Rayshaun Bohlen
Saint Louis,MO
Summary
CAREER SUMMARY Over 25 years of customer service experience and 12 years of supervisory experience in retail and call center industries. Self-starter with strong analytical and communication skills. Seeking to expand leadership capabilities and take on additional responsibilities. CORE COMPETENCIES Professionalism Organized Leadership Reliable Coaching and Training Cash Handling Food and Beverage Knowledge Computer Savvy Team Player Efficient Supervisory Experience Personable Intellectual
Overview
16
16
years of professional experience
Work History
Supervisor
Magellan Health
03.2020 - 03.2021
- Managed team of 34 customer service representatives
- Developed and communicated processes and policies
- Set tactical goals to support team vision and strategy
- Responded promptly to escalations and resolved operational issues
- Coordinated and supervised daily, weekly, and monthly team activities
- Conducted performance reviews and provided coaching
- Orchestrated monthly staff meetings and handled human resources duties.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Monitored workflow to improve employee time management and increase productivity
- Maintained compliance with company policies, objectives, and communication goals
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
- Educated staff on organizational mission and goals to help employees achieve success
Customer Service Supervisor
UnitedHealth Care
03.2011 - 03.2021
- Managed team of over 22 customer service representatives
- Developed processes and communicated goals
- Responded promptly to escalations and resolved team issues
- Coordinated and supervised daily, weekly, and monthly team activities
- Conducted performance reviews and provided coaching
- Contributed to process improvement efforts.
- Monitored front areas so that questions could be promptly addressed
- Kept high average of performance evaluations
- Implemented project management techniques to overcome obstacles and increase team productivity
- Managed supervisor itinerary and appointments and streamlined scheduling procedures
Reservation Specialist
Enterprise Holdings
07.2005 - 04.2015
- Work from home)
- Provided exemplary customer service and made multiple reservations
- Proficient in various software and applications
- Resolved fleet quality issues to enhance customer satisfaction.
- Managed over 100 calls per day
- Increased sales and revenue by 18%
- Provided customers with information about availability and pricing
- Handled billing information over phone
- Assisted customers with making reservations and entered reservation details into computer system
- Resolved various issues and discrepancies for customers
Customer Service Advocate Lead
United Healthcare
08.2008 - 02.2015
- Assisted members with inquiries and one-call resolution
- Conducted outbound calls for member outreach and education
- Resolved member issues and provided coaching.
- Managed over 50 calls per day
- Assisted with coaching's
- Held team meetings
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise
- Responded to customer calls and emails to answer questions about products and services
- Reviewed associate performance to identify training needs
- Planned schedules and workflows based on expected customer demands
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Increased efficiency and performance by monitoring team member productivity and providing feedback
Education
Bachelor of Arts - Organizational Studies, Hospitality Management
Saint Louis University
St. Louis, MOSkills
- TECHNICAL SKILLS
- MS Office Suite (OneNote, PowerPoint, Excel, Outlook), RX Claims, Cosmos, ILead, Marx, MIIM, Maestro, Avaya, Genesys, Cisco Jabber, CMS, Qfiniti, Afiniti, Qualtrics, Cisco Webex, Windows 10, MS Publisher, Internet Explorer, Firefox, Google Chrome, Nexidia, BA (Behavioral Analytics Portal), Citrix, Jenny Screen, Adobe Reader, EPIC, Workday, Teams, Zoom
Timeline
Supervisor
Magellan Health
03.2020 - 03.2021
Customer Service Supervisor
UnitedHealth Care
03.2011 - 03.2021
Customer Service Advocate Lead
United Healthcare
08.2008 - 02.2015
Reservation Specialist
Enterprise Holdings
07.2005 - 04.2015
Bachelor of Arts - Organizational Studies, Hospitality Management
Saint Louis University