Jeffrey D. Email & Phone Number

Columbia, Missouri, United States

Key Achievements:- Delivered 93% success rate within 7 months, following creation & implementation ration of Natural Language Processing IVA- Won Five9 AI Automation Award 2023- Roadmap & coordinate entire lifecycle of key projects, applications, & strategic initiativesConceived & rolled out enterprise-wide knowledge base application that eradicated organizational information silos, identify & realize opportunities to optimize operational efficiency, streamline project delivery… Show more Key Achievements:- Delivered 93% success rate within 7 months, following creation & implementation ration of Natural Language Processing IVA- Won Five9 AI Automation Award 2023- Roadmap & coordinate entire lifecycle of key projects, applications, & strategic initiativesConceived & rolled out enterprise-wide knowledge base application that eradicated organizational information silos, identify & realize opportunities to optimize operational efficiency, streamline project delivery & support attainment of goals & objections. Ensure contact center supervisors & agents adherence to best practices, policies, & protocols. Review service agreements & contracts to ensure correct details & pricing utilized. Facilitate delivery of projects to budgets, schedules, & agreed specifications by collaborating cross-functionally & supporting senior leadership. Hire, onboard, train, and mentor contact center supervisors& agents, expediting productivity & expanding team skillsets. Show less

Jefferson City, Missouri, United States

Key Achievements: - Created a Commercial Banking Support Contact Center to support Commercial Banking, Treasury & Government Banking products. - Augmented relationships with key clients & increased retention rate by efficiently resolving complex technical issue with exemplary management.- Boosted customer satisfaction from 35%to 95% with the transformation of Commercial Banking Support functions.Built robust relationships with developers & vendors to enhance operation &… Show more Key Achievements: - Created a Commercial Banking Support Contact Center to support Commercial Banking, Treasury & Government Banking products. - Augmented relationships with key clients & increased retention rate by efficiently resolving complex technical issue with exemplary management.- Boosted customer satisfaction from 35%to 95% with the transformation of Commercial Banking Support functions.Built robust relationships with developers & vendors to enhance operation & system availability. Negotiated renegotiated contracts to minimize expenditure. Performed market research then drafted detailed business plans, outlining potential products & revenue growth opportunities. Enabled attainment of goals fostering strong relationships with suppliers & customers. Partnered with Executives & Senior Vice Presidents to deliver continuous improvement & beat team targets. Monitored industry trends plus maintained knowledge of competitor products& pricing to pinpoint opportunities for service development, improve customer experiences, and gain competitive advantage. Show less

Columbia, Missouri, United States

Key Achievements: - Delivered 85% team adherence to top-performance metric payout - Improved customer satisfaction by 67% with the executional of a robust agent development program that enabled identification & mitigation agent's skills & service gaps. Leading team of 12+ agents, implemented corporate policies, work processes & protocols plus executed disciplinary procedures. Crafted clear & effective policies encompassing all employee activities, including customer interactions… Show more Key Achievements: - Delivered 85% team adherence to top-performance metric payout - Improved customer satisfaction by 67% with the executional of a robust agent development program that enabled identification & mitigation agent's skills & service gaps. Leading team of 12+ agents, implemented corporate policies, work processes & protocols plus executed disciplinary procedures. Crafted clear & effective policies encompassing all employee activities, including customer interactions to optimize the customer experience. Set quality assurance benchmarks & improvement targets that were adopted by the entire contact center. Captured & analyzed call data to gain insights into customer experience & agent behavior to pinpoint opportunities to refine processes & support provision. Recruited, hired, onboarded, trained, & mentored team members to achieve professional & personal career goals. Provided individualized support, offered feedback & cross-trained colleagues to maximize productivity, enhanced performance, & promote career development. Monitored individual attendance & punctuality then efficiently addressed emerging trends to avert long-term issues. Show less

Columbia, Missouri, United States

Columbia, Missouri, United States

Columbia, Missouri, United States