Donnovan Young

Donnovan Young currently serves as the Treasurer at Richfield Living. Prior to this, they were the Director of Contact Centers at Crawford & Company from November 2018 to March 2020. In this role, they were responsible for accountability for Multi-Channel Centers including BPO resources with integrated tools to improvement processing efficiencies for multiple locations including developers. Donnovan also introduced various new technologies including Artificial Intelligence (AI), Robotic Process Automation (RPA), Voice of the Customer (VoC), Work Engagement Management (WEM) technologies to enhance agent effectiveness & improve quality.

Under their leadership, the workforce management team and a work force management platform were established to enable accurate forecasting, planning, and predictive scheduling for numerous resources. Donnovan also developed best practices with an annual contact volume of 1.5 million interactions for multiple sites which decreased Average Handle Time (AHT) by 10%. In addition, they improved employee engagement by 150% by stressing team work and establishing various task forces to enhance the customer & employee experiences. Donnovan is skilled in developing customer client centric strategies to improve service quality and customer satisfaction for customer facing resources.

Donnovan Young received a Bachelor of Science from the University of Tennessee-Knoxville in Public Health, Business Administration, and Computer Science.