1. Kyle N. Nelson
720-233-6381
knelson1990.kn@gmail.com
Experience
CONVERGYS; RIO RANCHO, NM JUNE 2015 –PRESENT
I am currently doing Quality Assurance for Humana, with this I am making sure that the Agents are saying
all the legal Disclosures and Qualifiers to the customers that are Enrolling during the AEP. I coach the
Team Leads on their Agents, so they don't get any Section A's. I conduct call calibrations every week to
make sure all the Team Leads are on the same page with evaluating the Agents.
I was in the Training Department as an Associate Trainer for the Humana Project. I am training students
on the material for them to be able to get their State License to be able to sell or discuss Health and
Accident Insurance. With this role, I have been doing it since the project started in June 2016 until the
contract end which will be at the end of the year. I helped set up the program for the New Associate
Trainers to be able to pick up and start training the new classes. I would also train any of the class es that
needed the additional tries on passing the State Exam, and trained the Agents with their Continuing
Education to keep their License.
I was a part of the Apple Department as an Apple Advisor helping our customers with their iOS and MAC
Plus questions and concerns. I had been doing Floor walking since my month 2 on the production floor,
which in-tells that I am helping our new hires get a feel for the calls and our customer and helping them
understand the iOS and MAC+ products and services we provide for our client.
ANSWERING SOLUTIONS FOR FUNERAL SERVICES; RIO RANCHO, NM NOV. 2014- JUNE 2015
I was taking First Calls, so when a person would pass away, the nurse or family member would call the
Funeral Home they had the arrangements through and I would get the information and dispatch the
drivers to go pick up the deceased for the proper funeral homes.
ALLIANCE DATA; WESTMINSTER, CO FEB. 2012- JULY 2014
I was a Private Label Credit Card Rep, as well as New Accounts, Authorizations. I would help customers
with their questions about their billing, interest, setting up new credit cards, or helping store auth. The
purchases the customer was making. The company would also work with third party companies to sell
their credit card add on programs. In the team, I would help out my supervisor with organizing stats and
giving the recognition for the advisors. I would also give the team motivational emails every day.
DISH NETWORK; WESTMINSTER, CO OCT. 2011- FEB. 2012
With Dish Network, I would help customer with their billing, change their programing and cancel their
services if they wanted. I was also a part of the retention department to save the customers. We were
also expected to up sell on our programing additional programming or movie rentals.
Education
Rio Rancho High School, Graduated 2008
CNM; Secondary Education 2008 - 2010 (uncompleted)
New Mexico Health & Accident Insurance License
AHIP Certified
PDP Certified

2. Skills
I am proficient in Microsoft Windows in Excel, Word, and PowerPoint and in Mac OX in Keynote,
Numbers, and Pages
I am a very organized person with being able to get everything done in a timely manner.
I am very attention to detail with anything that I have to complete.
Great at keeping morale and inspiring co-workers.
I am very productive in a high volume, and always changing environment.