Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kelly Landoch

Tiverton

Summary

Extensive experience at Blue Cross Blue Shield of Rhode Island in call center operations and in vendor management. Highly collaborative team player with excellent leadership, time management, change management, active listening and problem solving skills. Assisted in the successful implementation of 3 call center vendor transitions and standing up the CARE team call center.

Overview

29
29
years of professional experience

Work History

Lead Contact Center Oversight Analyst

Blue Cross Blue Shield of Rhode Island
01.2017 - Current
  • Manage vendor relationships, service level agreements and monthly performance guarantees (first-call resolution, customer satisfaction, service level, etc.).
  • Main point of contact/liaison for other areas and for call centers for both commercial and provider call center support
  • Monitor SLA's on a daily basis.
  • Weekly call calibrations with call center leadership and quality teams and monthly call listening sessions with quality team and account teams for key accounts.
  • Identify trends for workflow updates and process improvements
  • Collaborate with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Weekly meetings with the knowledge team to ensure current processes and resources available for call centers
  • Collaborate with the training teams to ensure training materials are current and recommend improvements and/or updates
  • Currently manage a team of 5 research agents that are supporting the new commercial call center
  • Participate in writing/reviewing test cases and UAT testing for system updates.
  • Assist Account teams and Care Management with complex member issues.
  • Work with the quality teams to improve quality program and ensure NCQA audits related to call center performance are completed
  • Contact for LOS governance and monitor LOS errors for both commercial and provider call centers
  • Participate in weekly LOS Deep Dive review for provider call center
  • Participate in quarterly calibrations sessions with dental vendor


Provider Services Team Leader

Blue Cross Blue Shield of Rhode Island
04.2012 - 01.2017
  • Managed, coached and motivated a team of 15 provider service representatives
  • Facilitated regular team huddles and team meetings to foster collaboration and celebrate successes.
  • Monitored team's performance and identified areas of opportunities
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • ·Identified improvements in daily operations that lead to improved quality and provider experience.
  • Established clear communication channels to facilitate timely exchange of information between team members other departments
  • Led by example, demonstrating commitment and professionalism

Call Center Supervisor

Hasbro Toy Company
03.1997 - 04.2012
  • Supervised team of 12 call center representatives
  • Monitor daily call center stats, ensuring adherence to quality standards and performance metrics.
  • Analyzed call center data to identify trends, recommending improvements
  • Monitored call quality and provided individual constructive feedback
  • Conducted regular performance reviews, providing constructive feedback to support professional development.
  • Trained and mentored team members on effective customer service techniques and escalation procedures.
  • Implemented Email and Chat channels within the call center
  • Monitored queues and updated priorities to handle calls more quickly
  • Developed training materials and facilitated training to support our online store.

Education

Bachelor of Arts - Psychology

Rhode Island College
Providence, RI

Skills

  • MS Excel, Word
  • Salesforce
  • Time management
  • Verint
  • Virtual Observer
  • Five9
  • Team collaboration and leadership

Timeline

Lead Contact Center Oversight Analyst

Blue Cross Blue Shield of Rhode Island
01.2017 - Current

Provider Services Team Leader

Blue Cross Blue Shield of Rhode Island
04.2012 - 01.2017

Call Center Supervisor

Hasbro Toy Company
03.1997 - 04.2012

Bachelor of Arts - Psychology

Rhode Island College

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