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Craig Crandall has extensive experience in workforce management and call center operations, currently serving as Manager of Workforce Management at AAA Northeast since November 2015. In this role, Craig has successfully led projects to virtualize contact centers, developed staffing models, and achieved forecast accuracy within 5%. Prior positions include Senior Forecast Analyst and Workforce Management Analyst, where Craig implemented Workforce Management solutions and improved schedule adherence significantly. Previous roles at Full Channel, Cox Communications, and Webcenter Technologies involved IT administration, workforce analysis, and tiered technical support, allowing Craig to build a strong foundation in operations and team collaboration. Craig holds a diploma from North Kingstown Sr. High School, graduating in 2003.