Beth Ann Reagan Email & Phone Number

- Managed inbound call center team of approximately 100 representatives, achieving a SLA of 90% of calls in 30 seconds or less for three consecutive years, a distinction from all other teams.- Conducted training for new hires to learn the nuances of client’s benefit plans. Responsible for creating the training material and conducting class working with the L&D department. - Facilitated call simulations for new hires, ensuring that their call techniques met the quality that our business and clients expect and that their knowledge of the client’s benefit plans was accurate.- Created SMART goals with employees and met quarterly to discuss progress on meeting goals and any adjustments or assistance they may need in order to be successful.- Responsible for managing the knowledge ware used by representatives, ensuring information was current and archiving old benefit plan rules and information for historical plan documentation. - Member of Operational Excellence Team which reviewed organization’s administrative procedures and made recommendations to senior management for process and system improvement opportunities.- Designed a new product offering for the company by facilitating the development of a call routing process that automated the identification of VIP callers.- Facilitated the development of an internal database that enabled senior administrators to enter performance scores for pension calculations, enabling the generation of reports that provided data on an individual’s performance of pension calculations to allow better resource management in the assignment of more challenging calculations and identifying where additional training was needed.- Wrote business requirements for PIN creation and authentication for client’s benefit sites. Included the need to generate an email to customers for any changes being made to ensure security, and the creation of personal challenge questions for customers to choose to make PIN reset easy and secure. - Created and maintained business/functional requirements that captured the needs of the pension system users with recommendations of possible solutions that could be considered for implementation. Ensured revision history is captured as requirements changed due to system limitations and/or refinement of needs. - Designed user acceptance test plans that included scenarios that verified that the code being moved into the production environment met the business requirements. Also developed and managed regression test scenarios to verify that existing code was not negatively impacted.

Listed skills include Leadership, Customer Experience, Trello, Consulting, and 41 others.

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  Senior Functional Analyst

  Willis Towers Watson

  Aug 1996 - Nov 2016 - Cherry Hill, Nj

  - Worked and lived in an environment where all inbound and outbound communications were managed by the company, including but not limited to electronic media, publications, and information on phone. - Used as a subject study to inform the customer experience of various events, including but not limited to navigation of the hospital experience for pregnancy and terminal illness, diagnosis and treatment of gestational diabetes, elementary education and the ability to improve outcomes for children and witness impact in homes when parents have not received any direction from the school. - The information gathered from observing me and my family in various locations outside of the office environment enabled the company to expand and grow their consulting/sales with the various organizations on how they could improve their operations and better serve their patients/parents/customers. - $3+ million in revenue generated within existing accounts by working closely with my clients and utilizing my teams’ knowledge to identify opportunities where our services will provide value to their organizations. - $5+ million in pre-sales interest generated for a global HRM company through the creation of a new software product which was ultimately copyrighted and won a distinguished award in their market. - Saved hundreds of development hours and related costs for financial institutions, managing multiple projects for usability testing of their website that helped them focus on designs that worked.- 87% increase of visits to redesigned e-commerce sites for a pharmaceutical company, working with their IT, creative agencies, marketing, nursing and legal departments. Collaborated with client’s IT and their vendors to create a MVP to meet a critical marketing release date. - Over 80% profitability margin annually for all projects, delivering projects on time and within budget while also ensuring deliverables were of the best quality that our business’ reputation is built on.

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  Rowan University

  Communications