Max Henscheid Email & Phone Number

Des Moines, Iowa Area

• Manages specialized products and services required to operate an integrated health service system globally.• Adapt to varying situations and customer needs depending on available technology, practices, and resources.

Omaha, Ne

• Provided face-to-face and over-the-phone customer service. • Ensured product levels remained at optimal levels to maximize quality and safety of stock. • Performed opening and closing shift operations.

Greater Omaha Area

• Partnered with New Hire and Executive Escalations business units to create and implement onboarding and knowledge gauging assessments.• Interacted with customers and teammates to educate on policy and procedures.• Reviewed individual account decisions and provide feedback related to policy changes and updates, service upgrades, and customer service.• Provided issue resolution utilizing problem solving skills and creative troubleshooting to ensure an optimal outcome for the customer and company.• Partnered with development teams to update and implement a streamlined tools for frontline and senior teammates.

Phoenix, Arizona Area

• Supported development, curriculum creation, adaptation, and implementation of Customer Solutions material for North America and Partner sites.• Developed, facilitated, and evaluated training curriculum with a focus on customer experience.• Worked with Training and Customer Solutions Leadership to design, implement, and evaluate training programs and to identify training needs for NA and Partner sites.• Collaborate with Global Training and Curriculum Design counterparts in the NA, EMEA, and APAC markets to plan, develop, and deliver new training concepts and curriculum for NA and Partner sites.• Proactively worked with Customer Solutions Leadership to identify training needs and requirements.• Coached and developed current and former peers based on assessment of skills and behaviors.• Built positive working relationships across multiple business segments including CS, Debit Card, Fraud, and Merchant.

Greater Omaha Area

• Interacted with customers and teammates to educate on policy and procedures.• Reviewed individual account decisions and provide feedback related to policy changes and updates, service upgrades, and customer service.• Provided issue resolution utilizing problem solving skills and creative troubleshooting to ensure an optimal outcome for the customer and company.• Partnered with development teams to update and implement a streamlined tools for frontline and senior teammates.

Greater Omaha Area

• Played an integral role in mentoring newly hired teammates within the Omaha, Kuala Lumpur, and Hunt Valley sites. • Completed Behavior Based Coaching to best assist new teammates, peer-to-peer feedback, and interactions with supervisors.• Completed Mentor Certification to have a working knowledge of best practices for mentoring new teammates.• Proactively worked with Customer Solutions Leadership to identify knowledge needs for new teammates.• Facilitated training material and huddles in the classroom and team stand-ups.• Coached to daily performance, quality, behavior, and attendance expectations at an individual and team level.• Led/Managed a team of other mentors for new hires towards achieving one of the highest scoring new teammate classes.• Built a positive working relationship between Customer Solutions and Merchant Support.• Provide coaching and development to my peers.

Greater Omaha Area

• Interacted with customers to educate on policy and procedures.• Provided feedback on trends related to policy changes and updates and customer service.• Selected by management to train and mentor new employees.

• Developed new employees for customer service positions.• Provided face-to-face and over-the-phone customer service.• Ensured product levels remained at optimal levels to maximize quality and safety of stock.• Performed opening and closing shift operations.

Website maintenance and updatesOrganization of data displaysSupervision and restructuring of televised broadcasts

• Developed new employees based on positions and schedules.• Managed shift scheduling and shift operations.• Ensured and encouraged a clean and safe work environment.• Ensured product levels remained at optimal levels to maximize quality and safety of stock.• Provided face-to-face and over-the-phone customer service.

Self directed building cleaning and maintenanceOperate various building maintenance machineryOrganized event set-upSupervised summer help employees

Master Of Arts - Ma, Junior High/Intermediate/Middle School Education And Teaching

General Studies, Physical Sciences

Activities and Societies: Phi Theta Kappa Honor Society

Bachelor Of Science (B.S.), Communications

Activities and Societies: Theta Chi Fraternity