Summary
Overview
Work History
Education
Skills
Timeline
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Kelly Espey

Albany,NY

Summary

Accomplished Operations Expert with a proven track record at Anthem, adept in cross-functional team leadership and audit management. Excelled in enhancing customer satisfaction and streamlining processes, demonstrating exceptional problem-solving abilities and a commitment to quality assurance. Skilled in fostering a culture of accountability and excellence, achieving significant efficiency improvements and strong rapport with team members.

Overview

24
24
years of professional experience

Work History

Operations Expert

Anthem
01.2007 - Current
  • Led high-performing teams to achieve established targets, fostering a culture of accountability and excellence.
  • Improved customer satisfaction by resolving issues promptly and maintaining high standards of service delivery.
  • Increased overall efficiency by streamlining audits and managing databases containing vital client information.
  • Set clear goals to monitor targets and offered real-time input on performance and motivation.

Customer Service Representative

FHPS
10.2004 - 01.2007
  • Examined claims forms and other records to determine insurance coverage.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.


Member Service Representative

FHPS
09.2000 - 10.2004
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Maintained high-quality service by adhering to company policies and standards in all member interactions.

Education

High School Diploma -

Colonie Central High School
Albany, NY
01-1994

Skills

  • Cross-functional team leadership
  • Problem-solving abilities
  • Customer Service and Support
  • Quality assurance checks
  • Claims analysis and adjustments
  • Audit management
  • Policy Knowledge

Timeline

Operations Expert

Anthem
01.2007 - Current

Customer Service Representative

FHPS
10.2004 - 01.2007

Member Service Representative

FHPS
09.2000 - 10.2004

High School Diploma -

Colonie Central High School

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Kelly Espey