Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

SHELLEY RAWLINGS

Bowie,MD

Summary

Dynamic Engagement Manager with a proven track record at Censeo Consulting Group, excelling in client relationship management and operational excellence. Spearheaded initiatives that enhanced customer support systems, achieving significant cost savings and high client satisfaction. Adept at strategic planning and budget management, fostering team engagement and driving impactful results.

Overview

39
39
years of professional experience
1
1
Certification

Work History

Engagement Manager, Customer Support SME

Censeo Consulting Group
Washington, DC
03.2020 - Current
  • As Engagement Manager, my primary responsibilities include leading client project teams, managing multi-million-dollar contracts, and driving operational excellence, meeting KPIs. This role focuses on optimizing customer support systems, spearheading cost-saving initiatives, and ensuring high levels of client and citizen satisfaction through strategic project execution and stakeholder engagement. Managed a $9.5M budget.
  • Created and launched a new Tier 1 Technical Support Help Team and hybrid operational strategies for scalable program delivery.
  • Developed Knowledge Based articles and FAQs to mitigate volumes and increase agent efficiency.
  • Enhanced salesforce tool to ensure peak performance outcomes.
  • Developed Onboarding Training curricula to maximize agent productivity.
  • Developed and implemented a Quality Assurance Strategy
  • Initiated a firmwide communications strategy, including the development of newsletters and platforms to foster team connectedness.
  • Built an internal firmwide strategy to boost employee engagement and satisfaction.

Founder/President

WellnessAMPED, LLC
Bowie, MD
01.2017 - 01.2020
  • WellnessAMPED spearheaded the design and implementation of corporate wellness programs that improved employee engagement by 40% year-over-year and reached 120,000 employees daily through strategic initiatives. Their efforts included leading a project team to deliver 24-month wellness programming, analyzing, and addressing participation gaps, and enhancing employee satisfaction through coaching and development.
  • Served as a keynote speaker at conferences and employee 'brown bag' luncheons providing tips on improving work life balance.

Owner/Principle Consultant

Innovative Marketing Solutions, LLC
Bowie, MD
03.2009 - 01.2016
  • As Owner and Principal Consultant, I led marketing initiatives and provided strategic consulting to drive business growth. Oversaw the development and execution of marketing campaigns, collaborated with clients to identify opportunities, and delivered tailored solutions to enhance brand presence and operational efficiency.
  • Created project plan to execute two contact center closures, working with outplacement agencies and internal HR groups to assist in employee transitions.
  • Participated in board meetings to articulate the VOC trends, challenges, and observations to support planning.
  • Developed status reports and trending analysis on KPIs.
  • Mentored senior staff.

Senior Vice President, Operations & Support

Network Solutions
Herndon, VA
04.2002 - 12.2007
  • Led large-scale operational initiatives including the launch of new contact centers, achievement of JD Powers certification for three consecutive years, and delivery of substantial revenue growth. Oversaw cross-functional teams, improved customer satisfaction by 23%, implemented employee recognition programs, established multilingual 24x7 support operations, and managed domestic and offshore vendor partnerships. Presented strategic vision at board meetings and drove organizational improvements in morale, communication, and customer experience. Participated in mergers and acquisitions.
  • Stood up new outside sales pilot team, delivering $200K top line revenue year one.
  • Improved morale and management communication by creating employee recognition and rewards practices.
  • Opened new 300-seat contact center with 24 x 7 with multilingual support.
  • Managed P&L of $500M

Director, Program Management

MCI Telecommunications (Verizon)
Arlington, VA
08.1986 - 04.2002
  • As Director of Program Management at MCI, managed a broad range of roles over a 16-year career, including Inside and Outside Sales, Call Center Director, and Program Management. Oversaw program strategy and revenue growth for consumer and B2B channels supporting 22,000 representatives, managed a 300+ member contact center team, launched a new part-time shift with 200 staff, and coordinated cross-departmental program integration. Fostered relationships with senior executives and partners, monitored progress on initiatives, and played a key role in maintaining program support and a positive work culture.
  • Cultivated and maintained relationships to promote a positive work culture.
  • Coordinated departments in planning and executing interdepartmental integration of program plans and projects.
  • Cultivated relationships with senior executives, program partners and sponsors to maintain stability in program support, funding, and overall direction.

Education

Bachelor of Science - Sociology

Towson University
Baltimore, MD

Skills

  • Client relationship management
  • Project management
  • Budget management
  • Operational excellence
  • Strategic planning
  • Customer support strategy

Certification

  • Project Management Certification (PMP), 2023
  • JD Powers “Top Executive
  • JD Power “Most Improved Contact Centers (3 years consecutively)
  • Pros To Know, Supply Chain Executive, 2022

Accomplishments

  • E-commerce: Successfully reduced average response time by 40% and increased customer satisfaction scores by 25% through the implementation of a new CRM system and the optimization of support workflows.
  • SaaS: Led a project team resulting in a 30% reduction in ticket resolution time and a 20% increase in first-contact resolution rates.
  • Telecommunications: Spearheaded a customer retention initiative that decreased churn rates by 15% and increased customer loyalty through targeted support strategies and personalized customer interactions.

Timeline

Engagement Manager, Customer Support SME

Censeo Consulting Group
03.2020 - Current

Founder/President

WellnessAMPED, LLC
01.2017 - 01.2020

Owner/Principle Consultant

Innovative Marketing Solutions, LLC
03.2009 - 01.2016

Senior Vice President, Operations & Support

Network Solutions
04.2002 - 12.2007

Director, Program Management

MCI Telecommunications (Verizon)
08.1986 - 04.2002

Bachelor of Science - Sociology

Towson University

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