Gary is a Senior Consultant at ApexCX.
Gary has over 2 decades in contact and operations centers. He started his career as a front-line call center manager and has leveraged that experience to become a proven leader in the contact center, BPO and Operational Excellence space.
Gary has extensive experience in operational business process improvement. As part of Cigna Healthcare’s process improvement team, he worked on several projects in member call and claims to utilize technology to increase customer experience, reduce delays and provide better outcomes. As part of dozens of contact center outsourcing initiatives, he has followed the “fix and shift” approach where all business processes were reviewed and redesigned prior to movement utilizing the latest technology and resources available. At Change Healthcare Gary ran a program which created a primary vendor strategy, including the selection of a Tier 1 vendor and negotiating a 10 year, $1B MSA to move ~3,500 seats across IT, operations, revenue cycle management, FP&A and sales through a series of SOW’s and staged implementations.
As a consultant Gary has spent time in several call center environments focusing on how process, technology, metrics, leadership and incentive structures drive agent behavior and movement and working to redesign process to better align corporate objectives with agent objectives. During COVID he worked with centers to support the move to WAH and alternating in office, focusing specifically on technology, incentives, and leadership styles to increase productivity.