Jessica Wells

General CAP Support

• Provide oversight and fostered continual growth within 25 unique business units by utilizing causal analysis support, Learning Team facilitation, developing and delivering cause analysis training/revisional training, event status reporting and general inquiries within the CAP scope.
• Support and drive change with all levels of employee from frontline to executive level using various forms or communication styles and methods.
• Consulted, provided guidance and/or directly contributed to 400+ causal analyses (ACAs, RCAs and CCAs) and Learning Teams across 25 APS business units on various cross functional issues spanning from safety, environmental, process non-adherence and regulatory events.
• Establish and maintain healthy and collaborative working relationships with APS Safety teams throughout the enterprise built on trust, respect and mutual understanding. Garnered learnings from safety teams to better understand safety related challenges and provide recommendations for improvement
• Build, maintain, analyze and provide Devonway reporting data to identify trends and provide recommendations to improve and make data informed business decisions
• Facilitated onboarding sessions, provided informal leadership/mentorship, and assisted in the development of eight (8) peers on the CAP team.
• Continuously attended seminars, forums and trainings with external parties (within and outside of the utility industry) TapRoot (Root Cause Analysis) and NATF to obtain and discuss best practices in an effort to improve programs and processes.

Power Plant Generation Specific Support

• Began supporting the Generation BU in July 2020 which is the top contributing CAP stakeholder in the enterprise. Through many strategic efforts improved the overall vision of Corrective Actions and learning from events within the BU. Perform below efforts in addition to above general CAP duties.
• Collaborates with internal/external partners to develop an innovative and structured method for utilizing Learning Teams within Generation to meet the evolving needs of the business. This included a detailed process map outlining the initiation, screening, engagement of stakeholders, facilitation methods, a repository for learnings, a channel for transparent communication, and forum to share learnings across the fleet.
• Collaborates with Generation CFAMs as a consistent key participant in Generation Operations, Maintenance, Safety and LOTO Peer Group meetings. Focused on discussing fleetwide impacts from analyses, analyzing and revising processes and procedures to align with changing business needs. Several fleetwide procedures have been updated with findings identified from analyses performed.
• Meet with management on a weekly basis to discuss recent events, share progress, challenges and provide constructive feedback. Alert management and am transparent about critical items in the business which they should be made aware. Creatively identify solutions and an innovative path forward when confronted with challenges.

HOP/HP Experience

• Trained in both legacy Human Performance and current HOP programs and effectively implemented HOP principles, concepts, and practices for over a decade. Embedded HOP concepts and principles within various CAP functions in the following ways:
• Evolving the entire causal analysis focus from correcting human behavior to identifying various areas system focused opportunities
• Shifting fact finding discussions to be collaborative and non-punitive, contrary to prior panel interviewing tactics.
• Developing corrective actions focused on building an error tolerant system in which employees can fail safely.
• Encourage and motivate internal stakeholders to ask questions to better understand HOP principles and concepts and embed them into their daily functions.
• Consistent coaching and guiding all levels of employees from frontline through executive teams on remaining focused on systematic issues.
• Enhancing the established process for reporting findings to be learning focused as opposed to approval needed.

Continuous Improvement

• Gathered insight from stakeholders to better understand varying challenges leading to the completion of two formal process improvement (LEAN) projects to drive continuous improvement, add efficiency and minimize unneeded costs.

