Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Justin Wiedrich

Fargo,ND

Summary

Strong understanding of diverse business intelligence methodologies to improve workflow, productivity and reliability. Knowledgeable Systems Analyst with history of progressive leadership and project management. Gathers requirements, develops use cases and delivers key initiatives. Aligns teams and drive collaboration and cohesion to complete projects on time and within budget. Subject Matter Expert (SME) in Benefits Administration.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Senior Solution Analyst Liaison

WEX Health Inc.
02.2018 - 01.2024
  • This role is all encompassing of the Benefits Account Specialists and Solution Analyst positions
  • The senior role places more emphasis on heightened situations, team member training and being a leader within our department for all things related to Client Services internally and externally
  • Work closely with business analysts, developers, and project managers to facilitate seamless integration of solutions into existing infrastructure
  • Lead cross-functional teams in the execution of project deliverables, ensuring alignment with project timelines and goals
  • Identify opportunities for process improvement and automation, streamlining workflows and enhancing overall business performance
  • Conduct regular reviews of solution effectiveness, recommending and implementing enhancements as needed
  • Assess potential risks associated with proposed solutions and develop mitigation strategies to ensure successful implementation
  • Monitor solution performance, addressing issues proactively to minimize impact on business operations.

Solution Analyst

WEX Health Inc.
08.2017 - 02.2018
  • Contributed to the development of best practices and standards within the Solution Analyst team, promoting continuous improvement and knowledge sharing
  • Collaborated with stakeholders to gather and define business needs, translating them into detailed requirements and specifications
  • Guided and mentored a team of 35 analysts, fostering a culture of excellence in solution design and delivery
  • Developed and maintained strong relationships with cross-functional teams, facilitating seamless communication and collaboration throughout the project lifecycle
  • Conducted thorough system analyses, identifying areas for improvement and proposing innovative solutions to enhance overall performance
  • Led the evaluation and selection of technology solutions, ensuring they align with organizational standards, security requirements, and industry best practices
  • Provided subject matter expertise in FSAs, HRAs, HSAs, Commuter and data integration, software development, contributing to the resolution of complex technical challenges
  • Collaborated with Account Executives to develop realistic timelines and resource plans, ensuring successful project delivery within established deadlines.

Benefits Account Specialist Team Lead

Discovery Benefits
08.2015 - 08.2017
  • Assume a central role in fostering collaboration and driving the collective achievements of the team
  • Serve as a catalyst for synergy, encouraging open communication and ensuring that each team member's strengths are utilized to their fullest potential
  • Strive to inspire and motivate the team, fostering a positive and inclusive work environment
  • Be dedicated to setting clear goals, providing direction, and facilitating problem-solving, all while remaining approachable and supportive
  • Promote a cultivating a high-performing, cohesive team that collectively achieves its objectives
  • Handles all inquiries professionally and courteously and with accuracy
  • Promotes a favorable image of Discovery Benefits through positive interactions with customers maintaining their confidence in us
  • Answers and returns inquiries in a timely manner
  • Researches/investigates all inquiries utilizing reference materials
  • Understands and applies confidentiality guidelines
  • Follows customer service standards
  • Meets customer service statistical goals.

Benefits Account Specialist

Discovery Benefits
10.2014 - 08.2015
  • Handles all inquiries professionally and courteously and with accuracy
  • Promotes a favorable image of Discovery Benefits through positive interactions with customers maintaining their confidence in us
  • Answers and returns inquiries in a timely manner
  • Researches/investigates all inquiries utilizing reference materials
  • Understands and applies confidentiality guidelines
  • Follows customer service standards
  • Meets customer service statistical goals
  • Assigned as One point of contact for a group of employers that only deal one manager
  • Be able to multi task from phone calls to email throughout the day.

Customer Service Representative, General Queue Expert

Wells Fargo
01.2010 - 08.2014
  • Assist Bankers with product support, with system support all while being efficient and accurate with the information provided
  • Being proficient in multiple platforms and queues and providing options that best supports the bankers and the customers
  • Acted as an OJT/Buddy Program Lead where I acted as a liaison between their site General Queue Experts, Buddies, Learning & Development Team, and On the Job Training Committee
  • Became a General Queue Expert where I am able to coach new hires through their training process
  • Also am in the Buddy Program where you are able to support the new hires in any areas to encourage their new position and growth within the company
  • I was able to take all of that knowledge and travel for the bank to assist Reading, PA
  • I was able to work directly with supervisors, general queue experts, trainers, and site manager to show them areas of need and improvement
  • Also we were able to show them where their strengths currently are to allow them the ability to encourage long term success within that site
  • We shadowed, offered QA assistance, had agents shadow with us, offered

Team Leader, Customer Service Representatives

Upstream
12.2007 - 10.2009
  • Responsible for motivating, educating and following up with team members
  • Develops associates within their account(s)
  • Tracks team member's results using performance indicators
  • Assists team members in all written work (i.e
  • Schedule change requests, time off requests) to ensure accuracy and completeness
  • Completes all paperwork including but not limited to nightly reports, tracking reports, and cumulative reports within the specified time frames
  • Serves as a primary contact between team members and management to ensure all policies and procedures are implemented and maintained
  • Demonstrates effective time management skills
  • Maintains productive education and motivation by working directly one-on-one with the team members a minimum of 85% of scheduled shift
  • Coaches and monitors team members through educational and motivational techniques
  • Handles contacts weekly to assess account results as well as handles irate customer calls
  • Ensures each station is equipped with the necessary materials for the start of shift
  • Ensure all information collected during a client monitoring session is provided back to the associates.

