Molly McGrath

• Managed and led a fully remote team of 10 agents in handling customer interactions across various channels, including phone, email, SMS, chat, and social media
• Established a set customer culture of building the “HUMan” or “HUM connection” during each interaction across all channels
• Created customer connection and education approaches for each interaction type
• Leveraged customer service data through platforms such as ZenDesk, Talk Desk and Heap to plan and drive improvements as well as identify pain points of the customer experience
• In charge of overseeing and maintaining all aspects of the Member Support operation, including both customer and agent experiences
• Analyzed agent key performance indicators and metrics including customer satisfaction score, first reply time, average handle time, and save rate to ensure agent team was consistently operating to standard
• Organized all departmental meetings including Team Meetings, one on one agent coaching, external support partner connects, and team education sessions
• Built and implemented a sustainable Member Support Agent training plan, External Agent training plan, agent curriculum and agent certification
• Successfully trained internal and external support agents (BPO), and Team Lead to meet all agent expectations
• Developed Member Support standard operating procedures (SOP’s) for different facets of the operation like customer escalations, adverse complaints and quality complaints
• Produced benchmarks and process for one on one connect meetings, quarterly reviews and annual reviews
• Created and implemented the Member Support quality scorecard aligned with brand core values and customer connection expectations
• Created and maintained customer facing verbiage including macros, social media responses, Help Center articles and frequently asked questions (FAQ’s)
• Achieved a record-breaking Customer Satisfaction Score of 97%
• Implemented an agent development path by adding a “Member Support Tier Two” position to the structure of the Member Support Team
• Motivated and inspired Team to achieve results, bring forward suggestions on improving the customer experience, develop and explore other areas of the organization
• Acted as a mentor to individuals who were in the developmental stage
• Collaborated with departments such as Technical, Brand and Fraud to “be the voice” of the customer, discuss process changes and projects
• Created various resources for the entire company such as internal Brand FAQ’s, Product FAQ’s and company glossary
• Developed process for all required departments to keep track of product reformulations, ingredient changes and label changes
• Identified gap in agent education and partnered with the Education Manager to create ongoing live product training
• Created Agent Recognition programs for both weekly and monthly key performance indicator achievements and customer feedback
• Rolled out the Customer Loyalty and Retention Program to agent team, external support teams and customers
• Handled the most sensitive customer escalations including lawsuit threats and Better Business Bureau complaints
• Led quarterly company Town Hall Meetings to provide the entire organization insights on the customer experience

● Managed a team of approximately 25 employees on a daily basis
● Provide ongoing transparent coaching to management and barista team for not following policies and procedures or for doing exceptional work
● Created a weekly team schedule and processed payroll on a weekly basis to control costs and meet company labor projections
● Developed partners looking to grow and self develop within the company by creating a performance development plan, scheduling regular check-ins, and final mock preparation before an official interviews
● Analyzed monthly profit and loss statement and built action plan surrounding store opportunities
● Participated in regular one-on-one’s with my superior to ensure I have a solid action plan for my store with achievable and challenging goals
● Built meaningful relationships with neighboring businesses and community
● Created a culture of “Family” where everyone is welcome (both partners and customers alike)
● Consistently maintained store cleanliness and received “Quality Assurance Standard Audit” aware as a result
● Organized monthly meetings with management team to discuss changes, opportunities and successes
● Prepared and deliver all performance reviews, corrective actions, promotions and separations
● Managed inventory to ensure product availability at all times
● Held each barista accountable for building their own “fan base” and creating regular customers to build our business
● Acted with courage and responded to last minute unplanned demands in the moment

• Managed multi department operation on a day to day basis
• Established department expectations and managed individual productivity
• Prepared and delivered performance reviews, corrective actions, and development plans
• Analyzed payroll expenses to control costs
• Reported successes, challenges and action plans to the Leadership Team
• Designed and implemented company New Hire Training Program
• Documented department functions and processes to create standard operating procedures
• Conducted interviews for open positions as needed
• Monitored company HIPAA compliance
• Organized regular department and lead huddles to discuss process updates and Company changes
• Scheduled regular meetings with external software vendors
• Developed and maintained relationships with healthcare professionals to align on any gaps in process and make improvements to the patient experience
• Scheduled off-site meetings with Doctors and Medical Groups to maintain open communication and company relationships
• Organize and schedule monthly front office staff meeting
• Attend all corporate sales meetings
• Maintained a high level understanding of sleep medicine, durable medical equipment and changes in healthcare
• Operate and utilize different healthcare and management systems such as Brightree, JitBit and Basecamp