvidera@aol.com Experienced Call Center Operations Professional PROFESSIONAL PROFILE Resourceful, dynamic professional with a broad range of experience in fast-paced business environment; highly skilled in operations, managing call centers, collections, revenue cycle management, insurance billing, training, customer service, client services management, planning, rapid growth, and resource optimization. Strong leader and motivator who excels in hiring, training and empowering employees, establishing an environment of trust while inspiring teamwork and skill building, a strong record of low attrition rates. Experience in developing and administrating training, written and classroom, quality assurance development and documentation. Demonstrated competency in coaching for business results, leading and working as a change agent toward constant measureable performance improvement, relationship building/coaching, and problem solving; a high level of personal and professional integrity; passionate about developing and mentoring staff which ensures high performing, successful teams. Well-developed interpersonal skills, ability to establish and maintain favorable rapport with clients and staff from all cultures and organizational backgrounds; career includes managing four to six call centers simultaneously. Demonstrated strengths in P & L management, efficiency improvement, and profit optimization; with a proven track record of success in creative and effective management of diverse personnel and projects in multiple locations with multiple projects; flexible, results driven; committed to quality process and improvement. Sixteen years senior management experience, twelve years in a Business Process Outsourcing (BPO, $100 MM Company) in a multichannel environment. Ability to travel, willing to relocate. BACKGROUND SUMMARY Operations Management Customer Service & Sales Programs Collections 1st & 3rd Party Organizational Effectiveness Revenue CycleManagement On-Shore, Near-Shore, Off-Shore Workforce Planning & Management Policies & Procedures Development Quality Assurance & Training Development Multi-Site Management with 800+ FTE Managing through Influence & Collaboration Start-up Businesses Strategic and Operations Planning Sales Management & Proposal RFP Strategies Turnaround Specialist Program Analysis and Evaluation Business Process Outsourcing (BPO) Project Management PROFESSIONAL EXPERIENCE GetixHealth 2016 Houston, TX Director of Operations Customer Service Self Pay • Responsible for Self-Pay collections for hospitals and physicians practices. • Increased department revenue by $504,000 in 30 days, $400,000 in 60 days, producing the highest revenue in company history. • Client project monetary growth in second month $1.5million over past performance, continued through the next month. • Decreased call center abandonment rate from 15% in first month to 13%, second month reduction to 9.9%, achieving 6.2% by third month. • Lowered average talk time from 6 minutes to 4 minutes; lowered average wait time from 6 minutes to 3 minutes in three months. • Recognized by three major clients in third month for significant improvement in increased revenue and overall client satisfaction. • Built stronger relationship between India Quality Assurance team and US Call Center management team to achieve quality goals. • Accomplished on average 2,500 inbound calls per day, 14,000 outbound calls per day. • Development of agent and supervisor training. • Initiated agent recognition program to recognize agent success and instill stronger motivation and retention. • Provided written job descriptions and written department processes improvements and scripting.
  • 2. • Measured agent satisfaction through focus groups and agent surveys. • Developed a struggling, new supervisor through coaching and mentoring to become successful, and well respected by his team. • Provided continuous improvement with strong presence on the call center floor. The ability to view agents at work allows me to view system issues that occur, training issues become apparent and customer issues that may require additional investigation for resolution. • Direct reports 2 managers, 5 supervisors, 1 Training Specialist, 70 agents. Bay Area Credit Service/HOVG 2008-2015 Antioch, CA. Vice President of US Operations Multiple site call center management with 800 FTE; responsible for sites in Antioch, CA, San Jose, CA, Atlanta, GA, Costa Rica and Pune, India. These sites serviced large complex clients in Telecommunications, Credit Card Collections, Health Care, Financial Services and Product Support; providing Insurance Billing & Verification, Revenue Cycle Management, Customer Service, Sales, Collections, Customer Care, Back Office and Product/Help Desk Services. Accomplished in a multi- channel/multi-media blended environment managing the direction for diverse and complex functions in a ($100 million) (BPO) Business Processing Outsource company with multiple teams, and projects. • Developed business processes, policies and procedures to ensure operational success and to provide consistent high quality of service delivery. • Communicated and administered an ever changing business environment, company policies and developed long-range goals and objectives. • Re-started location moving from 15 seats for Medical Billing and First Party Telecommunications Customer Care work to 165 seats in 9 months with multiple clients in a blended call center environment. • Communicating with clients on a regular basis regarding KPI performance and action plans. Able to build strong client relationships at all levels ensuring client satisfaction and retention. • Solid leadership, leading by example while treating everyone in a fair manner; setting high expectations of excellence that are clearly communicated. • Experience in building high performing management and frontline staff. Ensuring clear guidelines are set, development