Shelley Madsen Email & Phone Number | Specialties: All aspects of customer experience management working with and managing multiple vendor accounts, utilizing a variety of quality models and sampling methodologies as well as multiple automated quality systems and technologies. Experienced in designing/implementing telephone and web voice of the customer quality programs across multiple industries and successfully leading best practice Customer Experience/Quality Management programs. Significant experience in staff management, call center recording/customer experience technology, coaching, quality management, customer feedback, customer satisfaction, customer service, speech analytics, performance management, training, presentation skills. Experience in healthcare, telecommunications, banking and other service industries.

Shelley Madsen

Specialties: All aspects of customer experience management working with and managing multiple vendor...
West Jordan, Utah, United States

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Shelley Madsen’s Email smadsen@aetna.com

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Shelley Madsen’s Location West Jordan, Utah, United States

Shelley Madsen’s Current Industry Aetna

Shelley Madsen’s Prior Industry Coventry Health Care An Aetna | Convergys

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Director, Quality Improvement

2018-09-01 00:00:00 - Present

Director, Quality Improvement

2012-08-01 00:00:00 - 2013-12-01 00:00:00

Support Development Manager (Training and Quality)

2000-01-01 00:00:00 - 2001-12-01 00:00:00

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Shelley Madsen is a Specialties: All aspects of customer experience management working with and managing multiple vendor accounts, utilizing a variety of quality models and sampling methodologies as well as multiple automated quality systems and technologies. Experienced in designing/implementing telephone and web voice of the customer quality programs across multiple industries and successfully leading best practice Customer Experience/Quality Management programs. Significant experience in staff management, call center recording/customer experience technology, coaching, quality management, customer feedback, customer satisfaction, customer service, speech analytics, performance management, training, presentation skills. Experience in healthcare, telecommunications, banking and other service industries.