Kelli Horochov

About Kelli Horochov

I am a compassionate leader who serves both customers and colleagues by showing up authentically, empowering individuals and teams to take action, and making decisions that achieve value-added and consistent results.As a Director of Customer Experience, I lead a team responsible for process and policy implementation to our contact centers. I bring a potent mix of program and process management, care delivery, and leadership expertise. My success stems from strong leadership skills and a focus on others’ success. The most rewarding part of my job is helping individuals reach their full potential by leveraging their unique strengths, differentiators, and ability to pay it forward to our organization.Initially joining Humana as a Pharmacy Trainer, I quickly moved on to Pharmacy Operations Project Manager and progressed through Process Owner and Program Manager – Care Delivery roles before taking on my current position. I have been fortunate to work on hundreds of projects and have seen Humana evolve from a health insurance company into an integrated care company focused on its members\' overall well-being. KEY STRENGTHS- I am energized by solving problems. I love taking disorganization and regaining control by analyzing symptoms, identifying what went wrong, and collaborating to find solutions- Commended for my ability to put challenges into perspective and keep projects on track, I identify risks and address gaps- Because of my reputation for getting things done, I have been asked to lead numerous projects. While I hold a high level of commitment from my team, direct reports have told me they feel more fulfilled when they are pushed to take ownership and work together to accomplish shared objectives- I serve as a steady force as we gather data, prioritize projects/tasks, and evaluate criteria used for execution- I look to learn each individual’s talents, help others be heard, and build consensus so we can collaborate and move forward. Throughout my career, I have taken great pride in developing and implementing key processes and programs that turn plans into action. I am happy to connect here on LinkedIn or email me at k••••••••@gmail.com.

Experience

1. Director Customer Experience

   Humana

   Nov 2022 — Present · Green Bay, WI, US

Education

• Concordia University-Wisconsin

  Bachelor of Business Administration (BBA), Business

  2000 — 2013

Skills

• Business Process Improvement
• Business Analysis
• Change Management
• Vendor Management
• Microsoft Excel
• Process Improvement
• Team Building
• Management
• Customer Service
• Insurance
• Program Management
• Strategic Planning
• Leadership
• Training
• Project Management
• Health Insurance