Creighton Ketelsen
Des Moines,IA
Summary
Senior Call Center & Operations Leader with 10+ years of experience managing high-volume, compliance-driven customer service teams in federal, state, and commercial environments. Proven track record of driving operational excellence, ensuring regulatory compliance, implementing process improvements, and mentoring teams to achieve KPIs and strategic objectives. Adept at translating complex requirements into actionable procedures, training programs, and workflow enhancements.
Overview
12
12
years of professional experience
Work History
Training & Technical Assistance Coordinator
Central Iowa Trauma Recovery Center
Des Moines, IA
04.2024 - 10.2025
- Directed statewide certification and recertification programs for homicide survivor advocates, ensuring compliance with federal and state grant regulations.
- Developed and implemented SOPs, training materials, and operational workflows to improve program efficiency and stakeholder alignment.
- Provided technical assistance to victim-serving agencies, resolving operational challenges and improving client outcomes across 50+ organizations.
- Led curriculum updates and process improvements based on regulatory and operational changes.
- Conducted program audits, quality reviews, and performance reporting for internal and external stakeholders.
- Managed cross-functional initiatives with executive leadership to optimize service delivery and compliance adherence.
Training Specialist, Iowa Medicaid Member Services
MMC Group (Contractor at Maximus)
Des Moines, IA
05.2023 - 04.2024
- Oversaw onboarding, ongoing training, and compliance education for Medicaid Member Services call center employees.
- Developed and executed outbound calling campaign project, coordinating stakeholders, creating materials, and implementing campaign while ensuring alignment with state regulatory guidelines.
- Updated SOPs and training documentation based on regulatory updates and internal audits.
- Conducted performance metrics analysis and provided feedback to leadership to drive operational improvements.
- Implemented process improvements to reduce escalations and increase first-call resolution.
Consultant, CS Operations Support
Verizon Business Group / Enterprise Solutions
Cary, NC
03.2022 - 12.2022
- Led cross-functional call center improvement projects, including a one-touch resolution initiative and merging legacy QA processes, enhancing operational efficiency and compliance adherence.
- Developed dashboards and executive reporting to track KPIs, escalations, and SLA compliance.
- Implemented process changes, training modules, and communication strategies to standardize service delivery across multiple departments.
- Provided ongoing change management support to ensure smooth adoption of new processes and technologies.
Supervisor, Business Operations
Verizon Business Group / Enterprise Solutions
Cary, NC
03.2019 - 03.2022
- Managed hybrid team of 12 Business Coordinators supporting enterprise, public sector, and government accounts.
- Directed large-scale government profile migration (1,000+ accounts) including process design, SOP development, and stakeholder communications.
- Implemented operational strategy and performance improvement plans to drive KPIs, compliance adherence, and staff accountability.
- Coordinated cross-functional initiatives impacting call center efficiency, training, and regulatory compliance.
Supervisor, Client Service Operations
Verizon Business Group / Enterprise Solutions
Cary, NC
11.2013 - 03.2019
- Supervised 10 Senior Associate Engineers in video support and customer relations call center.
- Led design and implementation of call center scripts and SOPs, improving compliance with federal/state regulations and survey response rates.
- Recruited, trained, and coached staff, driving team performance and retention.
- Facilitated large-scale training programs, including 10-week new hire onboarding for offshore vendor call center teams.
Education
Master of Business Administration -
Capella University
Graduate Certificate in Business Management -
Capella University
Bachelor of Arts - Interdepartmental Studies: Health Science & Health Coaching
University of Iowa
Skills
- Call Center Leadership
- Change Management
- Process Improvement
- Compliance & Regulatory Experience
- SOP Creation & Process Documentation
- Change Management
- KPIs & Reporting
- Training & Onboarding
- Vendor Management
Timeline
Training & Technical Assistance Coordinator
Central Iowa Trauma Recovery Center
04.2024 - 10.2025
Training Specialist, Iowa Medicaid Member Services
MMC Group (Contractor at Maximus)
05.2023 - 04.2024
Consultant, CS Operations Support
Verizon Business Group / Enterprise Solutions
03.2022 - 12.2022
Supervisor, Business Operations
Verizon Business Group / Enterprise Solutions
03.2019 - 03.2022
Supervisor, Client Service Operations
Verizon Business Group / Enterprise Solutions
11.2013 - 03.2019
Master of Business Administration -
Capella University
Graduate Certificate in Business Management -
Capella University
Bachelor of Arts - Interdepartmental Studies: Health Science & Health Coaching
University of Iowa