Jennifer Kasper Email & Phone Number

Grand Rapids, Mi, Us

Grand Rapids, Michigan

* Oversee department operations of a combined staff of 45 field and office employees maintaining the regional traffic signal system, traffic signs and on and off street parking division of the Mobile GR department * Served as Interim Director 12/2023-06/2024 acting in the absence of department director as Mobile GR Commission staff liaison including City Commission and executive leadership facilitation including presenting items and initiatives for approval during public meetings… Show more * Oversee department operations of a combined staff of 45 field and office employees maintaining the regional traffic signal system, traffic signs and on and off street parking division of the Mobile GR department * Served as Interim Director 12/2023-06/2024 acting in the absence of department director as Mobile GR Commission staff liaison including City Commission and executive leadership facilitation including presenting items and initiatives for approval during public meetings, addressing constituent concerns and providing guidance on policy* Participate in City’s Emergency Operations Management Center activations during times of severe weather or other critical incident oversight* On camera and phone media interviews pertaining to departmental operations programs, changes and initiatives* Facilitate and respond to departmental FOIA requests as well as escalated constituent correspondence from both elected officials and City leadership * Oversee and project manage parking fund capital projects and associated expenditures including coordination with City's engineering department, external vendors and facilitating necessary budget amendments* Partner with Economic Development, Planning and/or Engineering on new development and transformational projects impacting parking and traffic operations* Contracts and agreements administration and vendor relationship management including drafting and reviewing Request for Proposals, contract renewals and amendments and accompanying agenda item preparation and presentation to appropriate boards and commissions* Meet with business, resident and visitor constituency groups to discuss multi-modal transportation options and challenges, project and department initiatives and priorities and promote programs Show less

Grand Rapids, Michigan, United States

* Supervise and oversee department operations for the on and off street parking division of the Mobile GR department including constituent inquiries and customer service escalations* Personnel management of combined staff of 30 field and office employees represented by multiple bargaining unions with differing contract terms including administering probationary reviews, bi-annual performance reviews, performance management plans, grievance meetings, shift bidding scheduling, and overtime… Show more * Supervise and oversee department operations for the on and off street parking division of the Mobile GR department including constituent inquiries and customer service escalations* Personnel management of combined staff of 30 field and office employees represented by multiple bargaining unions with differing contract terms including administering probationary reviews, bi-annual performance reviews, performance management plans, grievance meetings, shift bidding scheduling, and overtime rotations• Participate in permanent and temporary personnel interviews and hiring process including coordination with Human Resources, staffing agencies and budget office.• Help develop and input annual operating and capital budgets across multiple funds consisting of combined revenues and expenses in excess of $25 million, assist with budget presentation to City leadership and track budget to actuals monthly as well as alignment to City Strategic Plan• Oversee and project manage parking fund capital projects and associated expenditures including coordination with City's engineering department, external vendors and facilitating necessary budget amendments• Contract and operations agreement administration and vendor relationship management including drafting and reviewing Request for Proposals, contract renewals and amendments and accompanying agenda item preparation and presentation to appropriate boards and commissions• Project manager and department liaison for various departmental software solutions and programs* Implementation and management of department after-hours call management team and reporting software• Meet with business, resident and visitor constituency groups to discuss multi-modal transportation options and challenges, project and department initiatives and priorities and promote programs Show less

Grand Rapids, Michigan, United States

* Supervise and oversee department business office division of the Mobile GR department including constituent inquiries and handling escalated customer service issues* Personnel management of staff of 6 office employees including administering probationary reviews, bi-annual performance reviews, performance management plans and shift coverage• Participate in permanent and temporary personnel interviews and hiring process including coordination with Human Resources, staffing agencies and… Show more * Supervise and oversee department business office division of the Mobile GR department including constituent inquiries and handling escalated customer service issues* Personnel management of staff of 6 office employees including administering probationary reviews, bi-annual performance reviews, performance management plans and shift coverage• Participate in permanent and temporary personnel interviews and hiring process including coordination with Human Resources, staffing agencies and budget office.• Help develop and input annual operating and capital budgets across multiple funds consisting of combined revenues and expenses in excess of $25 million, assist with budget presentation to City leadership and track budget to actuals monthly as well as alignment to City Strategic Plan• Contract and operations agreement administration and vendor relationship management including drafting and reviewing Request for Proposals, contract renewals and amendments and accompanying agenda item preparation and presentation to appropriate boards and commissions• Project manager and department liaison for various departmental software solutions and programs• Meet with business, resident and visitor constituency groups to discuss multi-modal transportation options and challenges, project and department initiatives and priorities and promote programs Show less

