Jennifer Schneider Email & Phone Number

Orlando, FL, US

• Stood up processes for prioritization and drove initiatives to optimize load time (cutting load time by 50%), optimization of code base for faster TAT of requests and version control.
• Built strong relationships with stakeholders, team members and peers with the ability to work collaboratively and solve for complex issues together.
• Drove strategy for Tableau integration into the team, including Training, QA Process and Styling Standards.
• Pushed initiatives that drove the development of our team, found ways to build team connection virtually, aligned our performance reviews, and titles.
• Used our reorg to create alignment opportunities, sought out ways to make our workflow more efficient, drove partnership and adoption of new tools and technology.
• Held the team, leaders, and peers accountable for moving forward through change to better support our Operations partners and align with our team vision.

• Created effective, visual reporting dashboards for that innovated how Operations viewed and managed to productivity results.
• Trusted partner that worked closely and collaboratively to develop solutions and drive value for Operations.
• Branded and creatively promoted business groups and initiatives, including designing logos, newsletter articles and developing communication plans.
• Mentored, engaged, and shared best practices with the team, and transitioned to a people leader role.
• Developed and lead engagement activities for the Shared Services Org. Involved in various Employee Resource Groups to network outside of my direct work group.
• Pushed for and owned the development of aspirational projects. Development of these tools allowed Operations to quickly pivot how they viewed and coached productivity due to COVID and new WFH strategy.

• Created effective, visual reporting dashboards for Operations using various skills including coldFusion, SQL, javaScript and jQuery.
• Sought out innovative ways to display data and engage the audience, while keeping deadlines and shifting priorities as needed. Including implementation of gamification, interactive design and a focus on improved UX/UI.
• Presented projects and initiatives to various levels of the company.
• Built strong relationships with Operations partners and team members to provide effective and collaborative solutions.
• Developed and lead various engagement activities for the org

Orlando, Florida Area

• Lead and work collaboratively on various web and print projects utilizing Photoshop, Illustrator, InDesign, Wordpress, & Dreamweaver.
• Responsibilities include creating graphic design & web design projects for various local and nationwide clients, including their marketing departments. Providing superior creative solutions for these clients including.
• Built and maintained strong customer & business relationships with various local and nationwide clients (Manheim, Vitamin Water, Cox Media, Clear Channel)

• Directed team of 12-15 call center collections employees ensuring quality, compliance, and training in a collections environment for 30-90 delinquent auto loans across the U.S.
• Monitored productivity and availability for a center of 300 representatives on a daily basis ensuring all metrics for call handling were met and achieved professionally.
• Lead recognition program to engage team members and drive results through team member satisfaction.
• Responsible for interviewing potential new hires and management candidates.
• Achieved excellent results through strong team building, time management & leadership skills.

Experience in contact center roles of PCA, Team Lead, Workforce Management, Dialer Team, Enterprise Quality, Attendance, Supervisor, Manager.Took escalated calls and supported team members.Completed Leadership development courses.Led contact center wide engagement activities including Office Olympics.

Computer Graphics

Fine/Studio Arts, General