Kayli Laramore

Experience

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  Idle Hour Country Club

  Aug 2007 - Dec 2010

  “Just Us Girls” Camp Counselor, Leader & Instructor

  • Utilize Golf to Instill Confidence, Teach Values and Develop Life Skills• Introduce Young Girls to Golf Fundamentals

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  Florida Blue

  Jan 2011 - now

  • Serve as primary leader within the Orlando Contact Center• Operational responsibility for leadership and development of five Supervisors, and Junior Leaders (Seniors)• Drive Center and individual performance through strategic planning with statewide peers and OCC Leaders• Continue to foster a culture of member focus, through enhanced employee engagement and effective communication• Partner with Operations Managers to transition scope of work such as Pre-ACA, CRS and Written to balance workload and learn new lines of business• Implemented GROW coaching program to observe and provide feedback to Center leaders• Manage inventory and remove barriers to ensure first call resolution for our members• Ensure understanding and oversee achievement of operational goals and metrics. Show less • Identify areas of opportunity and implement strategy to increase and exceed metric goals; Call Quality, Customer Satisfaction, Schedule Adherence, Average Handle Time, FCR, MPS• Lead Supervisor in OCC for special projects, such as Pre-Certification, Asset Inventory and Repeat Caller Training• Work with Operations Managers to identify process improvement opportunities in areas such as Quality, Teleworking, Employee Engagement and CSAT Recognition• Coach employees on effective communication, maintaining a “Customer First” experience for our members• Complete continuous education and training for employee development, encouraging self-development for personal and professional growth• Work to decrease costs across the organization through Special Projects, allowing employees to gain additional experience in areas across the company• Monitor and review performance metrics on individual, team and site level Show less • Extensive knowledge and experience with Affordable Care Act and Medicare markets• Communicate with internal departments to problem solve member issues , ensuring one-touch resolution • Establish and execute Grassroots Marketing initiatives to drive daily foot traffic into the Retail Center- Increased traffic to second highest in Florida- Increased monthly events from an average of 2-3 to an average of 9-12• Monitor customer feedback to identify concerns and improve services, maximizing center metrics• Lead a team of 4 peers as Project Manager of CRM platform Salesforce overhaul• Established and executed Grassroots Marketing initiatives to drive traffic to Retail Center; increasing monthly events from an of 2-3 to 9-12, on average• Initiated and led bi-weekly meetings with my peers and other center leaders to share best practices • Regularly meet with local city and business leaders to organize event opportunities• Ensure the execution of planned corporate tactics by corporate teams• Create new relationships with businesses and municipalities throughout Central Florida Region• Contract and coordinate with local vendors for participation in Florida Blue events• Direct supervision, marketing and organizational direction for new Clermont in-line Retail Center• Provide detailed reports and analysis to superiors of all events carried out in-center and out-of-center• Update, revamp and re-launch Retail Center Toolkit, supporting seventeen locations• Creation and management of content for Social Media sites, such as Facebook and Twitter• Communicate with members about upcoming events through digital marketing on Constant Contact• Construct and oversee collateral for the center and events through SharePoint and Microsoft Office• Manage an annual $40,000 budget, to be used for events and Grassroots Marketing strategies• Initiate and lead bi-weekly meetings with my peers and other center leaders to share best-practices Show less • Managed, designed and supported tools used by internal agents (Salesforce, Five9, IST)• Utilized Web Content Management to update and maintain corporate and My Blue Service websites• Assisted with content creation and editing for Social Media sites such as Twitter and Youtube• Documented and resolved agent issues by utilizing different application tools (RBMS, Siebel, CIP, CMD)• Built a relationship with internal agents to foster lines of communication• Created and edited a newsletter to communicate updates and enhancements with agents• Developed and distributed training materials for Salesforce release into Retail Centers• Salesforce/Five9 liaison between agents and technical support• ABSS liaison between agents and IT support• Facilitated the resolution of issues between different business departments• Helped to train new users of Salesforce in the Retail Centers Show less

  • Senior Manager - Federal Employee Program

    Aug 2024 - now

  • Operations Manager

    Jul 2019 - Aug 2024

  • Member Contact Supervisor

    Sept 2017 - Jul 2019

  • Retail Center Marketing Specialist / Customer Service Advocate

    Aug 2011 - Sept 2017

  • Digital Engagement Marketing Intern

    Jan 2011 - Aug 2011