Reach Partners is a rapidly growing, woman-owned management consulting firm serving global organizations, across the public and private sectors. Reach helps organizations Transform for Results. We work closely with our clients to deliver measurable and sustainable results, no matter where they are in their journey of crisis management or digital transformation. Our methodologies are rooted in powerful storytelling and roadmapping to help clients operationalize their digital strategies and build sustainable results in an agile marketplace.The Reach team comprises prior sitting CEOs, CIOs, CFOs, and Senior Leaders, with decades of transformational experience. Our staff are trained SCRUM Masters, Product Owners, PROSCI-certified Change leaders, and more. We are deep in both Business and Technology subject matter expertise, helping you to adopt modern technologies.We leave our clients better than when we found them. We challenge ourselves and our Clients to: Dare to Do Better. Be Better.

Set, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.Devised, deployed, and monitored processes to boost long-term business success and increase profit levelsGenerated comprehensive reports regarding incidents, events, and important business matters.

• Supervise the activities of the customer experience team to ensure their interaction with customers reflect positively on the company• Monitor the activities of the customer experience team to ensure compliance with acceptable standards of customer service

Created a highly successful Quality Assurance department that consistently exceeded stretch goals for all quality metrics.Established key process indicators (KPI’s) and implemented preventive and corrective actions to eliminate the root causes of poor quality and delivery problems.Developed teams to identify process deficiencies which led to manufacturing quality improvements of more than 40% and significant productivity increases.

Worked collaboratively with business process owners, development, business architecture and data migration teams, and operations management and staff to analyze and document business requirements, document and communicate functional specifications, and deliver screen prototypes, report prototypes, and working business functionality for an enterprise-wide consolidation of three legacy systems.

Led and developed a team of 5 supervisors and 60 agents to maintain and build customer base through excellent service delivery in all area functions. Responsible for the day-to-day operations, coaching and development of a cross site team of representatives whose primary function is to provide high quality customer service by responding to both telephone and email inquiries, investigating requests and resolving problems.