Kathie Lehner
Corrales, NM 87048 505 453 4050 or [email protected]
www.linkedin.com/pub/kathie-lehner/2/310/829
Profile
Director Call Center Operations
Imaginative service operations leader with 20 years of demonstrated mastery building and improving company operations. Motivated by service quality, and sales improvements that increase cost efficiency gains. Significant skills in managing contact centers, technologies and performance. Hands-on creative problem solving based upon structured data analysis and evaluation. Focused team builder who empowers and inspires others to reach strategic goals exceeding their own and customer expectations. Flexible with concentrated C level communication skills conducive to stimulation and interchange of ideas for reformation. Diverse industry and competent experience in healthcare, wireless communications, technical support, and cable, including contract management and outsourcing.
Skills
Call Center Management (multiples, small 25- Large 1000+-) Start Up Savant CRM Service Quality/Cost Reformation Budgeting/Execution Targeted/Profiled Hiring Mechanics Contract/Client Stewardship Vendor & Outsourcing Au courant in Medicare/ Medicaid /HIPAA compliance
Professional Experience
Outcomes-Health Information Solutions Albuquerque, New Mexico (2010-2011) VP of Operations for full service solutions for data acquisition, auditing, healthcare data analytics Built operational readiness and launched start up in NM with >100 medical experts. Results: Audited more than 200,000 patient records in 2010 with quality scores exceeding 90%. Developed processes and reporting for national quality and production measures in 2011. Results: Comparative reporting by site and roll up to national reporting used for company dashboard Achieved the 95% quality in the first years abstraction audits for HEDIS Results: 95% quality scores for auditing teams nationally thus improving 5 Star program ratings for clients. LifeMasters Supported Self Healthcare, Albuquerque, New Mexico (2004-2010) Site Director of Clinical Operations for disease management and wellness firm helping individuals with chronic disease, and managing contracts for eleven accounts with more than $30 million dollars in revenue. Bolstered and strengthened contract adherence to meet clinical indicators as well as ROI for HMOs, Health Plans and Employee groups. Results: Process improvements and system related changes resulted in cost saving of >$1 million annually in fee risks, including an ROI of 7:1 on specific contracts. Championed 2 year pilot focused on improving self healthcare coaching telephonically. Results: New coaching model developed and White Paper published showing reduced healthcare costs for those in pilot. Accenture Consulting- Customer Relationship Management- Phoenix, Arizona (2002-2003) Associate Partner, Customer Contact Transformation. Assessed transformation opportunities for service center industries to assess and define service improvements and cost efficiencies. Constructed a three year solution for utility company bringing in $10 million EBITA after initial investments. Results: solutions found savings of > $50 million dollars over ten years for multi center client. Developed outsourcing operations processes and assisted in bringing up a new center in India. Results: ability to reduce substantial costs for major telecom with more than 3,000 agents, contract development of $500 million outsourcing arrangement
Kathie S Lehner
Sprint PCS Wireless Service- Customer Solutions Division, Rio Rancho, NM (1998-2001) Site Director responsible for start-up, launch and development of new national business processes. Championed grass roots, frontline effort to improve standard of quality (included ACD stats). Results: first center to achieve and maintain 95% quality in all lines of business; ranked within top 3 centers at all times. Realized team improvements for innovation in handle time reduction. Results: reduced operational costs by 20% through quality and coaching techniques. Sustained highest employee satisfaction nationally through skip level meetings, brown bags and floor management. Results: Lowest employee attrition and highest customer satisfaction in 12 centers. AT&T Wireless Services-National Customer Care Division, Seattle, Washington (1994-1998) Director of National Customer Care Operations for 9 contact centers. Simultaneously directed multiple projects to standardize all business practices; training; service; national reporting; technical improvements (hardware and software) including standard use of IVRs, switches and advanced routing technologies. Led strategic effort to design national virtual call center environment for Wireless customer care. Results: cost savings of $500 million over 5 years after the cost of implementation; Other benefits included: service levels 90% w/i 20 seconds; reduced handle time nationally (1 minute off 2.3 million calls monthly); reduced training costs/materials (estimated15%); national online web reporting pushed to operations users. Director- National Business Design Team, AT&T Wireless Seattle, Washington Directed multiple national teams to design, test and implement new user interface for customer service agents Organized and led a systematic approach with multiple teams to design each part of the customer interface using critical decision making techniques to gain commitment even without consensus. Results: a successful design and launch of the new interface.
Major Proven Accomplishments
1998: Led national teams to develop and implement national virtual standardization plan for multiple wireless service call centers including network, IVR, Training, reporting and technology. The vision was to design a virtual call center model to eliminate multiple centers and improve technology. This strategy for consistent customer service with major cost efficiencies also drove the innovation of directed network cloud and other technology improvements saving a projection of $500 million for AT&T Wireless. 2007: Championed pilot for patent pending coaching model geared to improve interactive dialogue with patients. Research with University of Oregon pinpointed the need to understand the willingness to make change happen around health and wellness through self efficacy. Combined with motivational interviewing techniques, the two year pilot showed staff can encourage better results with patient interaction over the phone. These highly transferable skills helped to create a new culture for the company and the white paper study results show significant cost efficiencies on those patients participating in the study. 2011: Start up Expertise! Two major operations from construction plan to fully operational: Sprint PCS launched with 400 employees and grew to 1,400 employees in the first two years. An award-winning environment was created the first year by assessing all center processes. This work laid down the road map for the 230 center managers and resulted in receiving the 1999 New Mexico Quality Award (Malcolm Baldridge criteria) and Business of the Year, 2000; At Outcomes Health, the center was created from strategic concept including determining location, profiled hiring, developing enhanced training and establishment of center policies, procedures and technology. Professional Affiliations Chair and President, New Mexico Call Center Alliance Executive Board, Rio Rancho Economic Development Corporation President of the Board, New Mexico Ballet Company NM Association of Commerce and Industry (ACI) Middle Rio Grande Business and Education Consortium Executive Board, Rio Rancho Education Foundation Education University of New Mexico (and University of Albuquerque) Business Management Certified in Zenger Miller Management Trainer training development, problem solving, project management and various quality-based programs.
