Rachel Diehl

-Standardize and oversee attendance tracking process through process improvement and collaboration to ensure consistency

-Complete attendance tracking an auditing for 90 + advocates

-Execute attendance recognition for all advocates and communication to coaches on attendance issues requiring follow-up

-Provide supervisor call support to advocates on all service lines, including primary care, COVID, orthopedics, gender health, Moran Eye Center, and specialty providers

-Review SSIR scheduling errors and support coaches through assigning then to the advocates coach, including follow-up, and reporting

-Create and track WFM tickets to update advocate schedules, when needed

Review and provide feedback to coaches on orthopedic patient survey feedback ensuing both advocate recognition and/or coaching opportunities

• Register, schedule, re-schedule and cancel patient appointments with specialty providers for consultations, evaluations, and treatment
• Utilize knowledge of available resources to help patients select appropriate providers to meet their specific medical needs
• Provide support in maintaining and updating patient medical records
• Message specialty providers to ensure patient needs are met in an accurate, timely, and efficient manner
• Offer friendly and efficient service to all patients, handling challenging situations with ease

• Maintained Calabrio, Sharepoint and excel spreadsheets with accurate agent information
• Provided workload forecasting, staffing and planning to meet service and productivity goals
• Monitored real time daily agent activities and call volumes trends for a couple of queues
• Served as a primary point of contact for daily scheduling issues
• Reviewed and approved/denied schedule change requests and time off requests to optimize service center staff schedules based on forecasted requirements
• Identified recurring problems with system issues by creating IT tickets, tracking progress, and collaborating with the technical department to ensure resolution
• Contributed ideas to resolve problems to better service the customer the and/or improve productivity
• Created and maintained process documentation

• Corrected errors and re-entered missing transactions accurately and efficiently
• Performed analysis of all stores cash flow data and identified discrepancies in long/short cash
• Collaborated with store managers aimed at improving long/short cash issues and identifying possible theft
• Processed store requests to correct transactional issues, responding timely and professionally
• Researched and processed, when needed, refund requests for furniture orders
• Proactively identified process improvement
• Collaborated and participated with my team in identifying project based goals and documentation

• Assisted stores with processing their daily cash room and sales audit functions
• Analyzed, researched, and resolved store associate issues in a timely and professional manner
• Collected and documented store contact purpose and resolution

• Authored knowledgebase content ensuring completeness, accuracy, and accessibility
• Ensured program intranet website currency, frequently updating supplemental knowledge and knowledgebase information
• Organized and led bi-weekly meetings with the Ann Taylor clients to discuss knowledgebase changes and/or additions
• Developed, maintained and presented new hire training

• Supervised a team of 20 contact center agents ensuring proper staffing during business hours
• Managed employee attendance and performance and delivered appropriate corrective action, as needed
• Monitored day-to-day contact center activities using both Avaya and IEX
• Ensured performance reviews and quality coaching were completed weekly/monthly with all team members
• Assisted in the interview process and hiring decisions
  Handled escalated customer issues and worked directly with them to facilitate problem resolution, in a timely and efficient manner
• Communicated policy updates and company information through weekly team meetings

• Monitored, scored, and coached agent's phone and email communications
• Scheduled and facilitated weekly client monitoring sessions with client and account management, including internal tracking and reporting for quality score percentage variance
• Collaborated with program management and external clients to develop and maintain quality monitoring forms, definitions for customer calls, email, and standard mail
• Distributed weekly/monthly quality reports for program and senior account management
• Developed, implemented, and tracked various incentive programs designed to improve quality and provide metric visibility for the program

• Handled incoming calls, answering questions, and educating customers on Quaker products for Pasta Roni, Rice-A-Roni, Near East and Nile Spice
• Provided replacement coupons for product quality issues
• Performed escalations regarding possible legal issues with product contamination
• Offered recipes and product information
• Performed troubleshooting on issues with Sunbeam breadmakers and electric blankets
• Offered recipes for Sunbeam breadmakers and provided warranty information for replacement on defective products