Tim Schultz Email & Phone Number

Minneapolis, Minnesota, United States

Wayzata, Minnesota, United States

It’s been nice to learn the banking and focus on being the best independent contributor I can.

Minneapolis, Minnesota, United States

I was brought into the organization to share my skills and insights having been in Leadership within the same sector (Healthcare). The project I was brought in to help launch was never implemented by the organization so I was assigned to other responsibilities.• Assisted medical providers (Doctors, Ph.D. Audiologists, and Office Management) in utilizing web portals to process insurance claims for our mutual customers, the hearing impaired.• Reviewed, tested, and documented agent procedures when implementing new products and healthcare services such as new medical device adoption rate and mobile app integration.• Worked alongside Leadership to implement:​Remote support to expedite solutions, KPI for agent baseline performance, phone skill training, ​de-escalating communication tactics, and most importantly focusing on building long-term ​customer relationships.

Minneapolis, Minnesota, United States

•Led a group of 10 remote Help Desk technicians to function as a cohesive unit supporting shared goals, engaged in weekly coaching, sharing progress reports and building communication skills.• Worked with the User Experience team to match law firm resources based to unique caseloads.• COVID19 Business Continuity​Created and implemented process to quickly move key personnel, such as the Billing team, to a ​“work from home” (WFH) model assuring collection of billable hours for the firm.​Executed movement of over 500 attorneys, 300 Legal Administrative Assistants and Paralegals ​across 5 states to the WFH model maintaining business continuity.• Supported initiatives for all remote staff including soliciting needs and providing key tools.• Worked with Networking, Security, New Business Intake (NBI) and Business Applications adding significant value to the firm as the team lead.

Minneapolis, Minnesota, United States

• Completed advanced phone skills training focusing on de-escalation and customer retention.• Key contact for Costco Wholesale in providing medical equipment, training and support to more than 600 locations in the US, Canada and Mexico.• Nominated for the Circle of Excellence, a peer selected high achievement award.• Instituted key team development programs improving overall customer satisfaction to > 98%.• Led a team of 10 support technicians that were widely recognized as best in the industry.• Developed a dashboard for an IP based communication system joining teams across multiple US locations (other departments adopted this dashboard for their own teams).• Key participant in Global Quality meetings reducing software errors by 20%.• Designated as US delegate for Global workshop to gauge user interface acceptance of mobile apps.