Karen Deale Email & Phone Number

Linthicum Heights, Maryland, United States

Manages a team of Service staff to include Supervisors, Customer Service Representatives and Customer Service Specialists. Ensures daily operation runs with optimum efficiency to achieve all internal and external corporate goals and objectives. Ensures high quality, timely, cost effective service, and maintains high levels of customer and provider.

Primary liaison between corporate, regional, and outsourced call centers used to support member services, collections and appointment setting. Managed performance of outsourced vendors, analyzed reporting, monitored quality, provided feedback. Analyzed trends and recommended action to improve effectiveness. Facilitated calibration meetings to ensure.

Managed 10 recruiters, staffing three national call centers to maintain staffing levels of 500+ employees.Demonstrated knowledge of full recruiting cycle including sourcing, screening, assessing, interviewing and selection. Working knowledge of internet recruiting, coordinating open houses and career fairs. Developed effective recruitment ad campaigns..

Managed three departments, 42 employees with an operating budget of $2million: Quality Assurance, Training and Customer Service.Ensured adherence to survey methodology and production schedules through monthly internal audits. Calibrated methodology and procedural adherence with 13 national calling center locations. Developed and implemented training.