Niki Berlin
About Niki Berlin
Niki Berlin serves as the Senior Vice President of Member Services at Employer Direct Healthcare, a position she has held since 2023. With extensive experience in customer experience and operations, she has previously held leadership roles at Slalom, bswift, Conduent HR Services, and Aon Hewitt.
Work at Employer Direct Healthcare
Niki Berlin serves as the Senior Vice President of Member Services at Employer Direct Healthcare. She has held this position since 2023, contributing to the organization remotely for a duration of nine months. In her role, she focuses on enhancing member services and operational efficiency, leveraging her extensive experience in customer service and operations management.
Previous Experience in Leadership Roles
Before joining Employer Direct Healthcare, Niki Berlin worked at Slalom as a Senior Principal and Contact Center Transformation Leader from 2021 to 2023. Prior to that, she was the Vice President of Customer Experience & Operations Leader at bswift from 2018 to 2021. Her career also includes a role as Vice President of Global COE Delivery at Conduent HR Services from 2015 to 2018, and she spent 14 years at Aon Hewitt as National Customer Service Talent Director.
Education and Expertise
Niki Berlin studied at the University of Wisconsin-Madison, where she earned a Bachelor of Arts degree in History and Women's Studies from 1996 to 2000. She also attended Central Piedmont Community College, where she focused on Human Resources and achieved the Professional of Human Resources certification in 2008. Her educational background supports her expertise in human resources and customer service operations.
Skills in Contact Center Operations
Niki Berlin possesses advanced skills in contact center operations management, business transformation, and revenue growth. She is recognized for her expertise in strategic planning, contact/call center technologies, and call quality management. Her ability to develop strategies that generate significant cost savings and multi-million-dollar sales is a key aspect of her professional profile.
Approach to Team Collaboration
Niki Berlin emphasizes cross-functional collaboration with C-suite executives and HR partners to build cohesive teams. She promotes customer and employee centricity, empathy, and accountability within her teams. Her communication style is characterized by persuasive communication and excellent presentation skills, which facilitate cooperation and consensus among diverse groups.