William Holliday Email & Phone Number

Jacksonville, Florida, United States

Monett, Missouri, United States

Responsible for replying to financial institution inquiries concerning engaging in a new project for their institution to upgrade or add software from Jack Henry.Upon project assignment was responsible for welcoming the client, scheduling meetings, providing project documentation, fielding any questions or concerns and replying as appropriate, and developing a project plan and timeline to provide to the client, and guaging any other potential products or services they could potentially benefit from.Upon engaging in the project would conduct a meeting with the client to scope their existing hardware and software environments. From there would summarize the findings from those PowerShell and SQL scripts to advise of any changes that would need made to meet the specifications required for their project.Would gain remote access to their machines and/or servers to make any configurations and/or installations required.Performed support through training, troubleshooting, education, and mentor sessions.Performed product demonstrations to ensure clients were aware of the company offerings and consulted with them to determine which would best suit their needs.Ensured all security permissions and configurations were in place adequately for all users as well as all network security settings.

Overland Park, Kansas, United States

As part of this temporary assignment delivered 22 new SSRS and Power BI reports that company leadership leverages to combine historical data with potential variable values to determine impact, potential operating financials, staffing requirements, client demographics, and other valuable metrics.Provided report analysis and presentations, along with risks, recommendations, findings, potential forecasts, and industry developments to better equip them to make more educated decisions.Navigated a team of 8 external stakeholders and 7 internal project members to ensure all deliverables were met, risks were identified and mitigated, milestones and project tasks were managed and stayed on track, worked with sponsors to respond to project risks, implemented needed contingency plans, facilitated project communications, and presented project prototypes throughout the project.

Joplin, Missouri Area

Leveraged company and industry knowledge to guide corporate training department on many initiatives that led to an overall reduction of training costs year-over-year for all four years I served in the role.Managed several large-scale corporate project management office projects from end-to-end that led to annual customer service and customer retention gains.Led the implementation and development of a new 6-DBA database team that significantly enhanced the maintenance, reliability, efficiency, and dependency of the company’s training organization database.Managed risks associated with the contingency planning of company response in the event of a union stoppage and communicated any potential issues proactively to executive team members.Headed the development and monitoring of I.T. projects that produced automated processes, reports, and systems that provided a significant positive impact on company financials, working processes, executive leadership reviews, and training effectiveness initiatives.Spear-headed implementation of new front-line management team members to guide them in their development of employees, to increase their leadership abilities, to help them grow their organizations capabilities, and optimize overall training performance.

Joplin, Missouri Area

Identified database and report requirements by consulting with all stakeholders.Analyzed department applications, programming, and operations and recommended potential improvements to make recommendations.Evaluated existing systems and designed proposed systems to monitor when migrations or upgrades would be required.Recommended solutions by defining database physical structure and functional capabilities, database security, data back-up, and recovery specifications.Installed revised or new systems along with documentation, contingency or recovery plans, specifications and flowcharts.Developed and maintained data dictionary for all enterprise training department databases.Recommended optimum access techniques; coordinating installation requirements.Maintained database performance by calculating optimum values for database parameters, utilization of performance monitoring tools, indexing of tables, enforcing code review standards, and periodical review of all database statistics to identify any potential resource issues.Implemented new releases through server migrations with the database team.Completed maintenance requirements.Enforced security standards and advised of potential new industry resources that could assist in that regard.Evaluated computer operating systems and hardware products.Prepared users by conducting training or mentor sessions, usually at a high-level viewpoint.Maintained quality service by establishing and enforcing organization standards.Maintained professional and technical knowledge by attending educational workshops.

Joplin, Missouri

Enhanced employee performance through implementing motivational strategiesCollaborate with peers develop an internal website (Using SQL and CS4) that was more efficient than the previous methodsSenior member of a project that was recognized and implemented by AT&T's National Metrics and Reporting to use for SB center scorecard performance reporting that greatly enhanced reporting and data mining capabilities, resulted in company savings, and eliminated discrepancies.Designed and implemented a disruptive process improvement by automating the incentive reporting process that decreased process time by about 80%Prepared numerous daily, weekly, monthly, quarterly, and annual reports for the local call center and national management team staff Developed or enhanced several other reporting processes, managed the improvement of several processesPerformed several administrative roles for numerous different systems and applications, including Active Directory maintenance and administration.

Joplin, Missouri, United States

Primary point of contact for Sr. Management with reporting and projects, as well as for customer inquiries.Developed multiple systems for more efficient data entry, reporting that was previously non-existent, customer contacts, and ad hoc information.Achieved most sales, overall revenue, most new subscriptions, and highest customer satisfaction multiple months, in a part-time role.Proposed and developed Access database for data-entry forms, reports from those forms, customer information lists for more focused sales campaigns and customer feedback, and more efficient and accurate reports. These efforts were recognized by the parent company, which awarded me a nomination for employee of the year.Mentored agents that needed training on any of the new systems or procedures.

Joplin, Missouri, United States

Improved customer-satisfaction ratings through dialer optimization and use of a new transactional database reporting procedures, which decreased calling of customers that had already paid during that day that previously caused poor customer satisfaction experiences. Increased employee knowledge by assisting with development and implementation of product-awareness program, in conjunction with partnership with corporate leadership.Maintained statistics on client portfolio performance in relation to the company's agents assigned accounts and their delinquency rate.Named a top collector, with average portfolio delinquency rate of under 3.2%, on 3 occasions.

Joplin, Missouri, United States

Managed and developed a team of twenty-five customer service representatives.Implemented automated reporting which resulted in more efficient reporting.Dramatically enhanced employee performance by a combination of new standards for incentives, performance evaluations, and development plans.Designed and delivered training classes for the purpose of updating and improving employees’ knowledge and understanding of new procedures and products/services.Played key role in reducing labor costs by recommending staff scheduling changes.Increased overall quality significantly for two different campaigns through improved and more targeted training, more detailed coaching process, improved accountability and development standards, increased team calibration, and more stream-lined management communications. These efforts resulted in securing more long-term contracts from both vendors for the call center and adding one more.Communicated with clients for the purpose of updating day to day activities and maintaining excellent client relationships.Monitored employee calls to ensure accuracy and acceptable resolutions to customer inquiries and investigated customer concerns until resolution.Prepared various reports for the purpose of attendance, payroll, statisticalreporting to clients and human resources.

Bachelor Of Business Administration - Bba, Business Administration, Management And Operations, 3.62

Activities and Societies: Laurette Scholar SCLAGraduated Cum Laude with my major in Business Management that was supplemented with minors.

Associate'S Degree, Business Administration And Management, General, 3.65

Activities and Societies: Phi Theta Kappa

General Studies, Business Administration And Management, General

Advanced Diploma, General Studies

Activities and Societies: FBLA, Art Club, Spanish Club, Football, and News Channel member (Channel One)