Alyson Willsie
About Alyson Willsie
Alyson Willsie serves as the Director of the Call Center at EmblemHealth, where she develops employee recognition and engagement programs. With extensive experience in call center operations and customer service, she focuses on enhancing member experience and overseeing a multi-channel call center that serves over 3 million members.
Work at EmblemHealth
Alyson Willsie has served as the Director of the Call Center at EmblemHealth since 2021. In this role, she oversees a multi-channel call center that provides services to over 3 million members and providers in both dental and medical lines of business. Willsie develops and implements employee recognition and engagement programs aimed at enhancing team morale and service delivery. She also focuses on improving member experience and Net Promoter Score (NPS) performance through training enhancements and quality assurance audits.
Previous Experience
Before joining EmblemHealth, Alyson Willsie held several key positions in various organizations. She worked at CAP COM Federal Credit Union from 2012 to 2020, where she served as Director of Member Operations and later as Director of Contact Center and Corporate Training. Her earlier roles include Director of the US Integration Team and Vice President of Customer Service at PSINet, as well as Academic Coordinator and Faculty Member at Nyack College. These positions contributed to her extensive experience in customer service and operations management.
Education and Expertise
Alyson Willsie holds a Bachelor of Science degree in Business Administration from Houghton University and a Master of Business Administration (MBA) with a focus on Human Resources Information Systems from the University at Albany. Her educational background supports her expertise in managing call center operations and employee engagement initiatives. Willsie has developed skills in technology testing, migrations, and upgrades for various telecom and CRM platforms, including Genesys, Avaya, Salesforce, and FACETS.
Leadership and Management Skills
In her current role and previous positions, Alyson Willsie has demonstrated strong leadership and management skills. She leads initiatives to enhance employee engagement and service delivery while ensuring compliance with contract, state, and regulatory agency guidelines. Willsie manages the performance of an outbound customer retention team and streamlines processes to support grievance and appeals for high-profile lines of business, showcasing her ability to drive operational efficiency.