Client Experience & Operations Specialist

NEKITA

KELLEY

************@*****.***

PROFESSIONAL SUMMARY

Detail-oriented and empathetic Client Experience and Operations Support professional with 10+ years of experience in high-volume, fast-paced environments. Proven ability to coordinate schedules, manage sensitive data, communicate across stakeholders, and maintain data integrity across CRM and ATS platforms. Experienced in workflow coordination, candidate stage updates, interview rescheduling (“SWAP” activities), and documentation accuracy. Strong communicator with a service-driven mindset and excellent organizational skills.

SKILLS

Applicant Tracking Systems (ATS)

Greenhouse Workflow Support

Interview Coordination & Scheduling

Stakeholder Communication

Data Integrity & Record Maintenance

High-Volume Phone, Email & Chat Communication

CRM Platforms

Process Improvement

Cross-Functional Collaboration

Time Management

Multitasking

HIPAA

Confidential Data Handling

Microsoft Office

Google Workspace

EXPERIENCE

Financial Counselor

LeBonheur Children's Hospital Memphis, TN

November 2020 - Current

Conduct high-volume inbound and outbound phone interactions supporting patients and families in complex, sensitive situations.

Coordinate communication between patients, clinical teams, social workers, and administrative staff to ensure timely resolution of cases.

Maintain accurate documentation and data integrity within EMR and internal systems.

Manage workflow updates, task prioritization, and case follow-ups to meet productivity and quality benchmarks.

Adapt quickly to policy updates, system changes, and shifting priorities in a fast-paced healthcare environment.

Customer Service Associate

Target Southaven, MS

November 2023 - July 2025

Delivered consistent, professional customer service in a high-traffic retail environment.

Managed issue resolution, escalations, and service recovery while maintaining accuracy and efficiency.

Balanced multiple tasks simultaneously while meeting performance expectations.

Customer Account Manager (Remote)

Embraer Southaven, MS

March 2015 - October 2020

Managed high-volume customer interactions via phone and email in a fully remote environment.

Scheduled, updated, and tracked customer cases and workflow stages within CRM systems.

Coordinated account ownership changes, follow-ups, and reassignment of tasks to ensure continuity of service (parallel to ATS “SWAP” functions).

Exceeded productivity, accuracy, and quality metrics consistently.

Office Billing Manager (Remote)

Smith & Nephew Memphis, TN

July 2012 - February 2015

Coordinated billing workflows, tracked documentation, and ensured accuracy across financial records.

Generated reports, updated records, and supported audits using Excel and internal systems.

Customer Service Representative

Sitel Memphis, TN

August 2008 - June 2012

Handled high-volume inbound calls in a metrics-driven environment.

Documented interactions accurately and escalated issues as needed.

Maintained professionalism and empathy while managing diverse customer needs.

EDUCATION

Bachelor of Science - Healthcare Administration

University of Phoenix

TECHNOLOGY AND SYSTEMS

ATS concepts, candidate stage updates, scheduling changes, reassignment (“SWAP” activities), Salesforce, Zendesk, SAP, Microsoft Dynamics 365, Microsoft Word, Excel, Outlook, Teams, Google Workspace

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