Jeff Willson Email & Phone Number

Support, implement and manage business intelligence and data warehouse projects from conception to final deliverables in support of business intelligence services and analytics to ODHS.

Remote

Monitored incoming volume to ensure optimal staffing to assist customers through social media channels. Partnered with senior leadership to balance needs while working on achieving enterprise goals. Conducted analytical research to assist in maximizing performance for frontline.• Maintained staffing plan for 5 channels impacting 400 employees, exceeding staffing goals while communicating progress against overall strategy to stakeholders.• Established and facilitated cross-functional partnerships and processes for Global Care mitigation project, enabling 98% of internal employees to have holidays off and providing additional mitigation levers in case of unplanned outages or critical network issues.• Collaborated with cross-functional teams in ad hoc settings when system outages occurred, determining root cause, prioritizing next steps and seeing problems through to resolution.• Resolved complex technical questions from end-users through multiple support channels.• Onboarded new employees and interns by creating and facilitating training content and regular instructional sessions.

Salem, Oregon, United States

Analyzed forecast data and call arrival patterns to create optimal staffing schedules to exceed enterprise goals for service level. Facilitated weekly calls for multiple cross-functional teams to communicate information about current business state.• Recommended schedule sets for Salem call center for regular realignments, meeting customer demand and balancing frontline satisfaction impacting 740 employees.• Played integral role in cross-functional team, strategizing in sunsetting retention line of business and standing up TEX model while minimizing negative customer impact.• Partnered with direct manager to determine team strategy and set team goals, maximizing customer satisfaction.• Worked on continuing development of team members based on action plans created together and overall team strategy, identifying and coaching / developing 1 team member to be legacy / intern.

Salem, Oregon, United States

Monitored incoming volume for disruptive events, network issues and major impacts to communicate pertinent information to senior leadership. Executed reporting creation and maintenance.• Prioritized customer needs and stakeholder input while balancing business state at enterprise level, consistently exceeding enterprise service levels and employee satisfaction.• Collaborated with leaders to deliver on reporting needs, relaying valuable information to increase performance.• Trained new team members / interns on overall job functions, showing value of intern program through several promotions to permanent team members.• Managed issuance of proper access levels in multiple systems, reducing time new hires waited for access provisioning. Accelerated deeper training content and improved competence after new hire class.

Salem, Oregon, United States

Functioned as subject matter expert on all internal policies and procedures. Coached and developed team to help exceed personal goals and deliver world-class customer satisfaction. Analyzed team performance to identify opportunities to increase performance and success.• Served as escalation resource to team and rest of department for customers, complex scenarios and sensitive situations, earning recognition for quickly deescalating customers and developing out-of-the-box solutions that satisfied all parties.• Communicated progress against strategy and any applicable trending that could benefit management team and call center to senior leadership, helping increase performance on multiple management teams by spending time digging into metrics to identify easily fixable opportunities.

Salem, Oregon, United States