Jeremy Wieland
Tallahassee
Summary
Dynamic leader with extensive experience at Capital City Bank, excelling in project management and client relationship management. Achieved a 50% reduction in call wait times while enhancing team performance and quality assurance. Proven track record in strategic planning and employee development, driving significant improvements in service delivery and operational efficiency.
Overview
15
15
years of professional experience
Work History
Vice President, Client Service Center
Capital City Bank
Tallahassee
01.2020 - Current
- Lead all development and expansion of the Client Service Center
- Expanded team from 30 associates and 3 teams in 2020 to 48 associates and 5 teams
- Led development of outbound sales associate role
- Grew and strengthened training and Quality Assurance teams – creating new roles working on both initial training and continuous improvement
- Incorporated Video Banking team, adding in responsibilities for 64 ITMs and 30+ offices
- Expanded the size and reach of our internal associate knowledge team
- Drive improvements to service levels in the Client Service Center
- Saw up to a 50% decrease in call wait times and abandon rate when looking at similar volumes
- Increased answer rate by up to 20% on Chat sessions
- Reduced average answer time by 30% on Video Banking sessions by better evaluating peak times and making appropriate staffing adjustments
- Researched and helped obtain contracts with vendors
- Researched capabilities of Quality Assurance and Call Center Agent Software
- Helped to evaluate IVR Software for Phones
- Currently researching AI options that could be useful for Client Service Center
Manager II - Customer Success & Engineering
SPS Commerce
Minneapolis
10.2018 - 01.2020
- Key resource leading former company’s (EDIAdmin) transition to and inclusion within SPS after acquisition
- Manage expectations for EDIAdmin employees and lead change as a positive for team
- Create and enact multiple action plans on how to bring systems and processes into SPS
- Work with SPS teams on SPS training necessary for team
- Collaborate with VP on future state and size of team
- Lead efforts to cross train on our processes and tools to other teams within SPS that do not directly report to me
- Continued management of all aspects of implementation projects and team as was done within EDIAdmin
- Hire and manage team of 15 internal resources that consists of project managers, technical analysts, business analysts, developers, and support analysts
- Work with the project managers to achieve high-quality projects which meet the needs of the clients
- Hire and manage various contract resources
- Responsible for escalation path for projects
- Drive team to improve from a team and personal aspect
- Work with employees on career pathing for them at SPS
Director of Managed Services
EDIAdmin
07.2017 - 10.2018
- Manage all aspects of client facing projects during implementation and support
- Hire and manage team of 16 internal resources
- Work with the project managers to achieve high-quality projects which meet the needs of the clients
- Hire and manage various contract resources
- Drive team responsibility to think critically and deliver what the client needs during all phases of the project
- Responsible for escalation path for projects ensuring decisions are made within EDIAdmin and holding clients accountable for what was agreed to in the contracts or Statement of Work
- Create best practices and enforce adherence
- Develop a culture of high quality customer service through our dedicated support team
- Researched and implemented new reporting tools to be used to track and report on support metrics
- Develop transition to support plans and best practices
- Implemented succession plan to develop support team into becoming project team members
- Act as office manager ordering both computer hardware items and other miscellaneous items
- Create and organize employee engagement events such as baseball game outings, potlucks, etc
Application Service and Support Manager
Schwan's Company
Bloomington
01.2014 - 07.2017
- Managed Application Service team and Help Desk Team which consisted of both internal and external, offshore resources
- Responsible for SAP, .Net, EDI, BizTalk, Web, SharePoint, Mobile, and Packages Issues and Problems
- Organize meetings and include relevant individuals from both IS and business units as needed for issues and problems
- Help prioritize support issues between the needs of multiple internal business units
- Ensure projects are transitioned effectively and efficiently from project to support teams
- Help project managers incorporate fixes for known problems into projects to save development and testing costs
- Manage support budget and contract between contracted support personnel
- Define SLAs and ensure issues are responded to within defined SLAs
- Manage 3rd party relationships with external vendors and hold them accountable for actions taken
- Drive the creation, implementation, and monitory of relevant metrics to actively manage and measure support tasks
- Lead transition of Help Desk from internal employees to offshore employees
- Reviewing and setting a plan of attack to resolve high volume calls
- Worked creative solutions to decreasing staffing issues due to budget
- Implemented new phone tree functionality to allow for prioritization of calls into the Help Desk
- Improved process of creating/reviewing knowledge documents for both the Help Desk and any other users to view
- Acted as Project Manager and Director on implementation of Self-Service Password reset tool
- Coach and grow employees to become better in their role and help find pathways to their next step in their career
IS Project Manager
Schwan's Company
Marshall
05.2011 - 01.2014
- Successfully managed and implemented multiple projects with budgets over $1 Million
- Managed both internal and external resources on capital project. Managed resources specializing in SAP MM, QM, ABAP, and EDI
- Ensured projects were delivered on time, on budget, and with high quality
- Highest rated Schwan’s IS Project Manager in multiple bi-annual customer surveys
- Runner up in 2012 IS Pinnacle of Excellence award
Education
Master's of Business Administration -
Florida State University
Tallahassee, FL12.2010
BCIS - Business Computer Information Systems
St. Cloud State University
St. Cloud, Minnesota12.2001
Skills
- Project management
- Client relationship management
- Quality assurance
- Call center operations
- Strategic planning
- Employee development
Additional Information
- Chair of Schwan’s IT RITE/Activities team, 02/11 – 07/17
- Co-Chair of Schwan’s Engagement Council’s Health and Safety Team, 01/16 – 07/17
Affiliations
Member of St. Cloud State Baseball Team
Timeline
Vice President, Client Service Center
Capital City Bank
01.2020 - Current
Manager II - Customer Success & Engineering
SPS Commerce
10.2018 - 01.2020
Director of Managed Services
EDIAdmin
07.2017 - 10.2018
Application Service and Support Manager
Schwan's Company
01.2014 - 07.2017
IS Project Manager
Schwan's Company
05.2011 - 01.2014
Master's of Business Administration -
Florida State University
BCIS - Business Computer Information Systems
St. Cloud State University