Erin Dolgan Email & Phone Number

Denver, Colorado

Colorado, United States

• Excelled across services practice, Product & Technology Group (PTG), Data Operations, Implementation, Service Desk, Marketing, Regulatory and Sales, among other vital areas on a cross-functional level• Created and implemented a disciplined full-scale delivery methodology to bolster customer confidence, striving to increase growth by improving the overall customer experience• Oversaw $5M in monthly recurring revenue last year and $60M+ in annual revenue, with 12% in growth for 2022 from current customer service enhancement• Maintained revenue across assigned accounts; processed renewals, measured delivery/operational performance and oversaw P&L and related customer experiences • Effectively led operations for Service Level Agreements (SLAs)• Teamed cross-functionally with Marketing, Sales and Product Teams to maintain messaging consistency when communicating with customers, innovating to refine product and solution offerings• Conferred with state 911 boards, PSAP jurisdictions and generated leads using compelling marketing campaigns • Devised improved operations including delivery processes to align with unit goals • Mitigated risk by setting forth suitable responses and contingency plans• Key to creating proposals, contract renewals, RFQs, RFIs and RFPs• Guided and mentored a team of direct reports, leading by example to maintain peak quality performance levels• Managed a team of Associates across the country to build a holistic tracking system used to engage clients and deliver technical support; recognized as the platform of choice and used with global customers through 2022

700 Broadway Denver

• As a flexible leader, skillfully managed the team and oversaw three others in the absence of their managers, demonstrating quick adaptability and seamless operations• Hired and introduced a dynamic team to support new accounts; promoted 14 Associates in 2018• Trained Associates to help deliver new account sales presentations for high-profile prospects• Served as a coach to two MITs to help prepare them for Manager opportunities• Surpassed all performance guarantees across all accounts• Developed and launched an Inventory Management System that slashed missed Customer Promise Dates by 53% • Created and brought to life the company’s first National Co-Located Team; earned the Anthem A Award for the seamless rollout of Co-Location • Crafted an account-specific supplemental tracking system to offer Covid-19 data trends to national accounts• Engaged in Denver National Account Train the Trainer and was a three-year participant within the Anthem New Manager Mentor Program• Devised and introduced a full-scale inventory management system in 2018, used across national accounts

700 Broadway Denver

• Offered guidance, coaching and advisement for the team, gauging efficiency and compliance • Surpassed all metrics two months after joining the team, successfully leading direct reports in a bustling call center setting• Called on data analysis and critical thinking acumen to resolve concerns and make educated decisions• Attained desired business results and sought to improve operations consistently for consumers

• Partnered with health care members and providers to offer members benefits, ensure optimal resource allocation and coordinate inpatient admissions and outpatient services using clinical needs assessment • Determined factors such as potential for harm to self and others, along with substance use/abuse, domestic violence, mental health status and clinical criteria functioning• Finalized referrals for members to use behavioral health insurance or EAP Employee Assistance Programs, collaborating with members’ benefits companies to help them understand and utilize their coverage• Capably handled Critical Incident Reviews and oversaw the response to critical incidents, which included natural disasters, accidents, and acts of violence while simultaneously providing hands-on guidance and support to stakeholders and emergency responders as their primary point of contact• Strategically led post-incident analysis and debriefing along with handling onsite support setup

Denver, Colorado

• Established and oversaw operations for this full-service counseling provider, serving as a Program Owner and Supervisor• Managed and guided a team of graduate students, serving as an aid during business development assessment efforts• Ensured adherence to all state compliance programs while overseeing all areas of business operations• Hired and coached graduate interns while remaining compliant with the university supervisor board• Facilitated important focus groups including those centered on topics such as trauma, cycles, safety planning, empathy development, polygraph preparation, EMDR, victim services, placement assessment, clarification/reunification with victims, risk assessment and adolescent cognitive development therapy

Denver, Colorado

• Individual and Group Therapy• Offense-specific clients• Adolescent groups• Significant other class (teaching)• Seminar teaching: re: cycles, covert desensitization, failed polygraph group, certified to do EMDR• Evaluations, placement reviews, denial assessment and family therapy

Larkspur, Colorado

• As a therapist at this Residential Facility for Adjudicated Juvenile Sexual Offenders, provided individual and group therapy to males ranging in age from 10 – 21• Also responsible for family therapy sessions and quarterly multi-family therapy weekend workshops• As a member of an interdisciplinary team, took active part in individual, group and team supervision• Administrative duties included conducting pre-reviews for admission and placement, completing regular clinical admission ED notes, master treatment plans and discharge protocol

Denver, Colorado

• Coordinated and supervised a multi-disciplinary team that managed the psycho-social needs of senior citizen residents, chronically mentally ill residents and those residents diagnosed with HIV, according to the standards set by the State Department of Health• Activities included the development of Individualized Care Plans, assessment of medical and psychiatric needs, discharge planning and support referrals• Responsible for providing individual, family and group therapy for residents• Created and implemented behavior management programs

Denver, Colorado

• Provided multi-faceted clinical work on behalf of latency aged children who were victims of sexual abuse• Responsibilities included intake screening, medication monitoring and the provision of individual, group and family therapy• Worked with interdisciplinary teams and state agencies such as The Department of Social Services

Englewood, Colorado

• Graduate internship working with inmate in medium and high risk placement therapeutically

Masters Degree Clinical Counseling, Psychology, Graduate School

Bachelor'S Degree, Psychology And Mathematics, College

Activities and Societies: SOFAH- Students Organized to Fight America's Homeless.