Summary
Overview
Work History
Education
Skills
Timeline
Generic

Karen Colbert

Irving

Summary

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.


Overview

15
15
years of professional experience

Work History

Operational Specialist Lead

ShiftKey
09.2021 - Current
  • As a current operations specialist lead at ShiftKey, I collaborate daily with management, BPO partners, and directors in scheduled meetings to improve the overall professional experience.
  • As a leader, my duties include assisting with case management among the team, cross-training operations specialists in both pay and required credentials, contacting professionals regarding their direct return payments, general licenses, and escalations, and following up with the account managers regarding any unresolved shifts and suspended accounts.
  • In addition, I also schedule 1:1s with the operations specialists on a biweekly basis with the team to ensure all metrics, which include quality, tasks per hour, and overall production, are in alignment with our monthly goals.
  • Coaching is a vital role that allows me to empower and encourage the team to thrive and excel beyond our call of duty.
  • I also collaborate with the accounts payable team by contacting professionals and making sure all pay-related issues are resolved in a timely manner.
  • My biggest contributions throughout my career have definitely been working closely with management by delegating tasks and cross-training agents in credentialing, all pay-related subjects, quality, and production while maintaining my own personal development by leading by example by supporting the director's vision for operations while empowering others to achieve their goals individually and collectively.
  • The feedback has been a positive result.

Customer Service Representative

Bank of America
08.2018 - 03.2021
  • As a customer service representative at Bank of America, my daily duties consist of both inbound and outbound calls, collections, assisting homeowners with their loan modifications, and placing homeowners with payment plans with any mortgages that had past due balances or became delinquent.
  • I also worked closely with the homeowners and customer relationship managers to ensure that homeowners payments were paid in a timely manner while assisting with questions regarding their loan modification and escrow accounts.

Sales Supervisor

Humana
06.2010 - 09.2018
  • As a Humana Sales Supervisor, I was responsible for over twenty-five agents on my team.
  • Daily tasks consist of calling members and informing them of a benefit that was included in their medical Part D plan, which was mail-order pharmacy.
  • Members were provided a list of medications they were currently taking, and we informed them by using their mail order pharmacy that their tier one and two medications would be delivered by mail with a zero dollar copay in a ninety-day supply.
  • My duties were to ensure all employees met their daily sales goals, metrics, average handle time, and quality.
  • In addition, I would collaborate with the regional manager on a biweekly basis to ensure the sales team was meeting all expectations and was in alignment with the company's policy and procedures by providing coaching and PIPs for areas of improvement and personal development.

Education

Some College - Accounting

North Lake College
Irving, TX
08.2009

Skills

  • Escrow
  • Negotiation
  • Management
  • Accounts Payable
  • Accounts Receivable
  • Mortgage Servicing

Timeline

Operational Specialist Lead

ShiftKey
09.2021 - Current

Customer Service Representative

Bank of America
08.2018 - 03.2021

Sales Supervisor

Humana
06.2010 - 09.2018

Some College - Accounting

North Lake College

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