CTCI Technology

Sales Account Executive

Bean Vault Coffee

Being a small business owner requires a combination of skills, including business acumen, marketing savvy, and customer service proficiency. Some of my responsibilities include managing finances, onboarding and supervising employees, as well as marketing our products and services. Providing excellent customer service and building relationships with our customer base is paramount.

Owning a small business can be rewarding, but it also comes with risks. As the owner, you have the freedom to set your own hours and be your own boss. However, there is also the risk of failure. Retail businesses are notoriously difficult to start and maintain, and many fail within the first few years. But the sense of pride you can have when you are successful will be immense. If you are thinking about starting a retail business, I encourage you to go for it. It is not easy, but it is worth it.

Here is a more detailed explanation of three important skills I use while operating my business:

•	Business acumen: Business acumen is the ability to understand and manage a business effectively. This includes understanding the financial aspects of a business, such as budgeting, forecasting, and accounting. It also includes understanding the legal and regulatory environment in which a business operates.
•	Marketing savvy: Marketing savvy is the ability to create and execute marketing strategies that will attract and retain customers. This includes understanding the target market, developing a marketing message, and creating and executing marketing campaigns.
•	Customer service skills: Customer service skills are the ability to provide excellent customer service and build relationships with customers. This includes being responsive to customer needs, resolving customer complaints, and going the extra mile to make customers happy.

Small Business Owner

City of Hoboken

As one of the Hoboken Police Department's law enforcement IT network administrators, I am responsible for the design, implementation, and maintenance of information technology (IT) systems and networks for our law enforcement agency.

This includes tasks such as:

•	Planning and designing IT systems and networks
•	Purchasing and installing IT hardware and software
•	Configuring and maintaining IT systems and networks
•	Providing technical support to users
•	Troubleshooting and resolving IT problems
•	Keeping up to date with the latest IT technologies
•	Implementing security controls
•	Managing user accounts and permissions
•	Monitoring IT systems for performance and security issues
•	Providing training to users on IT security

As an IT network administrator, I have a strong understanding of our information technology (IT) systems and networks. I am also able to work independently and as part of a team, while focusing on saving the department time and resources. We are confidential employees who handle confidential and sensitive information. 

The role of a law enforcement IT network administrator is challenging and rewarding. It requires my partner and I to use a combination of technical, problem-solving, and communication skills in an efficient and effective manner. I play a vital role in keeping my law enforcement agency safe and secure.

Police Sergeant & Information Technology Network Administrator

As a school resource officer (SRO), I was embedded within the Hoboken School System, working side-by-side with educators, students, their families, and the community at large. In addition to providing basic safety and security, our overarching intent was to generate lasting relationships and bonds with our community's youth, which could be leveraged to foster societal change in the way law enforcement is perceived.

The Hoboken Police Departments SRO program are sworn police officers who have received specialized training in working with children and youth. 

Our duties included:

•	Providing a safe and secure learning environment. This included patrolling the school grounds, responding to incidents, and investigating crimes.
•	Educating students about crime prevention and safety. As SROs, we instructed students about topics such as stranger danger, cyberbullying, and drug abuse.
•	We resolved conflicts by mediating disputes between students, staff, and parents. 

SROs play an important role in keeping our schools safe and providing a positive learning environment for all students.

School Resource Officer

As a senior patrol officer, I was often called upon to be a mentor to younger officers in order to develop them into effective members of the patrol staff. 

Some of our duties included:

•	Enforcing laws and ordinances
•	Responding to calls for service
•	Investigating crimes
•	Making arrests
•	Providing public safety information
•	Building relationships with the community

We were able to think quickly and make sound decisions in high-pressure situations. The ability to handle stress, work long hours, and have mental toughness are essential skills for patrol officers. Patrol officers play an important role in keeping our communities safe, and they are essential to the law enforcement profession.

