Adam Schimpf Email & Phone Number

• Created the Global Payments Integrated Carve Out Project which involved creating documentation and training for employees who were moving into roles from TSYS to Global Payments Integrated while communicating new.
• Designed and participated in multiple conversion projects such as: Gateway conversions for CareStream, XL Dent, and MacPractice
• Determines client service requirements by maintaining contact with clients;… Show more
• Determines client service requirements by maintaining contact with clients; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications
• Supervises, trains, and coaches 3 operational teams by balancing workloads and setting goals to exceed our client experience and service level agreements
• Collaborates with internal sales, support, and development teams to problem solve and exchange open ideas

Broomfield, Colorado, United States

• Conducted and supported UAT testing/planning/validation by clarifying the intended functionality. Participated in the resolution of issues to ensure a successful implementation
• Assisted with the project planning efforts on small development efforts. Tracked project progress, collected, and analyzed information and trends, and communicated to the user community any anticipated schedule.
• Created documentation to include, but not limited to: bulletins, manuals, file layouts… Show more
• Created documentation to include, but not limited to: bulletins, manuals, file layouts and application design layouts for internal, client and training purposes. Assisted with the preparation and coordination of client.
• Provided support with the resolution of issues that may cross multiple systems and affect the business process and tracking of application incidents/issues; became familiar with how to identify system impact of changes.
• Developed working relationships with client end-users, programmers, and test analysts while assisting with the analysis, design, configuration, testing and maintenance of systems. Assisted with the identification.

Broomfield, CO

• Created virtual observer scorecard procedures, assuring quality customer service, evolving the scorecards to meet industry changes
• Delivered KPI’s within annual department budget, service levels, and business targets to attain business go-to-market strategy with operational stability
• Hired, trained, coached and developed department of up to 27 agents to meet service level agreements for completing merchant training, outbound call attempts, average speed of answer and abandoned calls… Show more
• Hired, trained, coached and developed department of up to 27 agents to meet service level agreements for completing merchant training, outbound call attempts, average speed of answer and abandoned calls by creating.
• Listened, scored and provided feedback on training calls, capturing data, creating best practices and increased overall customer experience resulting in exceeding our Net Promoter Survey (NPS) scores
• Created and participated in conversion project, ProcessNow Register Upgrade in 2017 Show less

Broomfield, Colorado, United States

• Proactively identified and successfully managed through day-to-day issues that impacted escalations, program performance, and client satisfaction levels
• Accountable for the overall management of 8 different areas within the Back Office Operations Team. This included: selection, on-boarding, training & development, performance management, employee relations.
• Created workflows, documentation, training materials, updated… Show more
• Created workflows, documentation, training materials, updated department procedures to meet the demand of new products, systems and industry changes
• Launched Back Office Operation Team in 2016 to combine 8 functional areas into one larger team to initiate cross-training opportunities to assist with back office coverage & efficiency
• Developed and maintained exceptional business relationships with key client stakeholders and hiring managers Show less

Broomfield, Colorado, United States

• Provided recommendations to reduce and/or eliminate issues that impacted overall service quality. Tracked and reported to appropriate teams for further research and action
• Monitored work queues, assigned daily work, and verified completion to achieve service level standards. Adjusted daily staffing work plans to meet business needs as changes occurred
• Met with clients and leadership team to participate in call quality calibration and operations meetings to understand client needs… Show more
• Met with clients and leadership team to participate in call quality calibration and operations meetings to understand client needs and delivered to expectation
• Created and participated in multiple conversion projects such as: NMI (2013), Reterminalization, and Nurit 3G Wireless Terminal Upgrades (2015)
• Conducted training for customer service processes for team members, clients, and merchants (as applicable). Reinforced training (post classroom or on the job) through day to day interactions Show less

Broomfield, Colorado, United States

Broomfield, Colorado, United States

Broomfield, Colorado, United States

Broomfield, Colorado, United States

Denver, Colorado, United States

• Exceeded sales plan to rank in the top 3 out of 950 stores in sales over projected volume by setting clear performance expectations for employees and implemented improvement plans to help each reach targets
• Mentored 4 associates to achieve leadership positions by coaching, building on strengths, empowering career acceleration, and quickly became leadership trainer for new store managers
• Took over a high shrink store and implemented strong loss prevention strategies to effectively… Show more
• Took over a high shrink store and implemented strong loss prevention strategies to effectively reduce shrinkage through better theft controls. Reduced shrink by 20% and removed critical shrink level label
• Participated in and led associates in merchandise placement, shipment processing, and store recovery. Communicated and executed the presentation standards that were consistent with brand image
• Met reward and KPI goals by reinforcing behaviors that support the values of the company. Provided recognition and feedback to improve performance. Responded to customer feedback with a sense of urgency Show less