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subject matter expert

Ralph Choate EXPERTISE

SPEAKING ENGAGEMENTS

Participant direction call center management and customer service

National Home and Community Based Services Conference, “Quality Starts with the Customer Experience”

Mr. Choate oversees PCG Public Partnerships’ customer service operations for 75,000 self-determination program users and providers in 21 states. In this position, he is responsible for productivity standards and quality assurance benchmarking for customer service operations across four geographic locations, along with adherence to client-specific policies and procedures. In addition to career development of the PPL customer service team, Mr. Choate provides perpetual innovation to improve workflows and manages technology and the value of customer service provided to PPL clients, participants, and their service providers. Client organizations include the State of Arizona Department of Economic Security, Division of Developmental Disabilities; the State of Virginia Department of Medical Assistance Services; the State of Oklahoma Department of Aging; and the State of Colorado Department of Health Care Policy and Financing.

EXPERIENCE Prior to joining PCG Public Partnerships, Mr. Choate was President of Neutron Industries, where he developed and implemented company strategy, goals, operating plans, and policies for a $15 million P&L operation and implemented performance-based metrics and policies that led the business to eclipse a 17-year standing sales record while reducing overhead costs by 10 percent. He also served as Chief Operations Officer for MSA Solutions, where he oversaw all operational aspects of a $35 million P&L, 800-seat call center operation including client management, quality assurance, operations, HR, training, and IT. Mr. Choate was also Department Manager, National Credit Card Operations for HouseHold International (HSBC), where he was selected to develop a national credit card customer retention program for an $18 billion portfolio.

Society of Consumer Affairs Professionals Annual Conference, “Outsourcing Customer Interactions: Spring or Marathon” TMCnet.com Annual Conference, “Put a Shark in Your Tank: Outsource Benchmarking”

CERTIFICATIONS Certified Avaya / Mosaix Administrator Certified ShoreTel / Syntellect Administrator Certified Sales Trainer – Forum Corporation Certified Collections Trainer – Center for Business Solutions Court Appointed Special Advocate Boy Scouts of America Eagle Scout

ORGANIZATIONS Sigma Phi Omega, National Gerontology Academic Honor and Professional Society National Organization for Human Services Call Center Network Group

EDUCATION Mr. Choate will soon complete a Master of Science in Gerontology Studies, Management of Aging Services from the University of Massachusetts Boston. He earned a Bachelor of Science in Human Services Management from the University of Phoenix.

To learn more about Ralph Choate or other Public Partnerships, LLC Subject Matter Experts, contact us at info@publicconsultinggroup.com or 1-800-210-6113.

Public Consulting Group, Inc. | 40 Broad Street, 4th Floor Boston, Massachusetts 02109 | tel: (800) 210-6113 fax: (617) 426-4632 Copyright Public Consulting Group, Inc.

Ralph Choate, PCG Public Partnerships, LLC Subject Matter Expert  

Mr. Choate oversees PCG Public Partnerships' customer service operations for 75,000 self-determination program users and providers in 21 sta...