Senior Patrol Officer 

As a county-wide narcotics detective, I investigated drug-related crimes that occurred in multiple jurisdictions. I worked with several members of other law enforcement agencies under the leadership of the Hudson County Prosecutor's Office. Each municipality that sent a detective to this task force did so to pool resources and expertise, as well as to have the ability to use undercover operations and wiretaps to gather evidence and enforce Controlled Dangerous Substance (CDS) laws. Our greatest strength was the ability to work collaboratively with other law enforcement agencies and the public.

Some of our daily responsibilities included:

•	Investigating drug-related crimes, such as trafficking, manufacturing, and distribution
•	Conducting surveillance on suspected drug dealers and traffickers
•	Making arrests and seizures of drugs and drug paraphernalia
•	Interviewing witnesses and suspects
•	Preparing reports and testifying in court

We also worked to educate the public about the dangers of drug abuse and to prevent drug use in our communities. We did this by conducting presentations at schools, community centers, and other venues. 

Being a county-wide narcotics detective was a challenging but rewarding experience. I was proud to be part of a team that was making a difference in our community by fighting drug trafficking and abuse.

Detective assigned to County Wide Narcotics Task Force    

Responsible for building relationships with the community and working to solve problems that affect the community. I attended community events, met with residents, and worked with local businesses to identify and address crime and social disorder. The Hoboken Police Department's Community Policing Officer unit was responsible for enforcing the law, but we performed this task in a way that was respectful of the community and that built trust and meaningful relationships between the police and the citizens of Hoboken.

Community Policing Officer 

As a Narcotics Detective in the unit, I played an important role in keeping our community safe from the dangers of drug trafficking and abuse. We were often called upon to work long hours and deal with dangerous situations, but we were committed to making a difference in our community.

We were tasked with 

•	Investigate drug-related crimes, such as trafficking, manufacturing, and distribution
•	Conduct surveillance on suspected drug dealers and traffickers
•	Making arrests and seizures of drugs and drug paraphernalia
•	Interviewing witnesses and suspects
•	Prepared reports and testified in court
•	Worked with other law enforcement agencies to combat drug trafficking
•	Educate the public about the dangers of drug abuse

Members of this unit possessed many skills we drew upon such as  

•	Excellent investigative skills
•	Strong analytical and problem-solving abilities 
•	Excellent communication and interpersonal skills
•	Ability to work independently and as part of a team
•	Ability to handle stress and work long hours

Detective Vice / Narcotics  Squad

City of Hoboken Police Department 

I am a highly motivated and seasoned professional with a proven track record in law enforcement, small business project management, and sales. My background as a Former Police Sergeant has equipped me with strong leadership skills that inspire and empower others to reach their full potential. I am mission-driven, dedicated, and thrive in team environments where collaboration and excellence are paramount.

As a Sales Executive, I leverage my expertise to drive sales growth and cultivate lasting customer relationships. My approach is rooted in integrity, positivity, and empathy, ensuring that I meet and exceed my goals.

As a customer-focused small business owner, I understand the critical importance of delivering exceptional customer service. Creating a positive customer experience is the cornerstone of building loyalty and generating repeat business. My team and I are committed to engaging with our customers daily, ensuring their satisfaction and continued support.

I am passionate about what I do and bring a strong work ethic and relentless drive to every challenge I undertake.

Justin L DePascale

Brighton Health Plan Solutions

Partnering with the COO and executive team to build a high-availability, top-quality mental and general health provider network, I onboarded 4 new clients, including BCNC and Humana Health, and rolled out a Rapid Implementation Onboarding Team (RIOT) to support new clients with their member base for the first 120 days.

I’ve always felt that strong leadership skills require a focus on resolving both customer and team member concerns with empathy and efficiency. While leading a 375-person service operation (e.g., member, provider, claims services, and training), I improved individual performance, customer satisfaction, and NPS score by 43% with the expansion of our onshore and nearshore service team. By integrating an Operational Excellence Team into service operations, we saw faster response times, superior service, a 73% spike in agent availability, and 69% rise in agent performance. 

