IMIS
Rowena Allen
Ft. Washington,MD
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
19
19
years of professional experience
Work History
Vice President, Technology & Solutions
National Hospice and Palliative Care Organization
02.2022 - 12.2024
- Responsible for managing and overseeing the Solutions Team (call center), Information Technology, Operations, and Receptionist functions of the organization.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Collaborated with senior management to develop strategic initiatives and long term goals.
Senior Director, Solutions and Operations
National Hospice and Palliative Care Organization
02.2018 - 02.2022
- Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and participated in mentoring program to promote positive feedback and engagement.
- Supervised Conference Registrar.
- Created all online event registrations in database.
- Served as interim Exhibits Manager.
Senior Manager, Member Services Center
National Hospice and Palliative Care Organization
02.2014 - 02.2018
- Provided strong leadership to enhance team productivity and morale within the Member Services Call Center.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Served as interim Meetings Manager in addition to current duties.
Senior Member Services Representative
National Hospice and Palliative Care Organization
02.2009 - 02.2014
- Maintained confidentiality of sensitive member information at all times, adhering strictly to data protection regulations.
- Facilitated effective communication between members and various departments to resolve escalated issues swiftly.
- Increased customer retention through exceptional service, addressing concerns, and resolving issues promptly.
Member Services Representative/Receptionist
National Hospice and Palliative Care Organization
08.2005 - 02.2009
- Managed high call volumes while maintaining a professional demeanor and ensuring timely issue resolution.
- Streamlined service processes for quicker response times, leading to improved customer experiences.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
Education
No Degree - Business Administration
Shaw University
Raleigh, NCHigh School Diploma -
Potomac High School
Oxon Hill, MD06-1991
Skills
- Team leadership
- Relationship building
- Decision-making
- Critical thinking
- Results-driven
- Staff development
- Customer service
Work Preference
Work Type
Full TimeWork Location
HybridImportant To Me
Work-life balanceCompany CultureFlexible work hoursHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchSoftware
NetForum Enterprise
Eshow
Impexium
Timeline
Vice President, Technology & Solutions
National Hospice and Palliative Care Organization
02.2022 - 12.2024
Senior Director, Solutions and Operations
National Hospice and Palliative Care Organization
02.2018 - 02.2022
Senior Manager, Member Services Center
National Hospice and Palliative Care Organization
02.2014 - 02.2018
Senior Member Services Representative
National Hospice and Palliative Care Organization
02.2009 - 02.2014
Member Services Representative/Receptionist
National Hospice and Palliative Care Organization
08.2005 - 02.2009
No Degree - Business Administration
Shaw University
High School Diploma -
Potomac High School
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