• Strategic role within the Customer Experience business unit focused on identifying operational challenges, identifying and minimizing the impact of HP error traps, improving the experience of both internal and external customers, and increasing employee satisfaction/empowerment by creating a psychologically safe forum to report challenges and suggest process improvements.
• Partnered with various internal stakeholders and external customers to understand challenges and areas where improvement was needed and where wasted time, effort or money could be eliminated.
• Collaborated with cross functional teams to identify and address operational issues that contributed to unnecessary call volume.
• Gathered and analyzed data for various contact center functions to understand where process gaps and HP error traps existed and process mapped various contact center functions to document these gaps.
• Identified trends and patterns in customer inquiries to improve overall customer satisfaction.
• Analyzed and prioritized the risk and reward for various issues identified and presented the areas of opportunity to management.
• Formulated strategic efforts to improve the high priority areas as determined by management which each included defined measures to monitor and analyze the effectiveness of these changes.
• Participated in the development and implementation of new contact center technology, processes and strategies to optimize contact center processes and improve efficiency in the following areas:
• Improving the automated voice response (IVR)system to better route customers to the right employee in a shorter amount of time
• Created functionality within the IVR to allow for added self-service and callback options.
• Created tool to empower, commend and track employee suggestions and recommendations process improvements.
• Improve procedural steps used by employees to allow for ease of use and quicker response time.
• Utilized various tools and systems to monitor and track key performance indicators.
• Communicated with management to provide updates on operational performance and make recommendations for improvement.

• Build, manage, and develop a team comprised of 10-20 contract personnel, provide coaching and mentorship, conduct performance evaluations, and establish inclusive work cultures.
• Monitored and evaluated team performance, providing monthly feedback and coaching for improvement.
• Communicate with diverse external customers, build rapport and long-term relationships internally, and achieve customer satisfaction metric.
• Conducted monthly team meetings to communicate updates, changes, and goals.
• Resolved escalated customer complaints and issues, ensuring a positive and satisfactory resolution.
• Utilized customer service metrics and data to improve team performance and identify areas for improvement.
• Communicated with upper management to report on team performance and provide recommendations for improvement.
• Maintained accurate records of customer interactions and resolved complaints according to company policies.

Quality

• Mentored and coached new employees to facilitate their onboarding and integration into the company culture.
• Analyzed call recordings and provided detailed feedback to contact center advisors.
• Fostered a psychologically safe working environment by using empathy and understanding when delivering feedback.
• Collaborated with contact center management team, to implement quality improvement initiatives.
• Ensured adherence to company policies and procedures during quality analyses.
• Maintained accurate records of quality assurance results and reported them to management.
• Participated in team meetings to discuss quality assurance strategies and best practices.
• Communicated with cross functional teams to address and resolve quality issues in a timely manner.

Internal Communications

• Managed and coordinated internal communications for a group of stakeholders with over 500 employees.
• Developed and implemented communication strategies to improve employee engagement and morale.
• Created and maintained a weekly newsletter to keep employees informed about company updates and events.
• Created emergent communications to keep employees informed about company updates and events.
• Worked closely with internal stakeholders throughout the company to ensure consistent messaging and communication.
• Created visually appealing graphics and layouts to strategically translate large quantities of information into digestible key messages to employees.
• Conducted research and implemented best practices in internal communications to improve overall effectiveness.
• Managed multiple projects simultaneously, adhering to strict timelines and meeting project objectives.
• Implemented branding guidelines to maintain a cohesive visual identity across all internal communications.
• Utilized software such as Adobe Creative Suite, Piktochart and Microsoft Office to create and edit designs.
• Worked closely with senior leadership to strategize and plan internal communication campaigns.
• Tracked and analyzed metrics to measure the success and impact of internal communication efforts.
• Trained and mentored junior designers and interns, providing guidance on design techniques and best practices.

Trainer

• Coordinated and facilitated training sessions for new hires and existing employees on company policies, procedures, empathy skills and best practices to ensure compliance and standardization across departments.
• Collaborated with various departments to identify training needs and create customized training plans.
• Developed and implemented training programs for employees to improve overall performance and productivity.
• Utilized various training methods, including role playing, simulations, instructor led training, on the job training, and virtual learning, to cater to different learning styles and enhance the learning experience.
• Created and maintained training materials and resources, including procedural guide, videos, and technical job aids.
• Evaluated trainees' performance and provided constructive feedback to support trainees' growth and development.
• Monitored and evaluated the effectiveness of training programs and made necessary adjustments to ensure their success and relevance.
• Coordinated with internal communications team to ensure consistent messaging and branding in all training materials.
• Worked closely with quality assurance team to identify areas for improvement and develop training programs to address them.
• Contributed to the overall success of the call center by consistently producing well trained and motivated employees.