Lotus Notes Quality Manager
Resume:
Misty L. Reigle
Pickerington, Ohio 43147
Cell 614. 679.7974
Email:***************@*****.***
Objective: To use my 20+ years of Leadership experience in Customer Service to grow with an Innovative leader. To use my leadership, communication and organizational skills to enhance the quality of service provided to our customers and clients while providing an atmosphere conducive to the highest level of service. To work as both an individual and as part of a team to influence and facilitate different aspects of Customer Service/Client and Employee engagement.
Experience:
April 2016- Current
Fiserv. Cols, Ohio 43017
Operations Manager
Major Responsibilities:
Coaching and Development
Payroll/TimeKeeping/Attendance Record Keeping.
Manage escalated calls,
Hiring Events/Behavioral Interviewing
Disciplinary Action Plans
POC coverage for Call Center, Manager POC.
Creating, administering and facilitating performance and development plans as well as training.
Day to Day communication with senior leadership
●Emphasis on scheduling team work
●Ensuring Service Levels met- P&L, unit cost conscious.
●Process Improvement and Automation Design
●Flow Chart/Process Mapping Initiatives
●Conduct Client calls and facilitate calibration sessions
●Project Management
●Lead Client Calls on contractual agreements/services and ensure Client Satisfaction ● Risk Reduction
Jan. 2015- April 2016
PNC Cols, Ohio 43213
Team Leader/Supervisor Major Responsibilities:
Coach Team of Online Banking and Core Consultants using Precision Coaching of behaviors related to statistics, Key Metrics, CARES Behaviors. Conduct and facilitate call listening/SBS sessions
Payroll
Manage escalated calls
Hiring Events/Behavioral Interviewing
Disciplinary Action Plans
Act as Point of Contact for Call Center while on call on weekends
Creating, administering and facilitating performance and development plans Day to Day communication with senior leadership
Mar. 2007-Jan.2015.
Express Scripts (Formerly Medco) Dublin, Ohio 43217
Coverage Review Quality Manager Major Responsibilities:
Managing the day to day quality monitoring of 31+ employees, taking calls regarding Pharmacy benefits.
Trending and Reporting (i.e. AHT, queues, idle, service levels, etc…)
Payroll
Client call listening sessions (i.e BCBS) of MAS, WLP.
Work with Client team on Client Sample Case Packets for CMS guidelines
Ensure Client PG’s are being met
Ensure CMS guidelines were being met around TAT of Prior Authorizations
Creating, administering and facilitating performance and development plans
Trained/coached 31= employees
Day to Day communication with senior leadership
Draft, edit and proofread company communications regarding quality.
Partnered with Training to develop and write Standard Operating Procedures
Redesign the structure of new hire and the implementation of new ideas to continue to improve the training process.
Support the call floor by answer questions from CSR’s while walking the floor.
Facilitate the academy and coach the outliers to support the improvement of cost per contact, AHT, efficiency opportunities and transfer’s to Re/RTL.
Attend Medication Events Committee to determine why Medication events happen, how to eliminate them and to communicate the findings to the call floor.
Send weekly reports to the Line supervisors and Managers to communicate KPI and Statistical information for the team and Call Center.
Second Level review for Magic Mastery Submissions.
Education:
Columbus State: Concentration: Business 1988-1992: Franklin Heights High School
Accomplishments and Training:
Green Belt in Six Sigma- Process Improvement Project
Coach the Coach Certified
Lead and influence others with positive motivation.
Evaluate situations and solve problems based on facts.
Effectively communicate with staff, managers and customers.
Ability to learn quickly and to adjust to change seamlessly.
Strong Knowledge in Windows 10 Office Suite, Lotus Notes, PeopleSoft, ESD, CMS, NICE, NICE Engage, Citrix, Witness, Viewer, Outlook. ESD, Verint (Speech Analytics), c360, RTA, Skype, Office Communicator, IEX and Breeze, PeopleSoft. OneNote, Salesforce and Teams.
Excellent Problem Solving Skills Research and Data Analysis Attention to detail.
*References available ***************@*****.***
Contact this candidate