Customer Service Manager

KELLY KRAMER

**** ***** ****** ~ Grosse Pointe, Michigan 48236

313-***-**** (C) ~ **********@*******.***

OPERATIONS MANAGEMENT PROFESSIONAL

Call Center ~ Customer Service / Customer Management ~ Marketing Support

Dynamic and tenacious operations management professional with a progressive

record of achievement in the design and execution of customer and employee

service/satisfaction programs in a customer-driven industry. Consistently

called on as a catalyst for change in start-up and turn-around situations,

with success in the development and leadership of performance-based

cultures that exceed expectations. Comprehensive business vision, with a

Master of Business Administration, and practical management expertise with

the ability to design, communicate, and execute business/operations

strategies aligned with corporate objectives. Persistent success in

continuous improvement, operations structuring, and team building-

motivating team members/partners while positively influencing executive

leadership. Additional capabilities include:

( Customer Relationship Management ( Staff Coaching / Motivation (

Team Building / Leadership

( Business / Community Development ( Performance Monitoring (

Internal / External Communications

( Online Customer Service/Banking ( Staffing / Development (

Promotion / Revenue Generation

CAREER ACCOMPLISHMENTS

. Multi-State responsibility for combined membership of 290,000 Medicaid

members

. Tapped to lead a focused employee satisfaction/recognition and community

development program as People Satisfaction Manager. Planned, lead, and

executed divisional meetings and people satisfaction initiatives across

the U.S. Credit Card Business.

. Selected to lead new Atlanta Regional customer service operation

expansion, in 2003, following the closing of Florida customer service

location. Assumed coordination of five direct reports in the management

of 100 customer service representatives, reporting to Executive Vice

President/Site Director.

. Chosen to lead corporate transition to industry-standard Spanish customer-

service initiative in the start-up of bilingual call center customer

service unit. Recruited, hired, trained, developed 40 representatives

targeting expansion of Spanish-speaking customer base.

. Consistently selected by senior executives to manage start-up programs

and operations including implementation of MBNA billing dispute

operations within credit card operations of newly acquired PNC Bank.

Steered the institution of MBNA systems and corporate culture, and

coordinated staff training.

KELLY KRAMER Page Two

Health Plan of Michigan, Detroit, Michigan

March 2010 - June 2011

Director of Member Services

Reported directly to the Chief Operating Officer, responsible for

enrollment, retention, new member orientation, communications, verification

of eligibility, benefits, procedures relating to the enrollment process,

resolution of member grievance, appeals and Administrative hearings for the

State of Michigan.

. Oversaw Medicaid membership base of 290,000 members

. Responsible for Michigan and Illinois Member Services Department

. Facilitated the first Medicare Dual Eligible Special Needs Plan

. Prepared Member Service related RFP documents for multi-state

expansions

. Hired, trained and supervised Member Services staff, including

development of appropriate training materials and tools to ensure the

department met telephone service standards

. Call statistics: Average monthly inbound call statistics 40,000,

average speed of answer 3seconds, talk time 3 minutes and 99% of

calls answered within 30 seconds or less

. Assumed primary responsibility for the resolution of member inquiries

related to formal grievances

. Aggressively identify member educational needs and provide timely and

accurate information to members on benefits, provider network, managed

care processes and appropriate utilization of services

. Maintained and documented compliance with National Committee for

Quality Assurance (NCQA), Utilization Review Accreditation Committee

(URAC) or general accreditation standards, as they related to the

Member Services department

. Developed and/or coordinated the new member Welcome Packet and other

member education and information mailings, such as member newsletters

. Supported other HPM departments in identifying and resolving issues

relating to enrollment, eligibility, care, and service delivery and

customer satisfaction

. Responsible for maintaining, evaluating, monitoring, and enforcing

HPM's Fraud and Abuse program as it pertained to members and the

Member Services department

. Responsible for The Member Handbook and Certificate of coverage

annually or as necessary

. Worked with the QI Director in developing departmental policies and

procedures

. Served as HPM's liaison with the State for Administrative Hearings.

Worked with the QI Director in resolving complaints brought up by the

hearings.

HMC/WellPoint, Richmond, Virginia and Denver, Colorado

September 2009 - January 2010

Consultant - Operations Director

Direct report to the Vice President of Clinical and Enrollment Operations.

. Multi-Site responsibility between operations in Richmond, Virginia and

Denver, Colorado.

. Managed "Work at home" specialists.

. Identified deficiencies to formulate strategic solutions while working

with leaders from senior management to meet the objectives.

. Managed overall Enrollment operations to ensure compliance with

standards and policies.

. Directed all facets of operations in the Regional Operations Center

from processes and procedures to customer service and communication to

all stakeholders.

