Jasmine Mckennett
Elk
Summary
Results-oriented professional experienced in driving operational excellence and business growth. Proven track record of inspiring and leading high-performing teams to exceed targets and customer expectations. Experienced in developing and executing strategic plans to optimize workflow and improve processes.
Overview
8
8
years of professional experience
Work History
Team Leader Operations
Premera Blue Cross
12.2021 - Current
- Delegated tasks to team members according to project requirements and employee strengths.
- Communicated work goals and deadlines to employees to increase productivity and meet project benchmarks.
- Assisted in the recruitment and onboarding of new team members.
- Analyzed performance data to identify areas of improvement.
- Implemented incentive programs to motivate team members.
- Provided clear direction to internal teams, setting expectations and due dates for deliverables.
- Identified gaps across projects and strategies and recommended resolution methods.
- Led meetings to detail project milestones, brainstorm ideas and determine appropriate techniques to manage tasks.
- Documented project requirements, processes, and procedures.
- Analyzed current market trends for recruiting methods, staffing trends and competitive wage information.
- Used data to evaluate, analyze and optimize current hiring processes and presented insights to leadership.
- Diversified approaches to capitalize on market changes and reach desired applicants.
- Drafted job descriptions and criteria for new positions.
- Reviewed resumes and other application materials to identify potential candidates.
- Created successful recruiting process to meet organizational needs.
- Maintained customer satisfaction by gathering actionable insights and offering solutions.
- Managed Provider Customer Service staff by communicating expectations and monitoring and analyzing results.
Technical Support Specialist
Premera Blue Cross
10.2020 - 12.2021
- Supported customers and colleagues with catered technical advice.
- Handled customer complaints and escalated issues according to procedures.
- Motivated employees to reach highest professional potential.
- Remained calm and composed to deescalate aggressive customer behavior.
- Conducted customer service recoveries using technical knowledge and business skills.
- Developed training materials and procedures, and train users in proper use of hardware and software.
Customer Service Representative
Premera Blue Cross
08.2017 - 10.2020
- Responded to telephone inquiries and complaints following standard operating procedures.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
- Monitored and evaluated training program success and effectiveness.
- Conducted pre- and post-training assessments to measure the impact of training.
- Served as partner and team member to other trainers and staff to achieve compliance objectives.
- Implemented and developed department strategies, objectives and operating standards.
- Trained existing personnel on new or enhanced applications, products and job functions.
- Scheduled and taught in-class and online courses to increase employee learning.
Education
Master Of Arts (M.A.) - School Counseling
Capella University
Minneapolis, MN07.2020
Bachelor Of Arts (B.A.) - Sociology
Whitworth University
Spokane, WA05.2016
Skills
- People Management
- Work Planning and Prioritization
- Excellent communication
- Organizational skills
- Performance Improvement
- Teamwork and Collaboration
- Analytical Thinking
- Coaching and Mentoring
- Performance Evaluations
- Leading Employees
- Effective Customer Service
- Verbal and Written Communication
- Conflict Resolution
- Project Management
- Project Planning
- Staff Training
- HIPAA Expertise
- Talent Acquisition
Timeline
Team Leader Operations
Premera Blue Cross
12.2021 - Current
Technical Support Specialist
Premera Blue Cross
10.2020 - 12.2021
Customer Service Representative
Premera Blue Cross
08.2017 - 10.2020
Bachelor Of Arts (B.A.) - Sociology
Whitworth University
Master Of Arts (M.A.) - School Counseling
Capella University
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