Kellisue

DuVall

Manager - Client

Services

Kellisue DuVall

**** ****** **.

Wheat Ridge, CO 80212

adwgds@r.postjobfree.com

720-***-****

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Skills Extensive Customer Service

Human and Interpersonal Skills

Communication and Motivation

Organization and Delegation

Forward Planning and Strategic Thinking

Problem Solving and Decision Making

Conceptual

Commercial Awareness

Technical and e-Commerce

Multi Task Oriented

Administration

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Experience Anthem Blue Cross and Blueshield/Member Service Manager October 2012 - PRESENT, Denver, CO

Responsible for hiring, training, leading and coaching a team of associates chartered to provide concierge type service by resolving member inquiries via incoming call, chat, email and other correspondence, related to medical, dental and vision benefits and claims. Ensure timeliness and accuracy within set guidelines outlined by the member's specific employer group. Monitored, evaluated and tracked associate performance, Worked with internal and external managers and trainers to identify customer requirements and to ensure customer satisfaction. Developed and generated various internal and external reports. Participated in Annual and Quarterly Audits set by both the Employer Group, Broker and/or the State or Federal government agency. Traveled to other office locations to train and assist with opening new locations.

Anthem Blue Cross and Blueshield/Health Guide Supervisor January 2005 - October 2012 - Denver, CO

Provided associates with daily support by answering technical, process related questions. Monitored associate performance (i.e. call quality, accuracy, professionalism, call volume, abandonment rate, hold time, etc.). Generate various reports based on contractual agreements, performance metrics and statistical data used to manage the workforce effectively. Tracked and resolved all escalations from internal and external customers. Identified process improvements, coaching opportunities, implemented new policies and procedures assisted with associate training and performance evaluations. Provided feedback and made recommendations to the training department as well as management using facts and data related to to ensure ongoing process improvements overall customer satisfaction .

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Education

References available upon request

Product Development Corp. - Qwest Dex Distributor/ Logistics Manager

September 1998 - November 2005- Denver, CO

Responsible for hiring, training, leading Warehouse production, Delivery Drivers and Administrative associates with daily logistics processes and procedures within a 14 state region. Our overall objective was to accurately deliver phone books to each residence address within our region who elected to receive one, to ensure overall quality, timeliness and accuracy within set guidelines outlined by our client, Qwest Dex. Monitored, evaluated and tracked associate performance, Worked closely with internal and external customers to ensure all requirements were identified, including related metrics, reporting frequency, etc.. SNHU - Southern New Hampshire University / working towards my Bachelor's in Business Operations and Project Management August 2022 - CURRENT, REMOTELY

RRCC - Red Rocks Community College / Associates in Business Management

September 2011 - May 2013, Lakewood, CO