Jeffrey J. Poff, Enp Rpl Email & Phone Number

Wisconsin, United States

Lead and oversee a dynamic team of leaders to drive exceptional performance and deliver a world-class customer experience across all channels.Strategically analyze and interpret complex performance data and trends to inform decision-making, continuously improving service levels and operational efficiency.Collaborate with senior leadership to proactively identify potential challenges and implement innovative, scalable solutions that align with organizational goals.Champion the development and optimization of processes, systems, and technologies to enhance the effectiveness and quality of a comprehensive multimedia contact center, including phone, chat, email, SMS, social media, blog, and online community platforms.Foster a culture of continuous improvement, engagement, and professional growth, ensuring the team is equipped to meet evolving business needs and customer expectations.

United States

Motivate, engage, and develop leaders who create a high performing environment. Analyze trends and performance data to ensure the customer receives a world class customer experience. Proactively communicate with leadership on potential issues while determining and suggesting resolutions. Develop or enhance processes and systems to improve efficiency and quality of all aspects of a multi media contact center (phone, chat, email, social media, blog, and online community).

West Bend, Wisconsin, United States

Create a Quality Assurance and Compliance Monitoring Structure and Strategy for the Contact Center (Phone and Media).Provide hiring, training, development, and supervision of all Quality Assurance Specialists.Assist with the overall production of the Quality Assurance team and provide guidance to team members on meeting team production goals. This includes monitoring calls, scoring/assessing, providing coaching & feedback and conducting calibration sessions. Act as a subject matter expert on both the quality and compliance programs, while ensuring all quality standards and regulatory compliance are met and maintained. Create quality and continuing education training to contact center and quality assurance employees.Establish and track metrics/KPI’s to ensure all business initiatives are performing and growing as planned or better - adjust strategies and communicate updates as needed.Facilitate and encourage strong communication between the QA, compliance, and process teams with all other internal business teams. Responsible for meeting deadlines around the percentage of quality assurance evaluations to be performed by a specific date.Processes are kept updated with system and people adjustments taking place in the Contact Center and business.

Wisconsin

Create a Quality Assurance and Compliance Monitoring Structure and Strategy for the Contact Center (Phone and Media).Provide hiring, training, development, and supervision of all Quality Assurance Specialists.Assist with the overall production of the Quality Assurance team and provide guidance to team members on meeting team production goals. This includes monitoring calls, scoring/assessing, providing coaching & feedback and conducting calibration sessions. Act as a subject matter expert on both the quality and compliance programs, while ensuring all quality standards and regulatory compliance are met and maintained. Create quality and continuing education training to contact center and quality assurance employees.

Hubertus, Wisconsin, United States

Waukesha, Wi

Oversees the day-to-day operations, activities, and personnel on an assigned shift to ensure compliance of established guidelines, procedures, and policies; ensures appropriate staffing levels are maintained; creates seating assignment rosters.Responsible for the effective supervision and administration to include staff development and training, performance management, employee relations, prioritizing and assigning work and related activities and approving and monitoring leave requests. Advises staff on difficult issues and makes decisions on exceptional situations to manage and implement appropriate services and assistance.Ensures the operational readiness of equipment related to the 911 emergency telephone system, user and affiliated agency radio systems, and the department’s computer aided dispatch system (CAD). Makes minor repairs to communication systems, analyzes problems, and makes referrals to appropriate sources of service.Assists Telecommunicators with difficult and complex calls; serves as the technical expert over complaint-taking and dispatching operations; conducts quality assurance reviews of calls; and operates a telephone and radio console to respond to a variety of emergency and non-emergency services and complaints when needed.Quality Assurance SupervisorInterpret and implement quality assurance standards, procedures, and trainings.Develop, recommend, and monitor corrective and preventive actions.Identify training needs and organize training interventions to meet quality standards.Assure ongoing compliance with quality and industry regulatory requirements.Create, analyze, and review reports and data to properly determine areas needing improvement.

