Kawaii Robinson
Lithonia,GA
Summary
Strategic and performance-driven healthcare operations leader with a strong background in Medicare and Medicaid member services, provider claims management, and call center operations within a Fortune 50 healthcare organization. Demonstrated success in leading large-scale training and development initiatives—training 90% of call center staff—and driving a 43% agent promotion rate through targeted coaching, engagement, and leadership development strategies. Adept at optimizing workflows, implementing process improvements, and ensuring alignment with business goals, and regulatory compliance. Known for building high-performing teams and fostering a culture of accountability, operational excellence, and continuous improvement in dynamic, compliance-driven environments.
Overview
11
11
years of professional experience
Work History
Supervisor, Contact Centers
Centene
Atlanta, GA
11.2020 - Current
- Supervises daily operations of a team of 15 employees to enhance efficiency.
- Manages hiring, training, and performance evaluations of contact center staff.
- Monitors service levels for compliance with state, federal, and company standards.
- Develops and maintains materials and programs for organization-wide utilization.
- Initiates ongoing projects focused on process improvement and departmental growth.
- Evaluates performance metrics to identify and implement productivity enhancements.
- Facilitates cross-departmental collaboration for policy and procedure development.
Team Lead
Centene
Atlanta, GA
02.2018 - 11.2020
- Acted as liaison among Customer Service Representatives, management, and various departments.
- Conducted research to resolve escalated provider issues effectively.
- Collaborated with leadership to identify and address call center agent challenges.
- Executed auditing processes and evaluated agent performance to enhance service quality.
- Facilitated training sessions aimed at skill development and knowledge enhancement.
- Implemented process improvements to optimize workflows and minimize delays.
- Monitored team performance while providing constructive feedback for continuous development.
Interim Trainer
Centene
Atlanta, GA
08.2017 - 11.2020
- Trained top talent to occupy key positions and increase productivity.
- Developed comprehensive onboarding materials for new team members at Centene.
- Facilitated interactive sessions promoting understanding of company policies.
- Conducted workshops enhancing employee skills in healthcare compliance.
- Collaborated with departments to align training programs with strategic business goals.
- Utilized learning management systems to monitor employee progress and engagement.
Customer Service Representative I
Centene
Atlanta, GA
01.2015 - 02.2018
- Maintained accurate records of customer interactions and transactions on a daily basis.
- Utilized CRM systems to track customer feedback and enhance service quality.
- Communicated product information clearly to assist customers in making informed decisions.
- Handled escalated complaints with professionalism and empathy, ensuring effective resolution.
- Answered customer inquiries, providing precise information about products and services.
- Delivered exceptional customer service, resolving complaints promptly and efficiently.
- Promoted high customer satisfaction through knowledgeable, friendly service and problem resolution.
Education
High School Diploma -
Druid Hills High School
Atlanta, GA06-2000
Skills
- Agent development
- Health plan implementation
- Employee engagement
- KPI tracking
- Performance improvement
- Call center operations
- Process optimization
Accomplishments
- Achieved a 43% promotion rate within my team over the past year
- Played an integral role in the implementation of a New Health Plan
- Continually exceeds yearly company metrics in the areas of Quality, Conformance, Adherence, and AHT, and Engagement
- Serves as Medicaid Subject Matter Expert (SME) for implementation of Centene's Intergraded Duals program
- Honored with the "Jack of All Trades" employee recognition
Affiliations
- Serves as a Co-Chair for the Arrangements committee for Junior League DeKalb
References
References available upon request.
Timeline
Supervisor, Contact Centers
Centene
11.2020 - Current
Team Lead
Centene
02.2018 - 11.2020
Interim Trainer
Centene
08.2017 - 11.2020
Customer Service Representative I
Centene
01.2015 - 02.2018
High School Diploma -
Druid Hills High School
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