Chelsia Kise
Springfield,OH
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with a proven commitment to employee training. Hardworking team player bringing the necessary experience and knowledge to tackle any operational demand.
Overview
5
5
years of professional experience
Work History
Insurance Tracking Resolutions Team Leader
Assurant
Remote
09.2022 - Current
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Provided ongoing support to direct reports, addressing concerns or questions promptly.
- Held weekly team meetings to inform team members on company news and updates.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
Sr. Research Specialist
Assurant
11.2020 - 09.2022
- Research loan-level complaints and provide root cause
- Present findings to the client verbally / via email
- Resolve loan-level complaints and high-level escalations
- Provide feedback to business units/remediation to client
- Suggest process / procedural improvements from trends
- Complete and respond to client audit findings
- Distribute workflow to the team
- Serve as subject matter expert for Smartflow and SPS
- Mentor and train new hires
- Facilitate team refresher huddles.
Sr. Customer Care Specialist - Customer Solutions
Assurant
04.2019 - 11.2020
- Research loans based on call volume received within 30 days
- Identify trends, process gaps and suggest process improvement
- Provide feedback to the business units
- Resolve any unresolved complaints or concerns for borrowers
- Assign daily workflow to the team
- Compile end of the month client facing reports.
Customer Care Specialist - Multiple Call Report
Assurant
01.2019 - 11.2020
- Review loans with 3+ calls within 30 days for resolution
- Identify trends which create multiple-calls
- Resolve any concerns for borrowers and communicate resolution
- Receive inbound calls from customers.
Education
Master of Science - Industrial Organizational Psychology
Sacred Heart University
Fairfield CT03.2016
Bachelor of Science - Psychology
York College of Pennsylvania
York, PA06.2014
Skills
- Work Planning and Prioritization
- Coaching and Mentoring
- Client Service
- Evaluating Employee Work
- Overseeing Daily Activities
- Mentoring and Training Staff
- Team Motivation
- Team Supervision
- People Management
- Teamwork and Collaboration
- Problem-Solving
- Conflict Resolution
Timeline
Insurance Tracking Resolutions Team Leader
Assurant
09.2022 - Current
Sr. Research Specialist
Assurant
11.2020 - 09.2022
Sr. Customer Care Specialist - Customer Solutions
Assurant
04.2019 - 11.2020
Customer Care Specialist - Multiple Call Report
Assurant
01.2019 - 11.2020
Master of Science - Industrial Organizational Psychology
Sacred Heart University
Bachelor of Science - Psychology
York College of Pennsylvania