Krystie Bussey
Ellenwood,USA
Summary
Versatile professional with expertise in recruiting, customer service, claims processing, and technical support. Demonstrated ability to manage complex workflows and implement process improvements. Proven track record in mentoring teams to enhance performance and resolve issues efficiently in high-pressure environments.
Overview
11
11
years of professional experience
Work History
Member Services Coordinator (100% Remote)
Signify Health
Dallas, TX
02.2025 - Current
- Executed an average of 50 outbound calls per hour using automatic dialer, scheduling health evaluations.
- Followed over 20 approved scripts to ensure member comprehension and address concerns with professionalism.
- Demonstrated a positive and energetic approach toward clients and team members in all interactions.
- Achieved daily departmental goals, including 300-400 outbound dials and 24 appointments set.
- Managed appointment adjustments, reschedules, and cancellations for members and providers as required.
- Monitored performance metrics such as appointments, call volume, and productivity via reporting systems.
- Reported member complaints and escalations promptly to Member Engagement Managers.
- Participated in peer coaching sessions to enhance overall team performance.
Call Center Operations Manager
Spirit Logistics Network
Kennesaw, GA
07.2023 - 12.2024
- Maintained accurate inventory records to effectively track stock levels and reduce costs.
- Managed staffing through recruitment, selection, onboarding, training, and necessary disciplinary actions.
- Directed operations staff by delivering guidance and training to achieve company objectives.
- Conducted cost analysis for projects to establish budget requirements.
- Collaborated with management team on strategic planning initiatives for organizational growth.
- Implemented innovative strategies that successfully lowered operating costs while ensuring customer satisfaction.
CLAIMS SPECIALIST (Hybrid)
Statefarm
Atlanta, GA
03.2021 - 06.2023
- Provided expert guidance for claims processing, achieving 30% reduction in resolution time.
- Led training sessions for new hires, boosting productivity and accuracy by 25%.
- Analyzed claims trends to identify issues, enhancing adjudication by 15%.
- Developed and updated claims documentation, streamlining processes for improved compliance.
- Collaborated with cross-functional teams to optimize workflows, increasing efficiency by 20%.
TRAINING & DEVELOPMENT SPECIALIST
Retail Direct
Peachtree City, GA
09.2017 - 03.2021
- Designed and delivered tailored training programs, enhancing employee performance and retention by 30 percent.
- Developed personalized development plans, increasing program participation by 25 percent.
- Analyzed feedback and performance data to improve training outcomes and participant satisfaction.
- Collaborated with leadership to optimize onboarding processes, raising new hire engagement by 20 percent.
CUSTOMER SERVICE RECRUITER (Hybrid)
XVI Global (Xfinity)
College Park, GA
06.2014 - 06.2017
- Oversaw complete recruitment for customer service roles, from sourcing to hiring decisions.
- Implemented targeted recruitment strategies, enhancing candidate quality and job fit by 30%.
- Optimized hiring process, decreasing time-to-fill by 20% for efficient candidate evaluation.
- Collaborated with hiring managers to align team needs and improve applicant experience.
Education
HIGH SCHOOL DIPLOMA -
Mount Zion High School
Jonesboro, GA06.2020
BACHELORS DEGREE - BUSINESS ADMINISTRATION
University of Phoenix
Temple, AZ, NCSkills
- Customer experience management
- Strategic planning
- Conflict resolution
- Omnichannel support
- Team management
- Advanced CRM analytics
- Proactive service solutions
- Service level optimization
- Talent acquisition strategies
- Employer-employee relations
- Succession planning
- Workforce optimization
- Advanced ATS and HRIS proficiency
Claims Efficiency Excellence Award
- Recognized for optimizing claims processing workflows, reducing claim resolution time by 40% while maintaining 99% accuracy in documentation.
Talent Acquisition Excellence Award
- Honored for developing a comprehensive recruitment strategy that decreased time-to-hire by 30% and improved overall candidate quality
Customer Satisfaction Leadership Award
- Awarded for consistently delivering exceptional customer service with a 95% satisfaction rate, resulting in improved client retention and increased revenue.
Timeline
Member Services Coordinator (100% Remote)
Signify Health
02.2025 - Current
Call Center Operations Manager
Spirit Logistics Network
07.2023 - 12.2024
CLAIMS SPECIALIST (Hybrid)
Statefarm
03.2021 - 06.2023
TRAINING & DEVELOPMENT SPECIALIST
Retail Direct
09.2017 - 03.2021
CUSTOMER SERVICE RECRUITER (Hybrid)
XVI Global (Xfinity)
06.2014 - 06.2017
HIGH SCHOOL DIPLOMA -
Mount Zion High School
BACHELORS DEGREE - BUSINESS ADMINISTRATION
University of Phoenix