Kayte Nelson Email & Phone Number

Coral Springs, Florida, United States

Bloomington, Minnesota, United States

Working across both the HealthPartners and Park Nicollet enterprises, I led a team of Quality Analysts who listened to and scored more than 1,000 phone calls per month. Responsible for updating all online webpages and staff resources, along with staying familiar with all policy and process changes across both enterprises. Delivered all communications to staff regarding updates and how they will impact Quality scores and measures. Created and facilitated training for the Quality Analyst team and the call center staff for more complex updates and scenarios. Developed new initiatives to track trends in agents’ calls by building a monthly reporting system that illustrated outliers and inconsistencies. Collaborated closely with the supervisor of the training team to ensure that what was being taught in new-hire training aligned with the processes and procedures followed by all call center staff. Supervised staff, including leading monthly team meetings, weekly one on one meetings with each member of the Quality staff, writing annual reviews and providing disciplinary conversations and write-ups when necessary. Coached staff and provided insight on annual project plans and individual development plans.

Minneapolis, Minnesota, United States

As part of the Leadership Team, was responsible for monitoring quality of customer service agents, tracking performance in a quality monitoring system, generating quality metrics reports, and providing coaching and feedback to phone agents.Provided ongoing performance data and analyzed trend progress across the team as well as individually to identify root cause and implement continuous improvement initiatives to meet or exceed quality goals.Collaborated with operations leadership as well as trainers to ensure all quality requirements and expectations were clear. Followed up with those on development plans to determine progress against the plan and provided further recommendations for improvement.As a Certified Master Coach, utilized Ulysses Coaching Mentor strategies to help customer service agents grow and succeed. Lead calibration calls with internal and external stakeholders.Facilitated new-hire training and nesting. Provided additional support for call center agents with complex questions.

Bemidji, Mn

Determined different types of consumer loans and credit options available to members. Assisted with consumer lending and applications.Analyzed financial situation and credit to determine if loan approval is appropriate.Approved loans and credit options.

Minneapolis, Mn

Provided outsourced managed services to clients Was an ACA expert and executed on requested tasks including, but not limited to: questions related to the 1095- B, 1095-C, and 1094 annual forms, penalty defense, and Marketplace Subsidy Reconciliation. Uploaded and processed monthly data files for all customers. Built and maintained day-to-day communication with clients for all needs. Lead calls with clients to better understand their needs and challenges. Ensured ongoing training for new, as well as existing features. Was responsible for tracking billable and non-billable consulting time and expenses. Lead Current State and Future State assessment workshops and processes within customer markets. Assisted team in updating all implementation deliverables as required with new functionality roll outs.

Robbinsdale, Mn

Assisted internal clients with the processing of expense reports, submitting invoices, corporate procurement, understanding income tax laws and implications, and the management of corporate credit cards. Collaborated with internal partners to ensure that new vendors are set up accurately, invoices entered properly and all service level agreements are met. Completed audits on corporate card accounts, highlighting disparities and communicating with Visa Liability to ensure proper handling.

Des Moines, Iowa

Took inbound calls to assist members with property and casualty insurance questions, including taking payments, adding/deleting vehicles, drivers and coverage.Diagnosed customer issues, provided solutions, and used a structured thought process to achieve results while balancing customers’ needs with company guidelines.

Des Moines, Iowa

Took inbound and place outbound calls to homeowner who are in risk of foreclosure to help them save their home.Managed a pipeline of 100+ accounts including retention and liquidation.Consistently provided customers with high quality, which is backed up by consistently high Quality Scores and customer feedback.Conducted peer reviews for co-workers prior to sending an account to be review by our underwriting team.

West Des Moines, Iowa

Took inbound calls to answer home equity questions from clients in order to make their home equity account more valuable to them.Sold additional products and services to customers.Consistently met sales and performance goals.

Des Moines, Iowa

Provided information to guests about room features, property amenities, and local areas of interest.Welcomed and acknowledge all guests according to company standards, anticipated and addressed guests' service needs.

West Des Moines, Iowa

Acknowledged and greeted all guests and offered friendly, prompt and courteous service.Responsible for meeting or exceeding individual sales and productivity goals.As manager, responsible for department sales and productivity, successfully increasing sales by 13%.Responsible for the training of employees on new products and services.

Bachelor'S Degree, Marketing And Business Management

Theater

Education record