Kecia Bell

Kecia Bell PROFESSIONAL SUMMARY Customer Service and Account Management professional with 20+ years of experience assisting members with benefits, eligibility, claims, coverage issues, and policy clarification across Medicare Advantage, Medigap, and Part D plans. Skilled in resolving complex inquiries, navigating health plan systems, communicating with providers, and supporting members through enrollment, billing questions, appeals, and service recovery. Strong background in AI research, robotics, automation technology, and hands-on support for technology deployments. Emphasizes training, customer success, client satisfaction, retention strategies, and the ability to adapt communication skills to healthcare and technology environments. Experienced in sales‑adjacent environments requiring engagement strategies, upselling awareness, and goal alignment. CUSTOMER SERVICE & TECHNOLOGY COMPETENCIES • Medicare Advantage • Medigap • Part D • AI Research & Automation Technology • Robotics & Technology Deployment Support • Member Services & Patient Support • Claims, Benefits, Eligibility & Coverage Clarification • Prior Authorization & Provider Coordination • Complex Call Handling & Benefits Navigation • CMS Compliance • PHI Protection • HIPAA Standards • Appeals, Grievances & Service Recovery • Case Documentation & Health Plan Systems • Customer Success • Client Retention Strategies • Training Delivery • Technology Adoption Support • Cross-Functional Collaboration (Health Plans, Facilities, Providers) PROFESSIONAL EXPERIENCE Senior Account Success Manager & Training Manager-Producer — Prosci | Remote - Delivered hands-on support for AI and automation tools during deployment phases for client organizations. - Conducted AI research and contributed to Prosci’s Kaiya AI tool, supporting development and testing for operational use cases. - Performed in-depth needs assessments to align training solutions with client goals, driving strategic upselling and cross-selling opportunities across multiple product lines. - Analyzed learner performance metrics and operational trends to uncover opportunities for upselling and cross-selling training programs, contributing to improved revenue and retention outcomes. - Enhanced customer satisfaction and retention through proactive communication, education, and personalized support. - Trained clients and internal teams on healthcare communication, Medicare products, learning modules, and system usage. - Evaluated member data and system information to determine the appropriate course of action, ensuring compliance with CMS and organizational standards. - Resolved grievances, coordinated service recovery, and ensured documentation accuracy. - Protected PHI and adhered to HIPAA requirements and the organization’s Principles of Responsibility. National Recruiting Service Manager — BCD Travel | Remote Call center and Sales Staffing Support • Client Service Support • Business Development Support - Supported national clients, including healthcare organizations, by addressing staffing-related issues and operational challenges. - Developed and executed targeted sales strategies, building a strong pipeline of qualified leads and securing new business through consultative selling and relationship management. – - Supported Medicare and health insurance clients by managing benefit-related questions, policy clarifications, and system navigation. - Improved customer satisfaction through enhanced communication workflows and faster response times. - Provided support in technology adoption and troubleshooting for scheduling, staffing platforms, and automation-based processes. - Assisted in environments requiring sales awareness, engagement strategies, and performance goal alignment. Optimized sales processes, monitored KPIs, and leveraged analytics to improve forecasting accuracy, shorten sales cycles, and enhance overall sales performance. Owner & Executive Director — APK Recruiting, LLC / A Promise Kept Outreach | Georgia Community Health Support • Medicare Benefits Education • Technology Support - Provided guidance to individuals navigating Medicare options, coverage decisions, billing questions, and resource access. - Delivered compassionate support to vulnerable populations, including seniors and underserved communities. - Assisted clients with digital tools, online applications, and automated resource platforms. - Handled incoming member inquiries, resolved coverage questions, and coordinated solutions with partner agencies. - Led outreach initiatives requiring strong client engagement and retention strategies. EDUCATION B.A., Communications — Johnson C. Smith University CERTIFICATIONS • Change Management Certification • Diversity Recruiting Certification • FinTech Certification