Waukesha County Communications

Communications Training Officer (CTO) - Provides initial training to new employees in a consolidated dispatch center.Continually assess the training needs of all staff in the communications center, make plans to implement and administer ongoing training programs for all staff, supervisors, and management personnel.Maintain training records and ensure that all staff licenses and certificates are up to date and comply with the dispatch center regulations.Telecommunicator-Utilize a computer-aided dispatch system, receive emergency calls from the public requesting police, fire, medical, or other emergency services.Determine the nature and location of the emergency; determine priorities, and dispatch police, fire ambulance or other emergency units as necessary and in accordance with established procedures, policies, and protocols.Receive and process 911 emergency calls, maintain contact with all units on assignment, maintain status and location of police and fire units.Enter, update, and retrieve information from a variety of computer systems, while monitoring several complex public safety radio frequencies, radio consoles, telephones, communications equipment, and numerous computer programs.Receive and process requests for information regarding vehicle registration, driving records, and warrants; while providing pertinent data to any and all units in the field.

Milwaukee, Wi

Responsible for daily driver operations, including communication via Nextel, email, telephone, fax, etc. with drivers and customers.Take incoming calls and determine the most efficient method of resolution of reported problems.Maintain and promote high level of professionalism in all forms of communication with customers and coworkers. Review and update electronic dispatch board with driver assignments to ensure all loads are dispatched and that detailed information on assigned loads is relayed and completely understood on each move per contractual agreement with the customer(s).

Greater Milwaukee Area

Employ a variety of proactive patrol techniques and strategies to ensure the safety and security of all MCW-affiliated persons and property.Decisively respond to assigned calls for service, emergent situations, and critical incidents with a working knowledge of law enforcement, public safety, and fire/life safety techniques.Act as a first responder to all fire and life safety incidents. Provide initial assessment of situations and make the determinations for appropriate responses.Monitor the Department’s communications and surveillance center, while answering all incoming calls on service and emergency lines in a prompt and professional manner.

Ensure newly hired officers are properly orientated, acclimated, and trained to effectively and efficiently perform their primary job functions. Perform the essential functions of a Public Safety Officer while training a newly hired officer.Train and instruct new officers on proper patrol techniques while continuing to follow all Standard Operating Procedures.

Milwaukee, Wi

Supervise 5 - 100 employees at over 15 locations throughout Milwaukee County.Perform uniform inspections of officers at remote locations while utilizing a company vehicle.Respond to all security, safety, and fire alarms at remote areas in Milwaukee County.Manage and maintain staffing at over 15 locations throughout Wisconsin, and work at certain locations that are below minimum staffing requirements.Completed/Instructed employee training in Retail Loss Prevention pertaining to tactics, prevention, and apprehension.

Milwaukee County Transit Security - Milwaukee, Wi

Respond to police and medical emergencies that occur on Transit Property.Enforce rules and regulations on Milwaukee County Transit Property.Perform regular patrol of Transit Property throughout Milwaukee County.

Provide security for the public while supervising between 10 and 300 employees during special events, such as, company picnics, church festivals, outdoor concerts (Harley 100th Anniversary Party; , SummerFest, etc.Respond quickly and decisively regarding incidents concerning the protection of property and life Organize and provide security for restricted areas, perform crowd control, and patron assistance while utilizing restricted access.

Platteville, Wi

Responded and reacted promptly and quickly in decision making situations. This could have included performing life saving tasks whenever and wherever necessary.Maintained awareness and safety of immediate surroundings to protect other emergency responders, injured citizens, and other bystanders.

Racine, Wi

Performed the duties of a Probation/Parole Agent.Completed safety training and ACT training.Carried out all new agent tasks while working with a caseload.

Ba, Criminal Justice

Activities and Societies: UWP Student Senate UWP Football Team President; Inter-Fraternity Council (IFC) Lambda Sigma Pi (LSP) Kappa Alpha.

Emergency Medical Technician - Basic, Course

Crime Prevention Through Environmental Design