Joseph Kelly
Houston,TX
Summary
Dedicated operations professional with a strong foundation in data analysis and team leadership. Skilled in developing processes that improve operational workflows and foster collaboration across departments, ensuring compliance and quality in all areas of responsibility.
Overview
1
1
Certification
16
16
years of professional experience
Work History
ASSISTANT MANAGER
ENTERPRISE MOBILITY
06.2025 - Current
- Assisted branch manager in maintaining efficient business operations.
- Oversaw day-to-day operations, including inventory management, payment processing, and resolution of customer disputes.
- Handled customer inquiries, ensuring prompt assistance and enhancing overall customer satisfaction.
- Organized and managed meetings to ensure that all relevant day to day information was shared with all branch personnel.
- Prepared reports that summarize important information on branch performance and presented findings.
- Effective collaboration with internal and external departments and staff members.
- Managed the stress of handling multiple tasks and prioritizing work effectively.
MANAGEMENT TRAINEE
ENTERPRISE MOBILITY
07.2024 - 06.2025
- Performed in comprehensive training program learning about customer service, sales, and operations.
- Pivot through different departments (e.g., Airport, Finance, Sales, Marketing) to understand all company functions and contribute to strategic planning.
- Managed daily operations, overseeing fleet maintenance and financial reporting.
- Planned, scheduled, and executed projects to ensure timely delivery and meet objectives.
- Analyzed data to address complex challenges and support strategic decisions.
SENIOR CLAIMS BUSINESS PROCESS ANALYST
UNITED HEALTHCARE
10.2020 - 02.2024
- Conducted research and root cause analysis to enhance claim quality remediation efforts.
- Oversaw quality assurance processes to ensure compliance with standards and improve claim handling.
- Create and edit requirements, specifications, cost benefit analysis and recommendations to proposed solutions
- Facilitate development of process documentation
- Established documentation processes to effectively track project progress and facilitate stakeholder communication.
- Perform capacity planning and reporting
- Follow standard programming guidelines and requirements as set by team
- Uses pertinent data and facts to identify and solve a range of problems within area of expertise
SUBJECT MATTER EXPERT
UNITED HEALTHCARE
02.2017 - 10.2020
- Respond to SME logs via SharePoint, email, instant message, or in daily meetings
- Investigated and addressed written complaints from consumers and physicians to enhance service quality
- Review and update SOPs for the most accurate information regarding process
- Conduct case audits for resolving analysts
- Generated daily compliance, adherence, and missed reports to ensure regulatory standards were met
- Delivered appeal and grievance information to members and providers within required timeframes to maintain transparency
LIEUTENANT FIREFIGHTER
CYFAIR FIRE DEPARTMENT
05.2017 - Current
- Executed decisive actions during life-threatening emergencies to protect life and property
- Commanded station operations during captain's absence in the absence of the station Captain
- Conduct training sessions, practice drills, and physical fitness programs consistent with the department policies and goals
- Supervise the maintenance of the station, apparatus, and equipment
- Prioritize daily, weekly, and monthly objectives for assigned personnel
- Documented incidents and responses to provide accurate records for departmental review
- Maintain logs and computer records of daily activities
- Cultivated collaborative relationships with community members, subordinates, peers, supervisors, and command staff
APPEALS AND GRIEVANCE REP
UNITED HEALTHCARE
07.2012 - 02.2017
- Provided expertise in reviewing, researching, investigating, negotiating, and resolving appeals and grievances to ensure compliance and customer satisfaction
- Communicated with stakeholders regarding appeals and grievance issues, clarifying implications and decisions to facilitate resolution
- Analyzed trends in appeals and grievances to identify root causes, informing strategies for improved outcomes
- Analyzed and identified trends and provided reports during daily huddles
- Consistently met established productivity, schedule adherence, and quality standards
CUSTOMER CARE PROFESSIONAL
UNITED HEALTHCARE
09.2010 - 07.2012
- Assisted and resolved complex calls from members and providers
- Resolved client inquiries on diverse topics, ensuring clarity and satisfaction
- Developed and implemented strategies to enhance agent job performance
- Achieved established productivity, schedule adherence, and quality standards consistently
- Provided daily and monthly feedback on workforce adherence reports for team members
- Coordinated physician assignments to ensure proper patient care
- Authorization for treatment or medication
Education
MASTER OF HUMAN RESOURCE MANAGEMENT -
HOUSTON CHRISTIAN UNIVERSITY
HOUSTON, TX09-2026
BACHELOR OF BUSINESS ADMINSTRIATION -
TEXAS SOUTHERN UNIVERSITY
HOUSTON, TX08-2010
Skills
- Project management
- Six Sigma Green Belt- Certified
- Power BI
- SQL
- Microsoft Office
- Goal-oriented
- Customer service
- Time Management
- Leadership skills
- Staff development
- Team collaboration
- Problem-solving
- Communication skills
- Data analysis
- Performance reporting
- Work ethic
Certification
- Adjuster- All Lines (2242702)
Timeline
ASSISTANT MANAGER
ENTERPRISE MOBILITY
06.2025 - Current
MANAGEMENT TRAINEE
ENTERPRISE MOBILITY
07.2024 - 06.2025
SENIOR CLAIMS BUSINESS PROCESS ANALYST
UNITED HEALTHCARE
10.2020 - 02.2024
LIEUTENANT FIREFIGHTER
CYFAIR FIRE DEPARTMENT
05.2017 - Current
SUBJECT MATTER EXPERT
UNITED HEALTHCARE
02.2017 - 10.2020
APPEALS AND GRIEVANCE REP
UNITED HEALTHCARE
07.2012 - 02.2017
CUSTOMER CARE PROFESSIONAL
UNITED HEALTHCARE
09.2010 - 07.2012
MASTER OF HUMAN RESOURCE MANAGEMENT -
HOUSTON CHRISTIAN UNIVERSITY
BACHELOR OF BUSINESS ADMINSTRIATION -
TEXAS SOUTHERN UNIVERSITY