At Gainwell, Colleen leads a team of frontline employees responsible for providing our clients, their providers and members with frictionless experiences. She provides direction for operational activities, optimizes processes and ensures the organization runs efficiently. Colleen works feverishly with her teams to encourage innovation and out-of-the-box thinking and to leverage industry leading technology. Her approach lies in her passion for effective communication and collaboration across the various departments and teams within and surrounding the Customer Experience organization.
Known for her exceptional problem-solving abilities, Colleen leverages Six Sigma principles and the latest technologies to develop solutions and overcome challenges of all complexities. She is skilled at building, training and driving top performance of talented teams that consistently exceed organizational and client expectations.
Colleen is also deeply committed to promoting diversity and inclusion within the workplace. During her tenure at TTEC, she founded and chaired the Diversity Council, executing a three-prong strategy to foster diversity and inclusion and established their first Employee Resource Group (ERG) for women in leadership, mentoring and promoting women within the organization. She continues that commitment at Gainwell, as a member of the Women’s Opportunity Network (WON), which exists to ensure every woman at Gainwell feels valued, connected and appreciated.
Colleen holds a Bachelor of Science in Human Communication from the State University of New York at Fredonia. She is a certified Six Sigma Green Belt and is Scrum Master certified by the Scrum Alliance.