Kathyren Krafft
DIRECTOR -- DEDICATED SERVICES
Kathyren joined Connect One Health in June 2019, as the General Manager of its Call Center operations. At that time, Connect One based its operations out of a traditional call center location, in Maryland. When the COVID-19 pandemic hit, however, Connect One was forced to close that physical location and transition all of its brokerage operations to a “virtual” call center. At that same time, Connect One was in the process of launching a 40-seat dedicated call center for a regional Carrier, to answer inbound calls from the Carrier’s branded marketing channels and enroll qualified beneficiaries in the Carrier’s Medicare Advantage plans. Thus, in addition to transitioning Connect One’s brokerage services to a virtual model, Kathyren was responsible for transitioning the Carrier’s project from the planned “bricks & mortar” operation, to a “virtual Call Center.”
In less than 90 days, Kathyren and her team hired, trained and began managing over 40 agents virtually, 12 hours per day, 7 days per week. Based on the success of that operation, Connect One promoted Kathyren to Director of Dedicated Services in 2021, and she has been responsible for leading Connect One’s Dedicated Services Division since that time. The Division continues to provide Business Process Outsourcing services (“BPO Services”) to carriers, which services now include customer service and client retention services. In 2022, Connect One expanded its BPO offerings beyond carriers, and Kathyren’s role likewise expanded to include overseeing Connect One’s provision of customer service and retention services to health care systems and providers.
With over 25 years of call center and BPO Services experience, Kathyren has a long and distinguished track record of developing and implementing strategies to improve performance for clients in several different industries. Prior to coming to Connect One, Kathyren managed clients in the telecommunications, cable, internet, and healthcare industries, ranging in size from small to medium-sized businesses, to Fortune 100 companies.
Kathyren’s current focus is on the planning and implementation of new client projects for Connect One across the United States; creating compliance and sales coaching programs to improve employee performance for each new client; and on leading a team of Managers, Team Leads, and Agents who are responsible for launching, managing and implementing new projects for both existing and new clients.
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