Misty L. Reigle

*** ********** ****** *****

Pickerington, Ohio 43147

Cell 614. 679.7974

Email:adnqm0@r.postjobfree.com

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 adnqm0@r.postjobfree.com

614-***-****

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