Jeff Hillis
Omaha,NE
Summary
Dedicated and results-oriented Customer Service professional with a successful track record in enhancing customer satisfaction and driving operational excellence. Excited about the opportunity to contribute strategic leadership and customer-centric approach at Fiserv, fostering a culture of exceptional service delivery and continuous improvement.
Overview
28
28
years of professional experience
Work History
IT Manager
OPPD
07.2022 - Current
- Manage district system performance, conducting troubleshooting, security patching, and maintenance with an IT Team of 10 ICs for a district size of ~2,000 business partners supporting a district population of ~1M customers.
- Interact and negotiate with vendors, outsourced contractors to secure products and services.
- Coordinate IT operations activities to deliver smooth flow of daily business needs.
Senior IT Manager
Cabela's / Bass Pro Shops
05.2013 - 02.2022
- Led high priority incident (HPI) teams to mitigate impact and keep all stakeholders updated. Financial impacts mitigated were ~$50M annually.
- Led root cause analysis (RCA) team to identify root cause of technical issues and led technical teams to ensure redundancy was implemented to eliminate HPIs.
- Absolute responsibility for internal support of ~22,000 employees. Collaborated with fellow Senior, VP, and ELT leaders to plan, communicate, and execute projects to on/off-boarding, Cabela's bank IT audit points, change management, work-force reduction, IT operations, and new store openings.
- All work completed with head and heart servant leadership.
Customer Service / Site Director
Iheart Media Corporate
02.2005 - 05.2013
- Oversaw and optimized customer service operations, leading a team of 35 professionals to deliver exceptional service and support.
- Implemented new ticketing system and knowledge base, resulting in a 52% increase in customer satisfaction. Used NPS methodologies.
- Collaborated with cross-functional teams to identify and address customer pain points, reducing resolution times by 30%.
- Performed continuous evaluations of Customer Relationship successes and failures, and implemented improvement plans.
- Facilitated effective communication between internal and external stakeholders.
- Managed high priority incidents related to system outages at customer locations and worked with development teams to implement resolutions.
Total Customer Experience Manager
Hewlett-Packard Company
06.1995 - 11.2002
- Managed enterprise account technical pre-sales inquiries; post sales product issues world-wide; Global Business unit contact for Asia Pacific Region, EU, and Latin America support operations.
- Evaluated and eliminated serviceability gaps for service centers, onsite, whole unit exchange, remote assistance
- Led service readiness product managers on roadmap planning, process development, customer engagement strategies, deliverables quality/consistency for enterprise and consumer products worldwide.
- 5 direct reports, total world-wide outsourced support ~700.
Education
High School Diploma -
Regis University
Denver, COSkills
- Account Management
- Crisis Management
- Team Resource Use
- Change Management
- Department/s Management, Collaboration,
- Growth Planning
- Workflow Management
- Cybersecurity Best Practices
Accomplishments
Completed Hewlett-Packard's "Emerging Leadership" 2-year program hosted by Stanford University's GSB to prepare HP future leadership.
Timeline
IT Manager
OPPD
07.2022 - Current
Senior IT Manager
Cabela's / Bass Pro Shops
05.2013 - 02.2022
Customer Service / Site Director
Iheart Media Corporate
02.2005 - 05.2013
Total Customer Experience Manager
Hewlett-Packard Company
06.1995 - 11.2002
High School Diploma -
Regis University
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