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.

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.

Greater Omaha Area

Bachelor'S Degree, Accounting

Associate'S Degree, Psychology