Kira Kieselhorst
Minneapolis,MN
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
23
23
years of professional experience
Work History
Provider Relations Team Lead
ABOUT Healthcare
06.2022 - 12.2022
- Provided day to day guidance for a team of Business Development Representatives attempting to reengage sub-performing partners within the network creating member successes, gaining insight on their needs, assure accurate and timely setup of providers in the ABOUT Healthcare platform.
- Developed monthly and daily KPI plans to deliver on customer service and financial metrics using Power BI, internal dashboards, and other qualitative and quantitative methods.
- Planned techniques and instructed Business Development Representative team in the use of the techniques according to the partners identifying information, investigated and resolved issues escalated by the Business Development Representatives.
- Kept accurate documentation, records, and statistical analysis of sub-performing partner calls. Presented partner/client needs to collaborating key stakeholders across the organization.
- Created and presented insight related to improving outreach and engagement activities for all partners, to help reduce the number of future sub-performing partners.
Contact Center Supervisor
RAZR Marketing
04.2020 - 04.2022
- Supervised and monitored phone and email activity using various contact center applications and software tools. Annually an average of 100K calls were made into the Call Center, and 10K escalations were made via email.
- Managed KPI's that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Lead and mentored multiple teams, internally and eternally. Communicated RAZR's business needs with external partners and clients. Collaborated with external partners as well as internal cross department teams.
- Mapped customer and client journeys, created opportunities for internal improvement, creating a better customer experience and a smoother internal process.
Gift Card Fulfillment Manager
RAZR Marketing
09.2016 - 09.2020
- Monitored inventory levels and collaborated with internal team to meet needs.
- Tracked delivery KPI's and developed improvement plans to correct deficiencies.
- Trained new staff on job duties, company policies and safety procedures for rapid onboarding.
- Conducted research to address shipping errors and packaging mistakes. Identifying and correcting errors creating new internal processes and improvements leading to better customer experiences.
- Communicated with customers via email, over phone or in person to answer questions and provide latest merchandise information.
- Created new processes and procedures, documented and trained employees to handle high-volume work loads during seasonal rushes.
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
Plant Admin Assist, Reception, Accounting Assist
SNI Companies
08.2015 - 09.2016
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Scheduled office meetings and client appointments for staff teams.
Local Site Coordinator
Meld (Merged With Parents As Teachers)
10.2004 - 06.2005
- Managed local Twin Cities parenting support and education groups as part of the national organization
- Coordinated current programming, developed new community partnerships, recruited and supervised volunteer facilitators and child care workers.
- Trained Parent Group Facilitators in developing necessary skills.
- Identified community resources and networked with local officials to coordinate.
ESL Coordinator/Manager
Neighborhood House
09.2000 - 05.2003
- Maintained and expanded a 100 + year old ESL program, followed state and federal laws in regard to Adult Basic Education
- Tracked and managed a fiscal budget of approximately $130,000
- Managed annually 400 students, 100 volunteers, 4 staff members and 3 college interns
- Conducted “Educating the Educators” courses for ESL educators and professionals
- Maintaining and developed a relationship with other local agencies, local businesses, and community members.
- Maximized performance by monitoring daily activities and mentoring team members.
Assistant Account Administrator
American Express Trust Company
09.1999 - 07.2000
- Claimed wired money
- Portioned off monies and applied it towards participant accounts.
- Balanced multi-million dollar accounts
- Assisted Account Administrators with implementing new retirement accounts for corporations.
Education
Bachelor of Arts - Psychology, Women's Studies
The College of St. Catherine
St. Paul, MNAssociate of Arts - Arts, General Studies
North Hennepin Community College
Brooklyn Park, MNPeer Facilitator Certification, 2004 -
Parents As Teachers (Formerly MELD)
Minneapolis, MN Program Coordinator Certification, 2004 -
Parents As Teachers (Formerly MELD)
Minneapolis, MN Site Coordinator Certification, 2004 -
Parents As Teachers (Formerly MELD)
Minneapolis, MNSkills
- Staff training and development
- Team leadership
- Strategic planning with cross collaboration
- Mapping and job flow documentation
- Customer service and risk management
- Work planning and prioritization
Additional Information
Kolbe Score: 6-7-4-3
Strengths Finder: Deliberative, Connectedness, Relator, Context, Intellection
Stand Out: Teacher, Pioneer
Timeline
Provider Relations Team Lead
ABOUT Healthcare
06.2022 - 12.2022
Contact Center Supervisor
RAZR Marketing
04.2020 - 04.2022
Gift Card Fulfillment Manager
RAZR Marketing
09.2016 - 09.2020
Plant Admin Assist, Reception, Accounting Assist
SNI Companies
08.2015 - 09.2016
Local Site Coordinator
Meld (Merged With Parents As Teachers)
10.2004 - 06.2005
ESL Coordinator/Manager
Neighborhood House
09.2000 - 05.2003
Assistant Account Administrator
American Express Trust Company
09.1999 - 07.2000
Bachelor of Arts - Psychology, Women's Studies
The College of St. Catherine
Associate of Arts - Arts, General Studies
North Hennepin Community College
Peer Facilitator Certification, 2004 -
Parents As Teachers (Formerly MELD)
Program Coordinator Certification, 2004 -
Parents As Teachers (Formerly MELD)
Site Coordinator Certification, 2004 -
Parents As Teachers (Formerly MELD)
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