May 2022 - November 2022 | McLaren Health Plan

Provided direct oversight of a large-scale, company-wide phone system migration across McLaren Health Plan, transitioning operations from the existing Cisco platform to Genesys Cloud. The initiative required extensive coordination across departments, leadership teams, technical resources, vendors, and frontline operations to successfully implement a new communications platform while maintaining continuity for teams responsible for serving members and providers.

My role included oversight throughout the implementation lifecycle, from initial system build and operational requirements through testing, employee readiness, training, rollout, and post-launch support. I worked closely with key stakeholders to ensure workflows and business needs were appropriately incorporated into the new environment and that employees had the resources and training necessary to successfully transition to the platform.

During implementation and following go-live, I also provided oversight of phone-related issues and escalations, helping identify operational impacts, coordinate resolution, communicate updates, and ensure concerns affecting employees or customer service operations were addressed appropriately.

Beyond replacing the existing technology, I approached the migration as an opportunity to improve how the organization utilized its contact center platform. This included identifying opportunities within Genesys Cloud and emerging AI capabilities to improve efficiency, streamline workflows, support quality and performance management, and reduce manual processes.

The project required balancing technology implementation with the operational realities of a large healthcare organization, ensuring that the transition supported both the employees using the platform and the members and providers relying on them for service.

Key Areas of Leadership:
Enterprise Technology Implementation • Digital Transformation • Change Management • Cross-Functional Leadership • Contact Center Operations • Training & Adoption • Stakeholder Management • Issue & Escalation Management • AI & Automation • Process Improvement