Open to opportunities

Lydia Peraza

@lydiaperaza

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Call center operations leader with 15+ years optimizing regulated, high-volume support and improving SLAs.

United States

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What I'm looking for

I’m looking to lead behavioral health–focused, compliance-aligned contact center operations—scaling teams, improving SLAs and KPIs, and partnering cross-functionally to deliver customer excellence.

I’m a call center operations leader with 15+ years of experience managing contact center and back-office operations within regulated environments. I build high-performing teams, drive SLA-based results, and optimize workflows by establishing KPIs, dashboard reporting, and quality metrics that support customer excellence and regulatory compliance.

At Optum Health Care (AbleTo Division), I’ve led the operations support team overseeing ~150 specialists and owned day-to-day contact center support, including call routing, number management, telephony scripting, and license management. I partnered with Training and Quality to strengthen coaching routines, QA calibration, and staff development—initiating performance strategies that increased Medicare conversions from 12% to 40% and commercial conversions from 6% to 20%—while aligning outreach to applicable State, Federal, and industry regulations.

Experience

Work history, roles, and key accomplishments

Director, Operations Support

Optum Health Care (AbleTo)

Jan 2022 - Jan 2026 (4 years)

Led the operations support team (~150 specialists) for a virtual behavioral health services division, driving SLA-based contact center performance and member/provider satisfaction. Increased Medicare conversions from 12% to 40% and commercial conversions from 6% to 20% through workflow optimization, escalations management, and compliance-aligned SOPs.

Workforce Planning Speech Analytics HIPAA Compliance Aligned Operations SOP Development Stakeholder Management

Operations Support Manager

Optum Health Care (AbleTo)

Jan 2020 - Jan 2022 (2 years)

Partnered with operations leaders to align service workflows and KPI performance for blended member service outreach operations. Built reporting routines and implemented Calabrio Speech Analytics to strengthen QA, compliance monitoring, and coaching programs.

KPIs Analytics Reporting Quality Assurance Calabrio Speech Analytics Workforce Planning Coaching & Calibration Salesforce Athena (Support Systems)

Operations Manager

Change Healthcare

Jan 2016 - Jan 2020 (4 years)

Managed blended inbound/outbound operations support, partnering with supervisors and agents to execute campaigns, staffing alignment, and KPI-driven results. Designed and optimized offshore contact strategies to improve workflow efficiency and routing accuracy, and built dashboards for better operational visibility.

KPIs Workforce & Routing Alignment Calabrio Speech Analytics Medicare Medicaid Enrollment Operations Support Stakeholder Management Service Strategy & Continuous Improvement

Call Center Manager

Client First Settlement Funding

Jan 2014 - Jan 2016 (2 years)

Directed call center operations and coached account executives to meet goals using metrics, business data, and market trends while ensuring SLA compliance and consistent service quality. Built the organization’s first structured support operation by establishing KPIs, SOPs, QA standards, and performance routines.