Jamie Riddle Email & Phone Number

United States

Greater Omaha Area

• Help develop and manage the Controls and Governance program in the Contact Center. • Ensure Compliance and Audit resources have the information they need for testing. • Review the monthly monitoring program to ensure the Contact Center meetings or exceeds performance expectations; particularly around regulatory requirements. • Work closely with assigned Controls and Governance contact to ensure the Contact Center is aligned with new/changing regulatory requirements.

Greater Omaha Area

• Manage all projects within the West Language Services division, initial builds and enhancements. • Coordinate multiple ongoing projects concurrently from multiple departments including: Quality, Training, Onboarding, Client Services, Production and Reporting.• Create and manage detailed project plans using Microsoft Project.• Track all deliverables, timelines and resources associated with all projects.• Maintain clear communication with upper management, project owners, project teams and programming team.• Lead project focus meetings, team meetings and brainstorming sessions.• Oversee and contribute to the requirement-gathering process.• Create, maintain and finalize all project documentation including: meeting notes, project requirements, user stories, project plan, user manuals, flowcharts and checklists.• Publish documentation and maintain SharePoint libraries for easy access to project documentation.

Greater Omaha Area

• Created and managed multiple reports for several internal and external West clients.• Researched and resolved issues and inaccuracies in reporting, account details and other data sources.• Assumed special projects, working independently or as a team, to ensure accurate and timely completion.• Headed call listening projects to ensure agents’ calls meet West’s call handling policy.• Entered sensitive data with extreme accuracy and attention to detail while meeting short deadlines.• Created custom reports for upper management and external clients.• Extensive experience auditing and reconciling reports from multiple data sources.• Subject Matter Expert in Agent Management, Call Center Reporting and Line Group Set-up.• Was responsible for end-to-end management of tasks for client product enhancements.• Maintained accurate report records and meeting minutes.• Utilized various task management and productivity applications to track changes for account modifications.

Greater Omaha Area

Bachelor'S Degree, Accounting

Associate'S Degree, Psychology