Ruth Kolb Drew Email & Phone Number

Batavia, Illinois

Optimize the customer engagement of science educators across North America, by designing a “frictionless” customer experience.Leverage technology investments to reduce manual touches and optimize workflows.Ensure high quality customer interactions, driving toward first contact resolution and enhance service level across all channels..

Northbrook, Illinois, United States

Led growing, dynamic team in Illinois, Puerto Rico and Mexico to provide timely information and scheduling support to patients at over 85 clinics across the country.• Promoted Contact Center best practices to expand team supporting a growing national network of medical clinics, with a hybrid of on-premise and remote workers.• Partnered with IT developers to build systems supporting inbound queues, outbound dialers and interactive scripting, providing business requirements, testing and findings• Cultivated high-performing team with effective training, quality assurance and supportive coaching to meet ambitious performance goals.

Chicago, Illinois, United States

Directed nationwide 24-hour helpline/contact center, serving over 300,000 Americans per year via telephone, email and live chat. Centralized helpline service delivery model, increasing quality, efficiency and accountability. Managed budgets and vendor relationships. Negotiated contracts. Improved operational effectiveness with data-driven key performance indicators.• Migrated separate contact center systems to one cloud-based, unified system to handle telephony, reporting, call recording, workforce management and quality assurance.• Reorganized and expanded leadership team to support dramatic staff growth.• Developed career ladder, adding tiered agent roles, expanding new-hire training and coaching support while increasing skills, job satisfaction and retention of high performing agents.• Supported launch of contact center research team to measure the effectiveness of telephone care consultations, comparing standard practice to an evidence-based counseling method.• Reduced staff turnover by redeploying 26 high-performing chapter staff to expand remote team.• Raised disease awareness by sharing compelling facts and storytelling as media spokesperson. Interviewed by NPR, ABC, NBC, CBS and FOX affiliates and quoted in publications such as Neurology Now, The New York Times, The Washington Post, The Wall Street Journal, USA Today, AARP Bulletin, Prevention and Consumer Reports. • Trained and coached chapter program directors across the country to increase effectiveness.

Chicago, Illinois, United States

Directed development of all organization-wide family education programs as well as training for chapter program staff and volunteers https://training.alz.org/. Led the 24/7 helpline and nearly tripled 22-seat contact center by providing chapters an outsourcing option. Wrote and directed a $4.9 million five-year federal grant. Led largest staff team for annual walk event for seven years with 95% staff participation, finishing in top three staff teams each year and raising over $90,000. • Enhanced quality and effectiveness by upgrading training, quality assurance and technology. • Launched successful, remote agent program in anticipation of upcoming business needs. • Chaired and served on multiple nationwide initiatives including successful nationwide launch of Constituent Relationship Management system (CRM).• Directed the nation’s foremost dementia-specific library, handling over 10,000 requests per year.• Presented at numerous national events.

Tulsa, Oklahoma, United States

Directed two-state team to collaborate with community agencies, tribes, hospitals and faith-based organizations to reach diverse families and provide caregiver counseling, family care consultations, information and referral, helpline, outreach and education programs and support groups. Recruited, trained and managed volunteers to expand reach. Worked closely with Development team on fundraising plans to meet chapter financial goals and engage donors and board members. Secured and managed multiple grants including two federal grants in partnership with the State of Oklahoma.• Partnered with the Creek Nation to increase provide dementia care training to Community Health Representatives and translate Alzheimer’s information into Creek language.• Supported annual Out of Africa arts event to raise dementia awareness in Tulsa African American community with attendance of 500+.

Tulsa, Oklahoma, United States

Conducted care consultations to families to assess current needs, provide education, and help them access support services within the association and the community (using brokerage case management model). Provided individual and family counseling to caregivers to assist them in dealing with denial, grief, crisis management, frustration, fatigue, guilt, conflict and other caregiving issues. Developed and presented education programs to professionals, families and community groups, and trained volunteers

Tulsa, Oklahoma, United States

Provided patient assessment, individual counseling and group therapy in adult, in-patient psychiatric hospital unit for behavioral health, chemical dependence, and geriatric behavioral health units.

Ms, Counseling Psychology, 4.0

Ba, English Literature, Journalism, Music

Activities and Societies: English Club, Oracle staff (student paper), University Chorale, Women's Chorus, Opera Chorus

Undergraduate Studies, English, Scottish & Irish Literature

Activities and Societies: Gilbert and Sullivan Society, University Choir