James Thomas Hogan
Tempe,Az.
Summary
Utilize developmental, leadership, and analytical skills to develop and drive any and all business strategies necessary. To improve overall customer experience in a constantly changing environment through analyzing and managing department level changes. Improving the business everyday through continued development and implementation of training Increase gains in revenue to ensure continued success and growth of the company's investment in its workforce and its resources.
Overview
9
9
years of professional experience
Work History
Special Projects Analyst
Progress Residential
02.2020 - 08.2023
- Salesforce Admin, Created and updated accounts.
- Taskray (Dash Relay), created and maintained accounts for Vendors, SPM, PM, PC, MRS, MRT and MRC
- Renowalk, Create update Accounts, Update and maintain pricing
- Monitored project progress, identified risks and took corrective action as needed.
- Maintained open communication by presenting regular updates on project status to customers.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
Service Coordinator
Progress Residential
10.2017 - 02.2020
- Communicated with clients and service providers to provide updates on work progress.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Coordinated and monitored service activities to confirm work met all requirements.
- Assessed customer needs and developed solutions to meet needs.
Real Time Analyst/Workforce Management
Sears Holdings
02.2016 - 10.2017
- Schedule service with residents
- Hold daily meetings with, Create, maintain, and schedule work orders for technicians in all markets
- Close contact with Service Manager, Technicians and Vendors for completion of jobs
- Meet daily Key Performance Indicators
- Coordinate logistical support of GE Appliance purchasing program
- Maintain national service specifications
- Executed disaster discovery and recovery process
- Consistently manage multiple markets and assignments while keeping local and remote leadership informed
- Create, use, and distribute multiple reports out of salesforce, daily
- Navigate Yardi Voyager, to assist customer, vendors, and technicians, Manage Outlook inbox for multiple markets, while adhering to a constantly evolving set of standards, determined by Geography
- Monitor real time queue performance and manage to service-level agreements (SLA's) for operations, actively addressing areas of concern as they occur
- Work with assigned teams' management to improve team performance and drive long term efficiencies by ensuring adherence to best practices and appropriate handling of our customer's issue
- Point of Contact in your center for situations that need to be immediately transferred to the
- Workforce Strategy
Delivery Case Manager Specialist
Sears Holdings
06.2014 - 02.2016
- Department examples of this would be high queues, systems down, phone problems, staffing issues, emergency situations, etc
- Assess trends in teams, identifying areas of opportunity with assigned operational departments
- Work with Workforce Analysts to investigate productivity and performance of assigned department
- Assist and coach off line contract agents with setting up deliveries for Military and 3rd party
- Contractors/customers under Vendor manager contacts for Sears Holdings Corporation
- Use of tracking and global software, (Warthog), to track and set up deliveries in escalated issues for next day delivery, Take escalated calls to relieve call volume from team agents
Education
Diploma - Gen
Delta High, James Thomas Hogan (J.T
Skills
- Proficient in
- Salesforce
- Renowalk
- Microsoft Office Suite
- Superb leadership and project management skills
- Ability to utilize knowledge in company operations and goals in order to motivate others and make a
- Positive impact on the company
- Well organized, punctual, and goal oriented
- Relevant Work Experience
- Oct 2017 - Present
- Progress Residential
- Service Coordinator
- Expert goal setting and proper execution method skills
- Exceptional business partnership skills
- Excels in the ability to analyze data and build new processes to improve performance Experience
- Proficient in Aspect
- Skills
- Ability to utilize knowledge in company operations and goals in order to motivate others and make a
Timeline
Special Projects Analyst
Progress Residential
02.2020 - 08.2023
Service Coordinator
Progress Residential
10.2017 - 02.2020
Real Time Analyst/Workforce Management
Sears Holdings
02.2016 - 10.2017
Delivery Case Manager Specialist
Sears Holdings
06.2014 - 02.2016
Diploma - Gen
Delta High, James Thomas Hogan (J.T
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