Eric Vanderbilt Email & Phone Number

Houston, Tx, Us

Houston, Texas, Us

Microsoft 365 administrator, Power Platform developer, and business intelligence analytics. Led migration from SharePoint 2010 to SharePoint Online. Building low-code business applications and process automation solutions to improve the quality and safety.

Site Collection Administrator for a site serving 250 trainers and designers, and over 5,000 end users. Provided technical support for all aspects of the site, and general troubleshooting for team technology issues. Planned and developed a fully customized SharePoint Learning Management system with JavaScript & CSS. System leverages reusable modular learning to allow designers to easily build online curricula for any job role. The system tracks and reports progress to leadership for their reporting structure, and individual progress to learners. The system is currently being used to create instructor led and self-paced training for over 5000 learners across the Enterprise. Planned and developed end to end systems leveraging Nintex workflow automation and dynamic web-forms built with SP designer or InfoPath. Systems included work intake requests, project tracking, technical support, and personalized time-card reporting and resourcing. Developed and maintained a variety of lists & libraries for curricula & knowledge management resources. Developed workflows for content migration, governance, auditing, and archiving.

Identified the need and taught myself VBA to integrate over a dozen critical resources into a tool to better facilitate structured call handling and documentation. The tool is now used on over 30,000 calls a day and is required for all agents at multiple levels of the call center to ensure consistency and quality. Developed the first knowledge management system with policy, procedure and documentation for 1200 call center staff. Created HTML job aids to deliver the right information to the right people at the right time. System is credited with facilitating the virtualization of a global call center, and pushing average call quality to 98%.Participated in the development of the first integrated customer service application for the Behavioral, Physical and Financial call centers at Optum by collaborating on use cases, writing test scripts, and developing the training and knowledge resources to operationalize the application. The system reduced average call handle time by 12 seconds, and increased quality 8% compared to legacy systemsRedesigned the knowledge management intake process to automate governance, metadata lookup, and inventory management, improving turn around time by 40%.

Designed and facilitated training for Behavioral and Physical Health call center staff including offshore quality teams in India. Developer and content expert for team charged with evolving to computer-based training including Flash call simulators.

Served as team lead for a call center providing members and clinicians with benefits, authorizations and referrals for behavioral health services. Supported the local call center as a subject matter expert and provided specific developmental coaching for a team of 14 masters level counselors.

Responsible for investigating reports of child abuse, assessing risk, and working with Law Enforcement to ensure the safety and well-being of children. Prepared affidavits and appeared in court to testify on the results of an investigation.

Master Of Arts (M.A.), Counseling Psychology

Bachelor Of Arts (B.A.), Psychology