Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kimberly Dove

Beaver

Summary

To obtain the Work from Home Member Care Performance Manager position. Where I can apply my experience as a Member Care Team Lead to support performance improvement, coaching, and team development. Always willing to jump in where needed and passionate about helping others grow. I aim to continue contributing to the success of the department through hands on leadership, KPI analysis and a strong commitment to team support.

Overview

4
4
years of professional experience

Work History

Member Care Team Lead (Inbound)

TZ Insurance Solutions LLC
Remote
10.2021 - Current
  • Promoted through multiple leadership roles, supporting key areas of the Member Care team.
  • Led coaching sessions and call audits to support MCR development and ensure quality
  • Monitored KPIs like ACW, Break, QA scores, and adherence to track performance and guide improvements.
  • Prepared coaching documentation and delivered structed feedback
  • Provided real time support via team chat and one on one meetings

Member Care Representative

TZ Insurance Solutions LLC
Remote
10.2021 - Current
  • Delivered customer service cross TPV and Inbound teams
  • Maintained high QA scores and met KPI goals.
  • Consistent call performance.
  • Supported teams through mentoring, answering questions, and training new MCRs.
  • Adapted quickly across departments, and was recognized for leadership potential.

Education

Some College (No Degree) - Criminal Justice

Mountain State University
Beckley, WV

Skills

  • Experienced in team coaching across Member Care TPV, Servicing and Member Care Inbound departments
  • Skilled in call auditing, coaching preparation and performance trend analysis
  • Strong understanding of KPIs and how to use them to improve individual and team performance
  • Provides real time support and guidance through team chat and one on one coaching
  • Excellent communication and problem-solving skills
  • Adaptable, proactive and always willing to jump in where needed
  • Consistently helps team members meet and exceed quality and performance goals

Timeline

Member Care Team Lead (Inbound)

TZ Insurance Solutions LLC
10.2021 - Current

Member Care Representative

TZ Insurance Solutions LLC
10.2021 - Current

Some College (No Degree) - Criminal Justice

Mountain State University

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