Summary
Overview
Work History
Education
Skills
Training And Awards
Certification
References
Timeline
Generic

Kit Kelly

Ypsilanti

Summary

Highly organized and detail-oriented remote work professional with strong administrative and problem-solving skills. Experienced in implementing structured workflows to enhance team efficiency and project success. Proactive in process improvement, quick to learn, and adept at both verbal and written communication. Skilled in data analysis, technology, and coding fundamentals.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Manager, Customer Success

ConnectureDRX
04.2022 - 01.2025
  • Company Overview: Specialist in SaaS solutions for insurance carriers, driving client satisfaction and retention.
  • Led website development and maintenance for eight insurance carriers, conducting weekly meetings to ensure alignment and optimize functionality.
  • Organized and facilitated quarterly insights reviews, analyzing performance data to drive continuous improvements and enhance user experience.
  • Collaborated with internal teams to develop new website features and data functions, aligning solutions with evolving customer needs.
  • Identified and implemented internal process improvements, streamlining workflows to enhance efficiency and customer satisfaction.
  • Acted as a strategic partner to insurance carriers, providing proactive support and technical guidance to maximize platform value.

AEP Enrollment Agent / Flex Sales Agent

SelectQuote
08.2021 - 01.2022
  • Company Overview: High-performing Medicare and Medigap sales professional with expertise in remote enrollment and client education.
  • Sold and enrolled clients in Medicare Advantage and Prescription Drug Plans remotely, consistently meeting and exceeding sales targets.
  • Achieved top 25% sales performance in the hiring class, demonstrating strong product knowledge and consultative selling skills.
  • Maintained active licenses with the National Insurance Producers Registry and 10+ carriers to ensure compliance and market readiness.
  • Developed and maintained educational materials to support both sales and enrollment teams, enhancing training and efficiency.
  • Provided expert guidance on Medicare options, helping clients navigate plans to find the best coverage for their needs.

OE Customer Care Support

Truck Hero
06.2020 - 07.2021
  • Company Overview: Adaptable remote customer care professional specializing in claims management, process improvement, and system optimization.
  • Successfully transitioned from an in-person role to remote claim management, providing seamless support to in-office OE Care associates.
  • Selected for the Salesforce implementation and testing team, ensuring a smooth transition and ongoing system improvements.
  • Developed QA data collection processes and training documentation, enhancing warranty process efficiency and accuracy.
  • Managed Salesforce cases independently, consistently exceeding productivity metrics quarter-over-quarter.
  • Created tools and educational materials to streamline remote workflows, improving team adaptability and operational success.

OE Customer Care - Ford Brand Champion

Truck Hero
Ann Arbor
02.2018 - 06.2020
  • Company Overview: Product and technical support specialist with expertise in order and warranty claim management.
  • Manages daily orders and warranty claims for Ford OE products, ensuring timely and accurate processing.
  • Provides expert technical support for 50+ truck bed accessory models, assisting distributors, dealers, and end users.
  • Developed an Excel tool to calculate pallet counts and weights for OE shipments, now implemented across 3+ Truck Hero brands.
  • Coordinates truckloads with the shipping department, optimizing logistics and ensuring efficient delivery schedules.
  • Leads new product program launches and infrastructure development with newly acquired brands, enhancing operational integration.
  • Liaises between consumers and corporate management teams on claims seeking compensation for property damages, assists in acquisition and completion of legal documentation.

Education

Bachelor's Degree - English, Art & Design

University of Michigan School of Literature, Science and the Arts
Ann Arbor, MI

Skills

  • Workflow management software (JIRA, Salesforce, Trello, ServiceNow)
  • Advanced Microsoft Excel (advanced formulas/functions, pivot tables, data analysis and visualization, logic/lookup functions, error handling/debugging)
  • Writing (expository, creative, and technical)
  • Drafting proposals, grants, and instructional materials
  • Adobe Design Suite (Photoshop, Illustrator, InDesign)
  • POS Systems
  • Inventory management
  • Web integration
  • Project Management (Agile - Scrum)
  • Basic programming languages (HTML, CSS Style Sheets, jQuery, Java, Javascript)
  • AI Querying
  • Customer success and service (management, call center, virtual, in-person)
  • SaaS solutions
  • Client retention

Training And Awards

  • Project Management - PSM1 Certification
  • HIPAA Compliance Training
  • NIPR & AHIP Certification

Certification

  • PSM1 Project Management Basics Certification

References

References available upon request.

Timeline

Manager, Customer Success

ConnectureDRX
04.2022 - 01.2025

AEP Enrollment Agent / Flex Sales Agent

SelectQuote
08.2021 - 01.2022

OE Customer Care Support

Truck Hero
06.2020 - 07.2021

OE Customer Care - Ford Brand Champion

Truck Hero
02.2018 - 06.2020

Bachelor's Degree - English, Art & Design

University of Michigan School of Literature, Science and the Arts

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