Tanya Anne Callaway Crews Professional Biography

PROFESSIONAL BIOGRAPHY

Ms. Tanya Callaway Crews has been at the forefront of Business Operations, Marketing Operations, Contact Center, Information Technology products, services, architectures, and solutions for a number of years. Not one to shy away from complex problems and monumental undertakings, Tanya‘s career has spanned a variety of multi-organizational projects and achievements that have led to innovative solutions for highly notable clients and employers. Recognized as an industry leader in the areas of Telecommunications, Multi-Media and Multi-Modal Sales & Marketing, Self Service, Contact Center Optimization, Customer Experience (CEM, CX, CXP), Customer Relationship Management (CRM), Computer Telephony Integration (CTI), and Automated Speech Recognition (ASR), Ms. Callaway has played an integral role in international contact center strategy and operations, enterprise-wide system design and implementation, and progressive business and government operations strategies.

As AIG looked to reduce costs within customer contact center operations while continuing on its quest to "deliver the firm" a focus on developing robust customer self service strategies and improvement initiatives that align with business objectives was necessary. This journey began with the 2008 second quarter appointment of Ms. Crews, as Director of Operations - Self Service, Global Operations and Systems. In Q1 2009, she was named Director of Solutions, AIG Global Services, and in Q3 2010, named Director of Global Solutions, Contact Center & Unified Communications.

Prior to joining AIG, Ms. Callaway championed new technologies planning, analysis, and integration initiatives in her position as Director of Solutions (Application Development & Technical Operations) at broadcast media leader, XM Satellite Radio Holdings. Ms. Crews’ knowledge of and experience with CRM, CTI, and ASR systems, along with a broad base of expertise with software applications and platforms has enabled her to introduce and/or enhance end-to-end solutions for increased customer satisfaction and loyalty. Within one year of implementing new CRM automation tools, there was an increase of 20% with customers utilizing the new and efficient tools. In addition to improved support experiences for customers, this automation resulted in a $400,000 savings per month for the company.

As CEO of First Touch Communications, Inc., one of Tanya’s biggest career challenges involved spearheading the District of Columbia’s Office of Chief Technology Officer’s $3 million call center infrastructure and integration project. This project required exceptional leadership, consulting, and project management skills to liaise with expansive departments internal to 83 agencies of this governmental office.

Prior to Ms. Callaway’s work with the Office of Chief Technology Officer for the D.C. government, she oversaw technical evaluations of telecommunications technology for use within the U.S. Environmental Protection Agency and National Enforcement Training Institute. She served as an advisor to call centers and in the role of systems engineer in planning, installing, testing, and monitoring of ACD systems and other related system components.

Tanya’s depth of experience encompasses senior level positions and/or as a provider of consulting services for private, public, non-profit, and government organizations in the areas of IT, business operations management, and professional services. Her entrepreneurial approach to identifying problems and addressing inefficiencies infuses stagnant environments with renewed creativity and builds a collaborative pathway for owning the problem and finding effective resolutions.

Ms. Callaway is passionate about lifelong learning and continuous professional development to maintain her “edge” in the telecommunications and business consulting industries. She sets high standards of performance for herself and challenges her colleagues and clients to do the same. Her commitment to seeking innovative solutions and utilizing non-traditional strategies to create unique, profitable outcomes is best summarized by a former client of hers….. “When someone tells you to "think outside the box," it’s often just a catchy phrase for them; Tanya verbalizes that phrase, but lives by the mantra, "Why is there a box to begin with?" This ingenuity, along with her industry knowledge, keeps Tanya busy as a highly-respected speaker at national conferences and other industry-related events.

Tanya received her Bachelor of Science degree in Electrical Engineering from Tuskegee University in Alabama. Additionally, she has pursued post-graduate studies in the areas of Law (Intellectual Property – IT), Communications (Electrical Engineering), Computer Architecture, and Vocal Performance & Audio Recording. She is a certified ISO 9000 Quality Auditor and has also received board certification in Health Care Quality Management (HCQM).

