Jared Simpson Email & Phone Number

Sacramento, California, United States

Sacramento, California, United States

Sacramento, California Area

Sacramento, California

• Responsible for the contract functions of the California Department of Education (CDE) and the three State Special Schools (SSS) and three Diagnostic Centers in California, including but not limited to:
• Reviewing, developing, preparing, and processing standard and interagency agreements, in compliance with the State Administrative Manual (SAM), State Contracting Manual (SCM), the Public Contract Code (PCC), and the.
• Working alongside and providing technical assistance to various levels of CDE program staff on completing Scopes of Work, analyzing budget documents to ensure no discrepancies with contract funding amounts, and.
• Analyzing budget documents to ensure no discrepancies with contract funding amounts.
• Researching updates of regulatory changes imposed on standard agreements and Public Works contracts.
• Developing and preparing bid advertisements to be posted in the California State Contracts Register (CSCR), through the Fi$Cal System.

Folsom, CA

• Responsible for daily database administration of the Workforce Management software (Five 9, Injixo); including exception entries, attendance updates, schedule swaps, OT, PTO or other scheduling adjustments.
• Analyzed same day and real time call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly and monthly level.
• Created and provided interval level staffing requirements on a weekly basis to ensure that staffing was optimized to best meet call volume patterns and improve schedule optimization.
• Provided post-analysis recommendations to WFM leadership on anomalies within the business as well as future new products/services to determine impacts on the business to minimize any negative impacts on overall.
• Observed that calls queuing were kept to a manageable level and immediately notified appropriate personnel of any spikes or major increase in incoming calls.
• Coordinated and scheduled all agent job related training classes for 150+ agents.

Folsom

• Oversaw Technical Support Agents and evaluated calls and case handling with emphasis on quality, customer service, and procedural adherence.
• Completed an agreed percentage of audits for Technical Support Agent cases per day and provided Team Managers with constant updates.
• Researched, measured and reported trends of Nest products through tracking tools, CRM systems (Salesforce) and Microsoft Office software (Word, Excel, Publisher and PowerPoint).
• Conducted daily training sessions and provided assistance for Technical Support Agents.
• Successfully developed and implemented the new Hardware Warranty Replacement Procedure for all of Folsom, CA.

Folsom, CA

• Provided first line of support to customers for infrastructure and product related requests.
• Successfully exceeded call center measurable success metrics.
• Consistently ranked in the top 5 percentile of performance metrics.
• Provided excellent customer technical support.
• Successfully built and developed a level of credibility and rapport with other Agents, Quality Leads, and Management.

Long Beach, CA

• Developed and taught Fitness and Lifestyle workshops which focused on nutrition, fitness, stress management and sleep management.
• Assisted health educators in conducting workshops, outreach events, and presentations.
• Organized outreach events and established rapport with local community agencies.
• Presented information on the Health Resource Center to students and faculty and scheduled patient appointments.

Elk Grove, CA

• Improved customer satisfaction by providing excellent customer service and conflict resolution.
• Processed multiple payment types--cash, checks, debit/credit cards and government assistance.
• Easily established rapport with culturally diverse customers.

Elk Grove, CA

• Responded to emergency incidents and provided care for and transportation of patients.
• Supported the suppression of fires, rescues, hazardous material releases, and other emergencies.
• Provided community outreach on fire safety practices.

Elk Grove, CA

• Bagged customers’ groceries in a quick and efficient manner.
• Provided carry out service to customers.
• Conducted price checks and returned items to proper locations.
• Gathered shopping carts and assisted in the prompt cleanup of spills and other general housekeeping duties.

Bachelor Of Science (B.S.), Health Science And Community Health Education, Senior

Activities and Societies: Member of: Phi Kappa Phi Honor Society, Eta Sigma Gamma, and the Health Science Student Association..

Associate Of Arts (A.A.), Fire Technology