Jaime Simms, Cpp Email & Phone Number

Westlake, Texas, Us

Quickly assessed team dynamics and implemented process improvements, enhancing efficiency and response times across support channels.Developed a continuous improvement plan, optimizing KPI tracking and driving cultural change towards a customer-centric organization focused on delivering exceptional experiences.Fostering a collaborative environment, encouraging open communication and feedback across teams to align on customer needs and elevate overall service quality.

Greenwich, Ct, Us

Directing and overseeing the Activations, and Sales Support teams, ensuring seamless collaboration and synergy to achieve organizational goals.Leading the strategic management of preboarding processes, optimizing application submission workflows to enhance efficiency and accuracy.Implementing rigorous quality oversight measures throughout the activation and installation phases, ensuring the highest standards in account processing.Establishing and nurturing a culture of knowledge-sharing to support ongoing learning and growth within the dynamic landscape of the sales channels, including the successful initiation and upkeep of Learning and Development (L&D) programs for the entire sales organization.

Greenwich, Ct, Us

Training and Documentation: •Revolutionizing training and documentation by planning, building, and maintaining cutting-edge materials for various sales channels, including inside, direct, independent agents, and ISV partners.•Thought leader in the payment industry, focusing on competitor analysis, Payarc products, and Payarc systems.•Collaborating closely with Sales Channel leaders to shape the future of training, setting new standards for effectiveness and impact.•Pioneering innovative approaches in partnership with marketing and operational departments to create dynamic, engaging, and precise training materials.•Partnering with Product and Sales Channel leadership to lead the charge in creating smart, interactive, and intuitive documentation.Innovative Project Management:•Leveraging advanced tools and methodologies to set new benchmarks for efficiency and effectiveness.•Proficient in Jira for agile and efficient project management, ensuring optimal collaboration and streamlined processes.Training Revolution:•Utilizing Articulate 360, to create dynamic and immersive learning experiences. This approach ensures that the educational content developed is engaging, interactive, and tailored to meet the diverse needs of modern learners.Business Enablement Transformation:•Catalyst for transformative growth in the Business Enablement Department.•Focused on pushing the boundaries of information gathering, documentation, project intake, and timeline management to usher in a new era of efficiency and productivity.Innovative Work Assignment Strategies:•Pioneering strategies that harness the power of automation, data analytics, and artificial intelligence to optimize work assignments and resource allocation.

Atlanta, Georgia, Us

Designed a support ecosystem consisting of Knowledge Management, Training, Quality and WFM teams to create a feedback and process improvement loop to Operations teams resulting in optimal team performance.Guided a 2500 employee organization through change management into a behavioral based Quality control model. Leveraging AI technology to evolve audit size from <1% to 100% yielding improved NPS & CSAT.Led 100+ employees including Sr. Directors, Director and Sr. Manager.

Atlanta, Georgia, Us

Led Workforce planning teams around the world. Oversaw Capacity Planning, scheduling, forecasting and reporting for all contact centers worldwide including integrations from M&A.Engineered and launched WFM software into 900+employee contact center creating staffing efficiencies and capacity.Transformed the way data is delivered to our business within Operations by standing up a Business Intelligence tool for contact center data consolidation due to multiple platforms from acquired businesses.Analyzed the Heartland Payroll Businesses leading to over $4MM in savings through technology enablement, real estate consolidation, and rationalizing headcount.

Provide customized meal preps for client’s to reach their fitness goals.

Oklahoma City, Oklahoma, Us

Oversaw Help Desk, product integration, and client relation activities. Migrated workflow from India into a local service center, 10,000 client base from the acquired product.Developed system requirements for the product teams to enhance existing SAAS software.Executed planning, forecasting, and preparation of the department’s fiscal budget.

Oklahoma City, Oklahoma, Us

Oversaw Customer Support Team of 60+ agent group of combined regional teams.Chaired succession planning and professional development of supervisors Created KPIs and measurable metrics for alignment and accountability Created SOPs and best practices for performance managementDesigned and implemented career pathing for call center advocates.