Jason Hight Email and Phone Number

Major Achievements-Designed a custom SharePoint site to centralize documentation, contact information, reporting, and meetings for the contact center-Created a workflow using PowerAutomate to allow data collection of incoming inquiries from call representatives as well as responses from onshore teams-Successfully using this new data on an ongoing basis to identify training gaps, documentation needs, and areas for process improvement-Established weekly meetings and a virtual Lean… Show more Major Achievements-Designed a custom SharePoint site to centralize documentation, contact information, reporting, and meetings for the contact center-Created a workflow using PowerAutomate to allow data collection of incoming inquiries from call representatives as well as responses from onshore teams-Successfully using this new data on an ongoing basis to identify training gaps, documentation needs, and areas for process improvement-Established weekly meetings and a virtual Lean huddle board to organize and coordinate all the technical specialists in the department-Worked with seniors and subject matter experts from each production team to create streamlined FAQ documents to aid call representatives with easy to access information while on call and improve customer experienceResponsibilities-Collaborate with technical specialists from other teams within the department to identify and spearhead process improvements and strengthen communication-Act as a subject matter expertise for the contact center and other teams-Assist in supervision of daily capacity and workflow to maintain performance standards and ensure availability for our customers-Maintain daily reporting and quality metrics for the contact center-Navigate escalated calls and cases to provide exceptions and resolutions for clients on a case by case basis and resolve login issues with our online portal and elevate to backend teams as needed-Coordinate weekly training and check-ins with both onshore and offshore teams Show less

Major Achievements-Spearheaded a project to reduce the workload of an administrative role by 75% and reallocate the time toward increasing sales production capacity-Achieved this by collaborating with a variety of IT, production, and compliance teams to gather requirements, implementation timelines, and data sources-Created automations through UiPath to streamline daily data entry and reporting-Overhauled daily sales reporting from a screenshot to an interactive system optimized… Show more Major Achievements-Spearheaded a project to reduce the workload of an administrative role by 75% and reallocate the time toward increasing sales production capacity-Achieved this by collaborating with a variety of IT, production, and compliance teams to gather requirements, implementation timelines, and data sources-Created automations through UiPath to streamline daily data entry and reporting-Overhauled daily sales reporting from a screenshot to an interactive system optimized for a variety of teams with different data requirements using PowerBI after working with IT teams to update data structures-Coded and deployed an automation through UiPath to handle monthly reporting required by certain states-Built a template for quality control documents in Excel using VBA coding and data validationsResponsibilities-Assisted production teams to learn their processes in order to identify areas for improvement and prepare recommendations for leadership-Step into daily production as needed to maintain workflow efficiency and operational output Show less

Major Achievements-Identified a system flaw and co-led an effort to correct the issue with system architectsResponsibilities-Maintained data integrity of new and existing plans by responding to internal IT tickets to correct or update data tables using SQL-Collaborated with legal, compliance, and administrative teams to lead requirements gathering for contract language updates to effectively code and implement the updates through Xpertdoc coding-Assisted in identifying… Show more Major Achievements-Identified a system flaw and co-led an effort to correct the issue with system architectsResponsibilities-Maintained data integrity of new and existing plans by responding to internal IT tickets to correct or update data tables using SQL-Collaborated with legal, compliance, and administrative teams to lead requirements gathering for contract language updates to effectively code and implement the updates through Xpertdoc coding-Assisted in identifying system pain points to present and troubleshoot with our system architect teams-Managed system access credentials through weekly and monthly reports of employee requirements Show less

Major Achievements-Created documentation for and standardized over 50 procedures-Designed and implemented three automations in a three-month period that have saved a total of ~20 hrs/wk using UiPath-Developed and led a six-week training program for an international contact center team-Developed multiple two-week training programs for separate international administrative teams-Provided ongoing coaching and support for offshore team-Team consistently scores above 95% in… Show more Major Achievements-Created documentation for and standardized over 50 procedures-Designed and implemented three automations in a three-month period that have saved a total of ~20 hrs/wk using UiPath-Developed and led a six-week training program for an international contact center team-Developed multiple two-week training programs for separate international administrative teams-Provided ongoing coaching and support for offshore team-Team consistently scores above 95% in customer surveys-Represented team on new SharePoint workflow site for departmentResponsibilities-Responded to customer inquiries in a timely and efficient manner-Communicated with other teams in the department to give insight into customer needs with the goal of improving customer care-Processed various administrative tasks including address changes, beneficiary changes, incoming applications, email inquiries and more Show less

Major Achievements-Received recognition for being the only banker within my district to complete a sales call campaign-Awarded for outstanding customer experience survey scoresResponsibilities-Acted as a communication bridge between bankers and tellers-Served in a diverse role designed to maximize customer relationships by having a full understanding of all branch functions-Referred customers to a variety of partners to most effectively deepen customer… Show more Major Achievements-Received recognition for being the only banker within my district to complete a sales call campaign-Awarded for outstanding customer experience survey scoresResponsibilities-Acted as a communication bridge between bankers and tellers-Served in a diverse role designed to maximize customer relationships by having a full understanding of all branch functions-Referred customers to a variety of partners to most effectively deepen customer relationships-Conducted daily sales and care calls to maintain and build customer relations-Performed account maintenance daily to assist customers as needed. Show less

Major Achievements-Revamped the system for organizing large package flow through the warehouse-Created and implemented a training program for new and existing associate leaders-Programmed a new system with management team to track performance metrics using ExcelResponsibilities-Led departments and ensure a steady package flow to maximize processing efficiency-Used servant-leadership to individually remove employee barriers-Improved on and implement new training… Show more Major Achievements-Revamped the system for organizing large package flow through the warehouse-Created and implemented a training program for new and existing associate leaders-Programmed a new system with management team to track performance metrics using ExcelResponsibilities-Led departments and ensure a steady package flow to maximize processing efficiency-Used servant-leadership to individually remove employee barriers-Improved on and implement new training programs-Tracked, organized, reported, and displayed performance metrics for management team-Worked with associates to ensure complete and accurate job function in order to maintain quality, safety, and company standards-Managed teams of 100+ associates. Show less

Major Achievements-Led multiple new hire orientations and training for 100+ new employees-Trained new associates in every function of the warehouse-Improved employee relations by acting as a bridge of communication between associates and managersResponsibilities-Had a complete understanding of all warehouse functions to assist associates’ performance-Led new hire orientations and training-Supervised various departmental functions of the warehouse as assigned… Show more Major Achievements-Led multiple new hire orientations and training for 100+ new employees-Trained new associates in every function of the warehouse-Improved employee relations by acting as a bridge of communication between associates and managersResponsibilities-Had a complete understanding of all warehouse functions to assist associates’ performance-Led new hire orientations and training-Supervised various departmental functions of the warehouse as assigned nightly-Trained associates in new job functions-Recommended new leaders to management and learning teams based on interpersonal skills and work ethics Show less