Karissa Harrington

Proficient and forward-thinking professional, well versed in setting goals for performance in line with company’s vision. Looking to continue working in a management capacity where excellent leadership and motivational skills will be utilized to achieve organizational objectives.

• Collaborated with team of 25 in the development of audit process for a client which yielded favorable results with us keeping our contract.
• Managed a department of more than sixty staff members.
• Achieved positive network contractor coverage results by introducing ZoomInfo campaign in a manner that would allow for data consensus review for tasks.
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• AVP Membership Services and Recruiting Department, 06/01/24, Current

Manages and monitors staff to ensure high quality level of Customer Service., 

Monitors and analyzes report data to effectively manage critical department functions., 

Resolves escalated issues within the customer service and call center departments., 

Communicates necessary information to employees within a timely manner. 

Evaluate staff attendance and performance along with demonstrating and modeling accountability.

Develops and participates in comprehensive training documents for use by the teams to incorporate consistency across the board. 

Partners with Project Management teams within the organization along with working across departments to meet overall objective for the company.

• Manager/Customer Service, 10.1.2020 - 6.10.2024

Manages all aspects of assignments process that may impact Issue Resolution and the Escalation team along with direct oversight and focus of our JobTrack platform.

Audit department and teams work product for performance and productivity outputs.

Partners with our training team to develop and design training material and applications that are useful for teams that help build.

Model what matters in the organization and be a champion representative for the company that allows employees and peers to engage. 

Oversees Survey data and output of team standards to meet client outlined expectations.

Reviews and calibrates with teams both internal and external to help successfully stand-up process for our payment model with the Allstate client and partnership with GBSC Teams.

• Supervisor/Membership Services, 05/01/19 - 10.1.2020

Performs escalated contractor resolution. 

Completes 1:1 meeting with direct reports weekly, bi-weekly, monthly to stay on top of performance cadence. 

Provides real time feedback and coaching on workers performance to increase opportunities for growth within the company and or to help employee achieve their overall goals. 

Assist with client requests as needed to ensure performance quality., Resolve general issues and inquiries of the team, staff members, DM’s and internal and external customers., Provides reports and activity updates to Management along with monitoring weekly and daily performance reports of the team. 

Assist in resolving emergencies such as quality or customer service., Develop and help organize training manuals, multi-media visual aids, and other educational materials by working with our training department. 

Participates in special projects and new web applications to assist with the overall performance of the team., Upholds and projects the public image of the company.

Helps the team understand performance targets and goals., Helps the team remain focused on deliverable items and our contractual obligation to our clients. 

Helps to set goals for workers and make sure they comply with the company’s plan and vision.

Ensures that the work environment is safe, secure, and healthy., Continued evaluation of attendance and performance.

Approve timecards and help manage vacation, sick and personal holidays., Ensure great customer service at all levels both internally and externally., 

Involved in the Hiring process from beginning to end.

• Recruiter/Client Account Representative/Membership Service Coordinator, 04/01/09,

Establishes Relationships with client offices to grow new and existing accounts. 

Maintains a high proficiency/knowledge of all organizational workflows, and associated management tools. 

Provides assistance to the client to facilitate an overall understanding of the program to increase their usage in terms of contractor additions.

Maintains contact with client established program point of contact(s) with focus toward increasing their business model as it pertains to increasing contractor coverage and identifying gaps and areas of need.

Assist in the activation of new programs and expansions as needed based on the client’s territory., Participates in special projects and performs duties in other areas as requested. Analyze training needs to develop new training programs or modify and improve existing programs by evaluating process improvements as required.

Conducts training and job shadowing for new hires which includes creating an exit test or review of information learned during training. Provides coaching and feedback to team members in their current roles., Develop and organize training manuals, multi-media visual aids, and other educational materials.

Plan, Develop, and Provides training and staff development programs using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings conferences, and workshops.

Currently obtain deliverables from contractors on a regular basis consistent with client standards, including but not limited to running credit reports, receiving copies of licenses and certification, insurance certificates, applications, and fees.

Review and process all aspects of the contractor application, which include application packets, status updates, references, ratings, agreements, and site narratives. 

Audit and track contractor files, which include keying financials, insurance, credit reports and recertification(s).

Serves as point of contact/resource and liaison for District Managers, Contractors, Clients and our IT Department.

Present programs to potential network contractors via telephone with focus on cold calls & following up on leads. 

Documents call progress on productivity report and in automated systems.

Analyzes areas of need for contractor network coverage.

Leads development of new strategies for recruiting contractors.

ISD Certified