Reggie Harty-Allen

• Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
• Conducted regular performance reviews with team members, fostering professional growth and development.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Developed new employees and on-going performance assessment of current employees.
• Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
• Established performance and service goals and held associates accountable for individual performance.
• Increased employee retention through effective training and mentorship programs.
• Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
• Established cross-functional teams for improved communication between departments and better customer experiences.
• Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.

As a Customer Experience Manager at Quest Diagnostics in Wood Dale, Illinois, I led a team of Client Service Reps in a high-volume call center. My responsibilities included monitoring call queues, conducting daily call observations for quality assurance, and collaborating with various departments to resolve client issues and improve relationships. Through these efforts, I contributed to increased customer satisfaction and efficient call handling.

Supervised combined staff of 14 Anatomic Pathology medical transcriptionists and client service representatives, working in conjunction with Histology Manager and Lab Director. Monitored the transcription of pathologists' reports, both grossing and diagnoses, including workflow and turnaround time. Coordinated retrieval of completed slides from Histology Department, with subsequent distribution to pathologists. Managed Kronos, TOP requests and authorizations. Supervised sendoffs to Mayo Clinic and other specialty labs for additional testing and diagnosing.