Kenya Wright Email & Phone Number

United States

- Leading the Technical and Insurance Support teams, a team of 12 associates- Managing, recruiting, and coaching 100% in a remote environment - Create SMART goals for performance evaluations- Communicate with all levels of leadership on a daily basis - Engage with Audiologists and practice support teams to ensure a satisfying customer experience - Identify, assess, and address team’s coaching opportunities - Track and monitor departmental trends- Partner with the Product, Engineering, and Quality Assurance teams to provide insight into the Audiology community - Provide impact analysis reporting to internal teams - Promote associate development for organizational growth- Implement process improvements within the team guided by data analysis - Coordinate cross functional efforts to achieve corporate goals- Implemented an emergency notification system for internal and external use- Introduced updated reporting to better capture KPI metrics- Budget monitoring

Birmingham, Alabama Area

• Manage a team of 14 associates located in the USA and India who technically support ASP and Turnkey clients• Ensure operating within the HIPAA guidelines while monitoring incoming requests and distribute workloads evenly• Maintain communications regarding industry and regulatory updates for commercial and government entities• Conduct weekly customer satisfaction meetings, biweekly status calls with Account Executives, and travel to clients• Monitor clients’ SLAs and review contracts to maintain client satisfaction • Partner with Finance to review and finalize monthly billing • Partner with Human Resources, Compliance, Legal, and Risk Management to ensure business continuity • Complete virtual interviews and recommend candidates for hire• Maintain virtual bench of prospective employees for succession planning of all subordinate roles• Complete goal setting, performance appraisals, and development conversations

Birmingham, Alabama Area

• Managed a team of 20+ associates responsible for digitizing incoming work into the various workflow systems• Led 3 subsets of teams: Data Entry, Document Imaging, and File/Mail Room• Ensured timely and consistent workflow to other business units; daily distributed 5000+ processed pieces• Acted as a SME on technical teams for continuous process improvements and workflow changes• Communicated with senior leadership and other divisions regarding varieties and levels of incoming work• Managed department budgets and completed annual forecasting• Delegated effectively through supervisors and leads to achieve all departmental responsibilities • Ensured annual HIPAA, compliance and functional training was completed based on job roles• Utilized Performance Management to recognize and reward employees’ behaviors

Birmingham, Alabama Area

• Completed needs assessments to design a customer service program that motivated new hires to succeed• Reviewed existing training materials to revise and incorporate into the benchmarking phases• Coordinated with Customer Service, HR, and Training to implement the Customer Service Achievement Program • Managed two classes of 30+ trainees through the classroom, benchmarking and transition to production floor • Evaluated trainees’ progression and reported program overall status to upper management

Birmingham, Alabama Area

• Managed 10 agents providing technical support to the various television entities throughout the USA• Recognized as a dedicated leader in customer service for 8 years with Marketron International • Mentored direct reports to excel in current roles and prepared for future promotions within the organization • Assisted with the development and maintenance of TVscan/Marketron policies and procedures • Retained an effective workforce by planning and staffing for industry seasonal demands • Handled administrative level customer complaints