> status --check
I'm Ryan Feller — a Business Solutions Engineer Sr. at Elevance Health, currently the formally assigned Project Manager on our dedicated AI team leading the rollout of an agentic AI IVR system. I act as subject matter expert on our voice automation platform, bridging technical implementation with the operational realities of the teams and members who depend on it.
I started at Anthem Blue Cross Blue Shield in 2009 and spent a decade in member services, becoming Member Services Manager Sr. in 2013. Delivered a 226-second AHT reduction in four months while maintaining quality, and built a coaching culture that measurably improved engagement.
In 2023, promoted to Business Change Manager, leading a Digital Voice Assistant rollout for member services. Now a Business Solutions Engineer Sr., still managing the people side of transformation as much as the technical side — stakeholder alignment, process redesign, and making sure new AI-driven systems get adopted, not just deployed.
Outside of work, I'm building — AI tools, automation workflows, web apps, and weird experiments. Pursuing a Bachelor of Technology in Information Technology at Colorado Technical University. I apply Lean Six Sigma thinking to everything, including my own code.
226s
AHT reduction
> degree: Bachelor of Technology, IT
> school: Colorado Technical University
> timeline: 2026 – 2028
> status: in progress
> Lean Six Sigma Yellow Belt
> CURES Program — Elevance Health
Operations Expert, Survey & First Call Resolution
Focused on first call resolution and survey performance across the member services operation.
Member Services Manager Sr.
Managed member services operations for a decade, including a 226-second reduction in average handle time within four months while maintaining service quality, and building a coaching culture that improved engagement across teams.
Lean Six Sigma & Process Improvement
Earned Lean Six Sigma Yellow Belt certification and completed the CURES program at Elevance Health. Applied data-driven improvement methodologies to operational challenges across healthcare services.
Business Change Manager, Elevance Health
Promoted to Business Change Manager, leading enterprise change initiatives focused on operational efficiency and member experience. Directed a Digital Voice Assistant transformation for member services.
Building with AI & Shipping Projects
Actively building AI tools, automation workflows, and software products. Exploring vibe coding, agent frameworks, and the intersection of business strategy and technology.
Bachelor of Technology, Information Technology
Started a Bachelor of Technology in Information Technology at Colorado Technical University, building formal technical foundations alongside practical experience in AI implementation and automation.
Business Solutions Engineer Sr., Elevance Health
Serving as the formally assigned Project Manager on Elevance's dedicated AI team, leading the rollout of an agentic AI IVR system. Acts as subject matter expert on the voice automation platform, bridging technical implementation with the operational realities of the teams and members who depend on it.
Active Experiments
View LabProject Spotlight
Change Impact Dashboard
A real-time dashboard that visualizes the impact of organizational changes across teams and processes.