Kristi Miller, Ms, Acsm-Cep, Nbc-Hwc, Cdces Email & Phone Number

XP Health is a digital-first vision platform focused on eye exams and eyewear that uses customer-centric design and technology to be more affordable, accessible, and provide a better member experience. XP Health was founded to combat the often confusing, expensive, and frustrating experiences common with vision insurance. The company was named to Fast Company’s list of “The World's Most Innovative Companies,” and in 2022 expanded from 30 to 1500+ customers. - Lead, mentor, and inspire a high-performing team of 9, including 6 Member Experience Specialists, 2 Senior Member Experience Specialists, and 1 Operations Technician (Level 3), to deliver exceptional support and drive business goals.- Elevated CSAT to consistently over 90% within the first 3 months, reinforcing member satisfaction and loyalty.- Improved live message response rates from 50% to 100% within 45 seconds within the first 3 months, reducing wait times and enhancing real-time support quality. - Initiated and executed knowledge base updates, increasing self-service resolution rates from 6% to 35%, deflecting 250 tickets monthly and driving operational efficiency through improved member access to information.- Optimized Zendesk platform usage to streamline ticket handling, automate processes, and produce actionable insights, resulting in efficient ticket resolution and impactful reporting.- Spearheaded cross-functional collaboration with Sales, Marketing, Lab, and P&E teams to ensure a cohesive and seamless member experience across touchpoints.- Developed and upheld rigorous QA processes, ensuring consistency and quality in member interactions through systematic monitoring, feedback, and targeted improvement strategies.- Launched and maintained a comprehensive training program to onboard and continually upskill team members, fostering growth and adaptability to evolving support demands.

The mission of ElevateCX® has always been to share wisdom and encourage folks to pursue a career in customer experience: support, success, knowledge management, or product. Our community members and speakers are decision-makers in their industry, career support practitioners, thought leaders, Customer Support Managers, Directors of CX, Heads of Support, Customer Advocates, and even QA and Documentation Specialists.

Support Driven is an online community of more than 13,000 members who care deeply about support. We ask questions, share expertise, and help each other via the Support Driven Slack, supportdriven.com, and at events like SD Expo and SD Leadership Summit (formerly SUPCONF events).

- Supervised, coached, and inspired a team of 12 Member Quality Specialists including overseeing daily quality management operations including workflows, processes, competencies, staffing models, and metrics. - Acted as clinical subject matter expert on member and product issues impacting customer relationships, satisfaction and retention.- Monitored and evaluated member interactions to ensure high-quality performance, compliance and member experience. - Managed member and complaint reporting on a weekly, monthly, and quarterly basis.- Improved Medical Device Reporting submission rates from 65% to 100% within the first 3 months, ensuring timely complaint handling per regulatory requirements and service level agreements.- Reduced team error rate from 15% to below the company benchmark of 10% within the first 3 months. - Managed, developed and maintained clinical policies and guidelines to support Member Quality Department Objectives.- Created and implemented department-wide onboarding and training guides.- Served as main point of contact for grievance and client services team, anticipating and resolving customer conflicts with empathy and understanding.

- First Mental Health Coach to fully support new product launch to members.- Mental Health Coach delivering and empowering members with innovative self-care resources to manage and overcome challenges with depression, anxiety stress, substance use disorder, chronic pain, and sleep.- CDCES Coach providing 1:1 whole-person health coaching to foster and develop positive relationships, and promote healthy, sustainable lifestyle changes that impact clinical outcomes.- Supported design, delivery, and ongoing updates and improvements to existing clinical and coach training content, procedures, processes, best practices and resources to ensure clinical accuracy, alignment with product changes, quality monitoring initiatives, growth and scaling.- Worked closely with engineers, designers, and clinical experts to iterate new and better solutions for the members and customers.

- CDCES Coach providing 1:1 whole-person health coaching to foster and develop positive relationships, and promote healthy, sustainable lifestyle changes that impact clinical outcomes.- CDCES / DRS Knowledge Share Program Mentor to provide diabetes specific knowledge and support to new hire coaches.- Involved with program and process development, coach training, resource creation, and mentoring resulting in improved member experience.

- Diabetes Response Specialist responsible for responding to, counseling, and educating members living with diabetes to assist with maintenance and control of recommended glucose targets.- Shift Coordinator to act as the point person to help support all coaches on shift and coordinate the shared functions of the alert operation.- DRS New Hire Mentor to provide guidance and support to new hire coaches.

Missoula, Montana

- Specialized in orthopedic rehabilitation, cardiac and pulmonary rehabilitation, functional strength training, endurance training, weight loss, and disease risk factor modification.- Certified Spinning Instructor with experience in instructing multiple types of cycling classes.

Port Angeles, Wa

- Performed the exercise assessment, exercise prescription, and exercise progression for Phase II cardiac and pulmonary rehabilitation patients.- Developed department sub-maximal exercise testing protocol and trained staff on appropriate procedure.

Meridian, Idaho

- Case Manager for Phase II cardiac rehabilitation patients.- Developed department stress testing laboratory; assisted in criterion checklists, protocols and policy reviews, and created staff educational resources.

Meridian, Idaho

- Case manager of cardiac and pulmonary rehabilitation Phase III patients, assisting them in their rehabilitation program, and implementing exercise prescription and exercise progressions.- Performed the initial intake and evaluation on new patients by taking them through several baseline clinical exercise tests.

Boise, Idaho

- Managed all undergraduate Exercise Science majors internship coordination.- Strategized and oversaw undergraduate student advisement.- Performed research in the Human Performance Lab in the Kinesiology Department.- Assisted with the Older Adults Strength and Conditioning Program.

Boise, Idaho

- Specialties included; orthopedic rehabilitation, functional strength training, sport specific training, core training, athletic training, and basketball.

Bellevue, Washington

- Professional Personal Trainer as well as a member of the Assessment Team.- Specialties included; orthopedic rehabilitation, functional strength training, sport specific training, core training, athletic training, and basketball. - Performed the initial, during, and final assessments for the clients in the 20/20 Lifestyles program.

Boise, Idaho

- Assisted the Physical Therapists with the patients performing various exercises and treatment modalities in an orthopedic setting.

Master'S Degree, Exercise And Sport Studies - Biophysical Emphasis

Bachelor'S Degree, Exercise Science - Fitness Evaluation And Programming Emphasis