Jody Morris, Mba Email & Phone Number

College Station, Texas, United States

Foster a team environment of trust, innovation, and professionalism while leading strategic and tactical efforts with all departmental users to define their specific CRM needs in order to customize the platform to enable the organization to maintain a high level of functionality by capitalizing on Salesforce technology.Select Highlights: ★ Foster an environment of trust, innovation, and professionalism among the Information Systems Team. ★ Assess and provide solutions via (Salesforce) dashboards and report generation ensuring optimal performance of the Salesforce systems and products. ★ Extract, analyze, manipulate, and capture information for departmental stakeholders to facilitate problem resolution. ★ Upgrade and configure (Salesforce) system software and products for optimized integration to determine applicability.★ Perform database maintenance tasks, including diagnostic tests and duplicate entry cleansing. ★ Document processes, including error reports and changes to field history tables. ★ Keep up-to-date on donor database technological advances and assist in the planning and execution of software upgrades. ★ Incorporate policies and procedures based on needs of the organizations and the evolving nature of philanthropy. ★ Serve as help desk in support of donor software and provide technical guidance to ensure application success. ★ Use judgment and discretion in the use of confidential information and the sharing of information with internal constituents. ★ Work with internal customers from across departments to ensure that reporting needs are met, and processes are streamlined for efficiencies.★ Work with external customers to ensure their data is correct and their needs are met from an Information Systems perspective. This includes via phone or in person at events.★ Create lightning and Apsona reports based on internal customer reporting needs.★ Assists Director of Information Systems and related duties as required.

Austin, Texas Area

Managed the DFPS IT Service Desk, which included recruiting, supervising, and coaching a team of service desk agents comprised of both state employees and contractors. Duties also included management of metrics, processes and procedures, as well as all personnel management requirements. Highlights Include: ★ Developed and implemented service desk policies, processes and procedures for the management and support of internal and external customers, including the development of procedures that outline how incidents, requests and problems are identified, documented, assigned and managed via the ITSM and cloud-based tools.★ Established and meet all service level agreements (SLAs) of incident resolution and request fulfillment, and continually improve the service desk delivery processes to ensure optimal efficiency of service quality for all external users and state employees under the Department of Family and Protective Services, including Child Protective Services, Adult Protective Services, Statewide Intake, Child Care Licensing, and Prevention and Early Intervention.★ Provided tracking and monitoring of all incidents and requests assigned to the service desk, as well as provide daily, weekly and monthly reports on key performance indicators (KPIs) to ensure all metrics are met.★ Monitored quality of ticket handling, and call handling to ensure a high level of service is maintained and worked to identify any skill gaps or areas for improvement in efforts to enhance quality of service and to prevent future service delivery quality issues.★ Managed weekend service desk coverage agents responsible for providing off-hours support by providing a published schedule of coverage and ensuring escalation resources are available during these times.

Austin, Tx

Concurrently recruited, supervised, trained, and coached multiple technical support teams comprised of both IBM employees and contractors. Worked with sales and clients to define opportunities, analyze current support problems, and develop optimal support solutions for clients.Highlights Include:★ Fostered culture of team with innovative, professional development, and pragmatic risk taking encouraged through motivation and support.★ Led by example. Set clear performance standards, provided straightforward feedback in a respectful way, managed low performers based on relative contribution.★ Actively worked to modify procedures as necessary, with consideration to resource and time constraints.★ Played integral role in operational excellence by consistently exceeding all operational, financial, and service delivery objectives in alignment with company values and long-term strategies. ★ Leveraged mentality that “delighted clients are loyal clients” to maintain current customer base and grow new customers and revenue. Developed a relationship with clients by listening to their needs, responding to those needs with urgency and professionalism, and delivering quality results that exceeded their expectations.★ Performed root cause analysis on any client satisfaction issues for Premium level clients, including the handling of executive complaints, the creation of presentations to address issues and presenting them to clients and executives.★ Acted as first point of contact for a team of 35 Technical Support Managers regarding all escalations for over 100 premium customers.★ Acted in the capacity of business operations manager during extended medical leave of BOM. Duties included all financial reports and business control audits.★ Planned, recruited, trained and implemented global competency centers in Cairo, Egypt and Sofia, Bulgaria.★ Created and presented monthly and annual operational reviews to various levels of management, including general managers.

Austin, Tx

Served as the first level of escalation for technical or customer satisfaction issues and worked to resolve issues or engage the appropriate resources as needed, to regain the trust of the customer, resulting in increased client loyalty. I also provided soft-skills training to the Austin center to assist with improved technical specialist call handling and increased client satisfaction.Highlights Include:★ Forecasting workload in an effort to staff the team to meet utilization goals, taking into account product life cycles, new technology, call volume trends, and additional metric inputs.★ Review of operational and problem management record metrics on weekly and monthly basis, looking for any trends that needed to be further analyzed and action planned.

Austin, Tx

Received incoming AIX technical support calls from clients and worked towards resolution of the issues for the customer, including problem determination and problem source identification steps as needed.Highlights Include:★ Worked collaboratively with additional teams as needed to ensure client satisfaction, as well as ensuring all metric call deliverables were met.★ Worked with center leadership and management in initial creation of call center infrastructure and processes, to allow for ease of use from a client perspective, as well as efficiency and optimum productivity from the technical specialist perspective.

Master Of Business Administration - Mba, Business Administration And Management

Bachelor Of Science, Business Management

Associate Of Applied Science, Computer Science