Kelsey Tyson Email & Phone Number

Bethlehem, Pa, Us

Lead and mentor two teams focused on training and workforce management, driving operational excellence and alignment with organizational goals.Oversee a team of three training professionals in the design, execution, and evaluation of training programs that align with company objectives and industry best practices.Leverage AI technology to enhance learning experiences and improve the effectiveness of training programs for internal stakeholders.Direct the Workforce Management function, managing forecasting, scheduling, real-time monitoring, and performance management to ensure efficient workforce operations.Implement advanced technology solutions to streamline processes, improve efficiency, and enhance workforce planning and execution.Serve as a key member of the Leadership Team, actively contributing to strategic decision-making and shaping the overall direction of the organization.Advise senior leadership on change management strategies, utilizing Prosci Change Management certification to integrate new processes and systems that align with business objectives.Develop and manage comprehensive communication plans to facilitate effective collaboration and engagement across teams.Drive strategic change initiatives that improve organizational performance, enhance culture, and ensure alignment with broader company objectives.

Lead and mentor a dynamic team of three training professionals, fostering collaboration and guiding their professional growth.Oversee the design, execution, and evaluation of robust training programs in alignment with company objectives and industry best practices.Advise senior leadership on strategic training methodologies and spearhead the integration of AI technology to optimize learning experiences.Collaborate with leadership to prioritize change initiatives supporting business objectives, resulting in enhanced workflows and actionable insights.Manage communication flow from senior leadership to the organization, implementing comprehensive communication plans for internal stakeholders.Develop targeted curriculum to bolster Change Management competencies, supporting strategic objectives and fostering departmental growth.Oversee the Workforce Management team, including forecasting, staffing, and monitoring key performance indicators (KPIs). Provide actionable recommendations to optimize workforce efficiency and align staffing with business needs.

• Collaborated with management teams to prioritize strategic objectives, facilitating high-quality deliverables and process improvements.• Orchestrated internal communication plans and managed meetings, ensuring streamlined information dissemination.• Led and facilitated change management initiatives, aligning departmental culture with strategic shifts.

United States

• Managed production workflow and Level 1 Support for the Individual & Family Plans PMO, ensuring timely responses and issue resolutions.• Coordinated with vendors to resolve issues and collaborated with developers to automate processes, enhancing efficiency.• Oversaw all Intakes and Defects for the PMO, maintaining stakeholder awareness.• Utilized various tools for reporting and process management, including Jira, Tableau, Microsoft Suite, and Blueprint.

United States

• Identified operation improvements impacting customers and stakeholders, collaborating with cross-functional teams.• Managed a team of 15-20 Quality Reviewers, conducting regular meetings and check-ins to foster team growth and development.• Participated in a project to launch a Quality and Coaching Academy.

United States

• Manage the daily operations of assigned team of 15-20 customer service advocates; effectively communicate organizational strategies to engage staff and drive desired behaviors• Utilize effective coaching behaviors and positive reinforcement to drive employee engagement and motivation; retain staff and drive positive performance results• Focus on achieving key results and improving the overall customer experience by identifying process improvement opportunities and driving a culture of customer centricity throughout the customer service center• Monitor individual, team, and call center results to identify and act on both positive and negative trends to ensure attainment of financial and performance targets• Administers Human Resources initiatives including hiring, onboarding, training, compensation planning, performance management, employee relations concerns/issues, and employee development – engaging Sr. managers and HR as appropriate• Facilitate compliance with all corporate policies• Supports diversity by building an inclusive environment and valuing different perspectives• Adapt communication style to effectively engage individuals/team to deliver communications positively and in support of organizational goals and objectives

United States

• Maintain efficiency of customer service departments for Cigna's North American Based Operations in Dental, Pharmacy, and IFP• Facilitate & schedule off production activities of CSA’s• Monitor Network Lync chats• Manage CSA proficiencies • Partner with supervisors to address CSA behavioral issues that impact critical call metrics• Partner with Workforce Management to ensure that CSA’s are working in the proper skilling to ensure maintenance of critical call metrics• Utilize management systems to aid in schedule adjustments, production, and attendance reporting

United States

• Help to determine payments and claims related to medical and dental procedures as well as office and hospital visit costs• Take ownership of customer issues to resolve them over the phone the first time, every time• Advocate for health and wellness• Educate customers on disease management programs and make recommendations on the right healthy living programs for their needs

History & Politcal Science

Certification, Applied Project Management

Education record