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.

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.

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.

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.

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