Miranda Wynn

• Monitoring attendance, adherence and team statistics
• Monitored compliance risks Utilizing ATA reports to minimize grievance fails.
• Partnered with business leaders to deliver service levels goals.
• Coach and develop team of 15-25 representatives.
• Conducted Grievance Workshop training sessions and developed team for future advancement within the company.
• Handled complaints, provided coaching, additional training and alternatives within appropriate timeframes and followed up to achieve resolution as needed by client.
• Trained/mentored multiple supervisors new to role.
• Served as POC for ACF/BCI Line of Business, CARS focus group Champion, POC for Orlando's Customer Service Week, Accession to Excellence Program Committee, Leading with a Heart Committee, assisted with Five9 and Compass training sessions for agents.
• Attend weekly IDP/6.13 calls with upper management for additional development opportunities.
• Collaborate with Resource Planning, LOA and other departments to ensure staffing needs are met.

• Skilled in MED D, MED D EGWP, Wellcare, Silverscript, and Aetna MED D Line of Business
• Assisted in revising CD&A process, SMST process, and additional corrections to the MED D EGWP Work Instructions
• Co-Created and led SME Committee that assisted during Welcome Season as a program for SME selection, training, and scheduling of support for new hire classes.
• Assisted with I9 processing for new hire classes.
• Conducted interviewing and hiring of new supervisors for MED D.
• Consistently met/ exceeded all supervisor goals which resulted in a high performing team.
• Mentor to new supervisors
• Compiling Monthly, Semi-Annual, and Annual Performance Reviews
• Facilitate 1:1 meetings, Group Coaching, and Monthly Team Meetings

• Increased sales by 2% annually by creating and implementing marketing plans, menus, specials and promotions including a Summer Margarita Madness contest.
• Responsible for ordering, invoicing, and inventorying a 40 tap draft system and 150 package items as well as full service liquor bar.
• Weekly sales forecasting and scheduling of staff.
• Hiring/training manager for front and back of house staff.
• Reduced inventory costs monitoring waste logs/ PMIX reports.

• Promoted positive team member atmosphere while ensuring customer satisfaction.
• Weekly ordering of food, paper goods, produce liquor/beer/wine
• Bi-weekly inventory
• Weekly sales forecasting and scheduling for management team and staff

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• Oversaw food preparation and monitored safety protocols.
• Encouraged feedback from customers and used feedback to implement positive changes within restaurant.