CAROLYN ARMSTRONG McNULTY
Wilbraham
Summary
Customer centric and innovative Call Center and Customer Experience Leader with 19 years of progressive experience planning, developing and executing daily operations and long-term initiatives to achieve best in class Customer Experience for health outcomes . Medicare and DSNP Subject Matter expert within the Customer Service sector. Creative and highly strategic with excellent leadership and client relations abilities. Professional and outgoing with success in building relationships and collaboration with executive team members and heads of other departments. Goal to always keep the customer at the center of business decisions to be the face and the voice of the company.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Director of Med Adv and Duals Customer Service
Mass General Brigham Health Plan
Boston
11.2023 - Current
- Advised senior executives on strategies for resolving complex issues impacting operations, utilizing my skills with CX models and member journeys.
- Created and implemented an After-Call Survey for Med Adv members to gather Voice of the Customer data.
- Negotiated contracts with vendors for interpreter services, supplemental staffing, consultant work to align with CMS requirements, and the development of comprehensive Policies and Procedures.
- Managed financial operations, budgeting, forecasting, and financial analysis activities to achieve 100% growth in membership in one year.
- Cultivated a culture of collaboration among department heads to facilitate cross-functional project execution, including but not limited to: Compliance Monitoring Plan, Duals Implementation, PBM change, technology enhancements, and STARS improvements.
- Development of a Knowledge and Policy Repository and Policy Manager role as part of continuous improvement for representative accuracy and completeness of information provided to our members.
- Spearheaded efforts to enhance customer service processes while maintaining quality assurance standards.
- Communicated regularly with executive team members to deliver pertinent details related to progress status, and direction for projects.
- Provided customer service/CX leadership specific to the review of vendors' CS trainings and policies/procedures for compliance adherence.
- Oversaw corrective action plans to remedy structural, compliance, quality, organizational, and departmental risks.
Director of Customer Experience & Call Center
Health New England
Springfield
12.2021 - 10.2023
- Reported directly to ELT to form and implement the Call Center strategy to align with our Customer Experience promise.
- Created and lead our Member Council Advisory Committees for Both Commercial and Medicare members. This provided an opportunity to meet directly with our members and gather VOC data to drive plan changes.
- Revised the existing organization structure to become more efficient and better meet the needs of our customers and our service levels.
- Applied continuous improvement program in daily activities to boost productivity, improve quality and reduce costs.
- Slashed AHT by over 2 min, to result in the reduction of 10 FTEs and a half million dollar savings.
- Set and managed performance benchmarks for call center employees.
- Created a career path program for call center associates, both within Customer Service and to expand to other areas within the organization.
- Motivated and promoted team employees from within for key leadership roles. To achieve this goal, I contracted with a vendor to assess organizational structure and leadership cohesiveness.
- Managed budget preparation and assessment for call center needs.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Created a program to promote new managers from within, leading to a cohesive leadership structure.
- Provided organizational leadership to over 70 professionals.
- Provided organizational leadership and collaborated with the executive leadership team to establish long-term goals, strategies, and company policies.
- Collaborated with other departments to coordinate strategic marketing activities.
Call Center Director
PCS Retirement
Philadelphia
02.2021 - 12.2021
- Created the Customer Service department from the ground up due to multiple acquisitions. Including technology synergy, the creation of policies and procedures, staffing, and training programs.
- Provided organizational leadership to over 50 professionals, including supervisors.
- Service level increased by 125% in only a few months.
- Successfully implemented a new phone system to increase functionality, provide enhanced reporting, and more reliable performance.
- Set and managed KPIs for call center employees and management.
- Developed quality assurance standards, and established targets for all staff.
- Established strong and successful policies for employee actions and customer interactions.
- Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies, and company policies.
- Recruited and hired talented professionals with drive and dynamic skills to build success within the organization. Utilized bonus programs for retention and new employees.
- Established new workflows and employee training processes to improve operational efficiency.
Compliance Consultant
MassMutual
Enfield
02.2018 - 10.2019
- Perform routine compliance monitoring such as 38a-1,Fraud, and AML
- Lead a team to perform discretionary business reviews to enhance current processes for cost savings, while also ensuring compliance with laws and regulations
- Conducted annual risk assessments
- Day to day consulting with the business and our attorneys on compliance matters
- Member of the Business Vetting Team to determine which IT requests are needed to make sure our technology allows us to remain compliant and cost efficient.
- Adhered to deadlines in optimizing regulatory and operational performance.
- Established working relationships with regulatory agencies.
