Darryl Rampartap

3270 N.W. 104th Avenue • Coral Springs, FL 33065 • (954) 695-9133

Success Driven HealthCare/Call Center Operations Professional

A results oriented professional with 15 years of broad-based management experience in health plan and call center
operations. Decisive leader with proven success in strategic planning and implementation of initiatives to
support new business opportunities. Customer focused and performance driven. Excels in business planning,
and establishing policies, process and performance monitoring systems to support continuous improvement.
Critical thinker and adept negotiator who can apply extensive knowledge of industry and government
regulations to direct resources, technology and expenses.

• Business Innovation & Integration • Proven ability to lead effective teams

• Customer Relationship Management • Process & Performance Improvement
• Forecasting/Budgeting (Operating & Capital) • Quality Improvement
• Negotiating/Bidding Large Government Contractors • Certified Six Sigma Green Belt

Equal strengths in delivering large scale projects ahead of schedule and under budget. Possess solid knowledge of
Federal Acquisition Requirements (FAR), Medicare policies and regulations and CMS guidelines and regulations.

KEY ACHIEVEMENTS
PROFESSIONAL EXPERIENCE
HIP Administrators, Hollywood, FL
Manager, Member and Provider Customer Service Operations (Feb 02-Present)
• Provide leadership and coaching to temporary and permanent call center staff to enable the team to meet or
exceed performance goals and customer expectations while building a high performing, culturally diverse
team.
• Analyze quality and production statistics with critical success factors to include the reinforcement of the
C.O.R.E. program while gauging team and call center focus and needs. Participate in quarterly calibration
sessions to ensure effective and consistent communication occurs.
• Lead multi-functional problem solving efforts; create an analysis framework; and present recommendations
for viable solutions in project level work.
• Build and maintain collaborative relationships through organization to ensure facilitation and resolution of
member and provider issues to include Claims, Enrollment, Billing and Grievance and Appeals
• Conduct ongoing review and analysis of performance results, goals and projections to continually improve
efficiencies while resolving escalated barriers/issues.

First Data Merchant Services, Coral Springs, FL

Service Quality Manager (1999-2002)
• Oversee development of new quality application program to improve member and provider satisfaction.
• Provide technical leadership and support to streamline operations though merger of quality operations and
realize cost savings across the organization.
• Established specific performance metrics and provide leadership to management staff surrounding HIPAA
polices and procedures increasing the metric score 35.00% in three months.
• Led division in improving accuracy of product application 10.00% in six months.
• Developed framework for database to improve customer satisfaction and gage feedback on performance
through online and voice automated technology for viable solutions to enhance service.
 Darryl Rampartap
3270 N.W. 104th Avenue • Coral Springs, FL 33065 • (954) 695-9133

Media One Cable, Pompano Beach, FL

Call Center Manager (1997-1999)
• Set clear actionable objectives and tactical plans to ensure performance standards were met.
• Developed relationships and educated customers and large organizations on changing Cable technology
regarding digital cable and telephone.
• Created and implemented short and long-term plans through logical thinking for financial effectiveness to
include monitoring and creating $2 million dollar a year call center annual budget.
• Reviewed quality and production statistics to gauge call center focus and needs.
• Managed accountability for Service Level Agreements and staff adherence. Implemented new workforce
management software, which improved call center adherence by 17%.

Precision Response Corporation, Margate, FL

Sales Manager (1996-1997)
• Monitored and managed over 20 million dollar regional and national accounts inventories and delinquencies
to include coordination with Sales and Marketing group administrators.
• Developed processes to improve sales and efficiency of departmental functions.
• Provided in-line auditing of departmental transaction and processes through critical evaluation of data and
via questions, probing and reasoning.
• Provided technical leadership through involvement and application of innovative processes and technology.

AT&T, Ft Lauderdale, FL
Team Manager (1991-1995)
• Provided leadership and direction to a workforce of 50-60 employees to include phone collection staff.
• Developed, implemented and monitored training programs.
• Responsible for organizing, developing, counseling, and motivating employees.
• Developed marketing concepts and alternatives.
• Suggested new products that increased earnings by 14%.
• Increased sales of wireless products by 17%.
• Post daily receipts and maintain all business financials, accounts receivables and payables.
• Developed standard operating procedures for all facets of operation.

EDUCATION/CREDENTIALS
Florida Atlantic University, FL BA Business Management
Six Sigma Green Belt Certification