Kelsey Cunningham, Mba Email and Phone Number

Responsible for all claims, customer experience, and contractor operations.

Launched a new home warranty product to revolutionize the customer experience in the industry through the use of technology, machine learning, and white glove concierge service.• Own the development, maintenance, and innovation of all customer service, claims, and contractor sourcing strategy, operations, training, policies, and procedures.• Recruit, evaluate, onboard, train, and manage third-party contact center concierge agents to deliver exceptional customer service for every customer.• Manage all aspects of workforce management and concierge agent staffing, scheduling, and planning.• Manage all aspects of quality assurance to include concierge coaching and feedback, customer surveys, feedback, complaints, and Voice of the Customer program. • Design and deliver training materials for new concierge agents that handle all aspects of the customer experience.• Work closely with technology department to develop onboarding processes and controls to ensure an efficient and easy onboarding experience for concierge agents, customers, and real estate professionals.• Research and create a pricing scale and repair cost model for types of work associated with service requests and provide recommendations on how they align compared to the terms and conditions of our policies.• Own all product development and research/collaborate with legal team to modify terms and conditions to improve the customer experience and minimize business risk.• Serve as the final decision maker for all claims adjudication as well as customer escalations and complaints redress.• Serve as the primary subject matter expert for all technical products, advanced analytics, and data science products related to customer service, claims, and contractors.• Achieved industry-leading CSAT score of 4.8/5 stars, surpassing the average of 2.1/5 stars.

•Provides strategic and operational leadership to the Repair Management department (150 internal call center agents and 145 BPO agents) while achieving all contact center KPIs and managing an operating budget of over $13M.•Develops and drives a customer service roadmap and list of strategic initiatives to ensure we're consistently delivering best-in-class customer and employee experience standards as our business grows and scales.•Builds a culture of customer service through servant leadership to achieve all goals and minimize attrition in both work-from-home, in-office, and hybrid environments.•Ensures timely handling of 1.5M calls and deployment of over 500,000 policy jobs annually to network contractors and internal technicians across the United States and Canada.•Leads and develops the customer service team by mentoring and coaching team members, ensuring that customer satisfaction improves with every interaction.•Partners with the Workforce, Product, Marketing, IT, Training, and other Operations teams to develop and analyze metrics that measure the growth and performance of the team, focusing on improvements and optimizations.•Ensures all activities follow applicable rules, regulations, policies, and procedures, including PCI compliance and privacy regulations.•Serves as the final point of escalation for those who require elevated levels of care.•Develops and analyzes operational reporting to gauge performance against KPIs and identify improvement opportunities.•Establishes, executes, and maintains departmental processes and procedures, internal business guidelines, and best practices in confinement of contractual obligations, benefits, and partner requirements.

>Provides strategic and operational leadership to the Contractor Administration and Deployment teams to manage the contractor compliance, invoice processing, customer reimbursements, and contractor deployment functions>Oversees all third party administrator services to ensure contractors are properly vetted and compliant with all licensing, insurance and technician background checks/drug screenings>Leads team to guarantee contractor claims and customer reimbursements are processed in a timely manner and that jobs are deployed to both network and non-network contractors across the US and Canada in accordance with established SLA’s>Plays a key strategic role to analyze data and evaluate gaps in performance to improve processes, methods and work practices>Develops and manages operating budgets, recommends IT system/hardware enhancements, and supports key initiatives across the business as necessary>Analyzes resources and workloads to implement an effective staffing model for all areas>Collaborates across functional lines with various departments such as the Call Center, Account Management, Marketing and Business Development to ensure seamless integrations with affinity Partners and constantly seeks process improvements to enhance the customer experience>Establishes, executes, and maintains all Standard Operating Procedures (SOPs) for the department

>Oversees the hiring, staffing, and retention of an effective high performance work team.>Responsible for the career development, performance planning and reviews, and compensation recommendations of team members.>Ensures the accurate and timely examination of claims and administers disposition through reviewing, investigating, negotiating, processing, and adjusting claims.>Tracks, monitors, and manages all open aged claims and effectively communicate to senior leadership / field management on performance.>Develops professional relationships with customers, contractor service network, and other departments that impact claims handling, inquiries, payment issues, and addresses those that have delinquent claims submissions.>Establishes, executes, and maintains a manual of claim policies, best practices, and procedures in confinement of contractual obligations and benefits, partner requirements, and internal business guidelines.>Analyzes resources and workloads to implement the most effective staffing model of claims handling.>Consistently meets established productivity, schedule adherence, and quality standards.>Ensures contractor network compliance in insurance, licensing, background checks, and drug screenings. >Coordinates and negotiates vendor discounts to extend to contractors as additional network benefits while simultaneously collecting rebates on contractor spend.

Interim Curriculum Design Supervisor:>Responsible for managing a team of learning designers who focused on the overall learning strategy and redesign effort for all product knowledge, platform tools and leadership training initiatives across the enterprise. >Worked as a hands-on, player-coach that managed people and own projects concurrently. >Worked collaboratively with the Training Manager, Site Directors, HR Business Partners and business leaders across the organization to design and develop learning solutions. >Responsible for designing & developing training and managing a team to create a variety of learning solutions using appropriately determined methods (self-paced, instructor led, virtual classroom, video, etc.) utilizing tools such as Captivate and Articulate Storyline.Training & Applications Support Specialist:>Produced and maintained content in the company's employee-facing knowledge database, then publishes on the server.>Analyzed the effectiveness of the knowledge database architecture and lead team of 7 people in designing, developing, and implementing improvements.>Hired and managed database architecture improvement team.>Configured and maintained the training SharePoint site including managing access permissions, building apps, and creating/designing pages.>Served as technical support by answering queries of staff members and providing expert insights into utilizing the training SharePoint site and knowledge database.

Leveraged Adobe Creative Suite as the primary graphic designer for Leadership Development & Training (LD&T) department by ensuring the quality and integrity of all training materials and media.Provided ongoing maintenance and support for 20+ open enrollment courses by inventorying materials and ensuring materials are up-to-date and accurate. Developed and assisted with the creation and delivery of training materials such as PowerPoint slides, participant guides, facilitator guides, and handouts.Led and managed the marketing team to complete implementation of strategic marketing plan and branding materials for LD&T.Designed, deployed, and maintained internal and external LD&T SharePoint and internal websites to facilitate effective communication.

Compiled, organized, and standardized succession planning data for Saratoga benchmarking and reporting. Organized and created a schedule of cross-rotational development and experience opportunities across all TVA operating groups. Created surveys to collect information regarding employee rewards and recognition from internal customers, performed extensive data analysis, and provided reports with concluding results and recommendations.Coordinated and facilitated the delivery of human performance tools to minimize errors and risk to plant workforce.Led an IT project to facilitate the streamlining of data to reporting software.Developed and maintained an analytical database of performance event report summaries to communicate all events across the fossil fleet.Performed extensive research into Operating Experience programs to assist in building a model for TVA’s fossil fleet and the fossil industry.Initiated development of a human performance coding model to be used for corrective actions and trending.

Started and organized a refinance campaign consisting of marketing mail-outs and emails for clients and prospects resulting in record-setting sales three months in a row.Coordinated with clients to plan and collect loan information needed within federal compliance regulations.Facilitated loan transactions between clients, loan officers, and real estate agents.Documented potential critical compliance conditions that needed to be cleared before closing loans.