Carlene Wright Email & Phone Number

Plan, organize, and direct the operational and personnel activities for the Praxis Call Center team of Customer Service Representatives. Monitor and manage daily workflow to ensure SLA is met. Partner with other areas within the organization to facilitate problem resolution in response to escalated issues, or to resolve routine workflow issues. Review metrics to identify overtime or other staffing needs. Responsible for reinforcement of program policies, and work processes, make recommendations to improve or modify program practices to bring about improved efficiencies.

Fort Washington, Pa

Managed and developed team of twenty-two associates responsible for facilitating the Transfer of Assets (funds) from Financial Services institutions to fund Prudential Annuity products. Monitored and managed daily workflow against capacity to ensure Service Level Agreements were metAnalyzed trends to eliminate future problemsInterpreted and applied solutions to complex issues Mentored and communicated operational vision and mission to staff to inspire and drive resultsGenerated metrics and facilitated staff discussions pertaining to quality, production, attendance adherence and overall performance feedback.

Fort Washington, Pa

Administrative responsibility for a team of twenty-six associates in the review, assembly and mailing of newly issued insurance policies to the client. Provided coaching, development, and performance feedback including mid-year and annual performance appraisalsImplemented division goals and initiatives as communicated by senior leadership teamEvaluated work processes to ensure they remained relevant and efficientReinforced work unit processes so they were compliant with regulatory requirements and implemented action plans to correct deficiencies as neededResolved escalated customer related problems as neededWorked with division management to leverage excess staff across other work units.

Fort Washington, Pa

Administrative responsibility for a core staff of ten exempt associates who performed Quality Control and Quality Assurance (TQM) audits on transactions processed for multiple insurance departments. Performed ongoing monitoring of quality results, identified trends, and partnered with Operations Management on action plans if error rate exceeded five percentPrepared and made available to senior management, various quantitative and qualitative reports, tracking trends, and measuring results for comparison to operational standardsEnsured complaints received were researched and acted upon timely to meet regulatory requirements. Responded to privacy incidents involving breaches in client’s dataAssisted with Risk Assessments, monthly and quarterly validations of key compliance activities to ensure regulatory reporting remained effectiveParticipated in process re-engineering and enhancements, systems development and redesign and outsourcing project teams.

Education record

Computer Operations