Jeffrey Cheng Email & Phone Number

Chicago, Illinois, US

• Managing multiple SLA's, client communication, and administrative tasks such as credential testing, employee training, and correcting missed tickets
• Raising TANS SLA from 45.6% to 94.7%, Abandon Rate from 17.6% to.8%, and reducing open tickets from 300+ to consistently below 100 for a 2000+ employee client
• Holding daily and weekly with the client’s IT team as the client liaison to discuss objectives and documenting meeting minutes
• Additional responsibility of managing a team of 8 dedicated analysts, 20+ multi-client analysts, and interacting with them to build rapport and follow up on remediation for correcting mistakes
• Utilizing data from RingCentral and Tableau to provide reports to client on day-to-day basis and on request metrics
• Reviewing and approving tickets from analysts that are in request for escalation and being the point of contact for reaching out to next level teams to ensure escalations are being handled in a timely manner

Chicago, Illinois, US

• Tap is to dance what Jazz is to music: America's contribution to global culture. CHRP uses percussive dance to build community.
• Daily maintenance and design new features for an existing website through Wordpress
• Board Support and Development
• Grant Management, including compiling and writing
• Manage space rentals and making contracts

• Condensed large volume of user stories to prioritize severity of work orders for biomedical technicians
• Facilitated information flow between customer service, payroll departments, and vendors to guarantee call center objectives were met
• Developed strong client relationships and earned reputation for delivering responsive customer service
• Consistently improved customer satisfaction through expert resolution of conflicts, issues, and concerns

Bloomington, IN, US

• Developed vision and long-term plans based on SPEA’s 2020 by evaluating which courses were most beneficial for students
• Fostered positive school culture by facilitating diverse focus groups to make sure students had a voice in what made a conductive learning environment for the new graduate center

Bloomington, IN, US

• Designed exit survey for resigned employees to analyze specific demographic trends for improved organizational practice
• Utilized human resource system such as Paylocity to track and document online training for employees
• Bolstered training effectiveness by streamlining classroom material and improving clarity for new hires

Bloomington, Indiana, US

• Collaborated with school directors in bi-weekly meetings to cultivate student involvement by planning social and academic events
• Led joint student initiatives and facilitated leadership sessions where student organizations presented proposals and completed invoices for approval
• Assessed cross-department event goals with budgets to ensure best interests and satisfaction were met
• Supervised and delegated tasks for 15+ staff members during SPEA’s capstone event, Wider World Conference

Atlanta, Georgia, US

• Planned rotation of frozen goods to guarantee quality of foods for maximum satisfaction
• Provided customers with correct orders and satisfaction to retain customers
• Maintained good first impressions in order to promote company values of care, quality, and happiness

• Introduced new students to high school lifestyle in order to ease the transition
• Worked in a team of five other members to accommodate all types of freshmen
• Mentored small groups of five to seven freshmen individually to ensure quality care
• Get new students involved with clubs so they could stay involved to the school as well

• Catalogued inventory in order to arrange more goods to be shipped in order to maintain efficiency
• Informed customers of the difference in types of products sold to ensure customer satisfaction
• Helped keep the store well stocked and clean for customers so they can find products easier

Bachelor'S Degree, Project Management

Education record