Jason Smith Email & Phone Number

Los Angeles, CA, US

Universal City CA

Los Angeles, California, United States

West Sacramento, Calfornia

• Operate with varying business areas to review sensitive member data and take action to resolve member issues related to Defined and Replacement benefit payments, taxes and calculations
• Strategic planning, performance management and analysis, gap analysis and action planning, to support solution implementation and operation of the business areas in meeting organizational goals
• Facilitate group discussions to uncover unspoken needs, concerns and design presentations and tools to address knowledge gaps and gain agreement for implementation
• Work with various stakeholders in cross functional groups to analyze data, create streamlined processes and build varying tools to support efficiency and reduce risk
• Create dashboards, presentations and data tracking to produce quarterly progress as it relates to strategic business objectives for executive staff and directors
• Observe and participate in quarterly business reviews relating to member needs, satisfaction and growth, identifying opportunities for improvement as it relates to our members

United States

• Worked with project managers and technical staff at credit unions to configure, test and roll out phased projects related to software integration with bank core systems
• Coordinated and executed actions necessary for resolution of complex interface issues
• Acted as an escalation point related to integration issues, analyzing and submitting enhancement requests for necessary software development to support client needs

Rancho Cordova, CA

• Drove improvement of customer and representative experience for regional leadership through report creation, analysis and implementation of strategic initiatives for the West region of 5000+ employees
• Designed and facilitated delivery of workshops for all levels in the region with continual reinforcement of key topics related to company key Metrics (ACS, NPS)
• Created custom reporting in Excel for all Customer Service groups utilizing multiple data sources to manage inspection of multiple high priorities
• Executed and maintained actionable project plans designed to improve coaching quality and consistency
• Prepared and presented recommended actions to HQ Leadership teams to gain buy in for company initiatives
• Effectively managed and delivered Ad-Hoc reporting requests to deep dive company metrics to drive change

Rancho Cordova, CA

• Facilitated workshops to improve customer experience and resulting in a reduction of unnecessary outbound calls by 18% (22000 calls) in 3rd quarter
•  Lead call center project resulting in 4% increase in efficiency over 6 months and an additional 13000 inbound calls handled
•  Maintained a suite of Center reports used by Directors and Leadership to drive key company metrics related to Net Promoter Score, after call surveys and revenue ensuring center performance in the top 10% of the.
• Audited HQ generated reporting for accuracy and identified logic flaws that resulted in revisions increasing accuracy by 90%
• Identified opportunities and delivered training to support integration of new wireless companies into Verizon Wireless

Rancho Cordova, CA

• Assessed, reviewed and resolved customer issues through discovery and system account analysis via phone
• Created ranked reporting for floor support teams allowing leadership to more effectively evaluate support staff

Rancho Cordova, CA

• Acted as a Liaison for assigned fortune 500 companies (Apple, DaVita, Facebook, Oracle, Mattel, Sony) ensuring proper implementation of contractual obligations, account maintenance, audits, training and overall.
• Participated in researching web portal opportunities through call analysis resulting in $113K savings in first year of implementation
• Managed data integrity projects to ensure Sarbanes-Oxley compliance reducing potential risk by 67%

Rancho Cordova, CA

• Managed assigned business workgroup projects driving department efficiency, increasing customer satisfaction and reduction of inbound work by creating awareness of best practices and constructive feedback. o Optimized.
• Developed cross-departmental relationships to share best practices and present recommendations for stronger internal partnerships and departmental efficiencies

Rancho Cordova, CA

• Completed assigned projects of varying complexity from online and offline sources with a high level of accuracy for fortune 500 companies

Rancho Cordova, CA

Assessed, reviewed and resolved customer issues through discovery and system account analysis via phone

Oroville, CA

• Managed company’s three largest business accounts as a liaison, ensuring quality control, pricing and customer deliverables
• Maintained inventory and managed purchasing of materials