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Accomplished Customer Service and Sales Operations Executive with significant experience in Contact Center Management, Process Improvement, Training and Quality. Passionate about the customer, the customer experience, and the processes and people that serve them – have led countless business units from underperforming to high performing.Demonstrated success identifying and executing strategic business initiatives, delivering improvement to both customer satisfaction and the bottom line:•Transitioned organizations and processes to be customer focused and employee friendly•Designed and implemented web-based training, quality, knowledge and communications tools•Institutionalized reporting and trending of meaningful key metrics, eliciting specific service and customer behaviors •Built, developed and directed high performing “A” players and teams, enabled individuals to achieve consistently above expectations•Led teams of 150 – 450, supporting in excess of 8000 customer facing agents•Partnered start-ups of domestic and offshore business unitsSpecialties: •Customer Service•Contact Centers•Operational Leadership•Process Improvement•Change Management•Financial Analysis•Knowledge Tools•People Development•Offshore experience
Reynolds Retirement
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Adventurist And AthleteReynolds RetirementScottsdale, Az, Us
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Vice President - Contact CentersHumana Jan 2016 - PresentTransformation of Humana's Medicare & Medicaid Contact Centers leading unprecedented improvements in Customer Experience and contact efficiency. Utilizing a strategy of Eliminate, Automate and Optimize, focus on end-to-end decisions and operational processes across the organization impacting the members.
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Vp Contact Centers - Patient Services OptimizationExpress Scripts Oct 2010 - Apr 2013St. Louis, Mo, UsOversee and provide leadership for the optimization of enterprise wide Contact Center operational effectiveness. Planning and Resource Management of 10,000 company and partner contact center agents across +20 sites. Pharmaceutical Benefits Management, Coverage Determination, Retail to Mail conversion and Specialty. -
Operations ConsultantVomaris Innovations Aug 2009 - Sep 2010Start up medical bioengineering firm commercializing revolutionary bioelectric wound care device. Developed Strategic Business Plan, utilized to secure $5 million in Private Equity Investor funding within 90 days. Implemented sales and operational infrastructure including critical accounting reporting/control processes. Developed system requirements for Enterprise Resource Planning.
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Svp - Operations & Call CenterJpmorgan Chase 1996 - 2009New York, Ny, UsOver 12 years leading and developing Customer Experience professionals. Broad experience in complex, high volume (+80 million agent contacts annually), specialty skilled voice and email operations. Improved customer satisfaction results from 80% to 87% while improving processes and reducing costs by over 30%.Managed and motivated large yet lean teams continuously improving training, quality, customer experience and satisfaction, process improvement, change management, program management, communications, scorecard/incentive/recognition programs and site operations. •Designed and implemented critical customer facing system platforms and agent tools•Facilitated offshore start-up operations•Implemented large scale integrated quality monitoring and customer surveying•Integrated operations as a result of acquisition/mergers•Advised site/location analyses and facilitated start-up and take-down•Oversaw Web based training curriculums, assessments and measurement systems -
General Sales ManagerGte 1994 - 1996UsLocal Telephone Company in Dallas supporting Texas, Oklahoma, Louisiana and Arkansas. Provided sales, billing and service support for existing and new land lines, 800 numbers and telephone systems to both consumers and small business. Team recognized as national award winner for new systems sales. Delivered government regulated service level expectations at 90% in 10 seconds and negotiated Union contracts, while reducing expenses and improving sales 200%. -
Senior ManagerAmerican Express 1984 - 1994New York, Ny, UsStart-up team that took the American Express Corporate Card from 350 Cardmembers to over 2 million in 10 years. Managed many aspects of the business including; financial analysis, new account decisioning, credit portfolio management, customer service, merchant relations, new product development and the customer contact center.
Alyssa Reynolds Skills
Alyssa Reynolds Education Details
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Arizona State UniversityFinance -
Arizona State UniversityLiberal Arts
Frequently Asked Questions about Alyssa Reynolds
What company does Alyssa Reynolds work for?
Alyssa Reynolds works for Reynolds Retirement
What is Alyssa Reynolds's role at the current company?
Alyssa Reynolds's current role is Adventurist and Athlete.
What is Alyssa Reynolds's email address?
Alyssa Reynolds's email address is al****@****cox.net
What is Alyssa Reynolds's direct phone number?
Alyssa Reynolds's direct phone number is +131477*****
What schools did Alyssa Reynolds attend?
Alyssa Reynolds attended Arizona State University, Arizona State University.
What skills is Alyssa Reynolds known for?
Alyssa Reynolds has skills like Leadership, Program Management, Call Centers, Process Improvement, Start Ups, Change Management, Operations Management, Sales, Training, Customer Satisfaction, Vendor Management, Call Center.
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