Kristyn Jackson-Byers
Program Supervisor
Kansas City,MO
Summary
Results-driven Program Operations and Customer Support Supervisor with expertise in leading public health software support initiatives. Skilled in team supervision, help-desk management, and software implementation. Developed SOPs and workflow tools while providing coaching and stakeholder support. Capable of translating complex processes into clear guidance for diverse users, including healthcare facilities and government personnel.
Overview
25
25
years of professional experience
Work History
Public Health Program Help Desk Supervisor
Missouri Public Health Institute (MPHI) — Contractor Supporting Missouri Department of Health & Senior Services (DHSS)
Jefferson City, MO
08.2024 - 06.2026
- Supervised a team of 3–4 Help Desk Specialists providing statewide support for the implementation and adoption of ShowMe WorldCare (SMWC), a new public-health software platform.
- Provided hands-on technical and program support alongside team members, troubleshooting user issues, answering questions, and assisting with escalated requests to ensure timely resolution.
- Managed daily support operations and responded to email inquiries and ticket requests from local health departments, medical and healthcare facilities, physicians' offices, nursing homes, schools, DHSS staff, and other public-health stakeholders throughout Missouri.
- Created and maintained Standard Operating Procedures (SOPs), daily reports, tracking spreadsheets, and workflow tools to improve consistency, organization, and efficiency across the Help Desk.
- Provided ongoing coaching, feedback, and performance guidance to team members, helping staff develop product knowledge, customer-service skills, and effective problem-solving techniques.
Order Entry Specialist
Panasonic Connect - North America
Leawood, KS
01.2023 - 08.2024
- Process POS and service parts orders for various restaurants.
- Processed customer orders accurately using ERP systems to enhance fulfillment efficiency.
- Collaborated with cross-functional teams to resolve order discrepancies and billing inquiries.
- Collaborated with cross-functional teams to resolve order discrepancies and improve service levels.
- Work closely with the Deployment Coordination team to launch new and/or remodeled restaurants that may need updated restaurant equipment.
- Maintained up-to-date knowledge of product inventory and availability for effective order management.
- Provided training and support to new team members on order entry procedures and software usage.
Item Processing Specialist
Allied OneSource - Contractor Supporting Community America Credit Union
Lenexa, KS
09.2022 - 01.2023
- Contractor for CACU sorting inbound mail for deposits, payments, and requests.
- Processed high-volume transactions with accuracy, ensuring compliance with credit union policies.
- Managed item sorting and data entry tasks, improving overall workflow efficiency.
- Conducted quality control checks on processed items, identifying discrepancies for resolution.
- Research requests and enter the case findings in Salesforce for future reference.
Title Clerk
Nations Lending Services
Overland Park, KS
08.2020 - 08.2022
- Quality Control of received commitments and reports and ability to amend errors (missing errors, eliminating or adding information)
- Sent correspondence between lenders, underwriters, and clients via email or phone.
- Managed title processing and documentation for residential mortgage transactions.
- Facilitated communication between clients, real estate agents, and lenders to streamline transactions.
- Executed processes to clear liens on title commitments, ensuring compliance with legal standards.
- Coordinated email management for team members to enhance communication efficiency.
Data Processing Specialist
Examinetics
Overland Park, KS
01.2019 - 01.2020
- Ensured accuracy and compliance in processing medical test documents to support client services.
- Monitored and managed data pack assignments to ensure timely completion of turnaround goals.
- Analyzed work orders and operation orders to ensure compliance with client processing requests.
- Oversaw data entry for client and employee records to ensure accuracy. Managed updates to employee demographics, aligning with client specifications.
Customer Service Agent
UPS Customer Center - Contractor for LanceSoft
Overland Park, KS
09.2018 - 12.2018
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Trained new staff on customer service protocols and best practices for handling client interactions.
- Collaborated with suppliers, shippers, and UPS customer centers to optimize pickup rerouting and shipment tracking processes.
- Educated customers on the functionalities of online services, specifically UPS My Choice, to improve service accessibility.
Referral Coordinator
Aerotek - Contractor Supporting Bardavon Health Innovations
Overland Park, KS
07.2017 - 12.2017
- Facilitated patient referral processes to guarantee timely healthcare access.
- Coordinated interactions between patients, healthcare providers, and insurance companies to enhance referral efficiency.
- Processed incoming referrals through fax, email, phone, and company website, ensuring accurate data entry into company systems.
- Sourced and engaged suitable providers for referral placements, ensuring effective communication for timely execution.
- Utilized MS Office Suite and CRM tools including NetSuite and Salesforce on a daily basis. Supported accurate data entry processes with 100% proficiency.
Case Management Specialist
Quest Diagnostics
Lenexa, KS
09.2013 - 05.2017
- Conducted thorough assessments of life insurance documentation to identify deficiencies impacting policy approval.
- Communicated regularly with potential insured individuals and exam offices about medical examinations. Scanned images and uploaded necessary documents. Facilitated transmission of life insurance paperwork to insurance carriers.
- Engaged with clients and agents through phone and email correspondence to support effective collaboration.
- Coordinated efforts with pharmacy benefits management firms to secure prescription history reports essential for assessing insurance applicants.
Education
High School Diploma -
McCluer High School
Florissant, MO06-1999
Associate of Applied Science - Allied Health
High Tech Institute
Kansas City, MO08-2005
Skills
- Help Desk Software
- Documentation management
- Technical Support
- Network troubleshooting
- Service desk team management
- Stakeholder Engagement
- Help Desk Oversight
- Data accuracy
- Attention to detail
- Data quality control
- Microsoft Excel
- Microsoft Word
Timeline
Public Health Program Help Desk Supervisor
Missouri Public Health Institute (MPHI) — Contractor Supporting Missouri Department of Health & Senior Services (DHSS)
08.2024 - 06.2026
Order Entry Specialist
Panasonic Connect - North America
01.2023 - 08.2024
Item Processing Specialist
Allied OneSource - Contractor Supporting Community America Credit Union
09.2022 - 01.2023
Title Clerk
Nations Lending Services
08.2020 - 08.2022
Data Processing Specialist
Examinetics
01.2019 - 01.2020
Customer Service Agent
UPS Customer Center - Contractor for LanceSoft
09.2018 - 12.2018
Referral Coordinator
Aerotek - Contractor Supporting Bardavon Health Innovations
07.2017 - 12.2017
Case Management Specialist
Quest Diagnostics
09.2013 - 05.2017
Associate of Applied Science - Allied Health
High Tech Institute
High School Diploma -
McCluer High School