KERRY WALKER
Omaha,NE
Summary
Passionate Customer Service Supervisor with a strong background of 25 years of Customer Service experience and 8 years Leadership experience. Leader with demonstrated organizational skills, teamwork, communication in both written and verbal excellence, managing for daily improvement, self-starter, and proven adaptability. Helping to build strong foundations rooted in customer focus for all individuals, while also maintaining focus on company goals and values.
Overview
15
15
years of professional experience
Work History
Resource Center Supervisor
BLUE CROSS BLUE SHIELD
Omaha, NE
12.2020 - Current
- Supervised a 7-person team that handled inbound phone calls from CSRs, resolved issues/questions, and managed customer escalations
- Monitor employee productivity levels on a regular basis to identify areas of improvement.
- Create and manage their individual goals
- Ensured adequate phone coverage by effectively managing and organizing daily schedules
- Served as the go-to person for handling customer escalations and providing effective resolution
- Team SME (subject matter expert)
- Analyze data from a call tracking system to help identify trends
- Track issues/trends and report information to appropriate teams to create material or communications for the department
- Facilitate team collaboration meetings with Resource Center, Quality, and Training teams
- Participate in interdepartmental meetings with other departments to help identify where we can collaborate as one team
- Facilitate interviews and hire for new RC candidates.
Learning Lab Supervisor
BLUE CROSS BLUE SHIELD
Omaha, NE
09.2015 - Current
- Responsible for the on-the-job training and development of any CSR coming out of training
- Responsible for 2-3 Learning Lab Lead representative
- Create and facilitate Learning Lab structure
- Create and facilitate Learning Lab schedules
- Responsible for all New Hire Shifts Bids, Supervisor Meet and Greets and Transition Meetings
- Developed and executed team objectives
- Facilitate interviews and hire for a learning lab lead.
Quality Analyst Supervisor
BLUE CROSS BLUE SHIELD
Omaha, NE
06.2016 - 12.2020
- Responsible for a team of 5 that qualities all CSR inbound calls
- Create and manage individual goals
- Quality the quality work
- Helped complete CSR evaluations to reach monthly goals
- Helped create and facilitate development plans for SOAR program
- Analyzed quality data to help identify trends
- Facilitate interviews and hire for new QA candidates.
Customer Service Lead
BLUE CROSS BLUE SHIELD
Omaha, NE
06.2015 - 09.2015
- Responsible for on-the-job training with all CSRs coming out of training
- Facilitated side by sides for in the moment coaching
- Listened to calls for trending and coached to opportunities
- Helped create structured schedule and support for the learning lab.
Customer Service Rep III
BLUE CROSS BLUE SHIELD
Omaha, NE
05.2009 - 06.2015
- Took Inbound calls from provider and members regarding benefits, eligibility and claims
- This included all medical, dental and prescription inquiries
- Worked backend queue work and responded to provider and member inquiries via email and letters.
Education
High school or equivalent - General
Benson High School
05.1999
Skills
- Crucial Conversation
- Emergenetics
- Strength Finders
- Customer Service Expectation Experience
- Word/Excell
- Analytical Decision Making
- Communication
- Delegation
- Creative Problem Solving
- Excellent Communication
- Trustworthiness
- Staff Management
- Process Improvement
- Schedule development
- Staff Development
- Complex Problem-Solving
- Training and mentoring
- Relationship Building
- Organizational Skills
- Adaptability and Flexibility
Timeline
Resource Center Supervisor
BLUE CROSS BLUE SHIELD
12.2020 - Current
Quality Analyst Supervisor
BLUE CROSS BLUE SHIELD
06.2016 - 12.2020
Learning Lab Supervisor
BLUE CROSS BLUE SHIELD
09.2015 - Current
Customer Service Lead
BLUE CROSS BLUE SHIELD
06.2015 - 09.2015
Customer Service Rep III
BLUE CROSS BLUE SHIELD
05.2009 - 06.2015
High school or equivalent - General
Benson High School
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