Jennifer Hinton Email & Phone Number

Cheyenne, Wy, Us

Cheyenne, Wyoming, Us

Cheyenne, Wyoming, Us

Responsible for developing all call center objectives, managing daily/annual planning, providing budget oversight, and execution of all eBranch member development and operations. Provide guidance to credit union strategies to further grow and develop our base. Emphasis is on member experience, quality management, workforce planning, and compliance.

Cheyenne, Wy, Us

♦ Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems.♦ Meet with decision makers, system owners, vendors and end users to define business, financial, and operations requirements and systems goals, and identify and resolve systems issues.♦ Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems, and other post-implementation support.

Stamford, Connecticut, Us

Directed Change Management initiatives following company’s acquisition of Time Warner Cable and Brighthouse Networks. Streamlined 8 different knowledge management systems across 4 teams of writers with disparate writing styles. Reorganized writers to standardize and centralize writing function while integrating all 3 organizations with resource management, quality control, and targeted specialized support to meet and exceed performance goals of the Customer Operations L&D group.  Reduced staff by 60% while improving Time-To-Market and quality of work. Increased KM content use 20% within first 3 months. Slashed number of articles from 12K to 5800 reducing redundancy and eliminating outdated content.  Created and implemented new content strategy. Trained all writers on strategy and hired a staff of 12 vendors to rationalize and consolidate articles. Content in new system is now standardized and consistent.  Launched Oracle Cloud-based Knowledge System for 15K employees. Advocates Agile Learning Experience Process (ALEP) to assist staff with understanding individual roles in gated phases.  Promotes knowledge sharing through customers’ operational business processes and systems by strengthening links between knowledge sharing and information systems; and improving integration among systems to facilitate seamless exchanges of information. Implements KM practice by leveraging new technology solutions. Recommends cost-effective solutions to develop KM systems and offers results by designing and implementing process improvements.

Stamford, Connecticut, Us

Developed strategic communications plans across business platforms. Planned, researched, and wrote communications materials to support product launches, enhancements, policies, and procedures. Facilitated cross-functional communication meetings. Designed, developed, implemented, and supported applications and systems to achieve corporate objectives and goals. Provided accurate, timely, and effective communications empowering Business Unit team while ensuring uniformity in workflows and writing style. Analyzed and interpreted data providing written summaries with clear and logical content.  Created and disseminated a newsletter containing critical information for all employees. Achieved 30% read rate within 60 days.  Launched company’s Communications Program following acquisition of 2 major networks including Time Warner Cable. Standardized timeline, writing style, and information flow. Created a consistent methodology for release.

Bethpage, New York, Us

Ensured seamless Change Management initiatives following acquisition/merger of Bresnan creating 2 sets of operating procedures and protocols. Integral member of multidisciplinary team, and SME for standardizing processes across platforms.  Standardized and streamlined over 200 processes including training, knowledge content, and communications.  Oversaw quality monitoring, internal SOPs, and customer escalations.  Coordinated and launched effective initiatives for Cablevision’s Optimum West Call Center operations.

Us

Trained, coached, and guided staff to ensure a smooth transition during acquisition process by Cablevision. Worked within a cross-functional team to document current operational processes aiding in the transition. Supervised training of 400 employees on new product lines, processes, and technical troubleshooting.  Saved company $90K annually in reduced vendor fees while managing multiple projects.  Served as primary liaison between Bresnan and numerous internal groups at Cablevision ensuring clarity of goals, quality, and adherence to best practices.  Implemented training programs and managed creation and deployment of an online knowledge database.

♦ Accountable for daily and monthly cash audit, updating billing system, customer inquiries and training. Delivered best in class digital customer experience across various online and mobile app assets.

West Chester, Pennsylvania, Us

Bachelors, Management, Human Resources

Education record