LinkedInRegina Mumphrey

Regina Mumphrey

Supervisor, Manager I at ADP

Location
Louisville, Kentucky Area
Industry
Health, Wellness and Fitness
Current
  1. ADP
Previous
  1. SHPS,
  2. Prudential Service Bureau, Inc
Education
  1. McKendree University
Recommendations3 people have recommended Regina
155connections

Join LinkedIn & access Regina's full profile

Join LinkedIn & access Regina's full profile. It's free!

As a LinkedIn member, you'll join 300 million other professionals who are sharing connections, ideas, and opportunities.

  • See who you know in common
  • Get introduced
  • Contact Regina directly
155connections
ADP

ADP

Supervisor, Manager I

– Present

View full profile

Background

Summary

Enthusiatic leader of people that believes in understanding and conveying a sound business strategy in the form of goals. Then, providing an encouraging environment that motivates associates to engage in and deliver superior service. My teams are top-notch performers and that I feel is a reflection of my leadership. I am also adept at developing and implementing strategies, measuring performance and meeting objectives.

Experience

Supervisor, Manager I

ADP
– Present (26 years 8 months)Louisville, Kentucky

REGINA A. MUMPHREY
Progressive, accomplished and well respected professional with extensive experience in contact center leadership. History of implementing best practices, improving process efficiencies and building cohesive, high performance teams. Continuing education and honor student.
CORE COMPETENCIES
 Contact Center Operations  Customer Service  Team Building & Leadership  Time Management
 Risk Management  Organizational  Process Improvements  Budgeting  Project Management

PROFESSIONAL HISTORY

ADP - Present
SHPS, INC. Louisville, KY, April 2003 – April 2012
Supervisor, Manager I
Promoted to ensure delivery of consistent, high-quality services and client satisfaction. Provide front-line leadership to call center associates. Coordinate resources to optimize service and minimize costs. Ensure adherence of corporate policies and procedures. Coach and counsel associates daily, weekly, monthly and annually; both formally and informally. Coordinate and/or provide additional training as needed.
 Presented, developed and supported implementation of Standard Operating Procedures for more cost-effective tracking systems and information tool; including Verint Scheduling and Tracking System CSRMATE, SHPSMATE, Call Documentation, Employee Incentive Programs, recognition and reward system for associates performing above production and quality standards, stats and timelines.
 Recognized by multiple high-profile clients for outstanding customer service.
 Western Kentucky University, Business Administration/Management
Kentucky State University, Business Administration/Management

PROFICIENT USER
CORE, COGNOS, HR Access, Microsoft Office Excel, Word, PowerPoint, Visio, Project, Access; BenNet/ Connexions, COBRA EAS, Doc Imaging, OCRFF, Verint, Avaya, NICE, Turbo Meetings, Team Track, Footprints, Peoplesoft

EMAIL: REGINAMUMPHREY@ATT.NET

Supervisor

SHPS
(13 years 8 months)

WKU Chorus member - partiticipated in concerts and other musical presentations.

Mentored other students as needed.

Team lead

Prudential Service Bureau, Inc
(5 years 4 months)

IDS/OCR Imaging and Data Entry Division to ensure delivery of consistent high-quality services and client satisfaction. . Coordinate resources to optimize service and minimize costs. Ensure adherence of corporate policies and procedures. Coach and counsel associates daily, weekly, monthly and annually; both formally and informally. Coordinate and/or provide additional training as needed. Coordination of client projects.
 Achieved 2004 – Facilitated process changes for Mail Service Center to make mail flow more efficient. Automation of Offsite Records Inventory with vendor to ensure more timely access to storage records offsite.
 Achieved 2004 - Reorganized entire offsite storage service and records retrieval process. Due to those efforts, peoples requests are being handled within 24 hours, compared to the past, which was sometimes weeks.
 Achieved 2003 - Created Data base to successfully track invoiced charges for express mail services per department. Which allowed invoices to be paid and processed faster and more efficiently?
 Achieved 2003– Worked with the OCR for Forms programmer to develop a more automatic program for tracking stats. The completion of this was successful and is still utilized today to report staff statistics.

Courses

McKendree University

  • Human Resources Management, Accounting I & II, Business Communication, Business Law, Economic, Philosophy, English, Business Mathamatics, Algebra, Statictics, plus....
  • Human Resources Management

Independent Coursework

  • Call Center Mgt,Coach and Counselor, Managing conflict in the org,Eff Telep Tech,Feedback,Listening,Connect and Communication,critical thinking skills,Writing with intentions,Why Cust.Driven,Understanding Processes

Languages

  1. Basic Spanish

Skills

  • Call Center
  • Customer Satisfaction
  • Software Documentation
  • Access
  • Process Scheduler
  • Workforce Management
  • PeopleSoft
  • Benefits Administration
  • Healthcare
  • Process Improvement
  • Vendor Management
  • Customer Retention
  • Customer Service
  • Customer Support
  • Temporary Placement
  • ADP Payroll
  • Training
  • Staff Management
  • Leadership
  • Team Building
  • Cross-functional Team...
  • Call Centers
  • See 7+  See less

Education

McKendree University

B.B.A, Business Administration, Management and Operations

Activities and Societies: Chorus, Mentor

McKendree College

Anticipating Graduation May 2014, Business Administration and Human Resource Management

Activities and Societies: Chorale, Mentor

Organizations

ECFC, NAPW

Honors & Awards

Awarded $1000 scholarship from Lincoln Foundation.

View Regina's full profile to...

  • See who you know in common
  • Get introduced
  • Contact Regina directly

Not the Regina Mumphrey you're looking for? View more

Insights


People Also Viewed

LinkedIn member directory:

  1. a
  2. b
  3. c
  4. d
  5. e
  6. f
  7. g
  8. h
  9. i
  10. j
  11. k
  12. l
  13. m
  14. n
  15. o
  16. p
  17. q
  18. r
  19. s
  20. t
  21. u
  22. v
  23. w
  24. x
  25. y
  26. z
  27. more