Kraig Hill Email & Phone Number

Orlando, Florida, Us

Orlando, Florida, Us

Orlando, Florida, Us

Provide training to new and current employees on best practicesConduct kick off calls with new clients and brokers to expedite file feed implementationCreate standard layouts for new and existing carriersDocument best practices and procedures for existing carrier file feedsPoint of contact for implementation and account management for EDI related queriesProvide internal and external technical support for ongoing file feed implementation for Elite channel brokers.

Orlando, Florida, Us

• Resolve data discrepancies from interfaces• Interact with internal and external parties as the ongoing technical support for interface issues• Coordinate testing with third parties for interfaces without changes during renewal• Configure complex transmission setup for PlanSource standard files (SFTP, FTP)• Research escalations from internal development tracking system for ongoing issues

Midvale, Ut, Us

As the Director I was a member of senior staff and helped to direct the entire organization. Duties included:• Head of largest department at Discovery Research Group (500+ employees, 6 sites including 1 international location)• Reported directly to the ownership group on monthly financials and future revenue projections each week.• Scheduled all phone center projects between all sites on a daily basis. This ranged from 60-100+ projects daily.• Coordinated with project operations and sales to set timelines for incoming projects.• Managed project level profitability and implemented project changes based on performance(changing centers, modifying scripts etc).• Met with DRGs 2 largest clients on a weekly basis to discuss upcoming projects, timelinesand costs• Draft and oversee yearly departmental goals.• Coordinate with senior staff to draft yearly organizational goals.• Assisted sales VPs in repricing projects that were not originally bid correctly.• Approved and prioritized help desk tickets in an effort to streamline IT operations.• Documented all departmental processes and procedures.• Revised and updated training materials for each position within the phone center and qualitydepartments.• Requested bids and purchasing equipment as needed (phones, headsets, chairs)• Created yearly departmental budgets.• Provide coaching for all employees who reported directly to me (office managers and qualityassurance agents).• Conduct bi-weekly meetings with office managers to provide leadership training and facilitate !soft skills growth.HR Duties included:• Locate recruitment sources for all phone center locations• Approve and post openings for all phone center locations• Update job descriptions• Contact and coordinate with staffing companies to help insure appropriate staffing levels in all locations during high volume times.• Employee reviews and pay changes• Investigate all hostile work environment claims.

Midvale, Ut, Us

The Assistant Director position was created after I helped the Director to develop new training materials for the redesigned employee portal. In total, I created 46 training modules that helped phone center managers to self-train on each new item or report on the portal.After completing the training modules I assisted the project operations team to streamline their operations for Discovery’s second largest client. The end result was an increase in revenue from that client ($500k/year to $2 million/year). We were able to do this after I consulted with our software provider to created automated scripts that eliminated excess overhead on the projects.I also worked with the Quality department to conduct quarterly audits of each department (Project Operations, Phone Center Operations, Programming).Other duties included:• Posted openings, screened and interviewed all candidates for corporate positions (entry level through executive).• Investigated any hostile work environment claims for the phone center and quality control departments.• Rewrote and updated all job descriptions, employee manuals and policy manuals. • Reviewed payroll on a bi-weekly basis for a department of 500+ employees.• Coordinated with DRGs top 2 clients to schedule work, increase project efficiencies and train internal and external staff on policies and procedures.

Created a music discovery blog in Drupal (later converted to wordpress). Duties included:• Designed banners• Installed and customized scripts and modules (Drupal and Wordpress)• Customized templates using CSS• Wrote a minimum of 3 articles per week• Contacted artists and their representatives to acquire pre-release albums for review• Interviewed artists and bandsHighlights included meeting and interviewing grammy winner Dan Wilson (Semisonic).