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Michael Skolozdra, Vice-President of Operations, ConnectiCare
Biography:
Michael Skolozdra is an experienced operations professional with demonstrated success as a leader in managed care operations and call center services with a strong focus on member and customer satisfaction. Michael has successfully applied call center techniques (call modeling, call forecasting and scheduling) to improve overall customer service levels to previously unequaled levels. He has developed and enhanced quality assurance and training programs and worked closely with I.T. staff to improve the use of technology in the service center as well as the ability to deliver world class service through the internet.

Areas of Expertise:
Member services, provider services, small group sales and enrollment services, call center techniques, quality assurance and training programs, world-class customer service.

Specific Subjects and Issues for Speaking Appearances & Media Inquiries
Customer service, member services, call center techniques, quality assurance and training programs, high-performing corporate cultures, pandemic flu planning.

Professional Achievement
Under Michael’s leadership as director of the call center and now as Vice-President of Operations, ConnectiCare has been ranked the #1 health plan in Connecticut for customer service when compared to our competitors, based on Consumer Assessment of Healthcare Providers and Systems (CAHPS) scores for the past 3 years. During Michael’s tenure, ConnectiCare was also ranked #6 in the country by U.S. News and World Report for overall customer satisfaction (2005 & 2006).

Educational background
1988, Roger Williams University, Bachelor of Science in Computer Science/ Mathematics
1999, Center for Creative Leadership, “Leadership Development Program”
2003, Wilson Learning, “Leadership Series”
2004, Ritz Carlton Leadership Center, “Legendary Service at The Ritz-Carlton”

Background
Michael Skolozdra is an experienced operations professional with demonstrated success as a leader in managed care operations – leading ConnectiCare to national acclaim being ranked #6 in the country by U.S. News and World Report for overall customer satisfaction (2005 & 2006), with a strong focus on member and customer satisfaction.