Keisha Cramblet
Pensacola,FL
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Clinical Support Manager
Ascension Sacred Heart
03.2016 - 11.2023
- Management of multi-hospital call center to include emergency alerts/codes for all facilities
- Improved employee satisfaction by over 50% in one year
- Instrumental in improving patient flow through chart review, analytics, observations
- Analysis and interpretation of metrics for 8 Emergency Rooms
- Service Recovery for internal/external complaints
- Development and execution of best practices for customer service
- Data Analytics of COVID-19 data for administration and local government
- Involved in LEAN projects, Kaizen events and Agile Sprints
- Participated in/provided data for community collaboration Patient Navigation.
Director, Site Operations
West Corporation/Alorica
10.2009 - 03.2016
- Leadership and management of multiple clients in an 800 seat call center
- Responsibility for +$70M account(s)
- Achieved 266% organic growth in 3 years and increased sales by 45% in 90 days
- Reduced attrition by 50% in 18 months to below industry standard
- Behaviourally based coaching and development
- Trending and analysis of all metrics with road map for increased results
- Account planning and client management strategies
- Accountability for site and client level financials including Profit/Loss and Gross Profit Margins.
Director, Client Operations
West Corporation/Alorica
08.2004 - 06.2010
Client Services Program Manager
West Corporation/Alorica
04.2002 - 08.2004
Operations Team Supervisor
West Corporation/Alorica
05.2001 - 04.2002
Quality Assessment Specialist
West Corporation/Alorica
02.2001 - 05.2001
Customer Service Representative
West Corporation/Alorica
12.2000 - 02.2001
Education
Skills
- Data and Quality Analytics
- Client and Vendor Management
- Decision Making
- Training and Development
- Process Improvement
- Strategic Planning
- Risk Mitigation
- KPI Tracking
- Team Coaching
Certification
- Six Sigma Green Belt Professional
- Team Stepps Master Trainer
Volunteer Experience
- Pensacola Children’s Chorus
- Big Brother/Big Sisters
- Habitat for Humanity
Timeline
Clinical Support Manager
Ascension Sacred Heart
03.2016 - 11.2023
Director, Site Operations
West Corporation/Alorica
10.2009 - 03.2016
Director, Client Operations
West Corporation/Alorica
08.2004 - 06.2010
Client Services Program Manager
West Corporation/Alorica
04.2002 - 08.2004
Operations Team Supervisor
West Corporation/Alorica
05.2001 - 04.2002
Quality Assessment Specialist
West Corporation/Alorica
02.2001 - 05.2001
Customer Service Representative
West Corporation/Alorica
12.2000 - 02.2001