Jeanine McLeod
@jeaninemcleod
I lead healthcare and customer experience operations through standardization, quality, and AI-enabled transformation.
United StatesWhat I'm looking for
At Atrium Health, I direct TeleHealth call center operations across 700+ service lines, leading teams through enterprise standardization, quality improvement, compliance, and AI/tool/process integration. I've managed a $10 million budget and 250+ employees while improving patient access, strengthening contracts, and increasing after-hours service revenue.
Previously at Cox Communications, I built customer experience and performance programs across multi-state operations, raising quality from 85% to over 92.5%, maintaining 97%+ first-call resolution across 6,000+ monthly calls, and reducing handle time by more than 12%. I enjoy building capable teams, unifying best practices, and turning operational insight into better customer outcomes.
Experience
Work history, roles, and key accomplishments
Directed call center operations and managed multiple teams, establishing unified enterprise standards and integrating procedural, technical, quality, and compliance-focused health care solutions across departments. Managed a $10,000,000 budget and teams of 250+ employees, reducing costs and increasing revenue through standardization and contract audits.
Customer Care Manager
Cox Communications
Jan 2015 - Jan 2022 (7 years)
Managed and developed best practices, personnel, and collaboration across a multi-product, multi-state environment. Created integrated skill enhancement frameworks and optimized interdepartmental best practices across regions and teams.
Customer Experience and Performance
Cox Communications
Jan 2014 - Jan 2015 (1 year)
Identified, defined, and implemented nationwide corporate best practices for customer experience. Advised local and national teams to develop coaching strategies and policies, and conducted multi-state calibrations to unify operations.
Technical Support Manager
Cox Communications
Jan 2001 - Jan 2014 (13 years)
Managed and developed teams for a national subscriber base exceeding one million customers. Created sales, incentives, and performance measurement programs, and coordinated with systems across the country to align best practices.
Education
Degrees, certifications, and relevant coursework
Northeastern University
Master of Science in Management, Healthcare Administration
Pursuing a Master of Science in Management with a focus in Healthcare Administration.
Concord Law School
Juris Doctor, Legal Studies
Earned a Juris Doctor degree with a focus in Legal Studies.
Occidental College
Bachelor of Arts, American Studies
Earned a Bachelor of Arts degree in American Studies.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
Skills
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