Phillip A. Crowson Email & Phone Number

Albany, New York Area

NYMMIS Imaging Operations Manager:Transferred to a new Xerox/Conduent MMIS $500M project implementation to turnaround behind schedule creation of a new intake & imaging department supporting overall project. Successfully brought implementation from 2 months behind schedule to on-time initial phase implementation within 5 months. Maintained implementation ahead of schedule through project conclusion. Key accomplishments: • Oversaw facility construction of secure areas accommodating mail/delivery receipt, document/x-ray/cast mold imaging, rooms with additional two-key validation for check stock storage/check printing and secure file archiving.• Developed vendor selection processes and solicited quotes for equipment purchases and contract staffing. Coordinated purchase order approvals and invoicing for selected vendors and contract agreements with project legal team. • Created job descriptions, interviewed and hired new staff in three position classifications (Courier, Department Ops & Supervisor). • Created standard operating procedural documentation, quality procedures and performance metrics to support contracted SLAs & compliance checklists to establish controls and routines around daily tasks & document security.• Oversaw requirements documentation and implementation of hosted workflow software. Created User Acceptance Testing scripting and managed initial and regression testing processes.

Albany, New York Area

NYS Child Support Program Notices & Disbursements ManagerPromoted into Manager’s position to lead turnaround of print production and fulfillment department. Department was responsible for the production, mailing and archiving of child support forms, notices and paper checks to custodial & non-custodial parents and employers. Increased on-time production & mailing saving tens of thousands in financial penalties. Average monthly production volume was 780,000 mailed notices and 60,000 paper checks. Key accomplishments: • Oversaw cross-training of staff. Established, posted, actively monitored and enforced clear individual and department production targets.• Created and maintained scheduling rotation to expand production hours and utilize staffed hours more efficiently.• Conducted individual performance reviews, replacing staff unable to achieve required performance goals.• Learned and operated department equipment and software including Pitney Bowes highspeed DI inserter, Pitney Bowes DM meter, Xerox Nuvera highspeed production printers, CAT electric powered forklift, Pitney Bowes Mailstream software, Microsoft SQL server (ad-hoc reporting & mailing confirmations) & USPS Business Customer Gateway.• Maintained 100% on-time performance while maintaining a staffing below 80% of contracted staffing allocation, saving over 65K annually.• Renegotiated vendor paper and envelope supply contracts, saving over 50K in annual costs.• Oversaw implementation of Intelligent Mail Barcoding, saving an average 10% (over 400K) in annual postage costs.• Passed two SOX audit reviews of disbursement controls compliance with 0 major deficiency findings.• Wrote RFP/RFI responses as Subject Matter Expert in print production/disbursements corporate process.

Albany, New York Area

NYS Child Support Data Capture Team SupervisorHired to assist the department manager with staff supervision, performance improvement and mentoring of team leads in department responsible for data capture, Interstate Case Registration, Debit Card management and daily file transmission. Key accomplishments: • Supervised 40+ staff members and mentored 2 two team leads in management skills.• Implemented a pay for performance compensation process paying staff based on the number, accuracy and type of daily forms and offline work completed, increasing staff productivity by an average of 25% within 6 months of full implementation.• Created a new Quality Review team and implemented a new quality review/coaching feedback process. Created a department intranet page to support coaching allowing instant staff access to online reference documents, quick tips and overall department performance.• Developed, implemented and managed a small customer service department with an Avaya IVR caller routing and performance reporting system.• Served as Client Service point of contact for New York State requests or inquiries received by phone, e-mail or in person.

Albany, New York Area

• Responsible for generation of additional revenue by contacting existing subscribers and offering additional products and services through bundled package offerings.

Albany, New York Area

Implementation Team ManagerHired to manage the relocation and on-going activities of a new client benefits implementation team to upstate New York. Working with Executive and dedicated project management team, implemented a new workflow tracking system, restructured existing support departments and developed new procedures to increase transparent implementations. Creating custom project workplans, coordinated on-time implementation tasks between Sales, Contracts, IT/Coding, Enrollment, Claims, Customer Service, Configuration, Billing, Provider Network and Publication departments for numerous Fortune 500 benefit implementations generating an average of $15M in annual revenue. Key Accomplishments:• Developed standard project plan templates, implemented performance metrics and workflow reporting that provided increased implementation queue transparency and reduced days to implementation go-live by 50% from the pre-transition implantation team.• Interviewed, hired and managed staff responsible for over 100 average new, renewal and change group implementations monthly.• Led implementations as Project Manager for complex large groups including high-profile companies such as General Motors, Motorola, Prudential, Alcoa, Norfolk Southern and numerous Blue Cross/Blue Shield plans. • Participated as Subject Matter Expert in RFP/RFI responses, large group client sales presentations and providing content for sales proposal slide decks.

Key Accomplishments:• Lead design and implementation of departmental paperless process to provide a foundation for work flow routing and metrics.• Department lead in the development and implementation of department performance metrics and Key Process Indicators.• Developed balanced score card model utilized to track individual and departmental performance against departmental & corporate performance goals.

Key Accomplishments:• Supervised team handling inbound Commercial product calls.• Created departmental tools utilized to better manage staffing around call flow enabling the team to consistently meet ASA targets.• Implemented call procedures that reduced the average abandoned call rate from 4.5% to a consistent 2.0% quarterly average.• Lead a cross-departmental team in implementation of a mentoring program that allowed associate within various departments to gain a better understanding of each others role in meeting corporate service goals.

• Responsible for creation and submission of annual department budgeting requests, hiring and management of staff, aligning vision with corporate goals and implementing department rules and processes.• Started outbound call programs to provide feedback to product management from new & existing customers and pre-qualify vertical industry customers receiving literature on MapInfo product and services.• Lead customer service core team member for worldwide customer service management system.• Implemented call procedures that reduced and maintained average abandoned call rate from 4.5% to a consistent 2.0% average within a quarter.

• Developed and Evaluated internal and external departmental business processes.• Produced weekly, monthly and ad-hoc performance charting of individual departmental personnel, overall departmental performance and corporate performance tracking.• Created comprehensive training documentation and process guides.• Created and developed Automated Logs and Databases utilizing Excel and Access.

Bachelor Of Science, Business - Information Technology Management, Computer/Information Technology Administration And Management, Currently Attending

Coursework in management and leadership, business, networks and security, and information systems management.

Certification - Data Analysis, Data Analysis, Honor Graduate

Military Specialty Training Summary: Monitor, collect, assemble, and audit data for reports and briefings. Initiate special studies.

Certificate - Introduction To Digital Currencies, Digital Currency

Course provides an introductory understanding of decentralized digital currencies, surveying the theory and principles by which they.