Erick Niebla

Erick Niebla has a comprehensive work experience in customer service and operations management. Erick is currently serving as the Vice President of Customer Operations at SignatureMD, a position they have held since January 2023. Prior to this role, Erick worked at Dental Whale® as the Practice Solutions Focus Area Leader from May 2021 to October 2022, where they oversaw various teams including marketing, scheduling, schedule confirmation and recall, and insurance verification.

Before joining Dental Whale®, Erick served as the Vice President of Call Center at MDLIVE, Inc. from September 2016 to May 2021. In this role, they managed all call center operations and was responsible for forecasting call and chat volumes, ensuring staffing requirements were met, and improving performance and problem-solving skills.

From 2015 to 2016, Erick worked at AMD Solutions as the Director of Inside Sales. Prior to that, they were employed by Univita Health Inc as the Director of Customer Service and Central Intake from November 2014 to August 2015. In this role, they managed call center service operations, oversaw operations for updating patient orders, refilling orders for medical equipment supplies, and handled incoming faxes for DME supply, pharmacy, and nursing orders.

Erick's earlier work experience includes serving as the Director of Client Operations at Solstice Benefits, Inc. from September 2008 to November 2014, where they managed call center operations and a team of clinical and claims processors. Erick also worked as a Call Center Manager at ADP TotalSource from September 2006 to September 2008, overseeing call center operations and ensuring exceptional service delivery.

Starting their career at Cigna in 2002, Erick held various roles including Call Quality Manager from November 2004 to August 2006, and Call Center Supervisor/Workforce Manager from April 2002 to October 2004. In these roles, they implemented and maintained quality programs for dental HMO, PPO, and indemnity services, managed financial expenses, process flows, and employees.

Overall, Erick Niebla has a strong background in customer service, call center operations, and leadership, with a proven track record of managing teams and improving performance.

Erick Niebla attended Miami Dade College from 1994 to 1996, where they studied Business Management. Erick did not obtain a degree during their time at the college. In terms of additional certifications, Erick received a certification in "Business Law for Managers" from LinkedIn in February 2020 and another certification in "Mission and Vision Statements Explained" from LinkedIn in January 2020. Erick also has a certification in Six Sigma, but the institution and specific dates of obtaining this certification are not provided.