Reginald R. Joseph

• Provides quality, consumer focused customer services. Accurately documents consumer interaction and appropriately follow all processes and procedures. Must stay abreast of all service members specific details, to ensure high quality customer service. Managed over 100 customer calls per day. Handles inbound and outbound calls from consumers in call center environment. Engagement Specialists, exhibit proficiency in all Optum products (e.g. CIDM, TDS/NL, Wellness, MSP, CSP etc.), in order to identify, qualify, engage and compel service members to enroll into most appropriate health and wellness programs to meet each service member's needs. Assists service members in finding network healthcare providers and will work with them in appointment scheduling.
• Other duties and responsibilities, not specifically described, may be defined or assigned from time to time, consistent with knowledge, skills and abilities of incumbent by management. 20+ years of Customer Service experience in retail and 3 years of Customer Service in Call Center environment. 3 years of experience working with Medical Terminology. Must be able to use multiple computer systems and programs at once. Coordinated patient appointments and scheduling to promote optimal clinician productivity and patient satisfaction. Must consistently meet established productivity, schedule adherence, and quality standards while maintaining good attendance.

• Thoroughly analyzed criminal information and processed crime scenes. Patrolled designated areas in patrol vehicle and on foot to identify security and safety issues. Reduced risk by accurately monitoring and evaluating criminal prosecutorial data while managing crime scenes. Patrolled zone/location to preserve law and order, deter and detect criminal activity, enforce laws and regulations, respond to citizen requests for assistance and provide public safety.
• Provided public safety by maintaining order, protecting people and property and promoting good community relations. Organized criminal documents such as logs, records, reports and agendas to streamline processing and improve traceability. Established and maintained effective working relationships with city staff leaders, outside organizations and general public to provide optimal service and protection. Monitored crowded public areas and events to mitigate risk and promote safety.
• Built excellent rapport and working relationship with community to build trust and improve upon communication. Performed rescue functions at accidents, emergencies and disasters by directing traffic and administering emergency medical aid. Responded promptly to calls for protection of life and property, enforcement of laws and ordinances and general public service calls. Recorded facts to prepare reports documenting incidents and activities. Investigated crimes and accidents while administering first aid, securing perimeters and accident scenes and identifying and preserving evidence.

• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies. Strengthened merchandising and promotional strategies to drive customer engagement and boost sales. Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service. Planned team-building exercises to increase employee performance and job satisfaction.
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences. Mentored sales team in applying effective sales techniques and delivering top-notch customer service.. Set and enforced policies focused on increasing team productivity and strengthening operational efficiency. Established and optimized schedules to keep coverage and service in line with forecasted demands. Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
• Increased sales revenues by promoting complementary products and educating customers about store promotions. Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume. Increased sales by driving operational efficiencies and building excellent customer rapport. Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.

Key Achievements

• Became second retail manager in company to capture customer return rate above 60% (71%) through introduction of new customer service practices. Retail Manager of Quarter (regional award) for one quarter (2017).

• Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget. Applied performance data to evaluate and improve operations, target current business conditions and forecast needs. Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings. Managed team by providing leadership, direction and continued development opportunities. Practiced suggestive selling, offering guests complementary items to maximize sales. Hired, trained and retained high quality team members. Led store expense control and payroll to optimize business. Coached sales associates on product knowledge by using wide variety of training tools.
• Analyzed and interpreted store trends to facilitate planning. Developed new store location from ground up by hiring and training efficient team. Rotated merchandise and displays to feature new products and promotions. Reconciled daily sales transactions to balance and log day-to-day revenue. Managed inventory control, cash control and store opening and closing procedures. Rotated stock to achieve optimum appeal and minimize shrinkage. Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation. Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
• Reviewed performance data to monitor and measure productivity, goal progress and activity levels. Protected store from loss or theft by setting and enforcing clear security policies. Supervised guests at front counter, answering questions regarding products. Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness. Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements. Delivered positive results by controlling monthly operations budget and limiting financial discrepancies. Bolstered sales volume by implementing incentive program and initiating advanced employee training.
• Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns. Managed store employees successfully in fast-paced environment through proactive communication and positive feedback. Applied retail KPI knowledge to make strategic commercial decisions that lead to exceeding sales targets by 10% a quarter. Reviewed store P&L with Store and District Manager to reduce costs in several areas. Monitored sales transactions and ensured sales procedures were followed properly. Managed retail staff recruitment and onboarding leading to a 15% decrease in wait time for new employee hiring.

Key Achievements:

• Exceeded sales targets by 30% in Q4 2014. Renegotiated and implemented sales deals that brought extra $50K in Q3 2014.

• Prepared daily work schedules for and assigned tasks to 25+ employees, scheduled deliveries, and enforced company policy. Implemented system of mystery shoppers whose feedback lead to 16% increase in satisfaction among both customers and employees. Applied performance data to evaluate and improve operations, target current business conditions and forecast needs. Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget. Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
• Supervised guests at front counter, answering questions regarding products. Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices. Completed point of sale opening and closing procedures. Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns. Tracked and analyzed sales and customer trends in order to maximize sales and revenue while minimizing expenses in all 3 locations. Grew sales by 30% through implementing endless aisle.
• Introduced mobile payments and mobile shopping that increased sales by 30%.Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements. Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success. Managed inventory control, cash control and store opening and closing procedures. Managed store employees successfully in fast-paced environment through proactive communication and positive feedback. Set, enforced and optimized internal policies to maintain responsiveness to demands.
• Reviewed performance data to monitor and measure productivity, goal progress and activity levels. Coached sales associates on product knowledge by using wide variety of training tools. Analyzed and interpreted store trends to facilitate planning. Reconciled daily sales transactions to balance and log day-to-day revenue. Approved regular payroll submissions for employees. Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.

Key Achievements

• Exceeded annual sales forecasts by 10-15% every year. Named “#1 store in district” 2 years in row.