- Enforced regulations by reviewing federal and state laws to confirm compliance.
Call Center Director
MassMutual
Enfield
04.2016 - 02.2018
- Provided organizational leadership to over 22 professionals, including supervisors.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Improved: Service levels, call quality, and systems enhancements.
- Increase revenue by 75% from account retention through our proprietary IRA.
- Career coach for employees to successfully assist them in transitioning to other roles within the company.
- Ran client tours and gave presentations to highlight the call center abilities for clients, prospective clients, and advisors.
- Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
- Recruited and hired talented professionals with drive and dynamic skills to build success within organization.
New Business Consultant
MassMutual
Enfield
03.2014 - 04.2016
- Managed multimillion dollar plan conversions; working with sales, marketing, account management and compliance to smoothly transition customers to MassMutual’s platform
- Having ERISA background was chosen to second review plan Investment Contracts to ensure accuracy
- Awarded three spot bonuses for going above and beyond for customer satisfaction, cost savings and timeliness of the transitions.
- When my assigned projects were completed ahead of schedule, I volunteered to work with team members to transition their clients.
- Assisted with new hire mentoring and systems training.
- Developed and maintained successful relationships with industry leaders.
Business Operations Consultant
MassMutual
Enfield
10.2011 - 03.2014
- Specialty Testing and Allocations consultant for ERISA Advisory Services
- Prepared complex nondiscrimination testing for clients
- Resource for the department’s workflow and procedure writing Work closely with new business partners, on-going account managers and relationship managers to meet client needs with respect to Plan design and testing
- Conduct calls with clients, legal advisors, and plan advisors to achieve optimal Plan design
- Lead and serve as subject matter expert on various green and black belt projects
- Project manager for the Line by Line Specialty Testing project- aimed to identify Plans that may need Specialty Testing.
- Coordinated with Marketing to prepare Specialty Testing material to better educate clients and advisors Member of the RSVP team, which serves to assist Retirement Education Specialists with enrollment and investment meetings.
- Stayed abreast of local, state and federal regulations to bolster compliance of corporate procedures.
Customer Service Supervisor
MassMutual
Enfield
10.2007 - 10.2011
- Supervise and coach registered staff to achieve a 65% increase in customer retention
- Conduct research for, and write formal customer complaint responses Primary resource for the department’s workflow and procedure writing
- Develop and maintain the department’s new hire training curriculum
- Conduct all department training sessions via oral and written communications
- Lead and serve as subject matter expert on various green and black belt projects
- 2009 Winners Circle- Service Excellence Award – For superior Customer Service 2009 Winners Circle- President’s Cost Savings Challenge- resulted in $250,000 annual savings.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Customer Service Representative
MassMutual
Enfield
01.2006 - 10.2007
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted participants in understanding their retirement accounts and how to best utilize them.
- Upheld strict quality control policies and procedures during customer interactions.
- Assessed customer account information to determine current issues and potential solutions.
- Made outbound calls to obtain account information.
- Trained new employees on procedures and policies to maximize team performance.
Education
Bachelors of Arts - Sociology
Smith College
01-2004
Associates - Liberal Arts
Springfield Technical Community College
01-2002
Training Fellow For Executive Leadership - Executive Leadership
AHIP
06-2026
Skills
- Customer Service and Customer Experience Subject Matter Expert
- Relationship and Team Building
- Effective Communicator and Public Speaker
- Leadership and People Development
- Industry Expertise
- Change Management
- Complex Problem Solving
- Budget Planning
- Change and Growth Management
- Thrive Under Pressure
- Yellow-Belt Certified
- Legal and Regulatory Compliance
- Creativity and Innovation
Certification
Harvard Business School Online- Management Essentials Certified.
Timeline
Director of Med Adv and Duals Customer Service
Mass General Brigham Health Plan
11.2023 - Current
Director of Customer Experience & Call Center
Health New England
12.2021 - 10.2023
Call Center Director
PCS Retirement
02.2021 - 12.2021
Compliance Consultant
MassMutual
02.2018 - 10.2019
Call Center Director
MassMutual
04.2016 - 02.2018
New Business Consultant
MassMutual
03.2014 - 04.2016
Business Operations Consultant
MassMutual
10.2011 - 03.2014
Customer Service Supervisor
MassMutual
10.2007 - 10.2011
Customer Service Representative
MassMutual
01.2006 - 10.2007
Bachelors of Arts - Sociology
Smith College
Associates - Liberal Arts
Springfield Technical Community College
Training Fellow For Executive Leadership - Executive Leadership
AHIP