Kelsey Dyer Email & Phone Number

-Leads and supports Client Services Managers by offering daily coaching to resolve escalated customer issues, maintain client satisfaction, and ensure alignment with project timelines and personal development goals-Manages Fortune 500 and top Health Plan clients through the implementation of program and setup of software on client websites-Serves as a strategic advisor to key clients, aligning software solutions with business objectives, ensuring smooth onboarding, implementation, and ongoing satisfaction through patient, customer-centric support and relationship building-Acts as the subject matter expert (SME) and liaison for Client Services, Legal, Marketing, Operations, Sales, and Technical teams, collaborating to create operational solutions that drive client success and optimize internal support that addresses customers needs-Establishes and oversees tools, processes, and KPIs for effective project tracking and performance management; identifies opportunities for process improvements, and monitors and optimizes key metrics related to service delivery, customer satisfaction, project timelines, and team utilization-Designs training workshops and growth plans geared towards team members accountability and company objectives, while promoting a culture of collaboration to provide exceptional program delivery-Develops, documents, and maintains process improvement for internal software, such as OneNote, SharePoint, and MS Suite-Helps onboard all new associates on job roles, department processes, company software, and team culture

-Manages Fortune 100 to 500 clients on the education of fitness products, deals with issues as they arise, coordinates marketing campaigns, and advocates internally on behalf of clients-Fosters team participation and performance goals by gaining buy-in from peers and by communicating expectations -Leads process improvement projects and manages content updates to team goals

-Serves as the source of knowledge for clients in regards to the program implementation -Distributes monthly status reports and project plans to internal business owners and clients-Interfaces with ASH staff to resolve issues, answer questions, and coordinate responses

-Consulted clients and listened to their needs to understand if Monk Development's services fit their web project goals-Worked with current clients to resolve issues by looping in the appropriate internal associates as needed-Acted as the clients' voice in the weekly Monk's marketing and sales strategy weekly meetings

-Recruited and managed a database of secret shopper contractors that performed customer service assessments -Ensured 50 - 100 assessments were assigned and completed weekly by contractors in the northwestern region -Used resources and stayed under budget to align with company goals

-Developed professional business relationships to assist adults in finding employment-Provided vocational support, supervision, and 1x1 coaching to adults while at job sites-Documented and analyzed the performance of each adult to recommend growth to improve job skills

Master Of Arts - Ma, Industrial And Organizational Psychology

Bachelor Of Arts (B.A.) In Speech Communication, Intercultural Organizational Communication, Graduate