Jeremy Schaut (Emba) Email & Phone Number

Oversaw a team of highly experienced technical consultants and trainers. Improved the customer experience and communication through team development and mentorship. Responded and resolved to customer issues, complaints and questions in an efficient manner. - Increased team's performance by 25% year-over-year. - Recruited, hired and trained new employees in less than the scheduled time.

Managed customer relationships throughout an assigned list or projects. Delivered training content in-person based on then applications purchased. Garnered subject matter expertise to provide customers with best practices and solutions to improve the learning experience. - Facilitated product learning sessions on Quality Monitoring, Workforce Management and Speech Analytics. - Achieved customer feedback scores on sessions consistently over company targets. - Contributed to development of customer resources and add-on product offerings.

Covered all 9 customer service contact centers in the NE area as the central database administrator. Trained all management in the use and support of the application. Resolved issues between end-users and CCS. Served as both physical desktop and server support to Financial Services, Government Accounts and Business Support Center. - Led the rollout and install of Verint in Bangor, ME and Charlotte, NC that reduced headcount from 25 to 1. - Guided other regions in best practices and policies to streamline support. - Spearheaded the integration of IRT and ERT into the Verint MyInfo tool for all 9 care locations.

Served as a database administrator for the Rochester Contact Center. Trained all levels of management in functions and used of the application. Delivered daily, weekly and monthly Microsoft Access, Excel and Crystal reports to the leadership team to drive progress of call center performance. - Supported the conversion of Verint call monitoring application for Rochester Contact Center as liaison between the local IT department and corporate leadership. - Assisted with startup of Huntsville, AL call center including training of supervisors and administrators. - Designed and maintained Microsoft Access database to track employee training and development. - Identified trends and opportunities for improvement through analysis of contact center results.

Master Of Business Administration (Mba), Executive Mba Program

Bachelor'S Degree, Organizational Management

Associate Of Arts And Sciences - Aas, Business Management