Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Caren Crowley

Tacoma,WA

Summary

Results driven, committed and top performing Management Professional with proven accomplishments in sales, vendor management and project management. Over 20 years experience in the call center industry developing expertise in outside sales, strategic relationship management, vendor management and operations. Project manager on several complex implementations that involved new call center technology, global project launches and migration from outbound to inbound sales programs. Strong analytical and problem resolution skills; proficient in prioritizing and accomplishing projects in fast-paced environments.

Overview

28
28
years of professional experience

Work History

Senior Manager, Contact Center

Centene Corporation
02.2016 - Current
  • Manage the workflow of the customer service function including direct supervision of Quality Specialist and Contact Center supervisors
  • Analyze department performance; develop, implement, and maintain production/performance standards in line with Company goals and objectives
  • Review and assess quality and training programs effectiveness through examination and understanding of audit results
  • Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development
  • Develop, prepare and review reports for management
  • Review and respond to complex issues and questions
  • Review, investigate and resolve inquiries regarding customer service issues for internal and external customers
  • Collaborate with appropriate departments and managers to ensure customer satisfaction and alignment with policies, procedures, goals and objectives
  • Ensure compliance with applicable policies, procedures, processes, outcomes, contractual agreements and State and Federal regulations
  • Assist in the preparation of budgets and operate within budgeted expectations; identify and report on variances
  • Research and incorporate best practices into department operations particularly as the lead contact for Quality in the West Region
  • Participate in Community of Practice quality meetings and coordinate West Region calibrations to level set on best practices.
  • Provided strong leadership to enhance team productivity and morale.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Implemented and developed operational standards, policies and procedures.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Developed proposals and presentations for internal and external audiences.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Evaluated hiring, firing, and promotions requests.
  • Held monthly meetings to create business plans and workshops to drive successful business.
  • Identified cost improvement changes and cost savings plans to increase company savings.

Program Services Manager

SKCAC Industries & Employment Services
11.2015 - 01.2016
  • Direct manager of Employment Service Specialists in development of job recruitment techniques for adults with developmental disabilities
  • Developed and maintained key business partnerships in Kent and other areas of King County for the purposes of job prospecting
  • Supervised the adults supported by SKCAC participating in facility-based services in packaging and assembly
  • Administered vocational assessments to determine employment interest, work skills and work behavior information
  • Actively attended meetings with King County and State of Washington DDA organizations representing SKCAC Industries and its progress in securing jobs and supporting participants.

Membership Director

Kent Chamber of Commerce
06.2010 - 08.2015
  • Responsible for new member recruitment and retention
  • Play key role in budget creation and implementation
  • Coach new members on ways to market and advertise business through chamber opportunities and business partnerships
  • Grew member base from 412 to 584
  • Grew number of investors from 4 to 25
  • Secured high dollar Presenting Sponsors for multiple events.

Customer Service Manager

Republic Services
01.2007 - 06.2010
  • Re-built existing Customer Service Department until sub-standard call center became exemplary site
  • Played key role in securing waste and recycling contracts for multiple municipalities
  • Drafted processes and contracts for both municipalities served by Allied Waste Services and King County
  • Worked in tandem with cities and county to develop strategies for solid waste reduction
  • Continually increased customer service 3rd party monitoring scores from 48% average in '06 to 86% in '07, 93% in '08 and 94% in '09
  • Met stringent requirements of 29 seconds Average Speed of Answer.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.

Operations Manager

Affiliated Computer Services (ACS)
01.1996 - 01.2007
  • Managed over 400 reps in inbound/outbound, sales/customer service, quality assurance and technical support operations
  • Created and implemented new hire and continuing education training
  • Provided detailed performance reports to high level clients and Executive Staff.

Education

B.A. Social and Rehabilitation Services -

Assumption College
Worcester, MA

Skills

  • Proficiency in Microsoft applications including Outlook, Word, Excel and PowerPoint
  • Able to communicate in basic Spanish
  • Handling Escalations
  • Delegating Work
  • Team Development
  • Report Generation

References

Excellent business and personal references provided upon request.

Timeline

Senior Manager, Contact Center

Centene Corporation
02.2016 - Current

Program Services Manager

SKCAC Industries & Employment Services
11.2015 - 01.2016

Membership Director

Kent Chamber of Commerce
06.2010 - 08.2015

Customer Service Manager

Republic Services
01.2007 - 06.2010

Operations Manager

Affiliated Computer Services (ACS)
01.1996 - 01.2007

B.A. Social and Rehabilitation Services -

Assumption College

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Caren Crowley