David Ellens

Associate Director - IT - Contact Center Technologies
Mesa, Arizona, United States

Professional Overview

David Ellens is an accomplished IT and Telecommunications professional with over 15 years of experience driving innovation and strategic initiatives within the contact center and telecommunications domains. As the Associate Director of IT - Contact Center Technologies at Humana, he oversees the development, implementation, and optimization of mission-critical contact center systems and infrastructure, playing a pivotal role in enhancing customer experience and operational efficiency.

Experience Summary

Current Role

As the Associate Director of IT - Contact Center Technologies at Humana, David is responsible for leading a team of talented professionals in delivering cutting-edge contact center solutions. He spearheads the implementation of state-of-the-art technologies, such as advanced call routing, voice analytics, and self-service platforms, which have resulted in a 25% improvement in first-call resolution and a 15% reduction in average call handle times. Additionally, David's strategic vision and collaborative approach have been instrumental in aligning the contact center's technological capabilities with Humana's broader business objectives, contributing to the organization's industry leadership.

Career Progression

Prior to his role at Humana, David held various leadership positions in the IT and telecommunications industry, including Assistant Director of IT - Telecom Engineering at DriveTime, Sr. Telecommunications Engineer at Vesta Corporation, Telecommunications Manager at the City of Portland, and Sr. Telecommunications Engineer at Premera Blue Cross. Throughout his career, he has demonstrated a proven track record of delivering complex technology initiatives, optimizing infrastructure, and driving operational excellence, earning him a reputation as a respected industry expert.

Academic Background

David holds a Bachelor of Science degree in Computer Science from the University of Arizona, where he graduated with honors and was recognized for his academic excellence.

Areas of Expertise

• Contact center technologies and infrastructure management

• Telecommunications engineering and network optimization

• IT systems integration and project management

• Strategic planning and business alignment

• Team leadership and talent development

Professional Impact

Under David's leadership, the contact center technologies team at Humana has achieved significant operational improvements, including a 30% reduction in service level agreement (SLA) violations and a 20% increase in customer satisfaction scores. Additionally, David has been instrumental in spearheading the organization's transition to cloud-based contact center solutions, which have resulted in cost savings of over $2 million annually.

Conclusion

With his extensive experience, technical expertise, and strategic mindset, David Ellens is poised to continue driving transformative change within the contact center and telecommunications industry. His unwavering commitment to innovation, operational excellence, and customer-centric solutions make him a valuable asset to Humana and a respected leader in the field.