Summary
Work History
Education
Skills
Timeline
BusinessDevelopmentManager
Jeremy Heyer

Jeremy Heyer

Rochester,MN

Summary

Experienced in strategic planning, organizational leadership, and stakeholder management. Leverages a collaborative approach to drive team performance and achieve company objectives. Proven track record of effectively managing resources and navigating complex challenges, consistently delivering sustained growth.

Work History

Board Member

SEIU
11.2018 - Current
  • Led financial audits to ensure compliance and transparency across operations.
  • Engaged in policy discussions to ensure compliance and best practices.
  • Collaborated with other board members to develop and execute programs and initiatives to advance organizational mission.
  • Prepared and presented reports to inform board on organizational progress and goals.
  • Evaluated financial reports for informed decision-making and risk management.
  • Assisted with development of organizational budgets and resource allocation plans.

Field Business Planning Analyst

Charter Communications
06.2022 - 07.2024
  • Supplied MN Directors and AVP with daily field operation insights and recommendations
  • Evaluated field operation performance, staffing levels, and identified improvement opportunities
  • Supported capital projects through cost / benefit analysis and presented high-cost exception projects for corporate approval
  • Managed operational and capital expense analysis, developed monthly and annual budgets, reviewed monthly budget variances, and updated quarterly financial forecast based on trend analysis
  • Employed tools, including Microsoft Office, Excel, Power BI, SQL, Oracle, Micro-Strategy, Tableau, Crystal Reports, GIS, and others
  • Reduced planned project budgets30% by utilizing effective project managing strategies, identifying, and correcting department overspending and invoicing errors, and built / maintained annual organization budgeting with minimal increase

Customer Service Administrative Supervisor

Charter Communications
03.2020 - 06.2022
  • Delivered daily site data and recommendations to Site Director and VP
  • Assisted leadership in creating and implementing coaching and development plans
  • Reviewed agent and leadership metrics against goals, generated reports to identify performance outliers for improvement plans and recognition awards
  • Collaborated with facilitators on process improvement initiatives
  • Regularly analyzed call volume and trends and coordinated with multiple sites on trends and virtualization efforts
  • Received2020 Charter Champion Appreciation Award as well as Charter Achievement Award for elevating low-performing team outliers to meet site expectations and standardized escalation processes across9 call center sites

Customer Service Supervisor

Charter Communications
04.2019 - 03.2020
  • Oversaw team of customer service agents, ensuring technical proficiency and exceptional customer support for residential data and video services
  • Effectively trained agents to boost technical skills and overall performance, meeting key metrics for superior customer service
  • Monitored performance metrics and initiated improvement strategies to uphold service quality
  • Collaborated with leadership to develop training programs and optimize processes
  • Received2019 Charter Champion Appreciation Award as well as Charter Achievement Award for transforming team from bottom10% to the top10% in performance

SMB Sales Support Supervisor

Charter Communications
10.2015 - 04.2019
  • Led SMB sales support operations, analyzing sales goals, staffing, and workloads to enhance business service delivery
  • Developed and implemented streamlined processes, managed multiple teams of up to50 employees, and collaborated across sites to improve procedures
  • Oversaw project management initiatives to ensure timely and efficient completion of business objectives
  • Conducted regular performance evaluations and provided coaching to staff
  • Coordinated with senior management to align support strategies with overall business goals
  • Achieved significant reduction in corporate escalations by enhancing overall service quality
  • Received2017 Charter Distinction Award,2017 Charter Champion Appreciation Award, and Charter Achievement Award for identifying and eliminating $1.5M in vendor expense from incorrectly disconnected accounts

SMB Care Supervisor

Charter Communications
02.2013 - 10.2015
  • Oversaw SMB Care operations, analyzing department staffing and workload to align with business needs and production targets
  • Created and maintained database systems while developing and implementing efficient processes
  • Collaborated across sites and departments for process development, coordinated with Workforce coordinators to manage service levels, and led project management initiatives
  • Conducted regular performance reviews and provided coaching to team members
  • Worked closely with senior management to align departmental goals with overall business objectives
  • Led and coordinated teams of up to 21 employees, integrating both on-site and remote personnel, to effectively manage workload surge of300%

Education

Bachelor of Science (BS) - Elementary Education

Augsburg College
Rochester, MN
03.2009

Skills

  • Leadership experience
  • Strategic thinking
  • Diversity and inclusion
  • Organizational growth
  • Business Analysis
  • Data Analysis
  • Strategic Planning & Execution
  • Project Management
  • Process Improvement
  • Stakeholder Engagement & Partnership Building
  • Strategic Financial Management
  • Team Leadership & Development
  • Customer Relationship Management
  • Budget & Planning
  • Data & Reporting
  • Collaboration & Leadership
  • Health Care Management
  • Communication
  • Organization
  • Decision-Making
  • Team Building
  • Organizational leadership
  • Strategic planning
  • Nonprofit experience

Timeline

Field Business Planning Analyst

Charter Communications
06.2022 - 07.2024

Customer Service Administrative Supervisor

Charter Communications
03.2020 - 06.2022

Customer Service Supervisor

Charter Communications
04.2019 - 03.2020

Board Member

SEIU
11.2018 - Current

SMB Sales Support Supervisor

Charter Communications
10.2015 - 04.2019

SMB Care Supervisor

Charter Communications
02.2013 - 10.2015

Bachelor of Science (BS) - Elementary Education

Augsburg College

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Jeremy Heyer