Cathy Crocco

• Manage day-to-day operations, leading direct report data management and customer correspondence teams in producing timely and positive customer service outcomes by utilizing an integrated leadership and hands-on management approach.
• Foster relationships with facilities’ stakeholders to improve response rates and provide updates on key performance indicators (KPIs) to management to identify progress, risks, issues and mitigation recommendations. Facilitate quick issue resolution to achieve maximum efficiency.
• Supervise direct and indirect reports, coordinating daily assignments to ensure timely completion of work, and driving performance management through team-building, training, goal setting, motivational encouragement, and feedback during performance reviews.
• Maintain project documentation (i.e. project plans, action items, process flows, rules, etc.) in accordance with retention requirements. Manage compliance with governmental regulations and establish protocol to ensure customer transmissions are secure and confidential.
• Hired, trained, and managed a temporary staff of 28 employees for a 5-month project that required the processing of 300k records. Worked cross-departmentally to improve project delivery methods, resulting in $2.6M in incremental revenue.

Key accomplishments:

• Operationalized launch of new turnkey product, MDMax, bringing it in on time and under budget. Produced 99.997% accuracy rate for newly imported data files via implementation of enhanced processing and address verification programs.

Product & Operations Analyst (2009-2010)

• Oversaw all daily operations, analyzing system data and monitoring staff performance and process improvements, as well as providing necessary support throughout the operation cycle. Interfaced regularly with operations leadership as the primary team contact.

Key accomplishment:

• Delivered 25% reduction in cost by spearheading third-party vendor negotiations.

• Initially served as operations consultant for the president/CEO, assuming responsibility for marketing consultation, human resource management, and infrastructure improvement prior to full-time employment as the Office Operations Manager.
• Developed and instituted Standard Operating Procedures (SOP) to clarify company practices. Automated the product order system, trained staff, and reengineered workflow channels to improve productivity and efficiency levels across the workforce.
• Maintained front and back office areas in a safe and clean manner. Monitored the level of supply inventory and managed vendor relationships to ensure that supplies were acquired under the most favorable terms and stored appropriately.

Key accomplishment:

• Generated a 25% increase in customer appointment bookings by coordinating the design of practice website for increased market recognition and enhanced client traffic direction.

• Directed multiple managers and specialists in transitioning wireless telecommunications markets from local carrier services to AT&T. Ensured cross-functional teams were synchronized across time zones in order to optimize effectiveness and boost productivity.
• Facilitated training of 30,000 employees to support product launch and directed activities for 25 cross-functional teams, ranging from customer care to marketing. Monitored KPIs and prepared status reports with recommendations for continuous improvement.
• Led strategic assessment initiatives to ascertain market conditions and facilitate effective brand/product alignment for remote sites throughout the U.S. and Puerto Rico.
• Aligned project strategies and trained staff to enhance operations for the delivery of multiple concurrent projects within scope and budget requirements. Organized daily communication sessions with managers to actively monitor and better utilize project data in real time.
• Developed project scope and created contingency plans.

Key accomplishments:

• Spearheaded a $40M re-branding campaign for mLife product line, drove the conversion of 90 markets totaling 2.7M subscribers from local carriers to AT&T, and launched a brand 8 months ahead of schedule in a market covering 15 states/territories and 1.2M subscribers. Delivered $36M margin improvement that included a 15% bump in subscriber rates, 7% increase in revenue, and 100% upgrade in profitability.