Gary Crownover II

• Researched information using specialized database. Examples include but are not limited to IMS, FACS, Current, OnBase, Query, CXone (MAXX) phone system, Excel, Outlook .and Microsoft Word
• Maintained accurate call tracking information through the database.
• Maintained level of knowledge and skill needed to complete complicated or heated contact center transactions.
• Participated in initial and on-going training to maintain level of knowledge of contact center and agency policies and procedures.
• Processed and followed up on customer requests.
• Perform various duties as needed to successfully fulfill the function of the position.

Proxy and processing of LIHEAP applications for the Oklahoma Department of Human Services.

• Improved customer satisfaction levels by promptly addressing inquiries and resolving issues.
• Adhered to company policies and guidelines while providing timely responses to customer requests or complaints.
• Handled escalated calls professionally, working collaboratively with supervisors when necessary for resolution.
• Utilized CRM systems effectively to track customer information and ensure smooth communication among departments as needed.
• Demonstrated expertise in navigating complex computer systems seamlessly to access vital information during live calls quickly.
• Reduced call waiting times through efficient handling of inbound calls and effective problem-solving skills.
• Provided exceptional service by actively listening to customer concerns and offering tailored solutions.
• Developed a strong rapport with customers, ensuring client satisfaction within OKDHS policy
• Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.

• Fraud investigations
• Pre-Paid Claims
• Front Line Unit (ATM Combo)
• EIT Pilot program(s)
• EIT Denied Claim
• Training New Hires in policy and procedures
• Daily reporting
• Attendance
• Continuing education
• Running training class for EIT denied claims

• Customer service, inventory, training, daily paperwork, cash handling, register work
• Motivated, trained, and disciplined employees to maximize performance.
• Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
• Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
• Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
• Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
• Analyzed customer feedback data to identify areas of improvement and develop solutions.
• Managed team schedule with eye for coverage needs and individual strengths.
• Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
• Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
• Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
• Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
• Enforced quality assurance protocols to deliver ideal customer experiences.
• Mentored and motivated team members to achieve challenging business goals.

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Cross-trained existing employees to maximize team agility and performance.
• Developed and maintained relationships with customers and suppliers through account development.
• Improved safety procedures to create safe working conditions for workers.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Organized successful tournaments that attracted both local players as well as those from surrounding areas, boosting overall revenues.
• Collaborated with other departments to ensure smooth operations during special events or promotions.
• Enhanced player experience by implementing innovative games and maintaining a high level of customer service.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Provided one-on-one mentoring to help individuals reach their full potential within the organization.
• Coached employees on best practices, providing constructive feedback to support their professional growth.
• Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
• Collaborated with subject matter experts to create accurate training content.
• Enhanced trainee engagement through interactive workshops and hands-on activities.
• Facilitated team-building exercises to foster collaboration between co-workers
• Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
• Developed strong working relationships with staff, fostering a positive work environment.