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• Develops training tools, presentations and educates users on database and functionality• Monitors customer services daily activities through data and reports for performance• Interfaces with multiple departments simultaneously to achieve performance metrics regionally and nationally

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• Organized overtime assistance as needed for regions needing additional assistance to meet goals• Ensured that Supervisors were trained in the use of Adherence tools and provided training if needed as well as CMS support training and other national reporting that is released daily• Created and updated process documents for WFM functions as well as create and keep updated training documents for WFM reporting• Created custom reporting used for National Performance Metrics for Aux usage by Interval, Call Performance Metrics, Late to start shifts performance, Non-phone reporting, CPH and Absenteeism performance• Served as a backup for a member of the Business Analyst team for reporting purposes• Consistently used as a data resource for Projects and presents information using Pivot Tables/Charts and PowerPoint slides.

• 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• Worked with customers to identify products and services that would best support their needs.

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.