Jeffrey Sheets Email & Phone Number

United States

Work with Integration Team to Schedule, Setup and Support new devices integrations on to Optum DevicesWork with Project Managers and other entities within my company to help build and create "How To" documents for new and existing integrations.Assist with Troubleshooting issues and creating solutions to resolve any obsticles that may be presented

Lenexa, KS

• Responsible for creation of Daily, Weekly and Monthly reporting packages
• Monitors and tracks performance against SLA’s
• Provides deep dive and root cause analysis regarding success and growth areas
• Creates databases for tracking key performance metrics by department and at the individual employee level
• Provides ad hoc data query support for tactical and strategic initiatives
• Analyzes and evaluates data trends to guide decisions for regional and national process improvement

Lenexa, Kansas

• Worked with Workforce Scheduling and Forecasting Analysts as support for assigned tasks within WFM
• Served as a backup Traffic Analyst when agents are out of office and assist with TA’s duties
• Assisted with New Hire Classes by training agents in the call center in the areas of Aux usage, Absenteeism, Adherence and tools that can aide them in monitoring personal performance
• Served as a point of contact for the WFM team to cover schedule adherence, aux usage and skill consolidations amongst all regions in Client/Patient services
• Served as a Concierge to the all Quest Client Services regions, providing audit and trend data on performance
• Assisted with Live Agent monitoring using Avaya CMS, RTA Client and Aspect WFM

• Coordinate and screen show vehicles for Halloween Haunt Parade to provide the highest quality of vehicles for the event
• Schedule drivers and vehicles for Halloween Haunt Parade to ensure adequate time for pre-staging vehicles and prompt nightly starts
• Create Standard Operating Procedures for participants and assisted with streamlining the process for lineup when entering the park
• Recognize event participants at conclusion of parade season for successful performances and issue merits earned

Kansas City, Missouri Area

• Provided customer support for technical troubleshooting for Automotive, Motorcycle and Trucking devices
• Answered customer technical inquiries regarding Garmin products via telephone, fax and Email
• Monitored document and report failure trends in Garmin equipment
• Identified and recommended improvements in Garmin Products, documentation and procedures
• Reviewed special circumstances and authorized warranty service when deemed appropriate
• Acted as a liaison between customers and members of other departments within Garmin

Lenexa, Kansas

• Provide customer support for billing and payment inquiries to create a clear understanding of account services and retain customers.
• Conduct technical troubleshooting for customer issues involving software and hardware problems and tower location reset to enhance productivity and efficiency.
• Initiate sales upgrades in services and devices to increase customer product knowledge and increase sales.