Kelly Henderson Email & Phone Number

San Francisco, Ca, Us

Sword is on a mission to free 2 billion people from MSK pain through digital physical therapy, pelvic floor therapy, and movement training. In my role, I hired, mentored, and led a 5-member team, reimagined the operations team strategy, and transitioned from manual tasks to high-impact projects to optimize team productivity.Key Contributions:- Spearheaded automation projects that reduced annual operational costs by $65K and enhanced efficiency by 20%.- Forged strong cross-departmental partnerships with Strategy & Ops, Implementation, and Member Support teams to streamline processes and drive operational excellence business-wide. - Implemented new strategic operational processes to enable 180+ client launches and 150+ clinician onboardings, and contributed to 40% increase in overall company growth.- Monitored and analyzed KPI dashboards to identify workflow improvement opportunities, and introduced data-driven strategies to increase member retention and clinician satisfaction by 25%.

San Francisco, Ca

FORME is known for creating a personalized fitness experience through home fitness studios and live personal training. I was hired as the company's first customer-facing professional during the startup's seed-stage. Key Contributions: - Crafted and executed strategic customer support vision, and built all processes and infrastructure from pre-launch through go-to-market phase. - Managed relations with logistics, sales, IT, product, and engineering teams to scale support team policies and go-to-market SOPs.- Established 9-member support team through BPO partner, defined work order, maintained average CSAT of 86% across all support channels, and subsequently transitioned team fully in-house to save $25K in annual headcount costs.- Defined KPIs & SLAs to monitor and assess team success, and consistently attained 76% first contact resolution rate.- Attained 80% customer retention by driving new product roadmap features based on customer insights and feedback.

San Francisco, Ca

Vim is building a value-driven platform for aligning incentives and connecting patients with the best providers for their needs. In 2019, I was promoted from the Associate position to lead a team of 6. Key Contributions:- Collaborated with Executive Leadership to reduce team headcount costs by $500K per year through increased workflow efficiency and automations.- Increased team efficiency 20% by developing documentation for step-by-step guides, best practices, and quality audits.- Improved clinic & patient trends monitoring and resource allocation by utilizing Zendesk and Periscope for data-driven insights. - Partnered with Product and Growth teams to create training materials for 100+ providers and patients, and improved onboarding and adherence by 30%.- Facilitated workshops with Accounts and Sales teams to streamline product launch support plans for providers.- Improved customer engagement 10% by collecting and documenting feedback from 40+ clinics on Vim's tools.

San Francisco, Ca

In my earlier role with Vim, I delivered an exceptional customer experience by providing high-touch support through phone and email for 1M health plan members, clinic staff, and patients.Key Contributions:- Streamlined patient care by managing communications with healthcare and insurance providers, ensuring top service quality and efficiency.- Collaborated with team management to develop best practices, templates, and guides for omni-channel support in Zendesk.- Led the onboarding and training of 12 temporary staff, preparing them for peak periods.

San Francisco, Ca

A small clean energy advocacy foundation, Chambers for Innovation & Clean Energy built relationships with conservative business groups to lead the business case for renewable energy in local communities across the country. I delivered high-touch support for a 1,300-member network with new program inquiries, and co-managed vital projects. Key Contributions:- Optimized Salesforce for data integrity and boosted membership retention 20% by implementing best practices.- Co-managed project planning for 4 regional programs, oversaw work streams, and improved project completion rate by 15%.- Revolutionized grant management, contributed to $900K budget through strategic proposals, and increased funding by 40%.

San Francisco, Ca

To expand my experience working in the health and wellness space, I partnered one-on-one with over a dozen clients to build healthy lifestyle programs, both over the phone and in-person.Key Contributions:- Effectively used consulting, coaching, customer service, inside sales and aggressive phone skills to maximize revenues.- Strategically utilized reports to meet performance expectations, achieve goals and hit sales quotas.

Washington D.C.

NRDC works with communities, allies, and decision-makers at every level of government to advance policies that will yield deep cuts to carbon pollution and continue the fight against climate change. I was hired as a Program Associate in my early career. Key Contributions:- Co-led campaign to bring millennial generation's voice forward on environmental issues by authoring 37 blogs on company's online platform and leading calls to drive collaboration with relevant organizations.- Advocated for renewable energy by facilitating communication with local constituents, and enhanced public awareness 15%.- Managed all administrative processes for 9 Program Staff, including budget, calendar, and meeting management while optimizing team efficiency by 25%.

Wilmington, North Carolina Area