Weston Hanson Email & Phone Number

Providing consultation to member support leadership on process design, operational technology and strategies to work towards their business goalsCollaborating with data science, legal, marketing, sales, and many other departments on projects and incident responseDesigning solutions to for senior leadership throughout all stages; research, report building, presentation, and implementationDevelop multi-level role research projects to investigate organization wide opportunities in order to build project plans and strategiesProvide administration to multiple software solutions including but not limited to: Salesforce, Zendesk, Genesys, and Ada

-Transformed the culture and performance of the Communications department through setting clear expectations, scalable policies and re-writing each position to remove ambiguity-Implemented the Knowledge Centered Support methodology including the creation of a knowledge base, the knowledge feedback process and a knowledge owner role within the department-Designed and implemented a performance scorecard that transformed the departments performance to consistently exceed KPI goals on 320,000+ calls within one year-Identified and coordinated company and departmental projects each quarter, including redesigning the IVR to improve the customer experience, designing and implementing a holistic performance review process, and creating a leadership development program-Professionally developed the department leadership team in instructional design and coaching strategies to optimize the employee onboarding experience and promote consistent performance improvement-Coordinated business impacting major incidents through proper internal and external communication, accurate strategic reporting to identify scope, and debrief sessions to prevent future events-Utilized data analytics to proactively search for continuous improvements for our customer experience, business efficiency and financial opportunities-Designed and delivered monthly reports to senior leadership to track progress on company goals, and identify trends and performance opportunities for over 165 facilities located across the entire United States-Collaborated with other departments to resolve multi-departmental issues or develop standard operating procedures

Division Of Technology Services

-Managed service desk operations including incident management, service request management, knowledge management, and problem management with a volume of up to 25,000+ tickets per month-Designed and managed recruiting, hiring, discipline, reviews, training, coaching, and leadership development-Managed IT projects involving external stakeholders-Collaborated with campus departments to develop strong relationships between IT and the University-Led continual service improvement through business process analysis and redesign bringing our performance to the bleeding edge of IT Service Management -Designed and maintained the IT Service Management performance scorecard and quality assurance programs to deliver industry leading metrics, consistent employee feedback, and excellent customer service-Monitored and maintained the IT Service Management toolset (TeamDynamix)

United States

Coached and trained team members to help improve their performance and help promote understanding when processes were changed. Acted as an escalation point for challenging customers/situations. Recommended and participated in process improvement activities.

Provided high-level customer support to a client base of 6500+ students and600+ Faculty and Staff utilizing phone, chat, walk-up, and email support mediums. Utilizing the Teamdynamix toolset to ensure proper documentation of customer interactions and process adherence. Solving technical issues efficiently to get customers back up and working in a timely manner.