Marissa Zynda Email & Phone Number

Kansas City, Missouri, United States

• Prioritized a high-volume workload with fluctuating deadlines for call audit completion while multitasking PSR chat and call support and managing specialized trial and review requests from high level management
• Directed numerous meetings and training sessions including implementation of a new call audit process introduced to my immediate supervisors, peers, and operations leadership
• Selected to lead the Program Champion project to promote available resources, teach processes to reduce caller distress, and new coaching initiatives among company leadership
• Constructed spreadsheets, graphs, resources, and activities that help track and emphasize the importance of call quality, company procedure, and customer-focused behaviors

Kansas City, Missouri, United States

• Identified among PSRs room for improvement or need for additional training as well as tracked and coached to their individual call stats and quality progress
• Built Excel reports that track team progress and trained my peers how to utilize these reports
• Assisted to de-escalate and expedite calls that required supervisory intervention
• Built meeting agendas, organized, and directed team meetings to ensure clear communication regarding contract or procedural changes
• Worked alongside the training department to create resources and lead classes of trainees
• Oversaw employees after training which facilitated in trainee stats improving by over 30%

Kansas City, Missouri, United States

• Prioritized and maintained a HIPAA safe, outbound call flow to both veteran patients and contracted providers in order to assist in managing healthcare appointments
• Prioritized work alongside specialized projects that improved production and rapport with various VA Medical Centers
• Chosen to participate in urgent projects, requiring cross training, with a goal to quickly reduce the backlogged workload of other onsite and offsite departments
• Resolved complex, flawed, and urgent appointment requests as well as questions and concerns among teammates as a Subject Matter Expert

St Joseph, Missouri, United States

• Documented patient diagnoses utilizing ICD codes, directions of use for medications, and all else pertinent via computer systems and knowledge of medical terminology
• Completed prior authorizations for name brand and generic medications with medical professionals via maintaining inbound and outbound phone calls while abiding HIPAA safe processes
• Assisted teammates to resolve complex issues, improve team stats, and de-escalate calls from distressed patients and providers
• Regularly met with leadership to ensure individual and overall team quality progress
• Focused team attention on the most common missed standard, guideline, or procedure while creating solution goals for quality improvements

St Joseph, Missouri, United States

• Managed, coached, and trained employees in quality safe food preparation, customer service, and workflow
• Selected to supervise and evaluate a problem store within the regional company district
• Multitasked shift responsibilities while maintaining supply orders, a store quality outline, employee schedule, and inventory via multiple computer programs including Excel

St Joseph, Missouri, United States

• Hired, trained, coached, and coordinated both front-of-house and back-of-house staff teams
• Organized profit driven store competitions, meetings, and events to increase sales, emphasize the importance of customer loyalty, and improve quality of service
• Resolved confrontations among employees and any customer concerns that required supervisory intervention while managing a million dollar, fast-paced store location
• Scheduled available staff to ensure adequate coverage as well as proper opening and closing procedures could be completed effectively and on time

Emt Passport Of Excellence, Emergency Medical Services

General Studies

Graduated High School year of 2008