Robert Jeppson Email & Phone Number

Charlotte, Nc, Us

Drive risk culture and programs within Chief Data Office and Data Management Technology.Run monthly risk review routines for Global Technology and Global Operations Data Quality Control Executive and Enterprise Data Tech Architecture & Global Tech DSME including Executive levl risk reporting.Identify, escalate and coordinate remedation of self identified audit issues; develop actions plans and coordinate remediation of audit identified audit issues.Provide governance for Single Process Inventory owned by Data Management Technology.Coordinate RCSA and Risk ID processes across organization.Facilitate application governance activities to improve adherence to enterprise policies and standards.

Charlotte, Nc, Us

Design and implement capacity models to determine staffing needs for front line units encompassing over 800 associates within Global Technology and Operations.Present monthly staffing utilization reports and recommendations to front line unit executives.Evaluate the impact of proposed operational changes on staffing requirements.

Charlotte, Nc, Us

Supported business support managers by providing data necessary to create staffing models within Legacy Asset Servicing.Developed line of business dashboards to provide insight into workforce planning needs. Created repeatable reports to support our business partners.Managed and evolved Time in Motion study tools to align with business priorities in order to gather data necessary for staffing models.Managed a project to automate 50+ business reports.Wrote and executed audit procedures to validate processes and data.Created project plans and managed projects to completion.

Norwalk, Ct, Us

Directed team of 20-25 customer service representatives in a credit services call center.Interviewed and hired customer service managers and representatives.Managed ACD queue to ensure fulfillment of service level contractual obligations. Drove team sales, productivity and quality performance metrics. Facilitated transfer of client specific Spanish customer service to Monterrey, México site.Increased Hispanic voice of the customer scores for Lowe's portfolio while improving productivity and quality metrics.Improved integrated voice response utilization rates.Responsible for online customer service.

Planned and prepared social studies and Spanish courses at the high school level.Created innovative instructional materials for presentations to various grade levels and learning abilities.Evaluated and assessed student achievement.Implemented effective classroom management program.

Salt Lake City, Utah, Us

Trained new employees in company policies and procedures. Implemented new training program to improve customer satisfaction. Supervised crew of 25 employees in daily operations.

Directed crew of student custodians.Streamlined process for training new employees.