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Andrew Henry is a Senior Commercial Operations Workforce Management and Performance Analyst at Blue Cross Blue Shield of Kansas City, where responsibilities include leading, training, and advising data analysts and workforce management specialists within the CX department to enhance operational performance. Andrew employs large language models for speech-to-text analysis to identify issues and trends in contact center operations. Previous roles at Blue Cross Blue Shield included troubleshooting claims as a Nasco Claims Specialist and handling billing for small groups as a Small Group Billing Specialist. Additionally, Andrew has experience in sales with Vector Marketing and as an Account Manager at Wells Fargo. Andrew holds an MBA in Finance from Avila University and a BS in Business Administration and Management from Benedictine College.