Gartner Expert

Kim Dans

Sr Director Analyst

Kim Dans is a Gartner Customer Service & Operations Analyst.

Previous experience

Ms. Dans has prior experience of CRM, omnichannel operations, claims, training, quality, workforce optimization, account management, project lead, vendor management, front end (data entry, ocr), escalations, state and federal primary contact for programs, products and audits.

Professional background

Virginia Premier Health Plan

Senior Director, Claims Customer Service

Weight Watchers International (WW)

Vice President, Contact Center & Member Experience

Horizon Blue Cross Blue Shield of New Jersey

Senior Director, Customer Service

Areas of coverage

CRM Strategy and Customer Experience

Customer Service and Support Technology

Multichannel Strategy and Design

Message and Channel Management

Strategy Function Leadership

Education

Bachelor of Arts, Muhlenberg College

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Top Issues That I Help Clients Address

1Operations Strategy, Support and Tactical Solutions

2Omni-Channel Operations (Design, Develop, Implement, Enhance)

3Enterprise Projects: Affordable Care, RFPs, Vendor Selection, Technology, CRM, etc.,

4Healthcare: Service, Provider, Facility, Operations, Federal/State Mandates

5People Management: