LANDON SCHIERHOLZ
St Charles,MO
Summary
Experienced professional with extensive client service experience and strong technical background. Proven ability to leverage analytics tools to identify problems and implement effective, quantifiable solutions. Able to work across teams and lead successful business improvement projects. Utilizes technical expertise, analytical skills, and excellent communication to optimize business processes and drive results for the business and customer.
Overview
9
9
years of professional experience
Work History
Business Analyst / Workforce Planning Analyst
Change Healthcare / Optum
11.2019 - Current
- Designer and administrator of Speech Analytics, Forms, Coaching, and Quality Management Verint modules
- Optimized workflow processes to enhance overall productivity and achieve operational excellence in a high-volume contact center environment
- Utilized speech analytics tools and data analysis to improve customer experiences across multiple teams
- Implemented and lead the automated quality management project; This improved quality and customer satisfaction scores, while generating significant savings through automation
- Lead multiple improvement projects. Key results included increased customer satisfaction scores, reductions in misrouted calls, streamlined business processes, improved customer self-service tools, and reductions in repeat callers across multiple teams
- Served as an administrator of the main Verint software installation, and worked with vendor for implementations, maintenance, and troubleshooting
- Utilized SQL skills to administrate the database, perform troubleshooting, generate custom reports, and implement patches
SERVICE PERFORMANCE ANALYST
Change Healthcare
01.2018 - 10.2019
- Performed and reported quality and process audits
- Conducted extensive technical training sessions for new and existing employees
- Designed educational materials, exercises, and knowledge tests
- Created and maintained documentation of processes and knowledge bases
- Performed coaching sessions to ensure the highest levels of customer service and quality
CLIENT ANALYST
Change Healthcare
06.2016 - 12.2017
- Updated and deployed software and code updates for health insurance print and electronic payments
- Managed multiple clients, utilizing technical skills to research, test, and implement updates on internal and external platforms
- Applied strong customer service and communication skills to manage client relationships, set project goals and timelines, report progress, and educate clients
- Managed one of the company's most critical clients, and was given an award for exemplary performance on the account
- Ensured client satisfaction through strong project management and meeting tight timelines on multiple simultaneous projects
Education
Bachelor of Arts - Interactive Media And Web Design
Lindenwood University
Saint Charles, MO08.2014
Skills
- Extensive knowledge of Verint, including system administration, speech analytics, quality management, reporting, and analytics
- Thorough knowledge of contact center metrics and best practices
- Broad healthcare industry knowledge and experience
- Excellent Communication
- Account management
- Project Management
- Process analysis and improvement skills
- Amazon Web Services setup and reporting
- Quality management
- Data analysis and reporting
- Salesforce
- SQL and database management
- Workforce management
- Lean Six-Sigma
Timeline
Business Analyst / Workforce Planning Analyst
Change Healthcare / Optum
11.2019 - Current
SERVICE PERFORMANCE ANALYST
Change Healthcare
01.2018 - 10.2019
CLIENT ANALYST
Change Healthcare
06.2016 - 12.2017
Bachelor of Arts - Interactive Media And Web Design
Lindenwood University
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