Misty Woods Email and Phone Number

 Oversee dozens of business systems & processes encompassing case management & contact center processes.  Made significant contributions in creating & maintaining work a culture & environment for staff to easily thrive.  Entrusted with daily operations to guide, monitor, & evaluate employee performance while providing ongoing feedback for maximized productivity.  Communicated & reached 100% of employee goals along with planning, assigning, & directing work serving as counsel to 50 staff addressing complaints, resolving problems & ensuring proper training & development.  Partner with business leadership team to align customer experience objectives with business goals & initiatives as well as specific initiatives & strategic direction for the business while developing & monitoring $6-figure budgets.  Continually assess & monitor effectiveness & impact of technology on staff and 13,000+ members.  Create strategies & trainings through strong team leadership & monitor Customer Experience Team progress.  Manage daily operations such as functions of Customer Care, Volunteer Experience, & Retail accompanied as well as oversight of the council’s systems & processes including case management and contact center processes.  Ensure highest customer service levels by focusing on practicing procedures & ongoing maintenance training.  Serve major role as a member of the council’s Leadership Team by developing integrated strategies & initiatives in support of council’s overall goal & to help create a culture and environment where staff members can thrive.

 Managed a team of 3 Customer Service Agents in an inbound call queue for an up-and-coming new business.  Drastically improved call efficiency by starting a foundation of Customer Service call queue metrics & processes.

 Managed a 20-30-member call queue team of inbound customer service, pharmacy technicians, & pharmacists.  Continually earned exceptionally high marks for the development, execution & management of multiple projects.  Served as key pioneer in a new pilot program that combined multiple departments to provide increased Service Excellence to company’s patients while creating a higher level of accountability & boosting internal team morale.  Displayed a process & metrics driven with a solid grasp on strategy & consistent proactive management style.  Collaborated with other departments to achieve 100% of projected team goals and increase customer satisfaction.

 Managed 10-member call queue team of inbound customer service dispatch, install specialists & quality review. Co-authored 20+ training manuals for 100+ new employees, continuing education and multiple employee roles.  Increased customer loyalty by reducing dispatch time while designing & implemented new department policies.  Saved $150k annually by leading creation & implementation of new procedures with external service contractors & another $50k a year by implementing a new quality assurance system through company’s case review process.  Initiated a $24k per month cost savings in 2012 vs 2011 with continued utilization of external service contractors.