Michelle Reynolds
Manager And Trainer
Rantoul,IL
Summary
Insightful manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, and regulatory requirements of industry operations. Talented leader with an analytical approach to business planning and day-to-day problem-solving. Motivated, engaging, and hands-on instructor with more than 6 years of related experience and superior planning and time management abilities.
Overview
25
25
years of professional experience
4
4
years of post-secondary education
Work History
Campaign Ambassador (Supervisor)
Pleio, Inc
Remote, IL
01.2022 - Current
- New hire onboarding, training and support as transitioned to their assigned team.
- Identified online training portal areas needing improvement. Worked with team to implement suggestions. Collaborated on training materials and communication to improve success of those Onboarding.
- New drug program planning, development, and implementation for all aspects of project. Including developing scripts, training, and processes to offer Video call patient support.
- Oversee team of 45 GoodStarters for performance and meeting contract expectations.
- Oversee and train 5 Jr. Campaign Ambassadors. Have weekly meetings to review team responsibilities.
- Quality assurance monitoring of calls to assure regulatory protocols are reported as occur and maintain company expectations for patient interactions.
- Conduct training and mentor team members to promote productivity and commitment to pharmacovigilance.
- Cross-trained existing employees to maximize team agility and performance.
- Process contract termination, documentation and system deactivation steps.
- Developed team communications and information for meetings.
GoodStarter
Pleio, Inc
Remote, IL
09.2017 - Current
- Outbound calling to patients who are starting important medication.
- Multi call communications with patients, sharing important information and resources.
- High patient engagement rate. With average QA score range of 96 - 100%
- Developed and maintained courteous and effective working relationships
Quicken Software and Tech Customer Support Representative
Sutherland Global Services
Remote, IL
12.2016 - 05.2017
- Handled inbound calls with Quicken Support.
- Walk customers through verbal instructions and/or share screens to resolve technical and software questions or issues.
- Work with customers till concern is 100% resolved.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Offered friendly and efficient service to customers, handled challenging situations with ease
Seasonal Manager
1-800-Flowers.com/ Sutherland Global Resources
Remote, IL
10.2012 - 12.2016
- Communication with agents via email and phone calls.
- Implemented contests and interaction with agents to keep agents engaged.
- Addressed performance issues with coaching or written warnings as needed.
- Maintained up-to-date knowledge of in store policies regarding payments, returns and exchanges.
- Managed 30 new employees per season.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
Seasonal Trainer
1-800-Flowers/Sutherland Global Services
Remote, IL
10.2012 - 12.2016
- Remotely trained new agents on sales and customer service practices, expectations, and how to properly handle all aspects of sales and service calls.
- Assisted with SGS training department as support/lead for trainers training agents for 1800- Flowers.com Gift Food and Gift Baskets brands.
- Coordinated support with IT department for all issues as arose when trainer was not able to resolve.
- Developed polls, quizzes, and Q & A sessions to reinforce materials provided by our client to make adult learning experience engaging.
Social Media Manager
1-800-flowers.com
Remote, IL
07.2013 - 10.2015
- Developed marketing content such as promotional materials and advertisements for social media.
- Analyzed and reported social media and online marketing campaign results.
- Communicated with followers to promptly respond to queries and monitor reviews.
- Managed team to generate original content and moderate online community members.
- Created actionable plans to grow and maintain followers through Twitter, Facebook and Instagram.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships
- Worked with department personnel to deliver brand consistency in social media messages.
Sales and Service Representative
1-800-flowers.com
Remote, IL
10.2009 - 12.2016
- Handle inbound sales and service calls for The Popcorn Factory and Cheryl's Cookies.
- Daily, resolved customer service issues, process refunds, replacements, track orders and handle any other service issue that may arise.
- I achieve 100% customer satisfaction as set by brand expectations.
Customer Service Representative
ACD Direct
Remote, IL
06.2009 - 04.2013
- Answered inbound calls for PBS television, National Public Radio and several national charities like ASPCA, St. Jude Children's Research Hospital and Plan USA.
- Promoted to Alternate Lead and had team of 25 agents in January of 2011.
- All Leads are responsible for maintaining chat room and email support for agents taking calls.
- Coached agents when needed and perform quality assurance monitors on agent calls.
Education
Some College (No Degree) - Business Administration
Joliet Junior College
Joliet, IL 01.2003 - 05.2005
Cosmetology - Cosmetology
Oehrlein School of Cosmetology
East Peoria, IL 01.1994 - 06.1995
Skills
Operations management
Staff Management
Policies and procedures
Project implementation
Key Performance Indicators
Coaching and mentoring
Employee scheduling
Business administration
Remote Learning
Curriculum Creation
Training solutions development
Group and individual instruction
Staff Training
New hire on-boarding
Verbal and written communication
Analytical and Critical Thinking
Organizational skills
Goal-setting
Teamwork and Collaboration
Google Workspace
MS Office
AWS Amazon Connect
Pharmacovigilance
Timeline
Campaign Ambassador (Supervisor)
Pleio, Inc
01.2022 - Current
GoodStarter
Pleio, Inc
09.2017 - Current
Quicken Software and Tech Customer Support Representative
Sutherland Global Services
12.2016 - 05.2017
Social Media Manager
1-800-flowers.com
07.2013 - 10.2015
Seasonal Manager
1-800-Flowers.com/ Sutherland Global Resources
10.2012 - 12.2016
Seasonal Trainer
1-800-Flowers/Sutherland Global Services
10.2012 - 12.2016
Sales and Service Representative
1-800-flowers.com
10.2009 - 12.2016
Customer Service Representative
ACD Direct
06.2009 - 04.2013
Some College (No Degree) - Business Administration
Joliet Junior College
01.2003 - 05.2005
Cosmetology - Cosmetology
Oehrlein School of Cosmetology
01.1994 - 06.1995