Areas of Expertise
Prior to joining the firm, Doug worked as an Operations Manager with an industry-leading benefits administration outsourcing firm. Doug also has experience as a benefits analyst and as a lead customer service representative. As a benefits analyst, Doug was responsible for daily processing of participant accounts, management of client projects and assisted all offshore associates. He is also experienced as a lead customer service representative, handling escalations, manager calls, document management and training of new customer service representatives.
In his Call Center Manager role, Doug oversees call center engagements across multiple services within benefit administration. He manages daily operations of the call center while working closely with the consulting team to ensure deliverables are met timely and accurately. He also supervises the fulfillment center where inbound and outbound mailings for benefits administration are processed and imaged. Doug plays an important role as the liaison between the consulting team and the client participant population. He is passionate about providing the best possible participant experience through quality customer service.
What's Your Passion?
Personally, my passion is my family. Professionally, I get excited by learning new technologies and using those advancements to improve the customer experience. I also enjoy the recruiting, talent development and team building aspect of my role as Call Center Manager.