Katanna Kelley
Results CX / Blue Cross Blue Shield
Temple,TX
16
years of professional experience
Detail-oriented Human Resources Coordinator supports HR operations through efficient staffing, record-keeping, and employee benefits management. Organizes projects to meet objectives with minimal supervision while developing expertise in HR disciplines. Contributes effectively to team goals, managing multiple initiatives with accuracy and prioritizing tasks to meet deadlines.
Work History
WFH Quality Analyst / Customer Service Representative
2 Years 2 Months- Evaluate call quality and adherence to healthcare policy protocols, ensuring accuracy and compliance with Blue Cross Blue Shield standards.
- Monitored and assessed employee performance to ensure consistent service excellence.
- Identified training opportunities and provided constructive feedback to enhance claim resolutions and clarify policy explanations.
- Supported continuous improvement initiatives by analyzing trends in customer interactions and recommending actionable process enhancements.
HR Generalist / Quality Auditor
1 Year 1 Month- Ensured compliance with company and healthcare HR regulations through data auditing and accurate reporting to support regulatory adherence.
- Conducted internal quality checks on personnel files and employee records, ensuring accuracy and adherence to regulatory standards.
- Partnered with management to enhance onboarding procedures, reducing errors and improving documentation accuracy.
- Championed process improvements that enhanced team efficiency and communication transparency, fostering a collaborative workplace.
HR/Administrative Assistant
5 Years 9 Months- Conducted onboarding quality reviews to ensure documentation met internal HR and healthcare compliance standards.
- Coordinated quality improvement projects and analyzed post-training performance data, refining instructional materials for enhanced clarity.
- Created and maintained standardized job aids and SOPs, promoting consistent training outcomes across teams.
HR Assistant / QA Analyst / Customer Service Trainer
4 Years 7 Months- Conducted call and process audits to ensure compliance with quality and customer service benchmarks.
- Conducted call and process audits to measure adherence to quality and customer service benchmarks.
- Developed performance metrics dashboards using Excel to identify trends and opportunities for improvement.
- Managed quality documentation and reports to inform operational decision-making.
Customer Service Representative
2 Years 5 Months- Resolved complex inquiries and claims for healthcare clients, enhancing support quality.
- Ensured compliance with client protocols and service level agreements, contributing to positive customer experiences.
- Resolved inbound customer inquiries with accurate product, service, and account support.
- Documented interactions in CRM systems, ensuring complete case notes and follow-up visibility.
- De-escalated complaints by applying active listening and policy-based resolution steps.
Education
Master of Business Administration (MBA) - Human Resources
Expected
Skills
Quality Auditing & Process Improvement
Healthcare Compliance (HIPAA
CMS)
Call Monitoring & Performance Evaluation
Documentation & Reporting Accuracy
Performance Coaching
Microsoft Excel & Data Analysis
HRIS proficiency
Office suite proficiency
Confidentiality maintenance
HR policy compliance
Record Keeping
Document confidentiality control
Hiring and onboarding
Credential Verification
Effective Feedback
Client Engagementhip management
Confidential document control
Maintains confidentiality
Onboarding Workshops
Training design
People-oriented
HR expertise
Orientation coordination
HR policy expertise
HR information systems
Orientation Sessions
Timeline
WFH Quality Analyst / Customer Service Representative
Results CX / Blue Cross Blue Shield
09.2024 - CurrentRead More
HR Generalist / Quality Auditor
Caregivers Inc
07.2023 - 08.2024Read More
HR/Administrative Assistant
Randstad USA
10.2017 - 07.2023Read More
HR Assistant / QA Analyst / Customer Service Trainer
Mobile X USA
02.2013 - 09.2017Read More
Customer Service Representative
Teleperformance
09.2010 - 02.2013Read More
Strayer University
Master of Business Administration (MBA) from Human Resources
Read More