Del Mar, California

• Lead a group of 25-35 team members and promote a collegial work environment between the team and both internal and external clients. Foster positive employee morale and keep teams engaged but driven for high performing results via methods such as Daily Management resulting in 6 hour TAT decrease over 2 quarters. Conduct 1 on 1’s with direct reports, interview and on board new team members, facilitate Individual Development Plans, annual Performance Success Plans and Performance Improvement… Show more • Lead a group of 25-35 team members and promote a collegial work environment between the team and both internal and external clients. Foster positive employee morale and keep teams engaged but driven for high performing results via methods such as Daily Management resulting in 6 hour TAT decrease over 2 quarters. Conduct 1 on 1’s with direct reports, interview and on board new team members, facilitate Individual Development Plans, annual Performance Success Plans and Performance Improvement Plans.• Propose and execute ideas, solutions, project plans and communication methodology as to overcome people, resource and competitive obstacles in order to successfully achieve department and organizational goals. • Conduct presentations during team, department or other large meetings which include business leaders across the organization• Champion and participate in change management initiatives through effective communication, driving projects to completion, and measuring outcomes to reward desired performance. Led successful implementation of offshore expansion project, electronic I9 transition, Salesforce and Shiftwise migration projects as well as company acquisition integrations.• Led million dollar credentialing vendor management relationships, including RFP processes and quarterly business reviews• Partner with Human Resources to create action plans based upon annual employee engagement survey results or other new department initiatives or projects as well as for cohort hiring events, performance coaching and action plans.• Escalations management and tracking, exception authorization and approval, monthly audit review and action plans, policy and procedures maintenance and updates, credentialing invoice audits and approval Show less

Irvine, California

• Manage employee performance via real time Salesforce dashboard monitoring and reporting analysis, conduct regular 1 on 1’s to assess goal progress as well as perform annual reviews, monitor work queues, facilitate training and process documentation, support and motivate a team of technical analysts both in office and remote, conduct interviews and contribute to new hire on boarding• Field and resolve escalated inquiries and assign department resources as necessary to assist with… Show more • Manage employee performance via real time Salesforce dashboard monitoring and reporting analysis, conduct regular 1 on 1’s to assess goal progress as well as perform annual reviews, monitor work queues, facilitate training and process documentation, support and motivate a team of technical analysts both in office and remote, conduct interviews and contribute to new hire on boarding• Field and resolve escalated inquiries and assign department resources as necessary to assist with resolution. Contributed to a decrease of 14 hours in mean time to resolution from prior FY13• Attend product and feature roll out meetings, be familiar and knowledgeable with HireRight product suite to ensure proper support and issue identification from team • Facilitator for post platform maintenance releases as a means to identify, scope and resolve negative impact to customers or internal teams resulting from enhancements, bug fixes or system changes and escalate as necessary • Lead efforts to ensure proper internal and external communication of issue resolution Show less

Irvine, California

• Support consumers, businesses and internal teams by fielding, resolving and escalating moderately to very complex client issues and suggesting creative ways to remove barriers and road blocks hindering customer or internal execution. • Anticipate and resolve customer issues by running and analyzing Salesforce reports and leveraging a range of resources, working cross-functionally as necessary • Managed aprox 2000 escalated situations per year received via phone, email or live chat… Show more • Support consumers, businesses and internal teams by fielding, resolving and escalating moderately to very complex client issues and suggesting creative ways to remove barriers and road blocks hindering customer or internal execution. • Anticipate and resolve customer issues by running and analyzing Salesforce reports and leveraging a range of resources, working cross-functionally as necessary • Managed aprox 2000 escalated situations per year received via phone, email or live chat as proactively as possible by providing solutions while maintaining professionalism, courtesy, empathy and a sense of urgency• Participate in multi department team projects involving collaboration of experience and ideas in order to develop/enhance solutions for current and upcoming challenges facing the organization• Subject Matter Expert pertaining to customer service process and policies Show less

Costa Mesa, Ca

• Prepare and maintain data, invoicing and reports via Microsoft Excel for multi-million dollar light duty company fleet • Led light-duty fleet acquisition and disposal project including fleet audit and conducted aging and condition assessments for management to make appropriate decisions pertaining to size and expenditures • Led the development, implementation, distribution and maintenance of policies pertaining to fleet management and accident claims reporting, including the creation… Show more • Prepare and maintain data, invoicing and reports via Microsoft Excel for multi-million dollar light duty company fleet • Led light-duty fleet acquisition and disposal project including fleet audit and conducted aging and condition assessments for management to make appropriate decisions pertaining to size and expenditures • Led the development, implementation, distribution and maintenance of policies pertaining to fleet management and accident claims reporting, including the creation of training related tools and information • Primary point of contact for subrogating damages and vehicle repairs Show less

Cheyenne, Wyoming Area

·Answered inbound emergent and non-emergent phone calls and dispatched respective events to appropriate agency via a CAD database and dispatch radios ·Processed files and records research, shared information with neighboring agencies and performed twice daily broadcast procedures for the National Warning System

Fayetteville, North Carolina Area

• Assist customers, within an inbound call center, with billing and technical inquiries and analysis as well as product and feature sales• Identified as a coach/mentor assisting with new hire training and development due to consistently high quality scores and successful customer retention abilities• Appended escalated customer calls and corresponding follow-up

Master Of Science (M.S.), Organizational Leadership, 3.75

Bs, Community Development

As, Public Administration