Jon Morrissette Email & Phone Number

St Paul, Minnesota, United States

Richfield, Minnesota, United States

• Partner with business partners to verify current process and procedures to eliminate errors and wasted labor.• Work closely with current supervisors to identify coaching opportunities for their agents to resolve issues of call control, quality, and average handle time. • Deliver in the moment coaching to employees struggling with personal development issues or policy concerns. • Address employee questions arising from call center policy or process concerns and partnering with other members of leadership or human resource support.• Evaluated and prepared training materials designed for hybrid classes covering topics from onboarding new employees, new initiatives, and changes to processes.• Plan, organize and facilitate new hire training for over 30 employees in hybrid onsite and remote classrooms on a truncated timeline. • Participate in small and large scale corporate projects to streamline waste and increase customer satisfaction• Drive higher NPS scores by encouraging a positive demeanor among employees, and bringing understanding and empathy to their caller’s difficulties. • Partnered with project teams to identify updates to processes and training in relation to system version changes. • Administered knowledge management programs, including responding to feedback, revising document lifecycles, and screening for inconsistencies for multiple teams and partner sites.• Drove initiatives for user adoption across several SharePoint site collections.• Participated in the “SharePoint Ninja” program, providing additional assistance and advocacy to teams developing new site collections.

Richfield, Minnesota

Performing administrative tasks within the hiring management system and providing support for in-the-moment questions arising from individual onboarding challenges. Achievements:Initiated project to identify needs and business partners to create information for proposed artificial intelligence support tool for candidates. Which involved meeting and collaborating with several different teams to identify their needs, accurate information, and begin rhythms for ongoing validation.Reformating existing training to utilize new tools and make it easier to use as an ongoing coaching resource. Redesign of SharePoint site based on feedback from Workforce Technology team and Support team.

Richfield, Mn

Provide coaching and support for several agents with wide-ranging experience, and skill levels. Over half of agents are offsite which posed specific challenges with coaching and relationship building. Accomplishments: Advocated for a number of agents applying for accommodations, intermittent leave, and immediate personal crisis. Worked closely with Human Resources to find flexible options and provide options the employees did not know they had.Prepared performance data and worked through budget discussions for employees' yearly performance appraisal, coordinated meetings to discuss outcomes with agents, and set up personalized plans to help them work towards their goals for next year or set up plans for career advancementInspired several agents to use skills and available resources to pursue career advancement, and assisted in connecting them with mentors, contacts, and internships.

Richfield, Mn

• Create detailed reporting on agent statistical trends and collected customer data• Interface with all levels of business to investigate and resolve ongoing process concerns• Formulate and document new or compromised process workflows, to identify areas of improvement and resolutions to existing processes.• Created automated forms with InfoPath and SharePoint Designer to assist in communicating with business partners and vendors to limit duplication of work and turn times. • Research historical pricing and promotional issues for retail and vendor call center locations.• Assist in research and resolution of advanced service repair issues for retail partners.• Provide retail and field agents with resolutions to concerns stemming from policies and procedures• Addressed retail management concerns around the application, offer, and onboarding processes for new and existing candidates. • Document confidential information for employees through the Emergency Hotline system• Site collection administrator for SharePoint 2013 site responsible for creating and maintaining knowledge management site.• Oversaw site migration projects from SharePoint 2007,2013 and Office 365.• Collaborate on training and communication projects for several call center teams.• Participate in advanced Internship programs for Quality Assurance and Process Analysis• Review and provide analysis weekly for upwards of 60 customer interactions. • Create detailed workflows outlining resolutions for various interactions.

10 River Park Plaza, Saint Paul, Mn

• Found resolutions to technical problems with video, home theater, and computer networking connections• Wrote frequently asked questions on upcoming technologies, and procedural changes• Developed and assisted in training of three teams, ranging in size from ten to twenty-three employees• Prepared reports on individual performances of employees for management• Review agent interactions live and remotely while scoring on a graded quality scale.• Provide ongoing quality coaching for ten to twenty-three employees

Bachelor’S Degree, Human Resources Management And Services

Library Media / Research

English / Theater