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Meriam Kais
[open contact info](look above in the "contact info" section)

WORK EXPERIENCE

Commercial Insurance Remote

Head of customer service 2024 - Present

●​ Built the Customer Service department from the ground up — grew the team from 3 to
16+ employees, established four specialized divisions (Mainline, Endorsements, Claims,
and Cancellations), and created all structure, workflows, and accountability frameworks
from scratch.
●​ Scaled operations to handle 6,000+ monthly service requests and 800–1,000 inbound
calls while maintaining department-wide turnaround standards: COI issuance within 15
minutes, endorsements and claims within 24 hours, and cancellations within 12 hours.
●​ Authored the department's entire SOP library from zero, creating standardized
procedures that became the foundation for employee training, onboarding, and
operational consistency across all service functions.
●​ Designed and implemented weekly KPI reporting across all four teams, creating visibility
into productivity and service quality where none previously existed.
●​ Led Salesforce buildout for customer service operations — defined business
requirements, designed logic for 3 custom objects covering distinct operational
processes, and oversaw automation of manual workflows, resulting in faster case closure
and increased team capacity.
●​ Conducted operational audits that uncovered critical compliance and documentation
errors, implemented corrective controls, and established ongoing review processes to
prevent recurrence.
●​ Partnered with Sales, Accounting, HR, and Quality teams on cross-functional initiatives,
and collaborated with HR on role design, job descriptions, hiring, interviewing, and career
progression frameworks during a period of rapid organizational growth.
●​ Introduced client satisfaction measurement across the department, achieving a 92%
satisfaction rate — establishing a baseline for ongoing service quality accountability.
●​ Implemented operational rules and process changes that contributed directly to revenue
growth, aligning service operations with broader business objectives.

HealthJoy Remote | Chicago

Customer support team leader 2020 - 2024

●​ Led a team of 15 customer support representatives, providing coaching and mentorship to
enhance team performance and exceed key performance indicators.
●​ Developed new customer service strategies resulting in a 20% increase in customer
satisfaction ratings within the first quarter.
 ●​ Orchestrated and scheduled bi-weekly individual performance reviews to set clear objectives,
track progress, and deliver actionable feedback; accelerated team productivity by 25% and
increased employee retention by 10%.
●​ Collaborated with cross-functional teams to address customer concerns and resolve
escalated issues promptly and professionally.
●​ Implemented optimized shift schedules based on departmental necessities, ending in a 30%
increase in productivity and a 60% decrease in overtime costs.
●​ Proposed new customer service protocols that led to a 10% reduction in average call handling
time, while maintaining a 90% customer satisfaction rate.
●​ Conducted over 100 interviews with potential customer support representatives, leading to the
successful hiring of more than 50 agents within a three-month period.

HealthJoy Dnipro | Chicago

Customer support representative 2019 - 2020

●​ Conducted thorough research to identify suitable doctors, clinics, and healthcare facilities
tailored to meet specific member requirements and preferences.
●​ Engaged with members via telephone and chat platforms, providing personalized assistance
tailored to their needs, resulting in a 15% decrease in average handling time and a 30%
increase in first-call resolution rate.
●​ Proactively collaborated with members and healthcare providers through outbound calls,
facilitating appointment scheduling and addressing gaps in care.
●​ Educated members on benefits and coached on effective utilization strategies to maximize
benefits, resulting in a 10% decrease in claims denials.
●​ Efficiently addressed over 100 member requests weekly, resulting in a 90% customer
satisfaction rate and an average response time of under 30 minutes.

EDUCATION​
Kryvyi Rih State Pedagogical University Kryvyi Rih, Ukraine

B.S. in Philology, Teacher of German language and world literature

Core Competencies

●​ Operations Management & Team Scaling
●​ Department Buildout from Scratch
●​ SOP Design & Process Systematization
●​ KPI Development & Performance Reporting
●​ Process Auditing & Gap Analysis
●​ CRM Infrastructure (Salesforce)
●​ Remote Team Management
●​ FMCSA & US Insurance Operations