Andy Jensen Email & Phone Number

Olympia, Washington, United States

Driving results within transformational programs

Provo, Ut

Deliver technology services to hundred of retail endpoints across BYU campus

Portland, Oregon, United States

Manager of agile teams supporting customer-facing processes and technologies. Responsibilities include:--- Web Development/Support team management – responsible for development and support of PortlandGeneral.com and PGE’s other customer-facing websites. Resolve incidents, prioritize and implement enhancements to provide business value and improve customer experience. Results delivered include: - Increased customer satisfaction metrics, reduced customer friction - Improved transaction completion rate within online web channel --- Contact Center Technologies team management – development and support of PGE’s Integrated Voice Response automated phone system, the contact center’s Workforce Management and Knowledge Management systems, and other tools and processes that are crucial to the customer service organization’s ability to serve PGE’s customers. This is a 24x7x365 critical support role, especially during outages due to severe weather, etc. Results delivered include: - Increased Customer Satisfaction and containment metrics by improving matching and authentication of customers to their accounts across multiple systems - Improved capacity to handle incoming customer calls during high call volume events - Management of in-process project to replace touch-tone automated call system with SaaS artificial intelligence conversational solution (virtual assistant) --- Bill Print team management – management of digital stream between the customer information system and the paper printing or digital delivery of PGE bills, notices, and other correspondence. Improvements delivered include: - Streamlined the team to embed their expertise in upstream processes for a proactive approach to eliminating errors and issues in bill creation and delivery - In-flight initiative will utilize Systems Thinking practices to deliver redesigned customer bills, improving readability and understandability, which will increase Customer Satisfaction

Portland, Oregon, United States

Created, staffed, and managed Program Office for enterprise transformation program. Program successfully replaced Customer Information and Meter Data Management systems, redesigned business processes, and enabled new customer service capabilities. Responsibilities included: - Program assessment, business case and roadmap development - Chartering, scoping, estimating, securing funding, and resourcing - Scope-schedule-budget management and reporting - Risk and issue tracking and management, decision tracking and approval processes - Compliance management to ensure adherence to relevant regulations (e.g. SOX, PCI, etc.) - Vendor and service provider management, including RFP, SOW and contracts, on and off-shore

Portland, Oregon, United States

Directed multiple project managers in concurrent projects to capture efficiencies and savings for investment in transformational program. Deliverables included:- Knowledge management system implementation which increased process uniformity and reduced average handle time of calls, as well as increasing customer satisfaction - Improved debt collection rate at reduced cost through “champion/challenger” model- Increased migration and retention of customers to self-serve and other lower cost service options (e.g. equal pay, preferred due date, paperless billing) - Organizational Change Management training of front-line employees, which improved employee adaptability and resilience to change

Portland, Oregon, United States

Creation and implementation of the 2020 Vision Program – a 10-year, strategic, enterprise-wide program that replaced PGE’s financial system, work and asset management systems, time and attendance system, and customer information and meter data management systems, as well as re-designed business processes, roles and responsibilities, and change management. Responsibilities in this role included:- Strategic planning – creation of roadmaps and business cases - Development of scoping, timing, budgeting - Regular presentation and reporting to Officers and Board of Directors to introduce the program, prioritize and sequence, foster alignment among VPs and departments, secure funding, and manage program and project approval processes - RFP and vendor selection processes for solutions and implementation services - SOW creation and execution for various vendor services, vendor and contract mgmt - Preparation and delivery of Oregon Public Utility Commission data requests - Organizational Change Management assessments, including heat map creation, planning, training, and implementation of change management initiatives- Presented PGE’s 2020 Vision plan and roadmap to audience of 300+ at IBM’s Pulse convention in Las Vegas

Portland, Oregon, United States

Designed, implemented and managed PGE's identity infrastructure.

Portland, Oregon Metropolitan Area

Worked as an independent system consultant on a contract basis, designing, implementing, and supporting identity infrastructure and other IT systems.

Portland, Oregon Area

Business solution implementation, integration, and support for large companies across the Pacific Northwest, including Oregon Department of Employment, Portland General Electric, and others.

Provo, Utah, United States

Technical support for internal and external engineers, and technical forums. Presented solution demos at trade shows, including Brazilian Comdex.

Master Of Business Administration - Mba, Business Studies, 3.73 Gpa

Graduate Certificate In Utility Management

Bachelors, Management Of Information Systems

Activities and Societies: Trustee Scholar - Full tuition scholarship Phi Kappa Phi Dean's List