Kellee Hardiman Glover
Indianapolis
Summary
Operations professional with significant experience driving customer satisfaction and efficiency improvements. Skilled in process optimization, team leadership, and strategic planning. Strong focus on collaboration and adaptability, ensuring seamless operations and high-quality service delivery. Known for problem-solving abilities and effective communication.
Overview
24
24
years of professional experience
Work History
Workforce Management Analyst II
Anthem
06.2014 - 04.2025
- Mentored junior analysts on best practices in workforce management analytics techniques.
- Created custom reports to track team performance, enabling informed decision-making and targeted interventions.
- Enhanced productivity with streamlined processes for staff allocation and workload management.
- Coordinated closely with department heads to align workforce needs with business objectives.
Operations Expert
Anthem
02.2011 - 06.2014
- Collaborated with cross-functional teams to develop innovative solutions for complex operational challenges.
- Led high-performing teams to consistently achieve or surpass established targets, fostering a culture of accountability and excellence.
- Championed continuous improvement efforts within the organization, instilling a culture that valued adaptability and embraced change.
- Identified areas for improvement through regular audits, recommending process enhancements that ultimately led to increased profitability.
Customer Care Manager
Anthem
08.2007 - 02.2011
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Established effective communication channels, fostering strong relationships between team members and departments.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Supervised daily operations, customer satisfaction, and employee productivity.
Operations Expert
Anthem
10.2004 - 08.2007
Customer Service Representative
Anthem
08.2001 - 10.2004
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
No Degree - Human Resource Management
Marian University
Indianapolis, INSkills
- Scheduling optimization
- Workforce planning
- Customer empathy
- Adaptability and flexibility
- Staff development
- Teamwork and collaboration
- Customer service
- Problem-solving
Timeline
Workforce Management Analyst II
Anthem
06.2014 - 04.2025
Operations Expert
Anthem
02.2011 - 06.2014
Customer Care Manager
Anthem
08.2007 - 02.2011
Operations Expert
Anthem
10.2004 - 08.2007
Customer Service Representative
Anthem
08.2001 - 10.2004
No Degree - Human Resource Management
Marian University
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