Barrett Crowe Email & Phone Number

Salem, Or, Us

Salem, Oregon, United States

• Collaborate and coordinate with internal and external stakeholders to establish project scope, system requirements, and goals. • Translate highly technical specifications into clear non-technical requirements.• Provide ongoing operational support, administration, and assessment of Oracle EBS/ERP.• Lead business case development for the purposes of proposing viable options to meet business objectives.• Lead development of technical procurement Request for Information, Quotes and Proposals (RFI/RFQ/RFP), and Statement of Work (SOW). • Assess delivered requirements by leading, planning, and execution of User Acceptance Testing for new or modified services.• Conduct product research; evaluate new products or technologies; consult and advise departments on new technology solutions and services.

Bellevue, Wa

Business Systems Analyst, Product Owner, Project Manager, and Systems Administrator. Responsible for leading the scoping and ongoing administration of AAA Washington's Emergency Road Service (ERS) platforms, in addition to implementing, maintaining, and enhancing Road Service-based and related technologies used throughout the company. Duties included:• Deployed, managed, and continuously enhanced company's first conversational AI platform (SmartAction)• Deployed, managed, and continuously enhanced new Knowledge Management System (Panviva)• Developed many solutions to streamline workflows and reduce expenses• Worked collaboratively with 3rd-party support entities ensuring delivery of services, support, and solutions• Partnered with stakeholders to develop capability & requirement roadmaps• Communicated complex and technical concepts to audiences with varying technical backgrounds• Served as subject matter expert on key projects and initiatives• Documented business rules/functional requirements to support system enhancements• Proactively ensured hardware & software platforms were kept up to date• Created and performed User Acceptance Testing (UAT) for all new ERS technology releases• Administered software platforms by creating user accounts and managing permissions with a high level of security• Utilized Track-It! & Jira to manage tickets• Partnered with other departments & business lines to assist with their technology needs• Assisted Member Services contact center with basic workstation troubleshooting• Provided 24x7 on-call support for ERS solutions• Other duties as assigned or identified

Bellevue, Wa

Set expectations, provided coaching and training guidance for a member service representative team of 14-25 agents, coordinated daily operations, managed schedule and attendance adherence, and supported training and process recommendations aimed at developing a high-performance, service-driven team. Duties include:• Monitored the call center’s service levels to ensure timely member service is delivered and maintained.• Managed team performance to maximize efficiency with handle times.• Managed team performance to maximize sales results.• Conducted monitoring and coaching sessions, addressing issues and providing motivation.• Provided constant, consistent feedback and one-on-ones for team members in addition to performance reviews.• Took corrective action as appropriate to maintain team performance and discipline.• Conducted member services representative separations as necessary.• Conducted regular team meetings to communicate business needs and issues to the team.• Coordinated with training and quality assurance to identify quality improvement opportunities.• Participated in new hire recruiting/hiring process.• Provided guidance with member relations and contractor/vendor issues.• Represented the team on special projects/initiatives.• Advised MS Call Center Manager/Director of daily operational issues.• Managed expenses by judiciously reducing staffing during periods of high service levels. • Performed the work of Member Service Representatives or Leads during peak periods.• Designed, created, and updated department intranet web site.• Designed, created, and updated Call Monitoring Quality Assurance form• Managed and assisted in the roll out of various new system launches.• Created and maintained an automated agent dashboard and annual review form used by contact center leadership.• Other duties as assigned.

Bellevue, Wa

Provided internal support to approximately 50 call center representatives via phone, instant messaging, and web-based ticketing system. Handled customer escalations and sensitive disputes efficiently and diplomatically. Approved/Declined credits and/or refunds over tier 1 representative’s set limit. Monitored call queues via the Aspect canvasses and phone systems to ensure customers were assisted in a timely manner. · Received the “Standards of Performance” Award in 2001.· Received the “Contribution” Award in 2002.· Created and managed a web based ticketing system to aid the Seattle Resource Center.

Alpharetta, Ga

Managed a large volume warehouse with up to 17 employees. Supervised the flow of merchandise to and from the warehouse as well as the offloading and stocking of incoming shipments. Directed shipping and receiving to and from other stores as well as to customers. Managed warehouse employee's schedules and training as well as recruiting and training of new employees.· Managed warehouse associates, monitoring work and ensuring the safe use of equipment· Oversee receiving, warehousing, distribution and maintenance operations· Maintained a safe and healthy work environment by establishing and enforcing standards and procedures and by complying with legal regulations· Received “Employee of the Month” numerous times.· Improved efficiency in the warehouse by optimizing space.· Aided in minimizing shrink by reducing employee theft and administrative errors.

Bachelor Of Arts (B.A.), Environmental Policy, 3.66

Western’s interdisciplinary Environmental Policy program, through Huxley College of the Environment, prepares students to enter.

Associate Of Arts And Sciences (A.A.S.), Environmental Studies

Transfer, Environmental Studies