Briahna Paige
Saint Peters,MO
Summary
Directed cross-functional teams to elevate quality and conversion metrics, fostering high-performance through targeted coaching and data-driven strategies.
Overview
7
7
years of professional experience
Work History
Hiring Manager
Express Scripts
01.2022 - Current
- Directed comprehensive hiring processes, encompassing interview scheduling, behavioral interviewing, candidate selection, and new-hire onboarding.
- Ensure timely onboarding and system readiness to support early productivity and retention.
Customer Service Supervisor
Express Scripts
03.2021 - Current
- Directed and supported cross-functional team of senior customer service representatives to enhance retail-to-mail prescription conversions.
- Collaborated with team members to enhance conversion quality and optimize productivity metrics.
- Facilitated monthly team meetings, conducted one-on-one coaching sessions, and executed performance evaluations to enhance accountability and foster professional growth.
- Facilitated hiring initiatives by conducting candidate interviews and participating in selection decisions.
- Champion employee engagement initiatives, focusing on morale, development, and clear communication to sustain high individual and team performance.
Customer Service Lead Representative
Express Scripts
07.2020 - 03.2021
- Supported management with daily operational tasks, team training, and completion of quality audits.
- Provided real-time coaching and feedback to agents to improve call flow, customer satisfaction, and goal attainment.
- Facilitated team meetings to communicate process changes and reinforce best practices.
- Key Projects: MCC Rx Factor Project (J. Aden), Training Status Series (E. Price)
Customer Service Representative
Express Scripts
06.2019 - 07.2020
- Facilitated member access to medications through cost-effective solutions while upholding exceptional service standards.
- Educate customers on prescription benefit options, with a focus on promoting mail-order services when appropriate.
Education
Master of Arts - Management and Leadership
Maryville University
Saint Louis, MO08.2022
Bachelor of Science - Population Health Management
Missouri Western State University
Saint Joseph, MO05.2019
Skills
- Achieved project goals by promoting effective communication and collaboration within the team Resolved conflicts to maintain a positive and productive work culture Enhanced team skills through active participation in training sessions
- Conducted workshops and training sessions to foster skill development and improve team performance
- Monitored and evaluated performance management processes to drive improvements in team productivity
- Analyzed current processes and applied workforce optimization strategies to improve overall efficiency
Additional Experience And Leadership
- Intern, Doorways Housing, Summer 2019
- Resident Assistant, Missouri Western State University, 2016-2017
- Student Mentor, Missouri Western State University, Fall 2016
Timeline
Hiring Manager
Express Scripts
01.2022 - Current
Customer Service Supervisor
Express Scripts
03.2021 - Current
Customer Service Lead Representative
Express Scripts
07.2020 - 03.2021
Customer Service Representative
Express Scripts
06.2019 - 07.2020
Master of Arts - Management and Leadership
Maryville University
Bachelor of Science - Population Health Management
Missouri Western State University