Brandon Markus, MM

I spearheaded the operational strategy at Nimble Health, driving efficiency and member satisfaction while producing significant cost savings. • Achieved over 80 NPS and 90% CSAT through redesigned operational processes, using AI driven quality assurance. • Implemented cost-effective technologies within Salesforce and Amazon products, contributing to a $2.00 PMPM savings to the client base • Established an omni-channel foundation for member interactions with Salesforce and AWS, creating AI solutions that enhanced agent and customer experience.

• Led the transformation of a 30-agent contact center to over 350 agents in five years, exceeding performance targets. • Achieved a Contact Rate of over 50%, NPS above 80, and CSAT exceeding 90% while reducing costs by 20%. • Developed a technology roadmap integrating Salesforce and Amazon Connect, enhancing operational efficiency leveraging AI to enhance agent output and customer experience.

• Oversaw strategic operations for four state contact center contracts in a Medicaid/Medicare program. • Led a team of 200 employees, enhancing operational efficiency and compliance with regulations. • Collaborated with state and federal employees to implement process improvements, elevating member experience and meeting performance standards.

• Managed a team of over 100 customer service employees directly, ensuring high-quality service delivery to Medicare patients and providers. • Achieved top-tier performance in federal government contract KPIs for Medicare, ranking in the top 10%. • Represented the company in presentations to CMS Directors, showcasing best practices that were replicated to other contracts.

Provided leadership and direction to a large-scale customer service center with over 200 employees, fostering a high-performance culture and driving employee engagement. Developed and implemented a region-wide time management system that reduced labor costs (shrink) by 10% and achieved top-ranking performance, demonstrating a strong understanding of workforce optimization and its impact on profitability. Selected to be trained at the corporate level for leadership development.

Developed and implemented targeted coaching strategies that significantly improved individual and team performance, resulting in the team achieving the #1 ranking out of 11 teams in a 500 person call center within the first six months.