Jeremie Holmes

Experience

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  Target Financial Services

  Dec 2003 - May 2006

  Supervisor - Workforce Management
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  UnitedHealth Group

  May 2006 - Dec 2007

  Manager - Workforce Management

  Managed Scheduling and Traffic functions for multi-site and business unit organizations. Developed and implemented a scalable Workforce Management support strategy to offer standard and customized resource planning services to new business clients.Managed telephony infrastructure project to migrate five Avaya servers to a single Avaya server and restructure PBX call routing strategy.Rolled out IP agent to all contact centers for both onsite and work-at-home resources and implemented a new quality monitoring tool. Show less

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  Target

  Dec 2007 - now

  Manage an IT Reporting Suite and Data Warehouse Product that enables the CIO and Portfolio VP's the ability to run the Business of IT. A primary focus is to create a tops down view of common IT metrics and provide tools and reports needed to monitor the health of IT. Manage the interactions, goals and milestones for an IT Data multi-year program. Creating a cross-functional roadmap that includes partnering with cross-functional teams to define IT business rules, identify the data, create data relationships, govern the data, building a central warehouse with quality monitors and ultimately visualize information for end consumers. Show less Owned and integrated business processes for IT resource management spanning the disciplines of Resource Optimization, long range strategic planning, estimation, allocations and assignments for a 9,000 global resource organization.Drove a strategic vision for IT Resource Management capabilities and lead process optimization efforts aimed at integrating process, tools and metrics in order to reduce operating expenses and providing a streamlined user experience.Acted as a central point of contact and change agent for Resource processes and partnered with stakeholders, other Business Process Owners and development team to implement changes to integrate and simplify processes and tools. Show less Consulted with IT and business teams on Project, Portfolio Management (PPM) processes and capabilities providing continuous improvement consultation within the realm of project, resource, demand, financial, investment and portfolio management.Managed IT Operations portfolio with over $10M in annual spend. Includes establishing a strategic vision and priorities, building a portfolio roadmap, executing initiatives and balancing priorities with available resources to maximize return on investment (ROI).Implemented an IT Operations Data & Analytics Strategy by integrating data sources into a warehouse, establishing a common reporting tool, implementing processes to govern data, enabling users to access data and providing support tools and resources.Designed & implemented a Project Methodology Selection Tool, partnering with delivery teams to establish a tool to assist project managers in delivery methodology selection, such as Waterfall, Iterative or Agile. The tool guides PMs through the process of determining artifacts best suited for a successful project, ultimately creating a PM plan. Show less Served as a telephony liaison and subject matter expert for technical and operational teams managing relationships to optimize call routing strategies, agent occupancy levels and IVR use, while striving for balanced and exceptional customer service experiences.Managed and mentored Six Sigma and PMO-related initiatives, including these key successful efforts:­ Contact Analysis & Development: Right party contact optimization for collections dialer. Led to an improvement in rate at which Target contacts guests. Achieved without resource increases.­Scheduling Optimization: Analyzed alignment of actual staff to required needs by establishing a scheduling effectiveness model. Result was improved resource occupancy levels and reduced expenses.­Telecom Change Management: Developed a change management process and mentored interns in a project that established a model to evaluate and communicate the success of call routing strategy changes. Show less

  • IT Product Owner / Scrum Master - EPMO - Target Technology Services

    Nov 2014 - now

  • IT Resource Management Business Process Owner - EPMO - Target Technology Services

    Jan 2014 - Nov 2014

  • Project, Portfolio Management Consultant - EPMO - Target Technology Services

    Dec 2010 - Jan 2014

  • Operations Manager - Target Account Services

    Feb 2009 - Dec 2010

  • WFM Consultant/ Project Manager

    Dec 2007 - Feb 2009