Actively involved in community organizations, advocacy committees, and non-profit leadership, Ms. Callaway currently sits on several boards (both corporate and non-profit) and participates in professional groups such as Women Under Forty, Running Start, iASK, Women Impacting Public Policy, The LouisianaNetwork, and American Board of Quality Assurance & Utilization Review Physicians, Inc.

Tanya Anne Callaway Crews PROFESSIONAL BIOGRAPHY

Ms. Tanya Callaway Crews has been at the forefront of Business Operations, Marketing Operations, Contact Center Operations, Information Technology products, services, architectures, and solutions for a number of years. Not one to shy away from complex problems and monumental undertakings, Tanya‘s career has spanned a variety of multi-organizational projects and achievements that have led to innovative solutions for highly notable clients and employers. Recognized as an industry leader in the areas of Telecommunications, Multi-Media and Multi-Modal Marketing, Self Service, Contact Center Optimization, Customer Experience, Customer Relationship Management (CRM), Computer Telephony Integration (CTI), and Automated Speech Recognition (ASR), Ms. Crews has played an integral role in international contact center strategy and operations, enterprise-wide system design and implementation, and progressive business and government operations strategies.
As AIG looks to reduce costs within customer contact center operations while continuing on its quest to "deliver the firm" a focus on developing robust customer self service strategies and improvement initiatives that align with business objectives is necessary. This journey began with the 2008 second quarter appointment of Ms. Crews, as Director of Operations - Self Service, Global Operations and Systems. In Q1 2009, she was named Director of Technology, Global Operations and Systems.

Prior to joining AIG, Ms. Crews championed new technologies planning, analysis, and integration initiatives in her position as Director of Solutions (Application Development & Technical Operations) at broadcast media leader, XM Satellite Radio Holdings. Ms. Crews’ knowledge of and experience with CRM, CTI, and ASR systems, along with a broad base of expertise with software applications and platforms has enabled her to introduce and/or enhance end-to-end solutions for increased customer satisfaction and loyalty. Within one year of implementing new CRM automation tools, there was an increase of 20% with customers utilizing the new and efficient tools. In addition to improved support experiences for customers, this automation resulted in a $400,000 savings per month for the company.

As CEO of First Touch Communications, Inc., one of Tanya’s biggest career challenges involved spearheading the District of Columbia’s Office of Chief Technology Officer’s $3 million call center infrastructure and integration project. This project required exceptional leadership, consulting, and project management skills to liaise with expansive departments internal to 83 agencies of this governmental office.

Prior to Ms. Crews’ work with the Office of Chief Technology Officer for the D.C. government, she oversaw technical evaluations of telecommunications technology for use within the U.S. Environmental Protection Agency and National Enforcement Training Institute. She served as an advisor to call centers and in the role of systems engineer in planning, installing, testing, and monitoring of ACD systems and other related system components.

Tanya’s depth of experience encompasses senior level positions and/or as a provider of consulting services for private, public, non-profit, and government organizations in the areas of IT, business operations management, and professional services. Her entrepreneurial approach to identifying problems and addressing inefficiencies infuses stagnant environments with renewed creativity and builds a collaborative pathway for owning the problem and finding effective resolutions.

Ms. Crews is passionate about lifelong learning and continuous professional development to maintain her “edge” in the telecommunications and business consulting industries. She sets high standards of performance for herself and challenges her colleagues and clients to do the same. Her commitment to seeking innovative solutions and utilizing non-traditional strategies to create unique, profitable outcomes is best summarized by a former client of hers….. “When someone tells you to "think outside the box," it’s often just a catchy phrase for them; Tanya verbalizes that phrase, but lives by the mantra, "Why is there a box to begin with?" This ingenuity, along with her industry knowledge, keeps Tanya busy as a highly-respected speaker at national conferences and other industry-related events.

Tanya received her Bachelor of Science degree in Electrical Engineering from Tuskegee University in Alabama. Additionally, she has pursued post-graduate studies in the areas of Law (Intellectual Property – IT), Communications (Electrical Engineering), Computer Architecture, and Vocal Performance & Audio Recording. She is a certified ISO 9000 Quality Auditor and has also received board certification in Health Care Quality Management (HCQM).

