Summary
Overview
Work History
Education
Skills
Timeline
Generic

RAYSEAN A. PUGH

Asheville

Summary

Dedicated, motivated and adaptable professional with a proactive attitude who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Skilled in customer service, training, supervising and mentoring new and existing employees. Effective communicator with strong leadership and motivational skills who is looking to enhance existing skills and further my development.


Overview

11
11
years of professional experience

Work History

CCService Supervisor- Remote

Oak Street Health/CVS
03.2023 - Current
  • Lead and coach a team of 20 customer service representatives, driving improvements in productivity, quality and morale
  • Deliver one-on-one coaching and performance feedback to improve service quality and team development as well as team training to support skill development and career growth
  • Analyze call and productivity data; generate weekly performance reports for leadership and direct team
  • Monitor call metrics (AHT, ACW, FCR, Personal and unavailable time, etc.) and implemented strategies and action plans to improve performance across the team.
  • Review and approve timesheets; maintain workforce coverage and compliance with policy
  • Promote a culture of accountability, growth, and exceptional service in a fast-paced remote environment
  • Supervise daily operations of high-volume call center, ensuring adherence to performance standards and customer satisfaction goals.
  • Ensure compliance with company policies, industry regulations, and service level agreements.

Clinical Call Center Specialist- Remote

Oak Street Health
10.2021 - 03.2025
  • Centrally receive inbound calls from patients, multiple clinics and make outbound calls on behalf of clinics
  • Update patient information and manage information in our electronic medical records system
  • Schedule appointments for patients with their Oak Street provider
  • Manage patient referrals by obtaining authorizations and faxing requested information to specialists
  • Perform service recovery, address patient concerns, and de-escalate callers when needed
  • Multi-task, prioritize, and manage time effectively
  • Work closely with care team members to provide the highest level of customer service and act as an extension of the clinics
  • Partner with colleagues to reach and maintain call center target metrics to ensure delivery of a positive patient experience
  • Follow all HIPPA regulations
  • Started a new project on the bi-directional messaging team.

Residential Program Manager- Adolescent Integration Program

Neuro Restorative
08.2020 - 09.2021
  • Supervise and coordinate the day-to-day activities and appointments for all individuals receiving support including implementing programs and services
  • Coordinate, supervise, and maintain the daily activities for all Direct Care Staff and oversee the daily operations of the program
  • Ensure onboarding, orientation and ongoing training is delivered
  • Oversees hiring process, corrective action, performance evaluations, termination decisions and other employee related issues
  • Foster positive relations with case managers, referral agents and lobbies on behalf of individuals receiving care
  • Maintain relations with families, guardians, and implement individual satisfaction enhancement plans
  • Monitor the comfort and safety of individuals served while ensuring living environment and program activities are following regulatory requirements
  • Monitor documentation in assigned homes for consistency with the requirements of the state and federal laws including residential notes, program plans, behavioral plans, positioning schedules, and supervisory schedules
  • Work closely with the nurse and case managers to determine needs of client.

Beauty Advisor

Ulta
07.2019 - 11.2019
  • Maintained counter and display areas for cleanliness and organization.
  • Followed up with customers to increase satisfaction with purchases and services.
  • Developed strong rapport with customers and created positive impression of business.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.

ABA Therapist- Junior Level Therapist

Tangible Difference Learning Center
06.2018 - 07.2019
  • Provide one on one therapy to children ages 2-10
  • Teaching fine motor skills, sound imitations, simple direction following, intraverbals, grooming, functional communication.
  • Observes and record client’s behavior and responses to the BIP through several forms of data including partial interval recording, momentary time sampling recording, antecedent-behavior-consequence, and daily session notes.
  • Communicated confidentially and professionally with parents, behavior analyst, supervisors, and other members of the client’s team as needed.

Residential Rehabilitation Specialist

Home Health
09.2014 - 09.2017
  • Actively assisted therapists and teachers with patients to provide therapeutic and/or educational activities
  • Documented patient behaviors, condition, and progress daily by recording data in the prescribed format
  • Ensured services are following professional and clinical competency standards, state, and federal regulatory requirements
  • Oversaw departmental staff operations
  • Provided case finding and recruitment of at-risk persons for comprehensive health services
  • Provided hands-on physical care, supervision, crisis intervention, behavior management, and behavior modification as directed by the individual treatment plan and unit program guidelines.

Direct Support Professional

Neuro Restorative
03.2014 - 09.2014
  • Assisted treating physicians during examinations, treatments, and procedures including lifesaving situations
  • Completed direct nursing tasks including taking vital signs, assisting with activities of daily living and hygiene needs
  • Managed transport of patients to treatment locations, and assisted codes as needed
  • Provided education, information and emotional support to the patient’s family and caregivers
  • Utilized appropriate age-related patient protocols relating to the physical and psychological needs of all patients.

Education

Bachelor of Science - Rehabilitation Services, Psychology

Southern Illinois University Carbondale
Carbondale, IL

Master of Science - Rehabilitation Administration and Services

Southern Illinois University Carbondale
Carbondale, IL

Skills

  • Call Center Leadership & Coaching
  • Performance Management & QA Monitoring
  • Patient Experience & De-escalation
  • Business Operations & Scheduling
  • Social Media Marketing
  • Customer Service Excellence
  • Human resources management
  • Verbal and written communication
  • Documentation and reporting

Timeline

CCService Supervisor- Remote

Oak Street Health/CVS
03.2023 - Current

Clinical Call Center Specialist- Remote

Oak Street Health
10.2021 - 03.2025

Residential Program Manager- Adolescent Integration Program

Neuro Restorative
08.2020 - 09.2021

Beauty Advisor

Ulta
07.2019 - 11.2019

ABA Therapist- Junior Level Therapist

Tangible Difference Learning Center
06.2018 - 07.2019

Residential Rehabilitation Specialist

Home Health
09.2014 - 09.2017

Direct Support Professional

Neuro Restorative
03.2014 - 09.2014

Master of Science - Rehabilitation Administration and Services

Southern Illinois University Carbondale

Bachelor of Science - Rehabilitation Services, Psychology

Southern Illinois University Carbondale

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RAYSEAN A. PUGH