Chapelle Henry
Minneapolis,MN
Summary
Dedicated and detail-oriented Team Lead and Operations Specialist with a proven track record in performance tracking, quality assurance, and system workflow management. Skilled at analyzing team metrics, identifying operational bottlenecks, and collaborating across departments to resolve complex problems. A natural investigator and empathetic communicator who excels at translating technical procedures into clear training, reducing system errors, and improving overall team efficiency. Seeking to leverage deep expertise in customer engagement systems and root-cause analysis to transition into a Business Systems Analyst or Process Specialist role.
Overview
9
9
years of professional experience
Work History
Customer Engagement Specialist & Team Lead
State of Minnesota
St. Paul, MN
06.2025 - Current
- Root Cause Analysis & Quality Assurance: Conduct routine end-to-end Quality Assurance (QA) evaluations on system transactions; perform deep-dive data investigations to track error patterns, establishing tailored coaching structures that systematically minimize software entry defect rates.
- Championed communication bridges across siloed departments to trace complex customer inquiry data flows, aggregate hidden resolutions, and create central reference guides enhancing team execution.
- Gathered, evaluated, and interpreted team performance metrics and SLA data trends to compile operational health insights and recommend preventative process modifications to leadership.
- Analyzed daily team operational workflows and system utilization to identify structural bottlenecks, software frictions, and knowledge barriers affecting team capacity.
- User Training & System Onboarding: Design and execute robust system onboarding frameworks and procedural modules to ensure incoming personnel possess comprehensive software literacy and maintain strict adherence to legal compliance codes.
Management Specialist
Minneapolis Public Housing Authority
Minneapolis, MN
01.2024 - 06.2025
- Compliance Reporting: Generated comprehensive performance metrics, occupancy velocity tracking, and tenant ledger evaluation records for internal executive dashboards and regulatory audits.
- Financial Analytics & Discrepancy Resolution: Audited monthly ledger balances, managed complex financial collection pipelines, and conducted deep-dives into accounting errors to deliver immediate system corrections.
- Data Management & System Integrity: Controlled complex documentation architecture and tenant ledger data structures inside Yardi systems to maintain a 100% data integrity level for statutory compliance reviews.
- Streamlined administrative processes for housing programs at Minneapolis Public Housing Authority, enhancing operational efficiency across departments.
- Analyzed policy documents to ensure adherence to housing regulations for compliance with public housing regulations and agency procedures.
- Developed reports and memos for leadership review, improving communication with leadership and community partners.
- Facilitated interactions with residents to address housing service inquiries, coordinating with vendors and agencies to support housing services.
Claims Support Coordinator
Voya Financial
Minneapolis, MN
02.2020 - 01.2023
- Managed the intake, documentation setup, and accurate processing of new insurance claims.
- Monitored internal database workflows to ensure claim files moved efficiently through the review pipeline without delays.
- Reviewed account documentation for accuracy and compliance with Voya procedures.
- Served as a liaison between families, caregivers and internal, external service providers.
- Provided ongoing support to families and caregivers throughout the process of obtaining or maintaining services for loved ones.
- Managed caseloads consisting of up to 20-25 individuals at any given time.
- Ensured compliance with all applicable federal, state, local laws and regulations governing human services delivery systems.
- Assisted in training and onboarding new claims support staff on system navigation.
- Systems Testing & Optimization: Partnered with cross-functional system engineering units to test internal platform changes, evaluate processing bugs, and accelerate end-to-end business processing speeds.
Senior Customer Service Associate
Voya Financial
Minneapolis, MN
08.2017 - 02.2020
- Supported tier-2 escalation for complex claims and case disputes, reviewed system exceptions, and facilitated timely resolutions for high-priority account portfolios.
- Researched complicated files, checked policy rules, and assisted with finding clear solutions for difficult case issues.
- Simplified complex rules for customers and agents, enhancing understanding and expediting issue resolution.
- Explained Voya Financial benefits, coverage options, claims and account status to callers.
- Liaised with claims, billing, and operations teams to manage account requests.
- Mentored and trained new contact center employees, translating complex insurance regulations and software navigation into clear, easy-to-learn concepts.
- Participated in company implementations, tested new internal systems, and provided actionable feedback to enhance software usability and streamline frontline workflows.
- Processed cash and credit card payments accurately at point of sale. and returned receipts, change and payment cards to customers.
- Followed up with customers to gain feedback regarding company products and services.
Education
High School Diploma -
Augsburg Fairview Academy
Minneapolis, MN05-2012
Skills
- Systems & Tools Knowledge: Salesforce, Oracle Enterprise Systems, Yardi Systems, CSW, ULX, MAX, Wise, Task Manager, Microsoft Office Suite (Word, PowerPoint, Excel)
- Operational & Systems Analysis: Process improvement, QA testing, Workflow Optimization, KPI tracking
- Claims Processing
- Data & Case Management: Documentation review, Compliance monitoring, System Data Entry, Pipeline management, Information gathering
- Team Leadership & Enablement: Collaboration, Training and onboarding, Mentorship, Performance coaching, Conflict resolution
Timeline
Customer Engagement Specialist & Team Lead
State of Minnesota
06.2025 - Current
Management Specialist
Minneapolis Public Housing Authority
01.2024 - 06.2025
Claims Support Coordinator
Voya Financial
02.2020 - 01.2023
Senior Customer Service Associate
Voya Financial
08.2017 - 02.2020
High School Diploma -
Augsburg Fairview Academy