of staff achieved through coaching and mentoring, providing a career path for those interested in moving toward individual career goals. •Awarded a telecommunications client project with 4 agents; within 5 months the successful project evolved into a 65 agent expansion. • Exceeded client expectations by 200% with month over month highest reconnection for cell phone accounts in the company history. Reducing churn and saving the company an average $400 per account. • Directly involved in the daily operations of the management team; planning, prioritizing and delegating work assignments to ensure proper functioning of the department and achieving client satisfaction. • Coordinated and prioritized new client pipeline and appropriately allocated resources to support client on-boarding activities, ensure capable agents are hired and well trained; accustom to working in a fast-paced, unstructured, entrepreneurial start-up environment, superior skills in critical thinking, influencing, and managing multiple priorities under tight deadlines. • Managed call center operations, ensuring service (SLA) and quality levels are met in a profitable and effective manner; ensuring results by delivering exceptional quality to customers while maintaining lean, highly productive teams. • Secured a new medical client project with a negative ROI, within 30 days our team was able to identify and make recommendations for changes to client processes. The client ROI moved quickly to positive return reducing the number of days in accounts receivable while optimizing performance based on team findings. • Provided client - publishing company first and second level technical support: starting with 15 agents after 4 months the successful project gained 16 additional seats: seasonal FTE adjustment to 65 agents; handling service tickets by phone, e-mail and chat. • Medical Claims Management projects demonstrated increase in revenue from $1.4MM to $3.2MM in monthly revenue accomplished with the same number of FTEthrough additional agent training. This project consistently produced over $3MM to $4MM a month in revenue for the client. • Solid experience working with budgets, forecasting, scripting, key call center metrics and analytics • Ability and experience in working with diverse cross-functional teams to ensure company objectives were met. • Strong record for partnering with clients to attain Statement of Work and client goals ensuring service delivery met and exceeded client standards. • Firm believer that training and clear communication sets a foundation for improving team performance and job satisfaction.
  • 3. • Responsible for directing and coordinating actives of business units to delegate goals and objectives. • Oversight analysis of call center activities, operations, forecasting goal achievement. • Engaged in hiring selection, development, motivation and deployment of staff ensuring effective support for all projects. Vision Financial Corp 2006-2007 Rockford, Illinois Vice President of Call Center Operations Recruited to locate a city for a new collection agency business; sole responsibility included site selection, complete build-out, capital equipment purchases, staffing 125 FTE, training, hiring management and agents; all accomplished in 95 days, successfully meeting budget and timeline for the project. Presented to Rockford, IL City Council a case for funding; resulted in procuring local government six figure funding for new call center. • Managed multiple start-up call center sites in New York and Illinois which included hiring, training, developing, motivating & retention of staff. • Developed training materials for Customer Care and Collections. • Recruitment, Training development, Quality Assurance development, Human Resource, Payroll and Compliance responsibility. • Clients included First and Third Party collections for telecommunications, hospital, medical, credit card, utility, and commercial accounts. • Executing long and short term performance goals as assigned by clients. • Experience in negotiating contracts, leases and service agreements. Worked with vendors to monitor pricing, service levels and service agreements. • Meeting with my management staff regularly allowed me to be in touch with developments in the center. Delegating work allows individuals to grow and learn new aspects of their job. Supervising their work provides the opportunity to give direction when needed it also enhances a professional relationship. Bay Area Credit Service 2000-2005 Antioch, California Chief Operations Officer A $45 million company; Promoted to COO position, within 45 days, through calculated business changes, new staffing and motivation the business turned around with a 35% improvement to the bottom line. Managed multiple California sites with 240 FTE; the business was sold in 2004 which eliminated 100 positions in the US adding 200 in Pune, India. Vertical Experience Collections, Customer Service, Client Services Hospitals, Physicians Groups, Medical Devises Property Leases Banking, Member Services, Cash Posting Laboratories, Vision, Ambulance, RCM Media, Cellular, Landline Communications Invoicing, Legal Department Management Insurance Billing, Self-Pay, Medicaid Adjudication Activation, Customer Retention Credit Cards- Private Label, Visa & MasterCard Sales- Cold Calls-Lead Generation, B2B, B2C ProductSupport, Back Office, Help Desk Systems: Experience running Davox Predictive Dialer System, Certified Training on Mosaix Dialer System, Touch Star, Nobel Dialer, Avaya, Cisco, ACD Phone Systems, CUBS, Latitude, Artiva, CRM, LiveVox, Shaw, HL7, PCI Insurance Billing System, iPlexis, Next Gen, IEX, CMS, Shaw, Advantage, Aspect, Total Systems, CACS, GUI, Pop Screens, FDR, Alltel, ACD/PBX System, Voice and Data monitoring, CRM, VRU, Siemens Switch, NEC Switch, Nortel Phone Systems. Software: Microsoft Office, Outlook, Excel, Word, Access, PowerPoint, Office 365.