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 (retired)
Strategy Function Leadership
Education
Bachelor of Arts, Muhlenberg College
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: