Jana Hill Email & Phone Number

Salt Lake City, Utah, United States

● Coordinate home health nurses, physical therapy and hospice.● Transportation for and attending weekly doctor visits.● Monitoring and documenting patient condition, including checking vital signs, recording food/water intake and monitoring and delivering medications.● Personal needs such as bathing, dressing and grooming.● Planning and preparing meals, all housekeeping, and being near as a constant companion.

Lehi, Utah

● Managed two teams within Customer Operations including a team of Customer Success Managers and a team of Post-Operation Level One Support.● Project Manager for the development of the Customer Success Manager job functions including: Team Metrics, Standards and Performance, Processes, Employee Development and Training, Mission, Vision and Motto.● Project lead for the development of procedures and documents● Built strong relationships with cross functional and field support teams.● Reduced the length of time Solar Projects took for customer from Sale to Permission to operate by over 60%● Oversaw up to 1500 Solar Projects at a given time, from Sale to Permission to Operate.● Handled highly escalated customer situations, eliminating threats for legal action and customers no longer responding to phone calls● Recognized for high performing team● Managed team through change of standard based metrics to score card style metrics which included: Reasonable Expectancy, Performance Quotient, CSAT

Provo, Utah Area

● Hired, trained, scheduled and monitored employee performance.● Developed and delivered training to employees including both on boarding and on going training.● Built a strong, unified team dedicated to assisting customers. Involved employees in decision making and held creative competitions to motivate employees.● Improved customer satisfaction scores by 10% achieving a 90% satisfied rating through training and coaching.● Recognized as SME for international training in customer service and technical support.● Key contributor to development of global training manual in technical and soft skills.● Created a positive work environment, with dedicated employees in the call center.● Handled customer issues as liaison between customer and Technical Support, managing account records, resolving escalated customer service issues.● Contributions to CRM replacement project which was completed to meet critical deadlines.● Project leader for Technical Support employee soft skills improvement and training.