Kelly Brooks
Pratt,KS
Summary
Customer experience professional with strong background in enhancing customer satisfaction and loyalty. Adept at resolving issues, managing high-stress situations, and implementing effective solutions. Strong focus on team collaboration and achieving results. Skilled in communication, problem-solving, and relationship-building, with keen understanding of customer needs.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Experience Representative
Blue Cross Blue Shield Of Kansas
02.2022 - 11.2025
- Implemented proactive approaches to anticipate and resolve potential Provider/Member concerns, resulting in higher retention rates.
- Enhanced provider/member/staff satisfaction by addressing and resolving issues promptly and professionally.
- Collaborated with cross-functional teams to ensure seamless customer experience throughout all touchpoints.
- Facilitated smooth issue resolution by maintaining clear lines of communication between customers and relevant departments.
- Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapport building.
- Increased repeat enrollments with exceptional follow-up efforts that nurtured ongoing relationships with members.
- Developed strong relationships with members/providers, fostering a sense of trust and reliability in the company''s services.
- Championed the voice of the member/provider internally, working closely with other departments to address concerns and find opportunities for improvement.
- Analyzed member feedback data through SQM surveys, identifying areas for improvement and implementing necessary changes while maintaining 96% World Class personal status.
- Reduced response times significantly through effective prioritization and delegation of tasks among team members.
- Initiated process improvements to reduce average call handling time while maintaining high-quality service standards. Handled and resolved 40-80 calls per day.
- Established a positive work environment that encouraged collaboration and teamwork among staff members for optimal results.
- Streamlined communication channels for improved efficiency in handling member/provider claim inquiries.
- Elevated overall customer satisfaction ratings with a focus on providing prompt assistance and empathetic support during interactions.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Addressed member/provider inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution within 10 days of inquiry.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Documented provider/member interactions on every call in internal database to maintain customer service history details.
- Investigated and resolved customer member/provider concerns and complaints quickly.
- Exhibited high energy and professionalism when dealing with members/providers and staff.
- Educated members about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize member/provider needs.
- Responded proactively and positively to rapid change.
- Mentored and trained other representatives in new lines of business in order for them to certify successfully.
Life Insurance Agent
American Income Life Insurance Company
06.2013 - 03.2022
- Provided coverage option information to assist clients in protecting assets.
- Cultivated customer relationships to provide customized life insurance solutions tailored to individual needs.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Maintained high standards of customer service by building relationships with clients.
- Promoted products and services using upselling and other sales strategies.
- Participated in professional development opportunities such as training sessions and conferences to stay informed on best practices within the life insurance industry.
- Built long-term relationships with clients by offering attentive service and ongoing support for their life insurance needs.
- Negotiated favorable terms with underwriters by accurately presenting client risk profiles.
- Increased client portfolio size by actively networking and building strong relationships within community.
- Improved client retention rates by offering tailored policy recommendations that met their unique requirements and goals.
- Established trust with prospective customers by providing accurate information about available policies and transparent pricing structures.
- Provided exceptional customer service by addressing concerns promptly and maintaining open lines of communication.
- Streamlined the application process for clients, resulting in faster policy approvals and improved customer satisfaction.
- Retained existing clientele through regular follow-ups, policy reviews, and timely adjustments based on changing circumstances or needs.
- Enhanced client loyalty and referrals by resolving policy issues and claims swiftly.
- Adapted communication style to meet diverse needs of clients, enhancing overall engagement.
- Conducted thorough risk assessments on potential clients, accurately determining appropriate policy rates and terms.
- Fostered strong client trust, leading to high retention rates through consistent follow-ups and personalized service.
Executive Director
Cornerstone Of Topeka
03.2001 - 11.2012
- Developed and implemented organizational strategies to achieve set goals and objectives and secured long-term success.
- Oversaw financial management, ensuring fiscal responsibility and long-term sustainability for the organization.
- Set organizational goals and objectives to guide and direct company focus and achieve mission fulfillment.
- Built and maintained strong company teams by hiring and training qualified staff to create positive and productive work environments.
- Optimized operational workflows, reducing overhead costs and maximizing resource allocation.
- Monitored compliance with laws and regulations to protect organization from legal liabilities and penalties.
- Guided staff through periods of organizational change, maintaining morale and engagement during transitions.
Education
No Degree - Undergraduate General Studies
Kansas State University
ManhattanSkills
- Complaint handling
- Call center experience
- Appointment scheduling
- Complaint resolution
- Retention management
- Client advocacy
- Experience optimization
- Teamwork
- Customer service excellence
- Teamwork and collaboration
- Problem-solving skills
- Customer service
- Attention to detail
- Adaptability and flexibility
Certification
- Licensed Life/Health/Accident Producer
- Blue Cross Blue Shield Kansas certified Lines of Business- Provider Benefits, Traditional, State of Kansas Employees, Medicare Supplement.
- Specialized in Medicare Supplement polices/claims for disabled and 65+ members.
Languages
American Sign Language
Native or Bilingual
Timeline
Customer Experience Representative
Blue Cross Blue Shield Of Kansas
02.2022 - 11.2025
Life Insurance Agent
American Income Life Insurance Company
06.2013 - 03.2022
Executive Director
Cornerstone Of Topeka
03.2001 - 11.2012
No Degree - Undergraduate General Studies
Kansas State University