PerfectServe – healthcare’s only comprehensive and secure communications platform – today announced that Tom Cunningham has joined the company as the Director of Help Center Operations. He will focus on PerfectServe’s support operations and ensure PerfectServe continues to deliver satisfying customer service experience.
“We’re thrilled to have Tom on our team,” said Jeff Brown, Vice President of Client Services, PerfectServe. “He has proven in a short time that he can jump in to manage the needs of our users strategically in a fast-paced, evolving environment, and we look forward to his future contributions.”
Cunningham joins PerfectServe after working as the Director at Insite Managed Solutions, a call center professional services firm, for more than a year where he worked closely with partners to lead various process improvement initiatives. While there, he implemented unique Six Sigma tools to improve process flows and track productivity which directly resulted in a 40 percent reduction of employee attrition, a 28 percent improvement in line of business profitability and a 30 percent improvement in customer satisfaction scores.
Prior to Insite Managed Solutions, Cunningham served as Call Center Director at Elavon, (formally NOVA) the fourth largest U.S. credit card processor, for 10 years. During his time there, Cunningham focused on optimizing customer satisfaction, and improving the quality of customer engagement and efficiencies in utilization. He also developed and led a program to mentor and prepare high performing representatives for management.
The hire of Cunningham supports PerfectServe’s unprecedented growth in 2014, with 29 new client contracts and more than 260 go-lives occurring at leading healthcare organizations across the country.