Russell Kirby

About Russell Kirby

In my 12 year career spanning across call center operations and customer experience, banking technology and innovation, classroom facilitation, enterprise cloud software sales, account/relationship management and analysis of operations data streams, I have learned to adapt to new environments and absorb knowledge at the speed of business. With a consistent and optimistic drive, I feel that I can truly accomplish anything, given the right tools and resources. Let me help you to accomplish your talent acquisition dreams by being the best employee I possibly can for your organization.

Experience

1. Real-time Analyst

   Medica

   Aug 2019 — Present

   As a real-time analyst, I manage the schedules and operations of an entire call center across 5 lines of business. I facilitate the organization and creation of on and off-phone activity, as well as analyze call volume and data in real time. I contribute to each member getting their health insurance questions answered through my analysis and management of volume trends and managerial decision making intra-day, helping to make Medica the Trusted Heath Plan of Choice for millions of members.

Education

• Boston University

  Master’s Degree, Banking and Financial Services Management

  2012 — 2014

• Benilde St. Margarets

  High School

  2001 — 2005

• Metropolitan State University

  Bachelor’s Degree, Business Administration and Management, General

  2006 — 2010