This document provides a summary of qualifications and experience for Denise Crowell. She has over 20 years of experience in management roles within call centers, most recently as a Call Center Manager at Comcast from 2001 to 2009. Her skills include staff training and development, project management, customer relations, and quality assurance. She holds a bachelor's degree in computer forensics and has received recognition for her work reducing contact rates and starting new departments.

1. Denise Crowell
3133 Rice St.  Shoreview, MN 55126  651-493-9090  denise.sue.crowell@gmail.com
www.linkedin.com/in/denisecrowell
Summary of Qualifications
 Highly ethical manager who is able to balance dual role as a member of management and
employee advocate.
 Skilled in staff training, development, and performance management to meet and exceed
operational and financial goals through performance/quality improvements and adherence to
established procedures.
 Excellent problem-solving skills with a strong orientation in customer service/satisfaction.
 Able to work under pressure in fast-paced, time sensitive environments.
 Demonstrated ability in assessing problem areas and offering recommendations resulting in
increases in productivity and profitability.
 Background encompasses strong leadership as well as the ability to establish and build positive,
solid relationships with customers as well as cross functional foundations..
 Excellent computer proficiency: Windows, Word, Excel, Access, PowerPoint and Outlook.
Key Skills
Training and Development Conflict Resolution Employee Evaluations
Staff Training and Mentoring Project Management Operations Management
Leadership & Team Building Customer Relations Quality Assurance
Experience
Comcast – Saint Paul, MN (National Cable, Internet and Telephone Provider)
Call Center Manager, 7/2001 to 8/2009
 Implemented productivity metrics for both local and national markets.
 Collaborated on yearly budgets for department
 Coached and developed Supervisory staff to develop their teams to create an enviable working
environment.
 Served and lead process committees on new products, quality assurance and employee
development.
 Instrumental in the interview process and development of the process as well as determining
eligibility for relative positions.
 Developed personal performance plans, provided on-going performance feedback and
performance reviews.
 Hand selected and created a key team for trouble resolution which reduced escalated issues and
improved overall customer satisfaction
Technical Repair Supervisor (Call Center), 8/1998 –7/2001
 Created and conducted all training pertinent to brand new position and High Speed Data
 Development of troubleshooting and resolution of technical problems and coached the
representatives to hand and resolve these type of calls.
Call Center Supervisor, 10/1997 – 08/1998

2.  Supervised and monitored the work activities of Quality Assurance Agents, Customer Service
Specialist
 Performed quality checks on all orders via CSG system and Access database.
 Created and distributed error reports to representatives daily for training and developmental
purposes.
 Coached and developed team of representatives of about 12 -19
Customer Service Lead, 9/1997 – 10/1997
 Coached and trained Customer Service Specialist.
 Consistently resolved customer escalations and internal complaints.
 Responsible for payroll, phone monitoring and administrative support.
Customer Service Specialist, 4/1997 - 10/1997
 Answered and responded to calls from customers regarding products, service and billing.
 Educating and upgrading customers services to best fit their needs
 Delivered personal attention to customers without compromising service and efficiency.
Professional Development & Education
Currently pursuing bachelor degree in computer forensics at Metropolitan State University
Managing Difficult People Talent Management Employee Recognition
Coaching and Team Building Supervision Project Management
Effective Time Management Leadership Skills Employee Development
Human Resource Overview Retention
Change Management CPR
Recognition
 Nominated for “Circle of  Project managed a team • Began new department
Success Award” 3 years to reduce order entry for start up on two different
customer service occasions regarding
 Reduced contact rate by project
representatives. (in - internet and telephone
managing a team in reducing the
ICOMS) (Very Successful) technical support
call in rate in the digital phone
department. Reduced contact
rate by 60% for Telephony
customer contact rate.