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.

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.
• 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.
• 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.
• 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

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.
• 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.
• 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.
• 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.
• Project manager and department liaison for various departmental software solutions and programs

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.
• 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.
• 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.
• Led million dollar credentialing vendor management relationships, including RFP processes and quarterly business reviews

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.
• Field and resolve escalated inquiries and assign department resources as necessary to assist with… Show more
• 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.
• 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.
• 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
• 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
• 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