Quality Assurance Data Entry
Resume:
Resume for Kim McKenzie
SUMMARY
Seasoned Director of Operations-with over 20 years of experience in operational leadership, process improvement, and quality assurance. Proven track record of building and scaling high-performing teams, leading cross-functional initiatives, and developing innovative service strategies that enhance customer satisfaction and operational efficiency. Adept at using data-driven insights to improve service delivery, ensure compliance, and foster a culture of continuous improvement. Skilled in workforce management (WFM), KPI tracking, and customer success strategies. Ready to bring strategic thinking, performance coaching, and operational excellence to drive measurable outcomes and support organizational growth.
KEY ACHIEVEMENTS
• Spearheaded the design and implementation of performance improvement initiatives across multiple state-level programs, reducing error rates by over 25% while increasing audit readiness and compliance scores.
• Directed the rapid stand-up of a 500+ agent contact center operation across multiple states during the COVID-19 pandemic, achieving service delivery within 30 days under tight deadlines.
• Improved customer satisfaction ratings by 20% through process optimization, real-time coaching, and the development of robust quality assurance standards.
• Reduced operational escalations by 35% by implementing root cause analysis, escalation management protocols, staff retraining, and continuous monitoring.
• Led a cross-functional team that consolidated and standardized reporting processes, cutting reporting cycle time in half and increasing data accuracy.
• Mentored and developed over 50 supervisors and managers, building strong team management practices and leadership pipelines.
• Instituted workforce performance dashboards and benchmarking tools that improved KPI tracking, team accountability, and transparency across departments.
EXPERIENCE
Fortuna BMC, Director of Call Center Operations
Jun 2020 – May 2025
•Established and implemented the Fortuna BMC Contact Center Operations department from the ground up, managing all aspects of business.
•Recruited, onboarded, and managed a team of 500+ customer service representatives supporting state and federal programs, including Unemployment Claims (CA EDD), Medicaid, Medi-Cal, and Denti-Cal across multiple states.
•Led the design and execution of performance improvement and customer success strategies across diverse programs, driving service excellence, compliance, and client satisfaction.
•Monitored quality trends and leveraged data analysis to identify performance gaps, implement solutions, and enhance audit readiness and regulatory compliance.
•Fostered a culture of continuous improvement through coaching, performance transparency, and cross-functional collaboration.
•Evaluated compliance with contract requirements and engaged with stakeholders to align goals and performance expectations.
•Enhanced customer satisfaction scores through process optimization, superior conflict resolution, and proactive issue management.
•Used data-driven insights to influence operational decisions, align processes across functions, and reduce escalations and service errors.
•Engineered new tracking methods for KPIs, enabling real-time performance assessment and continuous quality improvement.
•Hired, developed, and reviewed staff performance, reinforcing accountability, effective team management, and strategic alignment with organizational objectives.
•Cultivated a high-performance team culture by mentoring leaders and recognizing individual strengths through targeted development programs.
•Built strong vendor and partner relationships to support evolving business needs and operational efficiency
HealthNet/Centene
8/2016-2/2018
•Analyze trends in denied claims, error rates, turnaround times, etc.
•Examine submitted medical claims to ensure they meet policy guidelines (correct coding, eligibility, documentation).
•Approve or deny claims based on plan contracts, medical necessity, benefit coverage.
•Audit previously processed claims to catch errors (e.g. overpayments, underpayments)
AT&T Field Operations
Sep 2009-Sep 2012
Supervise daily activities of technicians (installation & repair/cable mtce)
Ensure field teams meet KPIs (Arrival times, repeat dispatches, customer satisfaction)
Handle escalations (field/phone) and customer complaints
Conduct field visits/ride alongs to ensure quality work
Enforce safety procedures and compliance (OSHA, Company policies)
Data Analysis and reporting
Weekly truck inspections to ensure a clean & safe environment
Served on Six Sigma team to decrease number of repeat dispatches
AT&T, Contact Center Operations Manager
Mar 1991 – Sep 2009
•Directed strategic planning and deployment of nationwide switching and call center systems, managing traffic for 60 agents across two call center locations in Northern and Southern California.
•Delivered real-time coaching, guidance, and constructive feedback to customer service agents to meet developmental objectives.
•Facilitated daily team meetings to review performance metrics, establish targets, and motivate personnel.
•Recruited, trained, and onboarded new agents while upholding exemplary service standards.
•Implemented creative service strategies to enhance customer experience and engagement metrics.
•Assessed data to identify emerging trends and address customer service needs effectively.
•Set and supervised performance goals for call center associates, ensuring high standards of service delivery.
•Cultivated leadership potential within call center staff, preparing employees for advancement opportunities.
•Determined quality assurance benchmarks, instituting standards for continuous improvement.
•Developed and enforced policies governing employee conduct and customer interactions to ensure consistency.
•Collected and analyzed call center metrics, sales rates, operational costs, and customer satisfaction indicators.
•Improved average hold times and resolution rates while elevating satisfaction scores through targeted staff development.
•Strengthened client relationships through effective issue resolution and dynamic communication approaches.
•Mitigated operational risks by organizing data for accurate forecasting of performance trends.
Certifications:
Six Sigma Green Belt Certification
References:
Terrell Anders 619-***-****
Brandon Ragan 505-***-****
Amanda Giliberti 352-***-****
Alice Huerta 916-***-****
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