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Carolyn Barcus

Director of Client Services - The Connection

Brooklyn Park, MN

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Work Experience

Director of Client Services

The Connection
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Burnsville, MN
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November 2013 to Present

Develops and cultivates strong relationships with strategic clients, by providing meaningful dialogue, best practices, and marketing strategies, at the most senior levels 
• Serves in executive board meetings by taking part in decision-making processes, providing direction for the departments, and taking individual initiative to enhance the organization 
• Leads multi-million dollar departments through pre-sales, contracting, program implementation, and ongoing account management

Healthcare Vendor Manager

Blue Cross Blue Shield of Minnesota, ClearStone Solutions
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Eagan, MN
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August 2012 to November 2013

Directly or through designated management, managed critical call center functions that included, but were not limited to, Telesales, Customer Service, Work Force Management, IT, Training, Quality, and Management staff 
• Directly participated in contract negotiations and change proposals 
• Third party vendor selection including the development of Scopes of Work, RFPs, and RFIs 
• Implemented third party call center vendors into the Exchange; managed the staff, projects, and call center operational design to support Exchange functions 
• Quality assurance and compliance oversight in response to CMS Government requirements or audits; 5 Star Plan 
• Executed Medicare or Medicaid client strategies and recommended key call center performance metrics for increased profitability

Director of Women's Ministries

St. Paul Apostolic Tabernacle / Non-Profit Organization
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Saint Paul, MN
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January 2000 to November 2012

Responsible for the overall leadership including the casting of a compelling vision and yearly strategy 
• Oversaw and supervised all of the women's ministry activities, either directly or through designated leaders 
• Provided leadership in designing, implementing, and evaluating programs for women; speaking events, retreats, and training seminars 
• Recruited, developed, and trained leaders for ministry 
• Identified new opportunities for philanthropic support and social investment

International Vendor Manager

St. Paul Apostolic Tabernacle / Non-Profit Organization
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Saint Louis Park, MN
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December 2006 to November 2007

Oversaw telemarketing call centers domestically, near shore (Philippines), and off shore (India) which encompassed fourteen call center sites […] employees per site), five vendor companies, and two external monitoring companies relationships 
• Directed the entire quality assurance department for all inbound and outbound company call center vendors 
• Reduced cost per order, saving the company several hundred thousand dollars a year 
• Conducted contract negotiations, implemented client launches, developed client relationships, performed audits, and set goals for program management

Senior Marketing Operations Manager

St. Paul Apostolic Tabernacle / Non-Profit Organization
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Minnetonka, MN
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February 2006 to November 2006

Liaison between the marketing healthcare operations group, to eight different call centers vendors and executive management, located throughout the United States, enabling the Medicare call centers to be equipped for campaigns 
• Scripted outbound and inbound call center marketing guides for representatives, giving the call centers a 30-50% close rate 
• Forecasted call center work force volume for four different call centers, based on multi-million dollar campaign's lead projections, to ensure minimum costs and prevent operational delays; training, call routing, VRU, and staffing appropriately

Operations Manager

St. Paul Apostolic Tabernacle / Non-Profit Organization
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Eagan, MN
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July 2004 to February 2006

Oversaw multiple business operations in a call center environment: Triage, Research, and Customer Service 
• Directed a team of cross locational operations managers in three sites which identified and managed process improvement projects 
• Modeled managerial leadership and created a culture of positive energy and dedication, in a union environment that was voted out, due to the satisfaction of new management practices 
• Proactively managed a half a million-dollar budget with the ability to address variance, forecasting, and staffing 
• Established site metric goals and implements needed changes based on conclusions, increasing the service level by 20% 
• Six Sigma methodologies and directed a six sigma team to reduce the company expenditure by thirty thousand dollars 
• Determined responsibilities of assigned organization and staff positions, to accomplish business objectives

Operations Supervisor

State Farm Insurance
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Woodbury, MN
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November 1997 to January 2002

Provided professional development and coaching to seven assistant supervisors, who were ultimately responsible for over one hundred representatives in two different job classes 
• Strategized and implemented site projects or initiatives that expand concurrently to two financial contact centers 
• Interfaced with all levels of management and our vendors 
• Interviewed and hired assistant supervisors 
• Site Compliance Supervisor; tracked and trained of bank regulatory items to comply with company standards, policies, and applicable laws 
• Analyzed call volume, service levels, scheduling, and made recommendations for staffing 
• Led a group of employees which created cross locational training materials for new hires and existing employees, in several job classes

Education

Bachelor in Theology

St. Paul -
Saint Paul, MN

June 2000

General Studies

Century Community College -
White Bear Lake, MN