JEFF LINNEMAN

Lead and manage geographically distributed team members responsible for tracking and ensuring HR benefits, FMLA/STD/LOA compliance for organization of 1200+ employees.

• Coach and train in a virtual team setting to resolve conflicts and support case management.
• Conduct separation review meetings with HR business partners and prepare the necessary documentation.
• Provide daily, weekly, monthly and quarterly status updates to HR Staff and senior leadership.
• Conduct over 750 weekly timesheet audits and payroll escalations decreasing overall absenteeism year over year from 12.5% to 9.7%
• Maintain accurate records for three separate work groups reducing operational risks while organizing data to forecast performance trend and monitor trends.
• Expert knowledge of Verint, IEX, NAT, EMS, WFM, Work Hub, ACSS, Microsoft Office and Google Suite Webex, AdobeConnect.
• Refine/Improve established processes to save costs and reduce shrinkage.
• Direct management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
• Develop and foster diverse, inclusive and high-quality work environment.
• Numerous awards for outstanding leadership, customer service and operational results.
• Supervised large and diverse team members of 40+ staff members.
• Proven quality driven and accurate data processing for large-scale enterprise.
• Collaborated with team of 100+ in the development of Covid-19 contingency planning.

Managed team of 25 representatives focused on customer retention and delivering JD Power award-winning customer service.

• Set commitments for each team member and performed five monitors per employee to inspect and achieve performance standards.
• Created a tracking process to incentive reps to exceed performance targets resulting in 99.4% Customer Satisfaction rating and 70.2% Net Promoter Score Rating (NPS).
• Researched disconnect inquiries and from internal and external customers producing team result of 42% year over year churn reduction.
• Generated yearly accessory revenue of $23, 000.
• Awarded Best of the Best, Presidential Award and Shining Star departmental awards, quarter over quarter for outstanding team results.

• Manage a team of BGCO Coordinators to deliver world class customer service focused on overall customer experience, Revenue, 2-Hour Repeats, Churn, and Efficiency.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team. Set commitments for each Coordinator and followed up with side by side monitor inspection.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Monitor performance/attendance of direct reports according to established performance standards.
• Coached, trained and motivated Coordinators daily
• Handled escalations and researched requests from internal and external customers.

Managed established team of 20 Consumer Service Advocates responsible for taking inbound customer calls. Exceeded targets of 50/calls per day, 80% customer satisfaction.

• Helped employees with day-to-day work and complex technical problems by applying motivational and analytical strategies.
• Trained internal/external customers on extremely complex voice and data products/ services and technical information clearly and concisely.
• Monitored performance of direct reports according to established performance standards resulting in Team of Month award.
• Planned, directed, monitored and evaluated workflow and workforce according to call volume, historical forecasting.
• Exceeded team goals and collaborated with staff members to implement customer service initiatives and incentives.

Staffed/supervised team of 40+ Technical/Data Support Coordinators and Analysts leading call center with average of 32 calls per day against target of 23, 1000+ upgrades and overall rep performance of 90% against target of 80%.

• Achieved resolution rate of 94% against target of 87% contributing to increased customer satisfaction scores and JD Power award win.
• Resolved diverse range of technical wireless mobility issues across multiple systems and applications for customers and end-users across various time zones.
• Train complex voice and data products/ services and technical information clearly and concisely.
• Planned, directed, monitored and evaluated workflow and workforce according to call volume, historical forecasting.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Used ticketing systems to manage and process support actions and requests and tier 3 resolution at accuracy rate of 93%.

Managed attendance team of seven responsible for tracking overall attendance and FMLA / STD / LOA ensuring consistency and accuracy across call center staff of 1000+ employees.

• Partnered with HR staff and center Director Staff to provide current day status on overall attendance for the Houston Call Center on a daily, weekly, monthly and quarterly basis.
• Managed reporting and administration of corrective action for absenteeism in daily, weekly, monthly and quarterly intervals for 1000+ employees.
• Managed key projects for development and implementation of National Attendance Tool to improve overall attendance tracking.
• Partnered with Area and National Operations to ensure consistency and calibration across the enterprise.
• Partnered with third-party outsource vendors to provide timely updates and training.