Summary
Overview
Work History
Education
Skills
Timeline
StoreManager
Kelley Smathers

Kelley Smathers

Lancaster,PA

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

14
14
years of professional experience

Work History

Organizational Change Management Analyst

Intellezy
08.2019 - 01.2023
  • Assigned to multiple software implementation projects to ensure transparent communication between client and vendor.
  • Utilized AGILE methodology to define, manage and deliver scope of work within utilities space.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Queried databases for information needed for report processing.
  • Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Presented findings during weekly steering committee meetings, developed positive rapport across multiple departments.

Cafe Ambassador | Onboarding & Training

Capital One
04.2016 - 09.2018
  • Trained and supervised new staff to enhance customer service skills and comply with Financial Crimes Enforcement Network (FinCEN) regulations.
  • Maintained compliance with company policies and procedures for safety, security and protection of clients personal financial information.
  • Oversaw training of more than 150 team members, including executives.
  • Addressed and resolved customer service issues to establish trust and increase satisfaction.
  • Oversaw new account enrollment, closing of existing accounts, reconciled transactions, assisting and promoting self-service, mobile based pathways to perform financial tasks (i.e. requesting Cashier's Checks, performing wire transfers)
  • Controlled labor hours and inventory costs through hands-on management and proactive changes.
  • Reviewed and approved employee schedules and timesheets.
  • Formulated and implemented marketing strategies to increase sales and customer loyalty.
  • Collaborated with other departments to coordinate events and promotions.

Customer Solutions Specialist

Capital One
04.2015 - 03.2016
  • Managed between 80 -100 customer calls per day.
  • Provided feedback on product or service improvements to better meet customer needs and expectations.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

Human Resources Specialist

Eastern Atlantic States Regional Council
08.2011 - 10.2014
  • Managed between 50 - 80 Member calls per day.
  • Provided in-person guidance for Members with questions about their health insurance plan.
  • Developed health and wellness programs for Members and their families, created material to promote Employee Assistance Programs (EAP) and smoking cessation support.
  • Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
  • Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
  • Reviewed and screened Coordination of Benefits information to determine primary payor.
  • Manually processed medical claims as needed.
  • Assisted with implementation of automatic medical claims processing systems by creating training manuals and training sessions for new employees.
  • Created print and digital media to communicate health plan changes in compliance with Affordable Care Act legislation.
  • Developed cost-free method to analyze website traffic. Used data to re-design site layout. Worked with IT to create mobile and desktop versions of Benefit Funds website.

Health & Wellness Coach

Claymore | Howard Weston Senior Center
01.2009 - 06.2011
  • Built strong relationships with members to promote health, wellness and available services.
  • Provided individual health coaching to help clients optimize personal choices.
  • Enhanced team performance against goals by coaching and motivating clients.
  • Monitored, tracked and reported on individual progress with wellness plans.
  • Created neighborhood walking program called, "Silver Sneakers".
  • Developed bowling league, received undergraduate research funding to explore effects of exer-gaming technology on overall health of seniors.

Education

Bachelor of Science - Behavioral Science

University of Delaware
Newark, DE
05.2011

Associate of Arts - Liberal Arts

Wilmington University
New Castle, DE
01.2006

Skills

  • Documentation and Reporting
  • Information Gathering
  • Trend Modeling
  • Process Enhancement
  • Risk Mitigation
  • Regulatory Compliance
  • Audit Support
  • Strategic Planning
  • Continuous Improvement
  • MS Excel
  • Project Management
  • Team Collaboration and Leadership

Timeline

Organizational Change Management Analyst

Intellezy
08.2019 - 01.2023

Cafe Ambassador | Onboarding & Training

Capital One
04.2016 - 09.2018

Customer Solutions Specialist

Capital One
04.2015 - 03.2016

Human Resources Specialist

Eastern Atlantic States Regional Council
08.2011 - 10.2014

Health & Wellness Coach

Claymore | Howard Weston Senior Center
01.2009 - 06.2011

Bachelor of Science - Behavioral Science

University of Delaware

Associate of Arts - Liberal Arts

Wilmington University

Similar Profiles

CREATE PROFILE
Kelley Smathers