Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Timeline
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KELLIE MAKOWSKI

KELLIE MAKOWSKI

Winter Park,FL

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

12
12
years of professional experience

Work History

MANAGER

USTHealthproof
05.2023 - Current
  • Currently overseeing a team of 40 agents and 3 team leaders
  • Successfully assisted in creating call flow design for IVR on Clover health implementation to go live 10/1/2023 and another go live on 1/1/2024
  • Successfully onboarded team to begin training and be ready for implementation on 10/1/2023 and 1/1/2024 for Clover Health
  • Assisted in creating desk level procedures
  • Assisted in getting Live Healthy queue implemented and conducted training sessions for customer service representatives for that dedicated line.

Operations Manager

Qualfon
02.2018 - 05.2023
  • Managed eight team leaders for Horizon programs and Assurance sales team and oversaw a total of 147 employees with all programs combined
  • Successfully started Madison Reed team from inception into Qualfon and expanding team into several different areas within their company since starting such as, Madison Reed Mister Team and Color Bar receptionist team
  • During AEP season of 2020 successfully onboarded and supervised a team of 50 for EHealth Screeners team
  • Work with team leaders and site director to improve KPI’s for various teams to ensure all client needs were being met
  • Worked with clients and team leads to go over monthly business planning to continue to move teams forward and improve in areas of opportunity
  • Was active in mentoring program to assist csr’s and team leads who wanted to excel in learning how to achieve their goals.

SENIOR TEAM LEAD

01.2017 - 01.2018
  • Assumed peer leadership role having two team leads report up through me while having a team of my own of 15-20 agents
  • Assumed responsibility for two separate programs during this period
  • Coaching agents on areas of opportunities they may be struggling with; assisting on how to improve and become successful using online resources and conducting small refresher sessions.

TEAM LEAD

01.2016 - 01.2017
  • Managing a team of 15 agents
  • Monitoring schedule adherence
  • Monitoring attendance
  • Coaching agents on performance and how to improve metrics.

QUALITY ANALYST

01.2015 - 01.2016
  • Silent monitoring calls and scoring them based on the quality guidelines set forth by the client
  • Coach agents on areas of improvement to upgrade call quality
  • Meet with team leaders to go over outlier agents who need further coaching.

CUSTOMER SERVICE ADVOCATE

01.2013 - 01.2015
  • Assisting up to 40-50 customer calls per day
  • Ensuring KPI’s from client were met daily
  • Claims adjustments
  • Updating Coordination of Benefits.

Education

Bachelor’s in Psychology -

UNIVERSITY OF PHOENIX
01.2013

Associates in Psychology -

UNIVERSITY OF PHOENIX
01.2011

Skills

  • 11 years healthcare experience working in various roles
  • Extremely organized and reliable
  • Proficient in using Microsoft Office Programs
  • Great ability to be flexible and manage time to ensure projects are accomplished as needed
  • Highly able to adapt to any environment
  • Staff Management
  • Strategic Planning
  • Operations Management
  • Customer Relationship Management (CRM)
  • Performance Management
  • Performance Evaluations
  • Key Performance Indicators

Accomplishments

  • Completed Supervisor Certification Course
  • Completed Green Belt Six Sigma Certification
  • Completed Operations Manager Certification
  • Completed Site Director Certification Course

Personal Information

Title: MANAGER

Timeline

MANAGER

USTHealthproof
05.2023 - Current

Operations Manager

Qualfon
02.2018 - 05.2023

SENIOR TEAM LEAD

01.2017 - 01.2018

TEAM LEAD

01.2016 - 01.2017

QUALITY ANALYST

01.2015 - 01.2016

CUSTOMER SERVICE ADVOCATE

01.2013 - 01.2015

Bachelor’s in Psychology -

UNIVERSITY OF PHOENIX

Associates in Psychology -

UNIVERSITY OF PHOENIX

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KELLIE MAKOWSKI