Danelle Kidd
Wilmington
Summary
Dynamic operations leader with a proven track record at Independence Blue Cross, excelling in performance monitoring and employee training. Adept at fostering team collaboration and enhancing productivity through quality control measures. Strong communicator and problem solver, committed to driving process improvements and achieving service excellence in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Supervisor
Independence Blue Cross
Philadelphia
07.2023 - 02.2026
- Supervised daily operations and workflow for a team of 15 employees.
- Monitored employee productivity, providing actionable feedback and coaching to enhance performance.
- Held regular one-on-one meetings to review performance and set priorities.
- Developed training materials to enhance staff knowledge and skills.
- Trained new staff on company policies and procedures.
- Maintained accurate records of performance, attendance, leave requests, and disciplinary actions to support informed decision-making.
- Implemented quality control measures to uphold company standards.
- Fostered positive work environment, enhancing team morale and collaboration.
Team Lead
TTEC
01.2022 - 06.2023
- Supervised teams and individuals, providing constructive feedback and setting clear improvement goals to elevate performance.
- Enhanced quality and productivity through training programs and performance monitoring that improved team capabilities.
- Strengthened employee morale through transparent communication strategies that fostered a positive team environment.
- Facilitated regular video conferences for team meetings and individualized coaching sessions.
- Resolved employee relations concerns raised by team members promptly and effectively.
- Provided accurate information to address inquiries, troubleshoot issues, and resolve complaints.
Customer Service Representative
Comcast
New Castle
02.2017 - 12.2017
- Managed high call volume to efficiently resolve concerns, update accounts, and address inquiries, enhancing customer satisfaction.
- Provided accurate information to troubleshoot issues, address questions, and resolve complaints.
- Achieved quality standards while effectively addressing customer requests, contributing to overall service excellence.
- Built strong rapport with customers through active listening, fostering trust and improving service experience.
- Navigated various computer systems and search tools for effective information retrieval.
- Researched thoroughly to deliver complete and correct information to customers.
- Recorded details of customer interactions and transactions to maintain thorough documentation.
Provider Relations Specialist
Highmark Inc
Wilmington
11.2015 - 04.2016
- Sourced information from providers, streamlining claim processing for timely resolutions.
- Managed high call volume, updating accounts and resolving inquiries to maintain service quality.
- Assisted healthcare professionals with insurance policy benefit inquiries, enhancing understanding in a fast-paced environment.
- Maintained detailed records of interactions and transactions for accurate tracking.
Education
Certificate - Early Childhood Education and Teaching - Special Needs
Delaware Technical Community College
Wilmington, DELAWARESkills
- Operations management
- Performance monitoring
- Quality control
- Process improvement
- Schedule management
- Work planning
- Task delegation
- Employee training and development
- Team leadership
- Issue resolution
- Strong communication
- Constructive feedback
- Problem solving
- Attention to detail
- Multitasking ability
- Department organization
- Call management
Awards
- BUILD program, TTEC HEALTHCARE, 10/22
- Reach for Amazing, TTEC HEALTHCARE SOLUTIONS, INC., 07/22
- Customer Service Appreciation Week, TTEC HEALTHCARE SOLUTIONS, INC., 10/22
- Graduated Bloom Program IBX 8/2024
- New Manager Boot Camp 10/2024
Timeline
Supervisor
Independence Blue Cross
07.2023 - 02.2026
Team Lead
TTEC
01.2022 - 06.2023
Customer Service Representative
Comcast
02.2017 - 12.2017
Provider Relations Specialist
Highmark Inc
11.2015 - 04.2016
Certificate - Early Childhood Education and Teaching - Special Needs
Delaware Technical Community College