Jasmin Lilis Email & Phone Number

Saint Paul, Mn, Us

At Framework, I manage the company’s overall people and culture operations work, similar to a Project Manager. In this role, I strive to balance the needs of individual team members and the organization, all while helping maintain compliance and keeping organizational goals top of mind. Building systems and processes to continuously improve employee engagement, development, and retention and, at the same time, focusing on creating a culture and environment that makes employees feel happy and proud to work at Framework, doing so through the management of the employee journey, developing people strategies, updating HR systems, and more! Reporting to the CEO, I lead Framework's Talent Acquisition, Performance Management, & Culture Engagement and Experience. I love that this position allows me to effectively partner with cross-functional teams to mature product and external brand strategy that represents the organization's mission, vision, and values. A few projects I completed within the first few months as People & Culture Manager include adding audio to our English and Spanish courses, adapting our Spanish course content from a formal Spaniard translation to an informal US-Spanish translation, and ensuring our products utilize gender-inclusive language.About the Team:The People and Culture team focuses on improving company culture, increasing employee dedication and diversity, and fueling business growth. We employ a holistic approach to address business goals using customized people tools that focus on increasing employee value. The team is responsible for two key components: People and Culture. These are the two most critical components of any business, as people are our most valuable asset and opportunity, and of course, culture is how the company delivers on its very purpose and reason for being. With a focus on these two key components combined, “People and Culture” makes magic.

Remote

Remote

Remote

Assist customers in resolving any emerging problems they are experiencing with empathy, accuracy, and efficiency. Senior Representatives understand Framework’s business practices and procedures. We can apply them to work that may be complex, difficult in nature, or that requires collaboration with other teams and business units. We serve as liaisons to other key business units like Partnerships, Information Systems, Engineering, and Brand Marketing. We can resolve complex issues collaboratively and with little direction or supervision. I also assist with developing policies and procedures for customer support I daily support the Customer Success Manager in managing relationships with partners who provide additional services to Framework customers.

Anoka, Minnesota, United States

At Decopac, my responsibilities varied. I supervised, led, strategy executed, and quality assured the Customer Support department, ensuring the call center continuously provided World Class Customer Service, exceeding all KPI and SLA via call queues, emails, internet, departmental projects, and initiatives.I assisted with the merging of the departments with Technical Support and Customer Service, developed a successful training and retention program, and maintained the technical support relationship with customer corporations in North, South, and Central America. I also created a knowledge base platform for all company and process information references. I assisted Marketing with translation for Spanish customer knowledge reference guides, Marketing flyers, and communications.In addition, I was responsible for analyzing and monitoring real-time and past data, systems, and campaign statistics and maintaining detailed spreadsheets and reports to drive and enhance performance while demonstrating process orientation. I provided a hands-on leadership style and guidance to the department. It was utterly important maintaining a learner’s mindset and continuously stay current with system information, changes, and updates. I coordinated and conducted staff meetings and department-wide communications for any developments or information necessary for support staff to fulfill their responsibilities.Additional responsibilities included but were not limited to: onboarding, overseeing, and managing Tier 1, 1.5, and 2 training, continuous one-on-one coaching, career development coaching, and skill-building, scheduling, monitoring of staff, appraising performance, addressing complaints, resolving problems, performance evaluation, career action plan, and process; including detailed overseeing and managing multiple department projects setting and ensuring deadlines were met.

As a Technical Support Specialist, I handled Tier 2 Technical Support cases through phone and email submission for the PhotoCake systems, computer hardware, and software systems. I provided step-by-step technical solutions, trained users on software and component usage, and replaced damaged or malfunctioning parts on hardware when necessary while maintaining detailed documentation. I resolved customer questions and concerns efficiently by interviewing and actively listening, communicating clearly and concisely, and assuring customer understanding. I assisted the Development Support team in maintaining new and existing system functionality by testing computer components and software.

Maple Grove, Minnesota, United States

At the Courtyard, my position was to oversee and quality-assured the hotel's daily operations. Safeguarding each guest's stay is beyond their expectations, securing and creating long-term relationships for business and leisure guests. It was important to resolve conflicts under pressure and in a fast-paced environment. I also performed daily receptionist responsibilities, report pulling, new hire training, and employee schedules.