In addition, by capitalizing on our Knowledge Management department, community portal, workflow, and training access, our staff contact rate for continuous education opportunities improved by 36%. Critical to trimming 23% of costs and boosting profitability, was driving 18.4%+ efficiency improvements across our current book of business. I also deepened collaboration and closed communications gaps with both commercial and labor lines of business (e.g., insurance verification, account and contract management, medical management, and benefits administration).

Driving technology improvements, we surpassed a 75% service score by launching ACS survey (Medallia Technology Surveying) and enforcing contractual SLAs with outside service vendors and offshore partners.

ABOUT THE COMPANY: 
Brighton Health Plan Solutions is a TPA improving how healthcare is accessed and delivered. Partnering with health systems and self-insured clients, as well as other third-party administrators (TPAs), and empower them to meet today's challenges.

Senior Vice President of Service Operations

Mosaic Group Unlimited, LLC

VP of Support Services, 2017 – 2020
Independent Consultant, 2016 – 2017

Focused on aligning the customer experience within a low-touch/no-touch self-service environment, I raised the bar in client service delivery, call center operations, KPI goal attainment, cost reduction, profitability initiatives, and direction of our supply/demand teams across 5 countries.
Able to quickly assess the needs of the business, both from an internal position (resources, tech, training) and external customer/member perspective, I directed an extensive portfolio of small /medium multinational, midmarket, and enterprise clients in multiple industries valuing $173M while ramping up the provider network with thousands of FT and PT therapists, psychologists, physicians, and nurse practitioners.

I also optimized business growth, profitability 58%, and customer retention 43% YOY while outsourcing 85% of tier-one customer service calls to a third-party vendor. By monetizing professional services, our post-sales revenue soared 91%.

To save $18.7M in costs, I upgraded existing SF and Medallia Survey technology, optimized services, and negotiated contract rates. And by leveraging Medallia and ACS survey tools in 2019, we exceeded a 90% customer experience score.Another product success story surrounded our pest control software, which elevated the user experience by leaps and bounds. In partnership with product development, engineering, supply, and demand teams, we were able to make constant improvements and track product POS.

Critical to our success was establishing a formal L&D and Knowledge Management Department and launching an SFDC community portal, workflow, and training. This not only reduced contact by 28%+ but also empowered staff to self-identify areas of improvement to strengthen their knowledge retention.

ABOUT THE COMPANY: BPO solutions for varied  business verticals by aligning operational support services and logistics management.

McGraw Hill

Reporting to the VP of Global Operations, I led 800 agents spread across 5 contact call centers and technical service teams in Mexico (325 seats), Philippines (280 seats), and Costa Rica (195 seats) to support 15 million-plus customers with mobile applications and platform desktop access.

Applying a varied vertical approach to global contact center solutions, I look at business needs and adapt to the existing need by applying previous real-world experience to better enhance and replace current processes. By doing this, not only was my team able to generate $1.2B per year and $9M in up-selling initiatives, $6M in outbound calling sales programs, and $13M+ in retention programs, they also captured $49M increased account penetration.
By outsourcing 68% of customer service calls to third-party vendors and agencies in 2016, we saved $4.3M. Enforcing contractual service level agreements (SLAs) and advocating voice of the customer (VOC) initiatives were key to lifting NPS from 69 to 93 in 18 months.

Fueling product success, I partnered with our VP of Product to improve McGraw-Hill’s industry-leading scholastic engagement software and enrich the user experience (UX). And a "Product Speed to Market" business process change abridged the new product process cycle by 31%.

On the people side, we cut $1.7M in yearly costs by increasing simulated training modules within an existing facilitator-led curricula and shaved 38% from training times by taking an agile approach.

ABOUT THE COMPANY: Educational publishing company, pre-K to post-grad

Senior Director Contact Center /Service Delivery Operations ( International Teams)

Dell

Brought onboard to direct 275 services reps across 4 Massachusetts-based sites on company-wide strategic initiatives, I spearheaded the company’s go-live launch date for ACA while reporting to the Head of Global Services.

