KRISTI KENT
Odessa,USA
Summary
Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.
Overview
14
14
years of professional experience
Work History
DIRECTOR
CVS HEALTH CORPORATION
09.2022 - Current
- Pioneered the creation of a specialized call center focused on proactively assessing and addressing the social risk needs of Medicaid recipients and increasing care gap closure.
- Programmed and deployed an outbound dialing system, optimizing workload distribution across call operations delivering 4:1 FTE cost savings.
- Created all call scripts, process flows and job aids to support standardized practices.
- Developed a targeted audit process for the call center, resulting in a 99.4% call quality average over a two year span.
- Designed a tool to evaluate agent effectiveness and member satisfaction, leading to a 98.7% satisfaction rate over a two-year period.
- Developed innovative strategies with cross-functional teams to integrate call center solutions into existing processes.
- Identified potential risks in advance and executed mitigation strategies to reduce member/market abrasion and to ensure regulatory compliance.
- Established process controls and all metric requirements for the call center.
- Defined reporting requirements to support call center strategy, share metrics with key stakeholders and drive improvement.
- Implemented employee incentive initiatives to increase productivity and positively impact employee engagement.
- Managed a budget of over $2.2 million.
- Implemented focus groups, employee engagement committee, newsletters, competitions, and mentorship program to enhance employee satisfaction.
- Increased intervention success by aligning with Care Management to aid Medicaid members identified through REACH team assessments.
- Created temporary database to mitigate non-compliance risks for internal partner.
SENIOR MANAGER
Centene Corp
06.2018 - 09.2022
- Directed day-to-day operations for the Community Connections Help Line Call Center including: standardizing metrics, implementing quality controls, and creating KPIs.
- Responsible for the oversight of 4 locations with 60 + employees, including 6 exempt leaders.
- Managed oversight of $8M budget for the department.
- Launched 3 new sites within a 6 month period in order to accommodate new markets.
- Streamlined established procedures to maximize call center efficiency which contributed to a 35.82% decrease in the department's average speed of answer and a 21.29% decrease in abandoned calls.
- Collaborated with Market Leaders and Regional Managers to establish, publish, and implement pilot projects which increased usage of call center within each state.
- Created Leadership skill building series for department Team Leads, Supervisors, and Managers to improve performance and drive employee retention and satisfaction.
- Partnered with data team to create a metric scorecard to tracked call center metrics.
- Directed creation of capacity plan and forecasting model to develop goals, objectives, and project plans for call center.
- Achieved an Employee Satisfaction rating of 94% (or higher) for three consecutive years.
PROJECT MANAGER
Nielsen Media
12.2013 - 06.2018
- Directed custom studies for the Nielsen Call Center, including sample management, script modifications, and interfacing with business partners to evaluate overall effectiveness.
- Managed vendor relations for offshore third-party organization targeting Hispanic households.
- Established one ishare site for 4 locations and 3 Call Center lines of business through process streamlining and optimization of call center communications, standardizing updates to all research interviewers.
- Procured a third-party to handle Hispanic calls, personally guiding project integration from initial ideation to full implementation
- Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets
- Implemented continuous improvement initiatives to optimize project outcomes while maintaining cost effectiveness
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
GROUP MANAGER
Nielsen Media
08.2011 - 12.2013
- Led a team of 20 onshore analysts, 5 delivery leads, and 100 offshore analysts.
- Reduced overtime by >44%, shaving $117K off the OT budget, through the creation of flex schedules during production periods.
- Delegated specific tasks to the offshore team, cutting 4 onshore analyst roles by phasing out non-productive processes.
- Created SOPs for all processes in order to ensure no single point of failure.
- Individualized developmental career plans for each associate, resulting in the promotion of 12 analysts.
- Engineered over $94k in overhead reduction through process streamlining for all onshore online products.
Education
Bachelor of Science (BS) - Communications
Florida State University
Skills
- Leadership (20 years)
- Vendor Relations (8 years)
- Project Management (5 years)
- Performance Management (18 years)
- Virtual Leadership (14 years)
- Call Center Leadership (14 years)
- Workforce optimization (14 years)
- Budget management 10 years)
Previous Experience
- Raymond James Financial
- Capital One
- Health Plan Services
Timeline
DIRECTOR
CVS HEALTH CORPORATION
09.2022 - Current
SENIOR MANAGER
Centene Corp
06.2018 - 09.2022
PROJECT MANAGER
Nielsen Media
12.2013 - 06.2018
GROUP MANAGER
Nielsen Media
08.2011 - 12.2013
Bachelor of Science (BS) - Communications
Florida State University
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