Assisted Learning Specialist, Customer Service Representatives

Upstream
06.2007 - 12.2007
  • Assist the Learning Specialist with new hire training
  • Help agents on a one on one basis who seem to be struggling as to not slow the class down
  • To be able to step in and Train when the Learning specialist is not in the office
  • To coach the new agents while in nesting, providing feedback on ways to remain relaxed while dealing with complex issues from the customer
  • Be able to provide recurrent training for those seasoned agents on the floor that would need a refresher in a certain area
  • All the while still taking calls on the skills trained for
  • Also when needed to coach the floor for the Leaders
  • Remain highly motivated and dedicated to Upstream's philosophy and practices
  • Effective problem solving and organizational skills
  • Strong interpersonal skills
  • Dedication to the total quality management process
  • Ability to use e-mail, MS Office, and other software.

Universal Agent, Customer Service Representatives

Upstream
07.2006 - 06.2007
  • Answers telephone in a polite and professional manner
  • Worked with clients (internal and external) to resolve concerns, including policies and procedures
  • Access client needs and suggests/promote alternative products and services
  • Initiate escalation as appropriate to ensure management and/or client awareness of problems
  • Navigate on client websites, as well as the general Internet
  • Provide feedback to associates and/or leaders regarding areas of opportunity for improved quality of the services provided
  • Supports the achievement and maintenance of standards based on company and client goals
  • Assume other duties and special projects as defined by leader.

Editorial Agent, Data Entry Keyers

Upstream
04.2006 - 07.2006
  • Review Ads placed by companies through Excel Tool for placement on to the web through MSN websites
  • Look over all aspects of the ad to see if it needs to be returned for further process by the submitting company or if it meets all criteria and allow it to post to the internet as a paid advertisement
  • Needed to be proficient in Excel, MS WORD, and MS outlook as well as being able to use the internet as a resource.

Telephone Sales Representative, Customer Service Representatives

Pepsi's America
09.2005 - 01.2006
  • Make outbound calls to current customers completing orders, answering product questions, and dealing with any customer service issues
  • Informing customers of any new products in detail and upselling specific products to customers on every call
  • Onboard new accounts/customers as more areas were added to telephone sales system
  • Discuss all details of calls and discuss needs of customer.

Supervisor Assist CSR, Customer Service Representatives

Usbank
07.2000 - 05.2005
  • Take supervisor calls that were either at the customers’ request or if the representative could not handle the call for any reason
  • Calling cardholders back if they could not reach a supervisor and determine how it was we could assist them and facilitate their requests if possible
  • Back up all of the different types of calls as they come in to prevent any type of queue or wait for cardholders
  • During downtime or slow time process all internet requests from customers
  • While taking inbound calls process any kind of mail that came into the department.

Education

3 Years of College or a Technical or Vocational School – No Degree - Universal Studies

NDSU
05.1998

High School Diploma -

Ramstein High School
Ramstein Air Force Base, Germany
06.1995

Skills

  • Process Improvement
  • Critical Thinking
  • Customer Service
  • Problem Solving
  • Attention to Detail
  • Time Management
  • Team Collaboration
  • Adaptability
  • Project Management
  • Decision Making
  • Cross-functional Coordination

Accomplishments

  • WEX: Nominated for Service Culture award – 2015 and 2017.
  • Led the Team with Client Feedback / Surveys – 2018 – 2023.
  • Created a role within DBI/WEX to solve a problem regarding customer service by location for our clients.
  • ECFC - FCS / HSA certification achieved – July 2017
  • Wells Fargo: Nominated for Service Excellence Award – March ’12, February ’12, and September ’13.
  • Nominated for Service Starts with Me – Quarter 3 and 4, 2011 and Quarter 1, 2012 winner.
  • Service Starts with Me Award winner Quarter 4, 2011 and Yearly Award winner.
  • Shared Success Award 1 in 2011 and 3 in 2012.

Certification

HSA / FSA - ECFC

Timeline

Senior Solution Analyst Liaison

WEX Health Inc.
02.2018 - 01.2024

Solution Analyst

WEX Health Inc.
08.2017 - 02.2018

Benefits Account Specialist Team Lead

Discovery Benefits
08.2015 - 08.2017

Benefits Account Specialist

Discovery Benefits
10.2014 - 08.2015

Customer Service Representative, General Queue Expert

Wells Fargo
01.2010 - 08.2014

Team Leader, Customer Service Representatives

Upstream
12.2007 - 10.2009

Assisted Learning Specialist, Customer Service Representatives

Upstream
06.2007 - 12.2007

Universal Agent, Customer Service Representatives

Upstream
07.2006 - 06.2007

Editorial Agent, Data Entry Keyers

Upstream
04.2006 - 07.2006

Telephone Sales Representative, Customer Service Representatives

Pepsi's America
09.2005 - 01.2006

Supervisor Assist CSR, Customer Service Representatives

Usbank
07.2000 - 05.2005

3 Years of College or a Technical or Vocational School – No Degree - Universal Studies

NDSU

High School Diploma -

Ramstein High School

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Justin Wiedrich