Jeffrey J. Wilson Email & Phone Number

San Francisco Bay Area

New York, United States

Served as lead project manager for the design and implementation of a workforce management program for BlockFi's omni-channel, multi-site, global Client Services Contact Center. Created long-and short-term contact forecasts and staffing plans in support of BlockFi's expansion to 24/7 operations. Oversaw an eventual 75% reduction in staff, due to macroeconomic forces impacting the cryptocurrency sector, while still maintaining a service level target of 85% of calls, answered in 20 seconds or less, throughout.

Ramsey, New Jersey, United States

Oversaw the day-to-day operations of Konica Minolta’s Technical Support Center, serving Konica Minolta’s branch and dealer field service technicians. Retained all workforce management responsibilities listed below, in addition to assuming interviewing, hiring, contact quality review and employee coaching and development responsibilities. Coordinated training for all staff and assisted the department manager with the development of departmental policies and procedures, staff performance goals, and the preparation of annual performance reviews. Served as systems administrator for the department's NICE IEX workforce management software. Created data visualizations and dashboards, in PowerBI, for management and staff in addition to creating ad hoc reporting. Served as back-up to the department manager when out of the office.

Served as Project Manager creating and leading a workforce management program for Konica Minolta's 30-person Solutions Support Division, a technical support center serving Konica Minolta's branch and dealer service technicians. Led a team of four workforce optimization specialists. Served as managements' primary point of contact on workforce management policies. as well as the system administrator for the department's Verint Blue Pumpkin workforce management platform. Conducted all call forecasting and agent scheduling for the contact center. Created and maintained reporting for department management on a variety of KPI's and metrics.

Windsor, Ct

Selected as the first member of Eversource's Windsor Customer Care center's new Wokforce Management Team. Administered the live monitoring of real-time, schedule adherence data and directed the multi-skill routing of call traffic across a multi-site, customer contact organization of 300+ representatives. Utilized premise-based Aspect© workforce management software, call forecasting, intra-day reporting and other data analysis tools to develop and present staffing recommendations to management. Maintained staffing schedules, recorded schedule deviations, and produced daily reporting on staffing shrinkage and center performance. Interacted extensively with management to coordinate the assignment of off-phone work, and secure buy-in on workforce management proposals.

Windsor, Ct

Same responsibilities as above.

Windsor, Ct

Led a high-functioning team of 12-15 customer service representatives in a fast-paced 24/7 customer contact center. Regularly reviewed staff call metrics, trained and coached staff on job performance, performed call monitoring quality assessments and delivered regular, critical feedback, including the preparation and delivery of bi-annual performance appraisals. Facilitated team meetings and informational briefings, resolved escalated customer contacts, approved staff system transactions, and verified timesheets for accuracy.