Center Manager in Chicago IL Resume Cathryn Withers by CathrynWithers


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									                                              CATHRYN B. WITHERS
                                               OAK PARK, IL 60302
                                        (H) 708-383-6360 (C) 708 707-6360

                                            QUALIFICATIONS SUMMARY

Operations Manager with diverse and progressive experience acquired in healthcare and insurance industries. Deliver
value through leadership and development of highly productive teams and initiation of significant process improvements
critical to business / performance success. Technical proficiency in voice communications systems and hardware
selection, implementation and maintenance. Competencies in:

•Project design and Implementation              •Process Improvement        •Quality and Productivity Metrics Development
•Call Center Technology and Management          •Workflow Analysis          •Operations Turnaround

                                                   CAREER HISTORY

NORTHWESTERN MEMORIAL CORPORATION, Chicago, IL                                               1997 to present
Northwestern Memorial Hospital, the premiere full-service adult care hospital and trauma center of Chicago.

Manager of Hospital Operator Services (2006 to present)
Direct 1.2 million call volume central answering hub and emergency team dispatch center with 10,000+ clinical and non-
clinical emergencies annually. Manage staff of 21.

       Achieved world-class service levels and abandoned call rates (consistent 90% Service Level, 1-2% Abandoned
        call rates) through championing of and negotiating for higher salaries for agents, introducing enhanced candidate
        selection process, and implementing performance / productivity standards.

       Led team in execution of conversion to VoIP, reducing reliance on outside vendors and saving approximately 4
        million dollars annually, enterprise-wide.

       Initiated and oversaw implementation of enriched digital voice recording system, effectively documenting
        emergency events to provide quality assurance and critical feedback for training purposes.

       Member of team charged with designing, building and launching of web based mass communications system,
        ensuring hospital’s ability to respond to major emergency situations including terrorist attacks and biological

Manager of Telecommunications Operations (1999 to 2006)
Directed call center with average volume of 3,000+ calls daily and hospital-owned paging system service center for NMH.
Managed staff of 23 and operating budget of $4 million.

       Executed transition of Operator Services from PBX to Centrex and PC-based call connecting, providing ability to
        capture data and establish / measure agent productivity.

       Led and coordinated seamless move of Operator Services and Paging Services to new 2 million square foot
        facility, ensuring patient safety and continuity of service.

       Served on telephone and other voice systems implementation teams, contributing to effective use of enterprise-
        wide technology.

       Introduced and implemented new scheduling methodology and daily operating report, significantly enhancing call
        center performance, and reducing staffing requirements by 3 FTEs.
CATHRYN B. WITHERS                                                                  Page Two

Analyst III (1997 to 1999)
Responsible for all telecommunications installations for new and existing construction in three hospital pavilions and two
administrative office buildings.

       Managed successful transition of operator services from Northwestern University to NMH. Hired and trained staff,
        developed policies / procedures, and coordinated transfer of equipment and technology.

       Introduced and implemented alpha-numeric paging and web access to paging, resulting in markedly improved
        communications, especially relative to emergency team response.

CHILDREN'S HEALTH SYSTEMS OF WISCONSIN, Milwaukee, WI                                                    1979 to 1997
Children's Hospital, the only free-standing tertiary care pediatric facility in Wisconsin.

Manager of Communications (1985 to 1997)
Responsible for voice communications for 220 bed facility, several outpatient facilities and other corporate/administrative
entities within the system. Managed staff of 19, operating budget of $1.3 million, and capital budget of $1.9 million.

       Coordinated installation of state-of-the-art voice and date cabling for new facility; planned and executed installation
        of digital Centrex and relocation of all other voice communication systems from old to new site.

       Introduced new technologies well in advance of general use in other healthcare facilities; e.g automated attendant,
        ACDs, voicemail, resulting in 37% decrease in operator-connected incoming calls and message-taking, and
        reduced abandoned call volumes in outpatient clinics.

       Introduced new paging technologies, resulting in improved throughput to average of seven seconds on emergency
        team paging.

       Developed and marketed revenue-generating answering service for medical-dental staff.

       Selected by CEO to serve as consultant to local community health center on telephone system selection and
        installation project.

Manager of Admitting (1979 to 1985)
Responsible for hiring, training, and supervision of all staff of 24-hour operation comprised of inpatient admission,
outpatient and ED registration, and inpatient bed assignment. Developed quality and productivity standards. Prepared
and managed operating budget of $.5 million.

Held business / system analyst and manager positions within healthcare and insurance industries.           Prior to 1979


                                          BA, University of Wisconsin-Milwaukee
                              Post Graduate courses in Management at Keller Graduate School

                                               TECHNICAL EXPERTISE
        Expertise in telephone installation and programming, including key systems, PBXs, Centrex and VoIP.
Conversant with building and maintaining web based mass communications, paging, voicemail and digital voice recording
                                                 Microsoft Office Suite.

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