Kia Buford
Nashville,TN
Summary
Operations leader with 15 years of experience in managing high-volume call centers, focusing on operational strategy, quality assurance, and workforce development. Proven track record in enhancing service delivery and optimizing workflows, resulting in significant productivity gains. Strategic thinker with expertise in strengthening KPIs and implementing scalable processes that drive performance and improve outcomes.
Overview
13
13
years of professional experience
Work History
Claims Department Manager
Anthem / MyNexus
01.2022 - 01.2024
- Directed end-to-end claims operations, leading departmental performance, workflow optimization, and service quality initiatives within a high-volume healthcare environment.
- Established KPI framework that improved processing efficiency and elevated customer satisfaction scores.
- Led training initiatives focused on fraud detection, claim analysis, and service excellence, strengthening team capability and compliance.
- Implemented quality assurance protocols that reduced errors and improved turnaround times.
- Leveraged Salesforce and Zendesk analytics to identify workflow gaps and deploy targeted operational improvements.
- Mentored frontline leaders and staff, building a culture of accountability and continuous improvement.
Assistant Call Center Manager, Sales
divvyDOSE Pharmacy
01.2021 - 01.2022
- Oversaw daily call center operations, ensuring service consistency, regulatory adherence, and revenue-supporting customer interactions.
- Analyzed performance metrics to uncover trends and implement process enhancements that increased service efficiency.
- Delivered targeted coaching that improved agent performance and call quality.
- Partnered with senior leadership to refine operational best practices and strengthen departmental outcomes.
- Designed onboarding and training materials that accelerated new-hire readiness.
Supervisor, HR Call Center
Cummins
01.2020 - 01.2021
- Led call center staff supporting HR services for a large employee population while driving operational discipline and service excellence.
- Directed daily team operations and performance management.
- Conducted structured performance reviews and implemented coaching plans.
- Collaborated with leadership to streamline processes and improve response effectiveness.
- Monitored service metrics including call volume, abandonment rates, and resolution quality.
Senior Business Account Manager, HR Services
Paychex
01.2017 - 01.2020
- Managed strategic client relationships while delivering customized payroll and HR solutions to diverse organizations.
- Increased client retention through proactive relationship management and consultative support.
- Provided compliance guidance and operational insights to business leaders.
- Delivered analytics-driven recommendations that informed executive decision-making.
- Led client training initiatives that improved adoption and satisfaction.
Supervisor, Data Verifications
Maximus
01.2015 - 01.2017
- Managed a high-volume data operations team with responsibility for accuracy, compliance, and throughput.
- Introduced process improvements that streamlined verification workflows.
- Elevated quality standards through structured auditing and coaching.
- Developed staff capabilities through hands-on training and performance feedback.
Supervisor, Consumer Banking
Space Coast Credit Union
01.2014 - 01.2015
- Directed call center operations while coaching agents to deliver exceptional member experiences.
- Improved satisfaction ratings through behavioral coaching and service training.
- Implemented productivity enhancements that strengthened team output.
Supervisor (CHOICES Program)
Blue Cross Blue Shield of Chattanooga
01.2011 - 01.2014
- Led a team of 20 case management coordinators in a regulated healthcare environment.
- Strengthened compliance with healthcare regulations and care standards.
- Streamlined authorization workflows to improve patient access to services.
- Championed performance monitoring practices that increased service efficiency.
- Collaborated with physicians and multidisciplinary teams to support care outcomes.
Education
High School Diploma -
Antioch High School
Nashville, TNSkills
- KPI development
- Process optimization
- Performance management
- Quality assurance
- Workforce planning
- Training and development
- CRM platforms: Salesforce, Zendesk, HubSpot
- Workflow optimization
- Data analysis
- Process improvement
Websites
Timeline
Claims Department Manager
Anthem / MyNexus
01.2022 - 01.2024
Assistant Call Center Manager, Sales
divvyDOSE Pharmacy
01.2021 - 01.2022
Supervisor, HR Call Center
Cummins
01.2020 - 01.2021
Senior Business Account Manager, HR Services
Paychex
01.2017 - 01.2020
Supervisor, Data Verifications
Maximus
01.2015 - 01.2017
Supervisor, Consumer Banking
Space Coast Credit Union
01.2014 - 01.2015
Supervisor (CHOICES Program)
Blue Cross Blue Shield of Chattanooga
01.2011 - 01.2014
High School Diploma -
Antioch High School