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As an Expert Lifecycle Manager at Movate, I implement community management and quality strategies to increase support to the expert (gig) community, which provides on-demand answers to customers across various industries. My team identifies and remove blocks to contributor success, and provides interventions such as coaching, access to education resources, live webinars, and development of knowledge management content.With over 20 years of experience in leadership, with a focus on quality, I have a proven track record of implementing omni-channel solutions, creating knowledge base content, developing and managing QA programs, and driving key performance indicators in the contact center. My experience includes both established corporate environments and a growing start-up atmosphere, with both gig workers and traditional employee populations. I am passionate about diversity and inclusion, and I thrive on partnering with engaged, cross-functional teams to achieve business goals.
Movate
View- Website:
- movate.com
- Employees:
- 12449
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Client Relationship ManagerMovateWest Des Moines, Ia, Us
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Expert Lifecycle Manager - Quality, Education, And Community ManagementMovate Jun 2021 - PresentImplemented key quality strategies to increase feedback and support to the expert (gig) community. This included identifying blocks to expert success, and providing interventions such as coaching, access to education resources, live webinars, and development of knowledge management content.Responsible for expert lifecycle management, which includes development of additional expert roles within the community.Developed an Expert QA program, which leverages engaged experts to support the success of peers through accuracy feedback and support. Partnered with QA Experts to surface insights and recommendations to clients about their customer base and blocks to delivering amazing service experiences. Partnered with leaders to implement strategies in leveraging a flexible, gig workforce to deliver service experiences that customers love.
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Cx Quality Assurance And Education ManagerDirectly Jun 2021 - Mar 2022My current company was originally Directly, and is now Movate, OnDemand Answers Inc. -
Manager Ii, Quality Assurance And Digital ServicesAdp Mar 2018 - Jun 2021Implemented omni-channel solutions by developing email services and implementing a new chat channel offering.Created knowledge base content to support the digital channels (chat and email) during client interactions.Developed and implemented a new Quality Assurance approach in the contact center, engaging more associates and promoting enhanced leader involvement in driving KPI's in the organization.Developed key reporting from the CRM (customer relationship management) tool to identify product trends and associate opportunities for improvement in documentation.Managed multiple project committees to advance organization initiatives, including onboarding a new Quality Management tool, driving culture change, developing strategies to meet client needs during Annual Enrollment, and partnering with training teams to deliver education and resources to associates. -
Manager, Quality AssuranceAdp Mar 2014 - Mar 2018Redesigned Quality Program to meet the changing needs of the current environment. Through this program, drove increased client satisfaction through improving associate performance.Challenged associates and leaders to adopt significant change; initial drop in quality scores rebounded to previous levels - demonstrating the ability to meet more aggressive goals and expectations.Collaborated with global partners to achieve expectations in all locations.Rebranded Quality Team with increased engagement and associate interaction.
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Quality Assurance SupervisorAdp Sep 2009 - Mar 2014Increase associate performance by driving quality standards across the organization.• Manage a team of Quality Analysts and additional indirect reports to deliver the quality needs of 7 Service Center locations.• Develop and grow the quality program, recognized by both International Customer Management Institute and certified by JD Powers.• Present quality initiative successes to industry professionals at the NICE 2012 Interactions Conference.• Collaborate with business units across the organization to support the call recording and associate evaluation tool.• Collaborate with business partners to develop, train, and implement quality assessment parameters for newly integrated service centers.
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Employee Service Specialist/Quality AnalystAdp May 2008 - Dec 2009Provided direct client support via voice channels, and transitioned into a Quality Analyst role supporting the quality functions of a contact support center.
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Professional Services ConsultantBrighton Consulting Group Dec 2002 - Dec 2007Experience providing direct leader support to nursing facilities within Iowa.• Provided executive level support through consultation with business owners, boards of directors, and administrators of long-term care facilities in the state of Iowa. • Utilized expertise on state and federal compliance to provide professional consultation.• Authored policies and procedures for businesses to better meet and exceed applicable state and federal regulations.• Collaborated with the Iowa Health Care Association to offer state of the art training to long-term care professionals, and provide ongoing education to staff-level employees in their facilities.• Pioneered an efficient process for monitoring real-time compliance and conducted mock compliance surveys within state and federal regulations through Excel-based audit tools.• Spearheaded compliance initiatives for Title II of the Health Insurance Portability and Accountability Act of 1996 (HIPAA), to include training clients and developing compliance tools.• Provided on-going support to clients, including design of marketing materials, development of employee policies and procedures, and remote HR assistance.• Participated in and consulted on statewide benchmarking satisfaction survey.
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Licensed Nursing Home AdministratorMapleleaf Healthcare Center Jul 2001 - Dec 2002• Direct administrative authority and accountability of a long-term care campus, including oversight of a 62-bed intermediate care facility (ICF), 12 assisted living units, and 52 independent living units. • Provided supervision of facility departments to ensure proper delivery of health care services.• Strategically improved state audit scores by developing and executing compliance-driven policies and procedures governing resident and personnel activities, conducting internal audits, and implementing best practices.• Improved compliance with OSHA rules and regulations.• Conducted investigative procedures in partnership with the Iowa Board of Nursing.• Managed Quality Assurance (QA) process, including development and implementation of QA plans of action.• Maintained community relationships including vendors, consultants, resident families, Care Review members, state representatives, and educational nursing programs.• Directed response in appeal process through the Department of Inspections and Appeals.• Worked with facility team in development of acceptable plan of correction for cited deficiencies.• Secured approval to provide consumer-directed care through the Elderly Waiver Service program.
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Licensed Nursing Home AdministratorEnglish Valley Nursing Care Center Aug 2000 - Jun 2001• Served as administrator for a 62-bed ICF; assumed the authority and responsibility of the human resource functions of the facility. Revised facility policies and procedures to ensure compliance with current state and federal regulations.• Evaluated and monitored the fiscal position of the facility. Created and delivered regular presentations to the Board of Directors.
Rachel C. Skills
Rachel C. Education Details
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Mount St. ClareHealth/Health Care Administration/Management -
Mount St. ClaireHealth/Health Care Administration/Management
Frequently Asked Questions about Rachel C.
What company does Rachel C. work for?
Rachel C. works for Movate
What is Rachel C.'s role at the current company?
Rachel C.'s current role is Client Relationship Manager.
What is Rachel C.'s email address?
Rachel C.'s email address is ra****@****ite.com
What is Rachel C.'s direct phone number?
Rachel C.'s direct phone number is +131960*****
What schools did Rachel C. attend?
Rachel C. attended Mount St. Clare, Mount St. Claire.
What skills is Rachel C. known for?
Rachel C. has skills like Management, Customer Service, Training, Project Management, Quality Analysis.
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