Emerson Yepez, Msit, Msm Email & Phone Number

Columbus, OH, US

Columbus, Ohio, United States

Dublin, OH

• Provide leadership and oversight for a team of highly engaged Technical Service Desk associates and contractors that deliver exceptional 24x7 customer service to over 25,000 associates and 100,000 independent insurance.
• Partnering across multiple technology areas, identified, and implemented efficiency automation opportunities, resulting in cost per contact optimization of over $10.
• Committed to training and development of direct reports, which has resulted in several success stories of their professional growth within the company.
• Revamped and modernized forms and processes for associate onboarding, modifications, and terminations resulting in streamlined operations, and enhanced processing efficiency.
• Collaborated with various contracting firms to recruit new talent and improve the processes.
• Partnered with corporate real estate office to provide coordination of department relocations, responsible for floor design, blueprint management, technology changes and seating assignments.

• Responsible for the night operations of the Technology Service Desk without direct leader supervision.
• Set up and maintain the Agency book of business to ensure accuracy and efficiency.
• Provide onsite support for Disaster Recovery Exercises to test the system’s resilience and recovery.
• Answer frontline analysts’ questions on call queue issues and troubleshoot problems.
• Report daily on group performance and identify areas for improvement.
• Initiate outage process for service disruption and communicate with stakeholders.

• Assist Nationwide users onshore and offshore, Independent and exclusive agents on all technical computer needs, policy and billing troubleshooting.
• Responsible of troubleshooting and maintenance multiple applications

• Overseen daily operations of the restaurant.
• Coached and directed all Associates.
• Supervised staff on cash policies and procedures, waste and proper product handling.
• Conducted recruiting of personnel, interviewing, onboarding process and training of associates and managers.
• Involved in Marketing and sales development.
• Completed forecasting and scheduling, ordering, weekly inventory and P & L. In charge of safety files. Completed and graduated from first AGM Development Class.

• Overseen daily operations of the restaurant and retail including guest services.
• Managed daily activities on the front of the houseo Created the right floor plan for the business day o Coached and directed host staff and cashiers.
• On the back of the house o Revised and created adequate production charts according to sales demands. o Supervised staff, cash policies and procedures. o Overseen retail operations on daily basis controlling sales.

• Overseen daily operations including customer service, payroll and labor, daily targets.
• Supervised staff, cash policies and procedures.
• Weekly store inventor, Profit and Loss.
• Conducted and recruiting of personnel, interviewing, hiring and training.

Master Of Science - Ms, Management

Masters Of Science In Information Technology (Msit), Security Management

Bachelor'S Degree, Systems And Cybersecurity

Network Systems Administrator, Information Technology, 4.0