Karen Sanderson

* Provide oversight of the Business Process Management Model for
workflow processes for the Virtual Call Center, Lobby traffic and
paperwork processing.
* Responsible for planning, forecasting and managing the Statewide
workloads with authority to reallocate Statewide resources to include
leadership in order to meet production targets.
*Analyzed data to identify problems and propose solutions.
*Determined best way to allocate resources across multiple projects or
initiatives based on available funding and personnel.
* Established clear objectives and deadlines for project plans, milestone deliverables, and operational plans.
*Coordinated delivery of services among different program activities to increase effectiveness and efficiency.
*Refined program evaluation framework to assess strengths of program and identify areas for improvement.
*Monitored project performance to identify potential issues and risks.
*Motivated and inspired project team to keep focus on achieving goals.
*Established standards for performance to measure progress towards goals and communicate results to stakeholders. Developed and implemented processes and procedures to verify efficiency and consistency in operations.
*Managed employee performance through goal setting, coaching, and progressive discipline.
*Improved employee skills and increased team value with new training opportunities and empowering leadership.
*Advised management regarding emerging industry trends and best practices to improve operations.
*Forecasted expected demands and created plans to accomplish objectives within program timeframes.
*Liaised with regulatory agencies to address audits, compliance issues, and ongoing operational requirements.
*Drafted reports to inform senior decision-makers and guide operational strategy.
*Communicated policy updates to department, answered questions, and monitored compliance.
*Maintained data accuracy and accessibility with strong document control and file naming practices.

* Analyze call center processes and workflows to identify inefficiencies and recommend improvements.

* Monitor and report on key performance indicators (KPIs) to ensure the call center is meeting its goals and objectives.

* Ensure that client interactions adhere to quality standards and policies.

* Conduct regular audits of calls and interactions to assess and improve service quality.

* Oversee the effective use of call center technology and call management tools.

* Work with programmers to resolve technical issues and ensure that systems are functioning properly.

* Use data to identify trends, forecast demand, and support strategic decision-making.

* Prepare and present reports on call center performance, customer satisfaction, and operational efficiency.

* Coordinate with vendors or service providers related to call center operations.

* Serve as a point of contact for clients or partner agencies to address any concerns or requirements related to the call center's performance.

* Lead or participate in projects aimed at enhancing call center operations or implementing new initiatives.

* Stay updated on industry best practices and emerging technologies to recommend and implement improvements.

* Maintain comprehensive documentation of processes, procedures, and operational changes.

* Effectively communicate findings, recommendations, and updates to other departments or stakeholders involved in call center operations.

• Responsible for providing direction, support, and coaching to my direct reports, as well as clear expectations for the site in regard to performance standards, safety standards, and acceptable behavior.
• Ensure leads within the site were providing timely feedback, case reviews on completed work product, and support in the corrective action process, ensuring staff performance meets or exceeds the expectations.
• Reported current and historical statistical data, trends, issues, needs, or changes in processes impacting the local office and statewide processes.
• Responsible for recruiting, interviewing, and hiring staff. Assist and provide recommendations through the disciplinary processes, and work closely with human resources to ensure the agency is in full compliance with state regulations.
• Utilized reports from the agency's CRM system, Genesys, and other resources to help determine the type of work being completed, the amount of time taken to complete that body of work, and use these statistics when planning workload staffing across the various priorities.
• Completed evaluations at the interim, end of probation, and annual cycles. Followed State of Alaska progressive discipline processes as needed.
• Responsible for identifying the workload, pulling work for staff, and ensuring timeframes were met with accurate and timely determination by staff.
• Other duties included processing casework as needed, providing coverage for staff members as needed, working with escalating clients to identify concerns and resolution, completing pre-hearing conferences on fair hearing requests, scheduling of staff and prioritizing the work.
• Interviewed benefits recipients at specified intervals to certify eligibility for continuing benefits.
• Assisted clients with completing application forms, including job referrals, and unemployment compensation claims.

• Developed and maintained knowledge of public assistance programs to serve as resource and train other staff members.
• Compiled, recorded and evaluated personal and financial data to verify completeness and accuracy and to determine eligibility status. Explained and interpreted information such as application details, eligibility requirements, applicants' legal rights and payment methods.
• Assisted clients with completing application forms and referred for other community resources they may be eligible for.
• Performed intake and assessment for new applicants for financial and healthcare programs to determine eligibility for services.
• Interviewed benefits recipients at specified intervals to certify eligibility for continuing benefits.
• Initiated procedures to grant, modify, deny, or terminate assistance and referred applicants to other agencies for assistance.
• Interviewed benefits recipients at specified intervals to certify eligibility for continuing benefits.
• Initiated procedures to grant, modify, deny, or terminate assistance, and referred applicants to other agencies for assistance.
• Reached out to employers and references to verify the applicant's answers and collect additional information.
• Informed individuals about the eligibility requirements, applications processes and payment procedures for the benefits program.