KELLY KRAMER Page Three

MATRIA HEALTHCARE, Marietta, Georgia

December 2006 - January 2009 Director of Enrollment

Services - Health and Wellness Programs

Led the efforts of The Health and Wellness Enrollment Team. Direct

customer service, enhanced quality and efficiencies for the current staff.

Responsible for managing the relationships for 76 Employer Groups and

Health Plans. Client management relationships developed and built for

prospective wellness clients for the organization. Direct report to the

Vice President of Enrollment Services.

. Responsible for recruitment and hiring within the Enrollment Services

organization.

. Developed a Health and Wellness rotation program with clinical and non-

clinical staff to bridge the relationships and assist with education

and training.

. Partnered with education and development on quality improvements as

well as enhanced training for the team and division.

. Created recognition programs to increase overall morale of the

department and division.

. Developed a division wide manager exchange program to increase overall

knowledge of the Health and Wellness business.

. Identified trends through listening program and implemented group

listening with all levels of management.

. Increased Wellness program participation to 81% by coaching,

motivating and educating the specialists.

. Increased enrollment rate from 52% to 93% for the Chronic Conditions.

. Focused on quality listening and coaching to improve the overall

Customer Experience.

. Decreased work wrap time from 17% to 6%.

. Developed weekly, monthly and quarterly education for a staff of 55

Enrollment Specialists.

. Participated in Sales meetings, program roll-outs and client

implementations for Health and Wellness Programs.

. Partnered with staff and other leaders within and across regional

sites to develop process and quality improvements for the telephonic

wellness programs.

. Partnered and participated with Product development on an On-Line

Health Risk Assessment tool to enhance service for the Client and

improved overall quality for the Enrollment team.

MBNA AMERICA / BANK OF AMERICA, Wilmington, Delaware January 1993 -

June 2006

Joined firm in 1993 and advanced within MBNA divisional and corporate

operations, from initial Collections Representative position at corporate

headquarters to Credit Division Assistant Manager promotion within two

years. Continued fast-track management progression with Senior Personal

Banking Officer and Customer Service Manager assignment in 1997, then

Assistant Vice President promotion in 1999.

Call Center Department Manager / Vice President

Customer Marketing Operations (2004-June 2006 / Customer Satisfaction (2003-

2004)

. Transitioned from call center management within customer satisfaction to

call center marketing operations management, supporting U.S. Credit Card

Business Unit.

. Direct customer service, operations, compliance, and cost control

functions for the maintenance and enhancement of call center quality,

profitability, on-line banking and efficiency, reporting to the Senior

Executive Vice President/Regional Director.

. Coached and motivated five direct reports in the management of 100

inbound call center representatives. Managed career development,

performance, employee training, and staffing programs to drive customer

service results.

KELLY KRAMER Page Four

. Directed staffing and training to enable productive and sustainable

location growth of Atlanta customer service operation. Strategically

steered staff expansion, from 125 to 300 in seven months, as the second

largest customer service site in six regions.

. Drove a high level of service quality that consistently exceeded

performance expectations to result in top divisional ranking, as third of

17 managers. Developed and implemented product education initiatives and

service performance methodology, providing fact-based performance

feedback, resulting in revenue-generating cross sell results.

. Energized divisional employee motivation and incentive activities through

establishment of pervasive employee satisfaction awareness at the

management level. Generated a division-wide increase in employee

satisfaction and performance results while reducing turnover.

. Supported a fluctuating staff challenged by a high attrition rate

inherent within the call center industry with proactive training and

transition programs. Monitored staffing levels to guarantee adequate

call coverage.

. Implemented surveys, audits, and focus groups to ensure compliance with

service level objectives, performance/quality goals, and

corporate/government regulations.

. Networked with community groups, as site and department community service

liaison, and internal/external customers, to ensure ongoing productive

relationships. Expanded corporate visibility and positive perception

through active community service participation, including community food

banks, March of Dimes, and Locks of Love programs.

Project Manager - Administration / Vice President Customer Satisfaction

Division (2003)

. Positioned to support Senior Executive Vice President/Regional Director

in the management of seven locations.

. Planned and coordinated regional promotions and programs including on-

line banking capability.

. Wrote and produced written and oral presentations.

Customer Service Department Manager / Vice President Customer Satisfaction

Division (1999-2003)

. Managed operations and staff of 120 in the direction of billing dispute

department with accountability for the resolution of disputes while

minimizing risk.

. Planned and directed business and operations functions, including

resource allocation, revenue, and performance programs and measures.

EDUCATION

WILMINGTON COLLEGE, Wilmington, Delaware

Master of Business Administration.

UNIVERSITY OF WISCONSIN, Menomonie, Wisconsin

Bachelor of Science in Hotel/Restaurant Management.

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