Converting a localized healthcare system to a national plan was an immense undertaking. Between juggling staffing needs, resource building, and technology implementation, new and more complex challenges sprang up daily. 
My team was incredible in launching the platform for the entire ACA (Obamacare) program, fielding messages from thousands of members across multiple states who were seeking assistance for services. The most challenging part about this assignment was being able to drive NPS satisfactory scoring and service availability, but we prevailed despite having inaccurate data. 
No easy feat boosting our NPS by 68%, but by creating a dedicated escalations team, we fast-tracked issue resolution times and strengthened relationships with our outsourced omni-channel partners to verify members’ plan coverage. 

Our service resolution rates catapulted from -17% to +92.6 score based on member feedback. 
Always willing to partner to find solutions to any problem, I created and rallied a high-performing workforce of front-line leaders, support and QA staff, and workforce management professionals to lower operating costs 28%
Guiding the rollout of cutting-edge call coverage technology (ACD, auto attendants, telephony, and WFM platforms), we skyrocketed service levels from 12% to 96% while curtailing call abandon rates from 45% to 2% and call wait times from 75 minutes to less than 33 seconds.

ABOUT THE COMPANY: Innovative TPA option for healthcare industry.

Senior Director Contact Center Operations (Affordable Care Act Contact Center)

Manhattan's Physician Group

Reporting to the Chief Medical Officer (CMO), I established the group’s first 150-person call center team, a clinicians’ team, and outsourced partners that supported 10 million members/doctors. 

Propelled member reengagement by 73% and service-response resolution rates to more than 95%. Partnered with CMO to establish long-term care clinician team. Positioned account management teams to add $2.5M in revenue.

My management style has always been one of openness, acceptance, and real guidance to pull the best from my people. One defining success for me was coaching and mentoring a staff member with tons of potential but lacking in her phone skills. After only a few months, her customer rating scores improved substantially and she quickly grew to a supervisory role. Her team saw her as a source of intelligence and problem solver within the organization. Today, she serves as a member services director for a major healthcare provider network.
ABOUT THE COMPANY: A medical practice management firm of 75 medical offices and 100 medical facilities/hospitals throughout NY, NJ, CT & PA).

Director of Member Services (Inbound/Outbound)

Magellan Health

Earning 2X promotions from supervisor (1 yr.) and manager (1 yr.) to EAP Services Call Center Director (2 yrs.), I guided a direct team of 30, a 250-person domestic call center operation, and 275 nearshore/offshore staff through a third-party vendor. 

Known as an adaptable, evolutionary agent of change, I initially launched the EAP services division to facilitate mental health services to our member pool. After employing an in-home health care team as an additional billable service, our revenue increased 27%, which equated to an additional $2.8M/year. 

An energetic organization and team builder, my career from the very beginning has been about turning high-volume contact center teams into strategic business enablers, minimizing churn and improving efficiency and service delivery, and maintaining a close eye on customer service excellence.
Under my leadership, employee churn dwindled from 68% down to 13% and morale rose steeply, with individual performance improving by 43% and team performance goals reaching 85%+ on average.
With the integration of Salesforce CRM technology, multi-insurance carrier systems, Genessis telephony integrations, and call center management packages, we maintained ASA under 60 seconds, an ABA of .03, and an AHT of 4 mins. 

ABOUT THE COMPANY: Company connects behavioral, physical, and social needs into the complete picture of care).

Member Services/EAP Contact Center Director

At Brighton Health Plan Solutions, my leadership in service operations has been instrumental in developing a high-availability health provider network, onboarding notable clients like BCNC and Humana Health. Our team’s innovative Rapid Implementation Onboarding Team initiative has significantly bolstered the support for new clients, reflecting my commitment to enhancing customer experiences and operational efficiency.

With a strategic focus on empathy and efficiency, I've led a 375-person team to dramatically improve customer satisfaction and NPS by 43%. My approach to scaling service operations revolves around optimizing performance metrics and fostering a culture of quality, which has successfully expanded our onshore and nearshore capabilities. These accomplishments underscore my dedication to driving revenue growth through customer-centric service delivery.

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The Battle

Justin L DePascale

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