Kelsi Richard

Experience

• 

  Apple

  Nov 2013 - Mar 2016

  Technical Specialist

  Worked with a team of technical specialist to resolve physical and software issues on small devices. Refined skills such as: active listening, team collaboration, time management and meeting facilitation.

• 

  Unum

  Mar 2015 - now

  - Manage and lead business support team of 3 that is largely responsible for the successful enablement of the new dental and vision core administration platform. Team will provide process mapping, change management guidance and manage training process for entire dental and vision organization. - Aligning support resources with various business initiatives throughout the dental and vision organization. - Lead business area that is responsible for configuring new module to be deployed across various departments. Show less - Partnering with business areas to lead and deliver work on strategic transformation and growth projects.- Led project team in discovery, requirements gathering and implementation of large scale, multi- business area initiative. Initiative completion will include over 2000 client groups receiving improved service, quick enrollment and improved digital service. - Established new contact center team that handles all escalated issues for Brokers and Plan Administrators. - Created backlog solution that resulted in establishing a new claims centered team. The new solution resulted in a decrease in processing and turnaround time for Provider correspondence. - Analyzed data to gain to help inform decision for Provider Support department.- Facilitated trainings on Operations Management (huddles, formal problem solving, standard operating procedures, etc...)- Assisted in the training, configuration and deployment of process improvement data tracker for two operational departments. - Created standard documents to be used for project intake, scope agreement and project tracking for the Operational Effectiveness Team.- Led a team of 3 that were responsible for creating process maps, analyzing the maps and identifying gaps within the current processes for the dental and vision operational departments. Show less

  • Director of Operational Effectiveness

    Apr 2021 - now

  • Operational Effectiveness Consultant

    Mar 2019 - Apr 2021

  • Scrum Master

    Nov 2017 - Mar 2019

  • Technical Administrator

    Mar 2015 - Nov 2017