Doug Hogge
Supervisor Service Account Management at Optum | Layton, Utah, United States
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Doug Hogge serves as the Supervisor of Service Account Management at Optum, where he leverages over 15 years of management experience to drive customer satisfaction and operational efficiency. His passion for helping others achieve their best selves is evident in his strategic approach to problem-solving and change management. Doug excels in analyzing customer pain points and implementing innovative solutions that not only enhance customer loyalty but also contribute to revenue growth.
One of Doug's key projects involved a significant procedural change regarding the release of transaction information. Previously, stringent protocols prevented the sharing of this data, which often left customers frustrated. Recognizing the impact of this limitation on customer satisfaction, Doug collaborated closely with the Fraud department to revise the procedure. By introducing a One-Time Passcode verification system, he successfully streamlined the process, resulting in a remarkable 10% increase in customer satisfaction and a consistent improvement of 10 points in overall quality performance each month. This initiative not only demonstrated Doug's strategic thinking and ability to build trust across departments but also highlighted his commitment to enhancing the customer experience.
Doug's expertise in change management, scorecard management, and customer service training positions him as a valuable asset within Optum. His skills in time management and metrics analysis enable him to effectively monitor performance and drive continuous improvement. As he continues to lead his team, Doug remains focused on fostering a culture of excellence and innovation, ensuring that customer needs are met with the highest level of service.
Supervisor Service Account Management at Optum in July 2022 to Present
Customer Service Manager (Commercial PROX Remote Team) at Citi in February 2018 to February 2022
Customer Service Manager (Consumer Remote Team) at Citi in October 2010 to February 2018
Collections Manager (Commercial Revolving) at Citi in November 2007 to October 2010
Collections Operations Analyst / Dialer Manager (Home Depot) at Citi in November 2006 to November 2007
Project Analyst / Project Manager at Citi in April 2004 to November 2006
Operations Analyst / Dialer Manager (Staples, Office Depot, Office Max) at Citi in October 2000 to April 2004
Team Lead / Collection Specialist at Citi in July 1998 to October 2000
Entry Level Outbound Collector at Citi in July 1996 to July 1998
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Weber State University, Bachelor of Science - BS
Brigham Young University - Idaho, Associate of Arts and Sciences - AAS
Layton High School
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Leading Positive Change
CPR
Payment Services
Information Privacy
Attendance Management
Scheduling Management
Fraud Prevention
Scheduling
Regulatory Compliance
Customer Service
Management
Credit Cards
Leadership
Project Management
Retail Banking
Team Leadership
Financial Risk
Analytical Skills
Data Analysis
Change Management
Payments
Finance
Team Building
Operations Management
Time Management
Customer Satisfaction
Customer Retention
Customer Experience
Customer Engagement
Customer-focused Service
Customer Service Operations
Customer Service Training
Banking Customer Service
Customer Loyalty
Customer Self Service
Collections Management
Collections
Business Analysis
Business Process Improvement
Business Management
Scorecard Management
Work at home team management
Targeted Selection Interviewing
Strategic Thinking
Diversity & Inclusion
Strategic Planning
Creative Problem Solving
Team Motivation
People Management
Team Management
Call Routing
Customer Service Management
Microsoft Office
World class customer service
Contact Center Management
Organizational Culture
Emotional Intelligence
Interpersonal Communication
ROI Strategies
Artificial Intelligence (AI)
Computer Vision
Optical Character Recognition (OCR)
Metrics
Building Trust
Communication
Transformational Leadership
Interpersonal Leadership
Unconscious Bias Awareness Training
Performance Management
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Discover more about OptumWhat is Doug Hogge email address?
Email Doug Hogge at [email protected] and [email protected]. This email is the most updated Doug Hogge's email found in 2026.
How to contact Doug Hogge?
To contact Doug Hogge send an email to [email protected] or [email protected]. (updated on September 02, 2024)
What company does Doug Hogge work for?
Doug Hogge works for Optum
What is Doug Hogge's role at Optum?
Doug Hogge is Supervisor Service Account Management
What is Doug Hogge's Phone Number?
Doug Hogge's phone (801) ***-*351
What industry does Doug Hogge work in?
Doug Hogge works in the Financial Services industry.
Doug Hogge Email Addresses
Doug Hogge Phone Numbers
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