Kelli Cox

Oversee multiple utilities programs

• Led cross-functional teams for effective collaboration on quality improvement projects, resulting in improved efficiency and cost savings
• Monitored staff organization and suggested improvements to daily functionality
• Devised specifications for processes
• Ensuring all trainers and quality staff are properly trained to do their jobs
• Train and measure staff performance based on the quality, compliance, accuracy and empathy of staff interactions with customers
• Conduct ongoing training sessions utilizing a combination of online-computer based training, staff meetings and written and oral communication to educate staff on new policies and procedures, changes to existing ones, program enhancements and additions
• Review information regarding program updates or changes and create the proper medium for dissemination of information to staff
• Develop and deliver curriculum and training materials for staff
• Conduct orientation sessions and training in physical and data security awareness, WFH policies, customer service soft skills, systems navigation and specific related modules
• Maintain collaborative partnerships with supervisors, team leads, quality specialists and center management to ensure that training content and delivery continues to be effective in preparing employees for their assignments and interaction with patients and that any performance weaknesses that can be corrected through coaching and retraining are promptly addressed
• Conduct root cause analysis and utilizing analytical thinking and excel data analysis to find viable solutions to operational challenges.
• Maintained strong relationships with external auditors, ensuring smooth audit processes and timely resolution of any identified issues or nonconformances.
• Developed and managed efficient quality management systems for streamlined operations and reduced defects.
• Enhanced employee performance by designing and implementing comprehensive training programs.
• Partnered with HR personnel in workforce planning efforts to forecast future staffing needs based on anticipated skill requirements.
• Developed and implemented comprehensive training program to increase employee productivity and morale.
• Conducted orientation sessions and organized on-the-job training for new hires.
• Organized and edited training manuals, multimedia visual aids, and other educational materials.
• Managed new employee orientation training process for more than 500 employees each year

• Provide effective training to Level 1 Staff after completing 'train-the-trainer' sessions conducted by EOHHS
• Train and measure staff performance based on the quality, compliance, accuracy and empathy of staff interactions with customers
• Conduct ongoing training sessions utilizing a combination of online-computer based training, staff meetings and written and oral communication to educate staff on new policies and procedures, changes to existing ones, program enhancements and additions
• Review information regarding program updates or changes and create the proper medium for dissemination of information to staff
• Develop and deliver curriculum and training materials for healthcare and utilities staff
• Conduct orientation sessions and training in physical and data security awareness, HIPAA compliance, customer service soft skills, systems navigation, healthcare-specific modules and utilities-specific modules
• Maintain collaborative partnerships with supervisors, team leads, quality specialists and center management to ensure that training content and delivery continues to be effective in preparing employees for their assignments and interaction with patients and that any performance weaknesses that can be corrected through coaching and retraining are promptly addressed.

• Managed call center operational activities to achieve target output and quality metrics provided by clients
• Ensured agent training programs were successfully implemented and maintained client and internal performance standards
• Launched new client relationships, including hiring, training and overseeing a successful implementation until key metrics were met with any new engagements
• Analyzed and identified opportunities to improve the customer experience
• Recruited, hired, lead, direct, train and develop associates and managers
• Increased successful call volume and team performance by 125%
• Conflict management skills, resolving escalated employee and customer complaint issues
• Demonstrate a sound focus on continuously improving agent performance through various metric evaluators and feedback sessions.

• Created a corporate onboarding program to enhance staff competencies with company policies, procedures and operations
• Developed and maintain program data (schedules, templates, work task-lists, results, etc.) including documenting and updating process changes to reflect current processes
• Implemented a comprehensive learning library to accommodate learners of all levels
• Onboarded 90+ corporate employees and trained 120+ employees for call center operations
• Identified inefficiencies and made recommendations for process improvements
• Monitored processes and procedures to ensure safety and compliance.

• Mentored, coached and trained 25 team members
• Increased revenue by 24 percent while reducing bad debt from 34 percent to 23 percent
• Proven ability to recruit, interview and select top talent
• Developed and shared best practices across all levels of company operations
• Created and led training sessions focused on fraudulent activity with regards to check cashing and payday loans
• Strong utilization of Microsoft Office applications.
• Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
• Maintained friendly and professional customer interactions.