Kevin Babb Email Address

Senior Director, Contact Center

Dedicated to helping people who face cancer. Learn about cancer research, patient services, early detection, treatment and education at cancer.org.

Continuous improvement is better than delayed perfection. – Mark Twain My mom was my superhero. She always told me “anything is possible” and “it’s never too late to learn something new.” And, taking Mark Twain’s words to heart––she earned a BBA while working full time and raising four kids. I’m fortunate to have had my mother’s amazing influence in my life, and her example of continuous learning and improvement has guided me throughout my life. I began my career at Georgia-Pacific where I quickly received several promotions due to my reputation for providing outstanding customer service. I then turned around a struggling incentive program, enhanced the company’s trade show presence and reduced costs and drove revenue growth. I joined the American Cancer Society to develop and enhance their health promotion programs and services. I was hand-picked to lead their struggling national call center. During my 14 years there, I built a culture of trust and accountability and developed a strong leadership team emphasizing continuous learning and improvement. We launched programs that quickly reduced attrition by 72%. Further enhancements led to a consistent world class Net Promoter Score (NPS)® and to the transitioning of the call center to a complete virtual center in 2018. This saved $1.5M annually, enhanced employee work life balance, while maintaining our world class NPS®. The center became a pioneer in the work from home space and set an example for other companies that would soon be forced to quickly make a similar transition because of the global pandemic. During the pandemic, I used my mother's motto "anything is possible” to pivot my career from nonprofit leadership to healthcare. I joined CommUnityCare Health Centers to enhance their patient navigation center. During my year there, I secured $650K in additional resources, increased service level 170%, decreased abandonment rate 111%, and reduced average wait time 168%. I then pivoted my career back to nonprofit leadership and joined the Alzheimer's Association to lead their national remote contact center. I look forward to utilizing my strategic leadership experience to enhance the center while maximizing our constituent and employee experience. I guess the simplest way to sum up my career is I help companies maximize organizational effectiveness through leading change, improving operations and enhancing the customer and employee experience.