Todd A. Himes
About Todd A. Himes
Todd A. Himes is the Director of the Contact Center at MAXIMUS in Rochester, New York, overseeing a team of over 650 staff and support personnel.
Title
Todd A. Himes is currently the Director of the Contact Center at MAXIMUS, a role he has held since 2017 in the Rochester, New York Area.
Education and Expertise
Todd A. Himes earned his Bachelor of Business Administration (BBA) in Human Resources Management and Services from Baker College. He also holds an Associate’s Degree in Liberal Arts from Monroe Community College.
Professional Background
Todd A. Himes has a substantial career spanning over two decades, starting as a Customer Service Representative at ADT in 1999. He then progressed through various management roles at ADT, including Team Manager, Senior Team Manager, and Workforce Administration Manager. Himes joined MAXIMUS in 2016 as a Senior Manager of Workforce Management before becoming Director of the Contact Center in 2017.
Leadership and Management Initiatives
Todd A. Himes developed and implemented Management and Supervision Awareness Campaigns aimed at improving leadership and employee relations at the Contact Center. He designed and rolled out System Issue Resolution, Reporting, Business Continuity, and Disaster Recovery processes. Additionally, he managed Employee Engagement Committees to enhance employee relations and improve Employee Satisfaction Surveys.
Compliance and Operational Excellence
Todd A. Himes implemented a Compliance Violation Task Team focused on educating the workforce about risks associated with PII, PHI, and HPPA information release, which led to a reduction in compliance infractions. He directs a large team of over 650 Contact Center staff and support personnel, ensuring operational efficiency and adherence to service level agreements.