Craig Mac Murray

Summary

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Edit position Site Director Convey Health Solutions
Site Director
Company NameConvey Health Solutions
Dates EmployedSep 2016 – May 2018
Employment Duration1 yr 9 mos
LocationDecatur, Illinois Area
800+ call center (multi-site control) incorporating BPO-vendor services for Medicaid and commercial medical insurance companies as well as a small group of technical agents handling the other side of the business which is proprietary medical software CRM programs. The Decatur site is one of the Convey centers besides those in Arizona and a number located in the state of Florida, including the headquarters facility. Many of the top health care and health related companies in the country rely on the Convey Health centers to provides service to their customers.

Edit position Sr. Operations Mgr./Program Director HGS Global Solutions
Sr. Operations Mgr./Program Director
Company NameHGS Global Solutions
Dates EmployedMay 2014 – Jul 2015
Employment Duration1 yr 3 mos
LocationPeoria, Illinois Area
• Implementation/resolution of new of cloud-based telephony system for HGS client: (Fortune 500) - HGS
o Direct involvement with telephony provider to facilitate use and operation of the new telephony platform, metric evaluation, skill-based routing and queue creation and expansion.... See more

Edit position Manager: Financial Services Operations U.S. Cellular
Manager: Financial Services Operations
Company NameU.S. Cellular
Dates EmployedSep 2011 – May 2013
Employment Duration1 yr 9 mos
Location8410 W. Bryn Mawr Dr. Chicago
Liaison between Financial Services and Customer Service from an Operations overview: Involved in Forecasting, Scheduling, Service and Performance Management.

Edit position Area Manager - Customer Operations AT&T Mobility
Area Manager - Customer Operations
Company NameAT&T Mobility
Dates EmployedSep 2006 – Dec 2010
Employment Duration4 yrs 4 mos
LocationRantoul, Illinois
• Proven leadership focused on performance by understanding how people processes and technology work together to impact KPI’s (Availability, AHT, Not Ready, Adherence, Sales). Performance management and leadership for 3-6 floor managers leading 12-20 floor associates each.

Edit position Customer Care Manager Cingular
Customer Care Manager
Company NameCingular
Dates EmployedJun 2002 – Sep 2006
Employment Duration4 yrs 4 mos
LocationRantoul, Illinois
• Provided leadership, performance coaching and mentoringto floor team of 12-20 Customer Care associates
o Led new-hire training of on-line agents. (2 classes…approx.. 20 agents each) while also supporting floor team.... See more

Education
Add new education
Edit education Murray State University Reorder education {:name} Murray State University
Murray State University
Degree NameM.S. Field Of StudyOccupational Safety and Health Management
Dates attended or expected graduation 1992 – 1993

Edit education Cornell College Reorder education {:name} Cornell College
Cornell College
Degree NameBA Field Of StudySociology/Politcal Science
Dates attended or expected graduation 1974 – 1978

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