Patrick Crews Email & Phone Number

San Antonio, TX, US

• Engineering Manager on the Partner Enablement Solutions team leading a team of iOS and Android engineers. Responsibilities include:
• Delivering features and enhancements to several Partner-facing native mobile applications with heavy integration to enterprise applications including Salesforce.
• Coaching and mentoring individual contributors, building career plans and ensuring skill development through progressively challenging bodies of work and allocated time for learning.
• Driving iterative improvements in processes, techniques, and methodologies to strengthen code quality, reduce complexity, and increase velocity.

Atlanta, GA, US

• Application Development Manager for the CRM, Mission and Events Application Group, including but not limited to Siebel CRM (previous) and Salesforce (current) along with internally developed MVC.NET applications..
• Oversee the application development life-cycle activities to ensure that business needs and timelines are met and proper coding and release management standards are followed. Analyze incoming requests, provide.
• Act as product advocate, understanding how users interact with the various applications and the strategic initiatives of business units in order to recommend enhancements which improve functionality and align with.
• Manage 3rd tier support and development activities using Azure DevOps to ensure work tasks are progressing on time and according to specifications. Support the team by clarifying business requirements, brainstorming.
• Migrate legacy enterprise.NET webforms event management application to N-tier MVC design without interruption by modularizing components across functionality or event type and upgrading to the new framework during.

Atlanta, GA, US

• Member of the development team responsible for CRM, Mission, and Event related applications. Major accomplishments include:
• Managed application life-cycles through development sprints and maintenance releases including establishing iterations and assigned backlog work items to ensure successful deployments that met business requirements and.
• Managed technical relationship with MSABC calling vendor, ensuring compliance with data exchange specifications, identifying and troubleshooting issues, and developing import/export packages that ensured successful.

Atlanta, GA, US

• 12 month internal fellowship program where four staff are temporarily reassigned to the National Vice Present for Strategy. Major responsibilities include:
• Assist in managing the first ever enterprise-wide strategic planning process
• Use data and qualitative analysis to identify and evaluate strategic choices for ACS Leadership and the Board of Directors
• Provide strategic support to selected NHO departments, business units, and/or Divisions and transition the ad-hoc Strategy Department support model into a standardized service model
• Assist in the development of an enterprise-wide performance management system

Atlanta, GA, US

• Manage a team responsible for operational performance reporting, business analysis, and workforce forecasting and scheduling for a 600+ seat contact center. Major accomplishments include:
• Designed a datastore to unify disparate operational data from several NCIC systems. Developed ETLs to migrate data and an SSIS package to distribute nearly 200 reports each night. This solution eliminated multiple.
• Designed and developed an ASP.NET application to provide staff and their supervisors with near-real time visibility to individual and center performance metrics. Prior to implementation, supervisors had to manually.
• Facilitated discovery meetings with several divisions to assess existing and to-be processes for a patient service center hosted at NCIC. Designed and mapped business processes and workflows, including processes to.
• Managed the implementation of an outbound dialer including requirements gathering and system configuration. Developed an automated process to generate call lists. The resulting solution improved dialing efficiency and.

Atlanta, GA, US

• Deliver custom reports and assessment summaries to strategic leadership and department managers, evaluating improvement opportunities and performance outcomes.
• Created Reporting and Analysis Department, including and all processes and procedures.
• Designed and implemented automated reporting solution delivering self-serve individual and center performance reports, eliminating 4 hours of manual report production daily.
• Designed and developed automated reports and executive summaries outlining specialist quality performance, enabling supervisors, managers, strategic leadership to easily identify individual and center-wide strengths.
• Delivered trainings for supervisors and managers providing guidance turning report data into actionable development strategies for staff.

Atlanta, GA, US

Managed department producing hiring projections, volume forecasting, capacity planning, scheduling, and payroll for 370 seat contact center.

Atlanta, GA, US

• Managed the development of a ground-breaking pilot program designed to help patients find clinical trial treatments from over 4,000 nationwide trials. Supervised a team of 8 information specialists.
• Created all business processes for handling constituent contacts, including the tracking of service delivered, outcomes, and barriers to enrollment.
• Service participants enrolled in clinical trials twice as often as the national average.

Atlanta, GA, US

• Managed the strategic development and daily operations of email response department, including hiring, training, and performance management of 20 specialized staff.
• Managed transition of operation from Atlanta to Austin, reducing response time from over 30 days to less than 24 hours.
• Developed business requirements and functional design, and managed User Acceptance Testing, training and implementation of email response in Siebel.
• Created Quality Assurance Standards for email correspondence delivering unified constituent communication expectations across both National Cancer Information Center channels.
• Crafted email replies to sensitive, escalated, and frequent inquiries ensuring accurate information and the appropriate tone.
• Collaborated with other departments to align email messages with national initiatives.

Atlanta, GA, US

• Supervised, coached, trained and mentored a team of 15 Cancer Information Specialists. Performed quality monitoring and monthly assessments to achieve exceptional performance.
• Worked closely with Division Liaison to ensure two-way communication, soliciting feedback and gaining background on Division initiatives while providing information on unmet needs.
• Consistently developed team members toward excellence resulting in productivity and quality scores which were routinely in the top quartile of all teams.

Atlanta, GA, US

• Delivered comprehensive cancer information to callers. Mentored new staff.
• Received highest external customer satisfaction rating of any information specialist.