Robert Defeo is a seasoned Manager of Customer Service at MAXIMUS, where he plays a pivotal role in overseeing the call center operations for the New York State Physician Profile and New Jersey Health Care Profile teams. With a robust background in customer service and...
Robert Defeo is a seasoned Manager of Customer Service at MAXIMUS, where he plays a pivotal role in overseeing the call center operations for the New York State Physician Profile and New Jersey Health Care Profile teams. With a robust background in customer service and call center management, Robert has consistently demonstrated his ability to lead teams towards achieving operational excellence while aligning with the company’s strategic goals. His expertise in operations management and team leadership has been instrumental in fostering a high-performance culture that prioritizes customer satisfaction and efficiency.
In his current role, Robert is responsible for the day-to-day management of call center activities, where he not only motivates his team to exceed client expectations but also ensures that physicians and consumers receive timely and effective support. His innovative approach to problem-solving allows him to think outside the box, leading to satisfactory solutions that enhance service delivery. Robert’s skills in vendor management and project portfolio management further contribute to the seamless integration of services, ensuring that all operational aspects run smoothly.
Key projects under Robert’s leadership include the implementation of new CRM systems designed to streamline communication and improve response times, as well as initiatives aimed at enhancing team training and development. His commitment to mentoring team members has resulted in improved performance metrics and higher employee engagement, solidifying his reputation as a transformative leader in the customer service industry. As he continues to navigate the complexities of call center operations, Robert remains dedicated to driving innovation and excellence at MAXIMUS, ultimately benefiting both clients and consumers alike.