Actively involved in community organizations, advocacy committees, and non-profit leadership, Ms. Crews currently sits on several boards (both corporate and non-profit) and participates in professional groups such as Women Under Forty, Running Start, iASK, Women Impacting Public Policy, The LouisianaNetwork, and American Board of Quality Assurance & Utilization Review Physicians, Inc.
Ms. Callaway Crews serves as President of the Coalition for a Conservative Majority, Northeastern Pennsylvania and the Recording Secretary of the Pennsylvania Federation of Republican Women. She is also co-owner and Chief Marketing Officer of NeoSoul Trading Company.

TANYA CALLAWAY CREWS PROFESSIONAL BIOGRAPHY

Ms. Tanya Callaway Crews has been at the forefront of Information Technology products, services, architectures, and solutions for a number of years. Not one to shy away from complex problems and monumental undertakings, Tanya‘s career has spanned a variety of multi-organizational projects and achievements that have led to innovative solutions for highly notable clients and employers. Recognized as an IT leader in the areas of Customer Relationship Management (CRM), Computer Telephony Integration (CTI), and Automated Speech Recognition (ASR), Ms. Crews has played an integral role in international call center operations, enterprise-wide system design and implementation, and progressive business and government operations strategies.

During the past three years, Ms. Crews has championed new technologies planning, analysis, and integration initiatives in her position as Director of Solutions (Application Development & Technical Operations) at broadcast media leader, XM Satellite Radio Holdings. Ms. Crews’ knowledge of and experience with CRM, CTI, and ASR systems, along with a broad base of expertise with software applications and platforms has enabled her to introduce and/or enhance end-to-end solutions for increased customer satisfaction and loyalty. Within one year of implementing new CRM automation tools, there was an increase of 20% with customers utilizing the new and efficient tools. In addition to improved support experiences for customers, this automation resulted in a $400,000 savings per month for the company.

One of Tanya’s biggest career challenges involved spearheading the District of Columbia’s Office of Chief Technology Officer’s $3 million call center infrastructure and integration project. This project required exceptional leadership, consulting, and project management skills to liaise with expansive departments internal to 83 agencies of this governmental office.

Prior to Ms. Crews’ work with the Office of Chief Technology Officer for the D.C. government, she oversaw technical evaluations of telecommunications technology for use within the U.S. Environmental Protection Agency and National Enforcement Training Institute. She served as an advisor to call centers (Teloquent and AT&T) and in the role of systems engineer in planning, installing, testing, and monitoring of ACD systems and other related system components.

Tanya’s depth of experience encompasses senior level positions and/or as a provider of consulting services for private, public, non-profit, and government organizations in the areas of IT, business operations management, and professional services. Her entrepreneurial approach to identifying problems and addressing inefficiencies infuses stagnant environments with renewed creativity and builds a collaborative pathway for owning the problem and finding effective resolutions.

Ms. Crews is passionate about lifelong learning and continuous professional development to maintain her “edge” in the telecommunications and business consulting industries. She sets high standards of performance for herself and challenges her colleagues and clients to do the same. Her commitment to seeking innovative solutions and utilizing non-traditional strategies to create unique, profitable outcomes is best summarized by a former client of hers….. “When someone tells you to "think outside the box," it’s often just a catchy phrase for them; Tanya verbalizes that phrase, but lives by the mantra, "Why is there a box to begin with?"

Tanya received her Bachelor of Science degree in Electrical Engineering from Tuskegee University in Alabama. Additionally, she has pursued post-graduate studies in the areas of Law (Intellectual Property – IT), Communications (Electrical Engineering), Computer Architecture, and Vocal Performance & Audio Recording. She is a certified ISO 9000 Quality Auditor and has also received board certification in Health Care Quality Management (HCQM).

Actively involved in community organizations, advocacy committees, and non-profit leadership, Ms. Crews currently sits on several boards (both corporate and non-profit) and participates in professional groups such as Women Impacting Public Policy, Telecommunications & HealthCare, and American Board of Quality Assurance & Utilization Review Physicians, Inc.