Summary
Work History
Education
Skills
Timeline
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KEM O’BRIEN

KEM O’BRIEN

Customer Experience Manager
Atlanta,Ga

Summary

15+ years of Leadership experience in diverse fields. An Organized Team Leader who builds positive rapport, inspires trust and guides teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.

Work History

Team Lead

Carvana
Atlanta, GA
08.2021 - Current
  • Developed and lead the first high level customer resolution team in our Atlanta office, we were the top performing team for positive customer outcomes our first three months,In the first year improved the team's performance by 50%, producing better customer outcomes.
  • Prepared detailed reports on updates to project specifications, progress, identified conflicts, and team activities.
  • Coached team members in techniques necessary to complete job tasks.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Participated in cross-functional team-building activities.
  • Minimized resource and time losses by addressing employee or production issues directly and implementing timely solutions.

Senior Specialist, CPT

Progressive Insurance
Phoenix , AZ
10.2018 - 12.2020
  • Was in the top 3 of my training class, and maintained top ten standing on our metrics board during my tenure.
  • Worked during the pandemic to help those with financial issues to be able to keep their insurance.
  • Obtained licensure in all states, and D.C, except for Mass.
  • As part of the “Dream Team” in CPT, I was the person responsible for our daily communications board and helped with PP presentations for meetings.
  • Worked as a resource with new hire CPT agents when they went live to help answer questions, navigate the system, and find the correct information to help guide them in KMS.

Practice Manager

EnVoque MD
Scottsdale , AZ
09.2015 - 07.2018
  • Increased gross income by 42% in the first year.
  • Implemented and trained a Customer Care staff to resolve ongoing customer issues.
  • Increased customer retention year over by 30% in the first year.
  • Reduced payroll cost by bringing payroll in-house, while increasing staff wages.
  • Developed and implemented an updated compliance tracking system.
  • Developed and implemented new income sources for our clinic.
  • Implemented an open door policy for staff and clients to help deal with and resolve challenges within our organization.

Business Office Manager

Villa Ocotillo Assisted Living
Scottsdale , AZ
07.2014 - 07.2015
  • Decreased outstanding claims from 60k to 8k in first six months.
  • Maintained a less than 2% AR for the last nine months of my tenure.
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve personnel's overall performance.
  • Increased census by 5% from January to April 2015.
  • Worked to implement all updated policies and procedures
  • Implemented a stepped disciplinary system and decreased missed shifts.
  • Utilized the company's accounting systems to review reports and prepare assessments.
  • Maximized cash flow through optimal billing and collection processes.

Spa Manager

Red Mountain Med Spa
Mesa , AZ
04.2012 - 05.2013
  • Developed audit and training processes to decrease inventory loss.
  • Decreased staff turnover by 80% during the first year.
  • Increased sales by an average of 3% each month, stopping a years worth of steady decline
  • Increased customer satisfaction with our location by 5% in the first 4 months of employment, based on survey scores submitted by our clients.
  • Was instrumental in creating and implementing several “open house events” to introduce our clientele to new products and services.
  • Held individual meetings with employees to address performance issues, improve performance and boost profitability by guaranteeing excellent spa and customer service programs.
  • Responded to customer inquiries or complaints.
  • Maintained high functional, operational and organization levels during high-traffic hours and seasonal promotions.

Front Operations Manager

North Country Health Care
Flagstaff , AZ
11.2008 - 06.2011
  • Developed and implemented a training protocol for front operations and helped standardize workflows across the organization.
  • Was an integral part of the team that successfully implemented a meaningful use EHR system.
  • Upgraded the phone system to be more patient friendly and implemented a tracking process to assist in patient call backs.
  • Implemented an electronic signature application to help reduce the need for paper, and to work towards becoming more efficient.
  • Increased Time of Service Collections by 20 percent over 18 months.
  • Decreased ticket errors from 10% to less than 2% in 18 months.
  • Developed an insurance verification position which resulted in fewer payment denials.
  • Developed a patient financial advocate to help guide patients through payment plan processes and billing questions, as a first point of contact.
  • Coached employees through day-to-day work and complex problems.
  • Prepared reports to assist business leaders with key decision making and strategic operational planning.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Utilized client and staff feedback to maintain customer partnerships and increase revenue.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.

Education

Bachelor of Applied Science - Health Care Administration

University of Phoenix
Phoenix Az
06.2011

Skills

  • Accounts Payable and Receivable
  • Process Improvement Initiatives
  • Profit and Loss Reporting
  • Capital Building Projects
  • Microsoft PowerPoint

Timeline

Team Lead

Carvana
08.2021 - Current

Senior Specialist, CPT

Progressive Insurance
10.2018 - 12.2020

Practice Manager

EnVoque MD
09.2015 - 07.2018

Business Office Manager

Villa Ocotillo Assisted Living
07.2014 - 07.2015

Spa Manager

Red Mountain Med Spa
04.2012 - 05.2013

Front Operations Manager

North Country Health Care
11.2008 - 06.2011

Bachelor of Applied Science - Health Care Administration

University of Phoenix

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KEM O’BRIENCustomer Experience Manager