John Sweezy Email & Phone Number

United States

Austin, Texas, United States

Managing the contact center and its operations for the State Medical Operations Center of DSHS.

Austin, Texas Area

Provided leadership for up to 20 team members to achieve department goals. Worked closely with the contact center to improve the technical ability and efficiency of the Tier 2 organization within AppleCare. Created programs and processes to handle incoming escalations from the Executive team and Engineering to handle high profile external customers and supported them with our whiteglove services. The process helped us achieve a 99% on time contact rate with the escalated customers. Our internal customers we supported with high quality feedback on their call handling, information delivery through roundtables and internal chat services. Business improvements through deep dive efforts, training content review and knowledge base reviews. These activities allowed me to develop some program management and process management techniques to ensure success. Excellent teamwork demonstrated with working with peer Team Managers as well as with all levels of Management and Departments. This has helped me in many of the business process improvement initiatives over the years including updating our phone system from Lucent to Genesys, as well as redefining and streamlining the Team Manager role to make it more accountable and measurable to our upper leadership team. Very versed in contact center processes and programs including CRM (Vantive, PeopleSoft, GCRM), scheduling (Empower) , staffing (Chronos), forecasting, and performance management. I have worked within departments that utilized phone, chat, and email customer contact types. I am proficient in interviewing and hiring as I was solely responsible for building the Senior Specialist team in Austin. I am extremely proficient in Excel and experience with other Microsoft office products. I also have introductory experience in building reports with Tableau.