Justin Koelling Email & Phone Number

South Jordan, Ut, Us

Salt Lake City, Utah, United States

Salt Lake City, Utah, United States

Salt Lake City, Ut, United States

Led a team of five resource planning schedulers responsible for maintaining adequate staffing levels to meet the forecast demands of the pharmacy benefits management division of Cigna.Introduced a new time off program into the contact center which led to a continuous savings of approximately $100 thousand each month.Reduced holiday scheduling lead time 15% by identifying areas of waste within the process, brainstorming solutions with stakeholders, and ultimately implementing a revised process.Reintroduced annual shift bidding into the contact center to drive improved schedule efficiency and higher employee satisfaction scores.

Greater Salt Lake City Area

Led an operations team of 50 employees responsible for reducing customer disruption and implementing customer recovery when disruptions were unpreventable.One of three leaders selected to launch a new department focused on mitigating customer disruptions and implementing recovery options unique to each impacted customer. My previous experience of analyzing processes and eliminating non-value-added steps in conjunction with leading several department restructures allowed me to produce immediate results. All roles and responsibilities were identified, positions were filled, and processes were recorded within the first 90 days. While in role I led the team to a 6.8% reduction in customer compensation issued. This was achieved through several analyses intended to identify primary drivers of compensation issuance and measure the returns generated. Through my leadership the team acquired several reports that provide data in real time to make more informed decisions reducing overall customer impact.

Greater Salt Lake City Area

Led business IT team of 32 employees responsible for user acceptance testing and day-2 support of all products utilized within the contact center.Improved employee engagement within the department by more than 25% within one year by implementing a strategy of employee empowerment. Focus groups were held with the team monthly to gain input on proposed process change, discuss successes of recently implemented changes, and collect feedback on any new situations brought forth by the group. Led the team through a rigorous process of reviewing all roles within the department. Facilitated several process mapping sessions to identity non-value-added work, and worked with the team to realign responsibilities in order to gain improved efficiencies. These efforts eventually led to a 11% decrease in product release schedules.

Greater Salt Lake City Area

Led project teams responsible for full system upgrades of business-critical tools utilized with the contact center.Applied random sampling techniques and quality assurance standards to user access controls and audits performed within the department. Which resulted in reducing project completion time by three weeks for annual user access audit of all tools used within customer support as well as all users who had access to reservations system. Also reduced the number working hours by five each month for audits conducted monthly on various aspects and controls of user access.

Greater Salt Lake City Area

Provided product support for five different teams within the contact center. Support included process improvement and documentation, writing and testing use cases for product enhancements, and communicating changes to impacted users.Worked with the group sales department to analyze their manual processes considered “workarounds” from the standard booking processes. Through the application of six sigma methodology I was able to identify several areas of opportunity within their current processes. Utilized my knowledge of system tools to develop several automated processes for repetitive tasks that saved the department the equivalent of two FTE employees. Conducted two separate job-task analyses for two separate workgroups to identify duplication of work across teams as well as non-value-added processes. The work led to the restructuring of roles and responsibilities of both teams in order to improve efficiencies. Ultimately was able to eliminate three positions through attrition.Served as a project member on a cross-departmental team that selected a new performance and workforce management tool for the contact center. Evaluated and ranked several vendors during the RFP period, provided business requirements to meet the needs of the end users, wrote test cases and performed user acceptance testing throughout the entire life of the project.

Greater Salt Lake City Area

Coached and developed the skills of a team of 12 shift leads by providing career direction and disciplinary guidance.Part of a project team that launched a new customer communication tool within the department. I specifically developed the processes and manuals in addition to training the team of 30 employees.Analyzed several customer disruption processes and identified portions of the processes that could be pushed to frontline agents vs tier 2 support agents which resulted in reduced costs to department.

Greater Salt Lake City Area

Developed skills of direct reports and provided career direction through coaching and mentoring for a team of 30 employees. This included tracking employee performance and productivity via daily attendance and productivity reports. In addition to monitoring employee calls to establish clear expectations designed to serve the customers' needs.

Greater Salt Lake City Area

Managed and delegated assigned duties to employees in addition to handling theirs questions and concerns related to customer service. Also organized and administered new hire and continuous training of team.

Greater Salt Lake City Area

Sold vacation packages and up-sold additional amenities in addition to resolving escalated customer concerns.

Greater Salt Lake City Area

Created, changed, and cancelled customer reservations. Resolved general customer concerns in addition to answering general airport and flight questions.

Master Of Business Administration - Mba, Emphasis In Business Analytics And Information Systems

Master Of Accounting (Macc), Accounting

Activities and Societies: Beta Alpha Psi

Bachelor Of Science (Bs), Accounting

Activities and Societies: Beta Alpha Psi