Jon Bestine - Csm Email & Phone Number

Tonawanda, Ny, Us

Vancouver, Washington

Tigard, Or

•Identified several opportunities for improvement while working on projects, including one that resulted in a confirmed savings of $1.7 million per year for the business•Worked with several contacts to gather data to determine possible project cost savings so that we could get buy-in from stakeholders; then gathered data post project completion to show cost savings after implementation•Lead and facilitated teams on strategy, data gathering and assessment, process mapping, vendor management, and deliverables for multiple projects (IT and process improvement) to ensure proper system development lifecycle (SDLC)•Attended and participated in project planning sessions, prepared meeting minutes, and provided a list of assigned activities, as needed•Assisted in the process mapping, budgeting, and requirements gathering for Planview development when we were looking to create single project tracking software to meet the requirements for the entire company•Collaborated with users, process owners, and vendors to ensure understanding of project goals on all sides and promote a consensus among all participants•Interviewed stakeholders to develop and document business deliverables, project charters, user stories, requirements, and data architecture•Analyzed and organized complex data sets to design solution ideas and identify business needs for projects•Worked with IT to coordinate project prioritization, remove impediments, and get updates regarding system functionality when looking to create new process flows•Created documents in Visio, Excel, Word, and Power Point for project review and updates•Used process flowcharts to determine if there were cross-functional items needed to be addressed or impacts to other business areas•Organized and ran stakeholder meetings for document review, proper approvals, and to ensure successful project deployment•Identified risks and trends early and worked with stakeholders to resolve issues and develop solutions as needed

Tigard, Or

•Created and edited existing technical documentation (for example, policies, procedures, and process diagrams) to ensure clarity, ease of use, correctness, and provide recommendations as needed•Designed and presented trainings of updates for front-end users •Problem solved when disputes occurred between system ability and process owner needs•Coordinated all policy, procedure, and breaking news communications for several quarterly releases•Assisted in drafting project communications, reference materials, and training materials for several projects•Organized and ran regular meetings with Legal, Compliance, and process owners to ensure that new and updated policies and procedures met all regulations and had proper approvals before publishing•Provided recommendations on best practices and methods of communication deliverables•Created marketing fact sheets (white papers) for special offers for multiple portfolios, as needed•Worked with multiple departments to ensure that and bad coding (XML) and broken links (HTML) were corrected or removed quickly to minimize the impact to front-end users•Ensured standards, processes, and procedures were developed and followed

Scheduling and supervising a staff of up to 50 employees, ensuring staff certifications were up to date, providing appropriate trainings as needed, and dealing directly with the public for answering questions and concerns.

Buffalo/Niagara, New York Area

• Make real time decisions by adjusting schedules, leveraging staff, and assigning workloads to a call center staff of thirty CSRs• Maintain performance metrics at or above targets to sustain compliance with various regulatory and partner requirements• Review CSR score reports on accuracy and average handle time and support the development and implementation of action plans when metrics fall below targets