Janet Kennedy

Email: abqp0t@r.postjobfree.com

Address: ** ***** *****

City: Mechanicsburg

State: PA

Zip: 17050

Country: USA

Phone: 717-***-****

Skill Level: Director

Salary Range: $80,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

JANET KENNEDY

C: 717-***-**** * abqp0t@r.postjobfree.com

CUSTOMER RELATIONS MANAGEMENT

Strategic Planning / Operations Improvement / Analysis & Reporting

Seasoned and results-oriented professional with solid history driving performance and quality improvements for operations focused on personalized customer service through a variety of media. Demonstrated passion for providing top-notch customer service to create loyalty and high satisfaction. Lead process reengineering and department reorganizations to optimize efficiency and maximize team productivity. Exceptional talent for recruiting and mentoring top-performing teams able to consistently achieve ambitious goals and performance metrics. Superior communication skills, able to interface with executives, sales teams, clients, and external partners with ease.

Core competencies include:

Process / Work Flow Optimization

Coaching & Performance Evaluation

Budget / Resource Allocation

Conflict / Problem Resolution

Regulatory / HIPAA Compliance

System Implementation / Testing

Comprehensive Training Programs

Client Relationship Management

Key Metrics / Benchmarking

Quality Assurance Monitoring

PLAN SERVICES, DIRECTOR, 2011-PRESENT

PLAN SERVICES, MANAGER, 2010-2011

Board of Pensions of the Presbyterian Church (U.S.A)., Philadelphia, PA

Provide oversight in all business activities of the Plan Services Department.;

Call Center, Training, and Quality Assurance teams.

Overseeing of the business process and working closely with interdepartmental and

intradepartmental teams to apply the most efficient and cost effective processes. Development of high performing teams by monitoring the direct reports and indirect reports performances to meet the goals and vision of the Member Services department and the organization. Management and analyzing of the operational performance

metrics. Assessing the departmental structure and development of staff competencies that will ensure high-quality service delivery. Ensuring department staff and processes are abiding by all compliance laws and regulations.

Selected accomplishments

* Contributed to the development, enhancement, monitoring and reporting of the call center CISCO phone system to provide better skill based routing to members and ensure service excellence.

* Contributed to the development and enhancement of a new CRM system to provide accurate analysis and trend reporting. Provide a more efficient and accurate system in documenting member inquiries and viewing member benefits and demographics.

* Enhanced phone and quality assurance evaluations and reports to identify all key performance metrics * Established Processes and Protocols

* Enhanced and developed the Quality Assurance Monitoring & Training Department

* Active role on multiple Core Teams to enhance the department and organizational service delivery, which included development of a consultative service delivery model and enhancing the CRM system with functionality of structured Outbound Call Campaign system and integration a Disability Case Management system.

PROFESSIONAL EXPERIENCE

continued

JANET KENNEDY

Professional Experience Continued

SERVICE & SUPPORT MANAGER, 2008 - 2009

MARKETING SUPPORT MANAGER, 2005 - 2008

CUSTOMER RELATIONS MANAGER, 2002 - 2005

PCI INSURANCE, INC. / INSURANCE COALITION, INC., Harrisburg, PA

A Subsidiary of Pennsylvania Chamber of Business and Industry

Advanced through roles of increased responsibility to lead consolidated Service and Support department encompassing all marketing support and customer relations operations. Recruited and managed team members with focus on continually improving skills and service delivery through regular evaluations and feedback. Managed

operations and tracking for call center handling all incoming emails, correspondence, and inbound / outbound telephone calls. Reviewed and analyzed client phone and department inquiries. Identified performance issues and implemented corrective actions; created quality control monitoring and reporting process. Managed inventory /

procurement. Responded to and resolved all escalated client issues in a timely and effective manner. Direct Liaison with Insurance carriers, third party admin carriers, group decision makers, brokers, members.

Selected accomplishments:

* Defined department structure, including reporting practices, job descriptions, process / workflows, procedures, standards / guidelines, and client presentation process.

* Ensured call center consistently met or exceeded industry standards for call handling time, call response time, and other key performance indicators; Daily Stat's: Average 3% or less Abandoned Rate, 10 sec Average Speed to Answer, 96 % Service Level.

* Led marketing support team to achieve 24-hour turnaround in fulfilling all requests for information from sales team, brokers, and clients.

* Improved sales team efficiency and success with development, implementation, and testing of new quoting module, benefit spreadsheet system, and proposals.

* Successfully led the customer service team in prospecting for new clients. Within 3 months the Sales Team received over 100 + leads.

* Instrumental in testing and implementation of AVAYA ACD phone system; defined reporting requirements and metrics.

CUSTOMER SERVICE SUPERVISOR, 1999 - 2002

CUSTOMER SERVICE REPRESENTATIVE, 1994 - 1999

NCAS OF PENNSYLVANIA, Lemoyne, PA

A Subsidiary of Capital Blue Cross

Promoted to spearhead customer service operations for Health / Vision, Dental, and Correspondence Units. Supervised call center with 4 incoming lines, each requiring different performance standards, monitoring, and reporting. Recruited and managed up to 22 team members. Handled staff recruitment, supervision, and performance

monitoring. Provided regular training on customer service standards, as well as HIPAA compliance. Resolved escalated issues to maintain high satisfaction. Collaborated with management to develop staffing targets and department budget. In earlier role, responded to written and telephone inquiries from group administrators, providers, and beneficiaries. Direct Liaison with Insurance carriers, third party admin carriers, group decision makers, brokers, members.

Selected accomplishments:

* Established new Correspondence Unit to process and respond to all incoming / outgoing client inquiries, including developing job descriptions, process flows, and reporting metrics.

* Contributed to development of efficient department structure, as well as policies, procedures, and training manual; developed AVAYA ACD reporting and quality control monitoring reporting systems.

* Monitored call center operations to meet or exceed industry standards regarding call handling time, call response time, and other key metrics.

* Produced regular reports to analyze daily / monthly / quarterly / annual results and implement improvements to tracking and overall performance.

* Demonstrated expertise in enrollment, medical / vision / dental benefits, and claims processing for selfinsured companies with Capital Blue Cross and Highmark Blue Shield programs.

Prior experience as Office Manager with private-practice physicians.

EDUCATION & CREDENTIALS

UTAH VALLEY UNIVERSITY, Orem, UT

Early Childhood Education Coursework

PA Licensed Producer: Accident and Health, Life and Fixed Annuities

Professional Development:

Leadership Development and Team Building * How to Supervise People * Coaching for Improved Work Performance * Essential Skills & Knowledge for Effective Incoming Call Center Management * Business Communication, Grammar, Writing, and Usage * Training the Trainer * Coaching for Improved Work Performance * Performance Management * Time Management * Negotiations Skills * Core Development Program; identifying core competencies

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