Lucia Reach, Mba, Pmp Email & Phone Number

Minneapolis, Minnesota

* Responsible for managing the successful execution of business / operations projects, including change management efforts to ensure successful launch and adoption of new systems and processes.

Edina, MN

* Managed a two-year billing program to implement new billing software. Project involved 60+ internal and external project team members on several agile teams. Created agenda and presentations for monthly project team and steering committee meetings.* Utilized product backlogs sprint planning, daily scrums, sprint reviews, and retrospectives for agile.

* Managed 4-8 projects at a time, from initiation to close-out. Collaborated with project sponsors to create business cases, including cost benefit analyses and ROI> Presented business cases for approval by Corporate Project Steering Committee.* Developed project plans and timelines. Tracked progress of projects against cost and schedule baselines..

* Created and implemented plan to consolidate all customer service processes from underwriting, billing, and help desk into a centralized call center. Collaborated with management from all areas to plan implementation and transition. Designed call flow including changing prompts on several incoming phone numbers, writing new scripts for greetings, and.

• Managed staffing, training, scheduling, budgets, and service provided by the Customer Care, Technical Support, Manufacturing / Audiology services, Consumer Relations, and Order Entry departments.
• Initiated Customer Experience Team, a cross-section of department representatives, who meet to review recent customer experiences and prioritize potential projects designed to improve the customer experience and result.
• Reduced the Order Entry error rate from 9% to 3% within 60 days while maintaining productivity level of 19 orders per hour.
• Improved accuracy and customer experience by aligning the employees with individual brands.
• Improved customer experience by decreasing Average Speed of Answer on incoming calls from 30 seconds to 12 seconds.
• Eliminated transfers on 50% of incoming calls and reduced payroll costs by $150K annually by redesigning the call flow.

• Responsible for all aspects of Order Processing, Customer Service, and General Office departments. Direct reports included one Call Center Manager, one forecast/schedule coordinator, seven supervisors.
• Led workforce management including forecasting customer service call volume and mail, fax, web order volume. Scheduled and hired for three sites.
• Planned staffing and training needs for system conversion. Participated in post-conversion team with primary responsibility for improvement of productivity. Reduced handle time from 10 minutes to 6 minutes within 90.
• Collaborated with telecom service provider. Implemented redesign of prompts, on-hold messages, and reporting.
• Coordinated communication of policies and procedures with other call centers to ensure consistent customer service.

• Responsible for scheduling of 10 call centers, traffic desk, call routing, and forecasting for 40 clients
• Analyzed historical reports and real-time call arrivals in order to meet service level and financial goals. Supervised 14 direct reports at corporate offices and one direct report at each call center.
• Converted scheduling to Blue Pumpkin.

• Managed Reservations Call Center handling multiple brands, including TransGlobal Vacations, FunJet Vacations, Sun Country Airlines, and Sun Country Vacations.
• Expanded reservations staff from a size of 40 agents and one manager to 170 agents, 12 supervisors, two trainers, one operations coordinator, and two managers in a nine-month time span. Coordinated all hiring.
• Increased calls handled from 1000 to 5000 calls daily. Expansion efforts included adding inbound call volume from four additional business units, specialized help desk lines, and a group reservations department.
• Facilitated transition of Sun Country reservations to Sabre reservations system. Met with airline consultants, Sun Country management, and Sabre training staff to discuss and plan for necessary changes in processes due.

• Managed daily operations of an inbound 24-hour call center, achievement of departmental goals and objectives, and meeting budget requirements.
• Developed scripting and application of voice response unit. Worked closely with programmers during development stages. Monitored performance of voice response unit; analyzed reports and recommended enhancements.
• Outsourced order entry call volume and processes by managing the communication, training, staffing, and productivity of 250-300 representatives at West Teleservices, Baton Rouge. Managed forecasting and analysis of.
• Created employee incentive plans to increase add-on sales and fill understaffed hours.
• Managed supervisory staff and 300+ call center representatives. Trained and developed supervisors to operate their shift effectively. Developed a Call Center Management Resource Manual to ensure policies and procedures.

Mba, General Business Administration

Bba, Management And Marketing