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Kelsey VanHook is an experienced operations and team leader with a strong background in managing remote teams and enhancing performance through metrics and goal setting. Currently serving as Operations Team Lead II at Alma since December 2022, Kelsey leads a team of 11 associates. Prior to this role, Kelsey was Associate Product Support Manager at J. J. Keller & Associates, Inc., where a Business Process Improvement initiative was implemented to boost data analysis and reporting. Kelsey's earlier experience at Blackboard includes positions as Call Center Supervisor, Training Facilitator, and Call Center Representative, with responsibilities ranging from managing technical support representatives to providing new hire training in various roles. Kelsey holds a Certificate and a Technical Certificate in Business Administration from Ivy Tech Community College, completing studies in 2021 and 2022.