Marsha Reyes, Mba, Csm®, Cspo® Email & Phone Number

St. Louis, MO, US

St. Louis, MO, US

Saint Louis, MO, US

• Provided leadership internally to convey policy changes and performance results, organize special programs, and facilitated annual customer service conferences.
• Operational documentation: Produces clear and concise documentation. Retrieves, organizes, analyzes, and synthesizes complex subject matter and validates operational readiness through the use of this documentation.
• Review and approve documentation supporting the processes and procedures to be utilized in these centers, testing all aspects of systems and agent readiness, validating operating assumptions, and assisting in the.
• Coordinate with Product Owners and Product Managers to ensure that assigned centers are fully prepared to support products and service offerings.
• Works closely with outsourced vendor relationships managers to resolve open items pertaining to operational readiness.
• Meet Service Level metrics and Quality targets for call center.

Saint Louis, MO, US

• People Management
• Managing the relationship with the member to yield satisfactory outcomes
• Monitoring Call Center Reporting
• Oversite for call center operations on a national level across Marketplace service streams
• Oversaw customer service and satisfaction initiatives, reporting to management on successful strategies.
• Resolved problems proactively and decisively, applying business acumen and sound judgment.

Saint Louis, MO, US

• Supervised inbound Corporate Reception team of agents considered a call center environment. Team size was 3-5 receptionist who were primarily inbound agents (i.e., fielding inbound inquiries to the Corporate.
• Trained employees on daily tasks and coached to improve performance.
• Addressed operational issues and determined changes to drive improvements.
• Communicated with customers to assist and promote outstanding experiences.
• Led team by answering questions and solving complex problems daily.
• Held performance evaluation meetings to discuss key performance indicators and address areas needing improvement.

Blue Bell, PA, US

• In this role, I managed the PBM logistics partner for several pharmaceutical organizations. I served as the lead program owner and point of contact for the clients, resolving any issues that impacted the successful.
• Monitored and created reports showcasing program outcomes to communicate results with clients and stakeholders.
• Improved cross-departmental cooperation and information communication processes by providing presentations to staff members and administration.
• Monitored progress on program implementation, documenting and communicating fulfillment of goals and encouraging consistency or adjustment in components.

St. Louis, MO, US

• In this role, I supervised a team of inbound/outbound prior authorization agents in a call center environment. Team sized was generally around 15 - 20 agents who were primarily inbound with some off-line agents.
• Supervise and coordinate the daily activities of inbound calls and offline fax requests for a benefits coverage reviews
• Accountable for the team performance of approximately 20+ prior authorization representatives
• Identified and resolved operational problems using established procedure, personal experience and judgement
• Reduced Turn Around Time failures by 50% in 2016 over prior year results through the implementation of robust fax skilling strategy
• Improved Average Speed of Answer (ASA) by 30% by managing program and scripting changes

Chesterfield, MO, US

• In this role I managed a team of agents responsible for setting the initial consultation for the team of national attorneys in the US and abroad field several thousand calls weekly into the communications desk.
• Coordinated and supervised the daily activities of in inbound scheduling team members of 15+ customer service representatives
• Set goals and performance metrics related to Quality, Scheduling Conversion, and Service Levels
• Identified and resolved operational problems using established procedure, personal experience and judgement
• Increased scheduling conversion by 50% over one year through the implementation of online resources and direct system entry
• Reduced appointment No-Shows by 20% in one year's time due to implementing a text message reminder program and scripting changes

New York, NY, US

• Supervised inbound/outbound Sales agents in a call center environment. Team size was roughly 20+ agents who were responsible for fielding customer inquiries regarding Home Goods and Bedding in response to direct mail.
• Coordinated and supervised the daily and weekly sales activities for the bedding division of Macy's
• Accountable for the performance of 30+ inside sales associates and 2 team leads
• Provided coaching and performance feedback to team members and delivered formal corrective action plans when necessary
• Supervised workforce management requirements around schedule adherence, service levels, and staffing
• Excelled in leading team to over $4 million in sales within first quarter of start-up

Winston-Salem, NC, US

In this role, I managed a team of Quality Auditing and Call Center Coaching support staff responsible for monitoring call handling performance and leadership experience calibration. We had a very talented group of subject matter experts supporting and protecting the member experience. In this role, we had several opportunities to rebuild our quality.

Master Of Business Administration (Mba), Business Administration And Management, General

Bachelor Of Applied Science (B.A.Sc.), Business Management