Kreah Bailey
Call Center Operation Manager
Katy,TX
Summary
Dedicated management professional with experience leading high-performing teams in a diverse and dynamic environment. Adept in developing and implementing service strategies tailored to customer needs, managing customer complaints, and driving customer satisfaction. Proven ability to identify and resolve service issues, streamline processes, and exceed organizational goals.
Overview
12
12
years of professional experience
Work History
Call Center Operations Manager (REMOTE)
Boston Medical Center
08.2019 - Current
- Utilize advanced analytical skills and performance metrics to drive the achievement of key call center goals, ensuring accurate prioritization of tasks and consistent adherence to metric targets
- Oversee real-time data monitoring via CMS, ensuring that service level agreements (SLAs) are met across multiple clinics, including high-volume areas like Neurology, Dermatology, and Cancer Care
- Spearheaded the centralization of the call center, onboarding and training over 60 representatives on specialized clinic protocols, significantly improving workflow and service consistency
- Designed and implemented targeted training programs focused on advanced customer service techniques, enhancing call resolution rates and overall operational efficiency
- Lead the Call Center Engagement Team in developing creative strategies to maintain team morale and productivity in a fully remote work environment, ensuring sustained high performance
- Manage a dynamic team of 25-32 Patient Service Representatives, ensuring exceptional customer service delivery while maintaining strict HIPAA compliance
- Monitor call quality on an ongoing basis, delivering personalized, constructive feedback to drive continuous improvement and address performance gaps
- Apply strong problem-solving abilities to resolve complex patient issues, providing leadership on clinic-specific policies and maintaining high levels of patient satisfaction
- Played a key role in department growth by recruiting and selecting new hires, leveraging data-driven assessments to guide management decisions on personnel
- Champion team engagement through remote activities designed to boost morale and foster a collaborative work culture
- Created an annual survey to collect comprehensive data on call center morale, leading to actionable insights and the implementation of departmental improvements.
Interim Member Services Manager (HYBRID)
Blue Cross Blue Of Massachusetts
05.2019 - 08.2019
- Led and motivated a team of 18-20 Member Services Representatives to achieve company goals and maintain high standards of customer satisfaction.
- Provided timely and constructive feedback to team members, offering guidance and support to enhance their skills and performance.
- Ensured adherence to company policies, protocols, work rules, and disciplinary measures, maintaining a compliant and efficient operational environment.
- Responded to customer inquiries with efficiency and professionalism, ensuring a superior level of customer service and resolving issues promptly.
- Identified and addressed operational inefficiencies, recommending and implementing improvements to optimize workflow and service delivery.
- Successfully managed and coordinated the team's day-to-day activities, ensuring smooth operations and seamless service delivery.
- Demonstrated strong leadership skills in managing team dynamics, resolving conflicts, and promoting collaboration.
- Maintained a high level of professionalism and integrity in all interactions with colleagues, customers, and external stakeholders.
Business Escalation Expert (HYBRID)
Blue Cross Blue Shield of Massachusetts
01.2019 - 05.2019
- Managed complex health insurance escalations by coordinating resolution efforts with key stakeholders across various departments, ensuring comprehensive incident ownership, detailed action planning (Who, What, When), and clear communication throughout the process.
- Organized and facilitated multi-party calls to address ongoing escalations, maintaining an active incident bridge while ensuring timely, consistent updates to all involved parties until full resolution.
- Took full ownership of critical member issues, driving timely progress and resolution to meet member expectations and ensure satisfaction.
- Ensured member escalations were addressed within agreed timelines, identified process improvement opportunities, and implemented actionable changes while managing key service level agreements (SLAs).
- Led improvements by developing and managing dashboards that monitored high-priority incidents and member escalations, leveraging data to recommend technical and business process optimizations that enhanced member experience and met compliance standards.
Business Expert - Omni Channel (HYBRID)
Blue Cross Blue Shield of Massachusetts
03.2018 - 01.2019
- Managed inquiries across social media platforms and live chat, ensuring swift, accurate responses to member questions and concerns.
- Monitored real-time data and engaged in “all-hands-on- deck” efforts to clear member service calls during peak times.
- Provided backup assistance to member service representatives on the service solution line, offering guidance on complex calls and inquiries.
- Maintained a deep understanding of product and service offerings, delivering knowledgeable and detailed responses to diverse member queries.
- Investigated and resolved escalated member issues and complaints efficiently, ensuring a positive experience and timely resolution.
- Adapted quickly to changing conditions, demonstrating flexibility and a proactive approach to member service. Delivered personalized recommendations to meet member needs, fostering a high level of satisfaction.
- Promoted superior member experiences by resolving concerns empathetically and professionally, maintaining high service standards.
Members Services Representative (HYBRID)
Blue Cross Blue Shield of Massachusetts
11.2015 - 03.2018
- Assisted a high volume of members daily, consistently delivering outstanding service with a positive attitude and a focus on member satisfaction.
- Resolved account, service, and system issues by guiding members through required forms, technical processes, and insurance protocols.
- Gained expertise in internal systems to provide skilled backup support for teammates, ensuring seamless handling of member demands.
- Developed an in-depth understanding of insurance policies and coverage options to deliver accurate, informed responses to a diverse range of member inquiries.
- Explained complex insurance policies and coverage details to policyholders, helping them navigate their benefits with confidence.
- Effectively used multiple computer systems simultaneously while interacting with members, ensuring efficient service delivery.
- Earned 100% world-class service reviews for 2017 and 2018, demonstrating a commitment to excellence in member interactions.
- Selected as a Blue Ambassador, playing a key role in onboarding new hires by providing mentorship and ensuring a seamless, welcoming transition into the team.
Customer Service Representatives
Mass Health - Massachusetts Medicaid
03.2013 - 11.2015
- Maintained high levels of member satisfaction through proactive strategies that addressed individual needs and resolved concerns swiftly.
- Promptly answered member phone calls, minimizing wait times and enhancing the overall service experience. Handled a constant flow of member inquiries with efficiency, ensuring minimal on-hold times and consistently high service levels.
- Provided personalized advice and support, addressing unique member requests and tailoring solutions to meet their specific needs.
- Proactively explored new insurance options and value- added opportunities, contributing to a positive reputation for the agency and enhancing member satisfaction.
- Received a prestigious award for achieving 100% quality audit scores in 2014 and 2015, demonstrating a commitment to service excellence.
- Assisted in training new hires, offering guidance and support to ensure smooth onboarding and skill development.
- Served as a key resource for new hire shadowing, modeling best practices for call handling and delivering exceptional service.
Education
Diploma -
Urban Science Academy
West Roxbury, MA06.2012
Skills
Leadership & Team Management
Strategic Planning
Operational Efficiency
Data Analysis & Reporting
Customer Service Excellence
Technology Proficiency
Change Management
Communication Skills
Problem Solving & Decision Making
Compliance & Regulatory Knowledge
Timeline
Call Center Operations Manager (REMOTE)
Boston Medical Center
08.2019 - Current
Interim Member Services Manager (HYBRID)
Blue Cross Blue Of Massachusetts
05.2019 - 08.2019
Business Escalation Expert (HYBRID)
Blue Cross Blue Shield of Massachusetts
01.2019 - 05.2019
Business Expert - Omni Channel (HYBRID)
Blue Cross Blue Shield of Massachusetts
03.2018 - 01.2019
Members Services Representative (HYBRID)
Blue Cross Blue Shield of Massachusetts
11.2015 - 03.2018
Customer Service Representatives
Mass Health - Massachusetts Medicaid
03.2013 - 11.2015
Diploma -
Urban Science Academy
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