Jeremy W

Experience

• 

  AT&T

  Jun 2008 - Mar 2009

  Representative

  Inbound billing inquiriesUp selling products and servicesProducts and services retention

• 

  T-Mobile

  Mar 2009 - Feb 2012

  Representative

  Inbound billing inquiriesUp selling products and servicesProducts and services retentionIn Crowd participant which signifies top performance nationwide (Front Line Employee)Call Center Top Performer (Front Line Employee)Selected for new hire employee assistanceSelected for POC for leadership when OOO

• 

  Verizon

  Feb 2012 - now

  Trusted HR partner of two Associate Vice Presidents in Finance Operations (5 Sr Directors and 600+ geographically dispersed employees) and onsite HR for the Tulsa, OK hub (800+ employees from different business units). Partnered with Senior Leaders in efforts to attain business objectives through the interpretation, implementation, and reinforcement of HR strategy, policies, procedures, plans, and activities.Highlights/Responsibilities -Modeled credo, code of conduct, and leadership principles to establish credibility at all levels of the client group.-Partnered with Senior Leaders to navigate culture, talent, performance, change, and operational challenges to short-term and long-term resolution through mentoring, feedback and coaching.-Strategically facilitated HR activities related to performance management, compensation, talent management, performance improvement plans (PIPs), corrective action (CA), high-risk confidential projects, etc. to desired outcomes.-Built, maintained, and leveraged relationships with HR COEs such as talent acquisition, talent management, compensation, employee relations, HRIS, and HR Ops to solve client issues.-Managed and mediated all employee relation issues by conducting investigations and partnering with client leaders, employee relations, legal, security, compliance, and HR centers of excellence.-Used COGNOS, PeopleSoft, Workday, QLIK and other systems for reporting and data analysis to derive insights that informed strategic-level decision making.-Integrated for HR suite of offerings into daily interactions to enhance employee experience/well-being, culture, environment, talent, performance, compliance of credo and code of conduct, and more to enable business objective attainment and high employee engagement. Show less Performed complex data analysis, reporting, storytelling, and project management to support executive talent management, which includes but not limited to staffing, succession planning, and talent review efforts of Sr Director and above employees.Highlights/Responsibilities-Given enterprise-level access in COGNOS, PeopleSoft, QLIK, and Workday for reporting and data analysis to derive insights for strategic-level decision making.-Developed executive-level presentations for VP and above talent calibrations, CEO talent reviews, Board of Directors presentations, and AD HOC presentations.-Interfaced with HR executives for confidential AD HOC projects such as organization designs, workforce planning, talent planning, and more to support business decisions.-Assisted with executive talent search to fill key critical roles of VP and above positions.-Built, maintained, and leveraged relationships with HR COEs to deliver on projects-Developed new processes and templates to create efficiencies Show less Responsible for strategic-level program and project management for the Business Government Customer Operations Partner Organization. -Co-lead multiple projects requiring cross-department collaboration-Developed a strong relationship with Learning and Development to create tailored training plans based on business needs-Developed strong relationships with IT partners for coding, routing, and additional needs. -Wrote business requirements and business cases for projects with estimated ROI-Improved project and playbook templates to reduce inefficiencies with project meetings and stakeholder management-Facilitated lessons-learned meetings with peers to provide peer-to-peer development and improve in-house processes Show less Responsible for analyzing executive (Vice President and above) and agency complaints for Consumer Fios, through validating coding and root cause analysis (RCA), to provide insight into complaint drivers, possible broken processes, training gaps, and opportunities to improve customer experience.-Partnered with Senior Manager on strategy creation, goal setting, and project planning to ensure business operations stayed in alignment with the annual plan. -Collaborated across business units and corporate functions through writing root cause analysis (RCA) used for executive-level presentations and decision-making, engaging in employee, customer and system-focused initiatives designed to improve the internal and external experience, and making group-specific recommendations that resulted in organizational design and coursework improvement.-Leveraged data analysis and report creation for executive-level readouts resulting in reducing people-driven escalations and other costs Show less Responsible for driving performance of a Customer Service Partner site of 200+ headcount by quickly establishing a rapport to influence leader behaviors. Specifically worked with Operations Managers and up who had organizations that consisted of 5 to 10 people leaders and 100 plus individual contributors, being mindful of co-employment law.Highlights/Responsibilities -Quickly established relationships with the partner leadership team to persuade, influence, coach, and develop behaviors that attain contractual obligations; in-person and virtually. Consulted by the partner in areas such as selection, succession planning, hierarchy changes, disciplinary actions, ethics and compliance, performance management, recognition, strategy, process creation implementation and improvement, and leadership development.-Balanced daily responsibilities of customer experience management and training observations with managing multiple small projects (field, Director, and site level). Additionally, acted as POC in the absence of the Site Manager to ensure the operational routine was in place.-Leveraged critical evaluation to identify and close gaps in partner and Verizon relationship resulting in fostering relationships with key parts of the Strategic Partnership Channel Organization (quality, operations, go-to channel, learning & development, and reporting) to ideate and implement solutions at the Director level. -Collaborated with partner Training Supervisor/Manager/Director for development purposes and to create processes that included inspection of NEE training completions, CE training completions, virtual training observations, NEE call-taking support.-International travel to provide support during the ramp phase requiring VP approval. Show less People leader of technical support, retention, escalations, and commission-based frontline teams who developed, coached, and managed employee behaviors to attain business objectives and compliance of company standards. Additionally, Business Operations to Associate Director who led up to 10 people leaders and 125+ individual contributors by coaching to leadership behaviors of people leaders that encourage achievement of KPI targets, employee development, resolution of human resource related issues and promoting strong team morale. -Fostered a culture and environment with an open-door policy that met the needs of employees resulting in high morale, team togetherness, inclusion, fun, performance excellence, and accountability.-Completed all leadership and performance management activities including development, coaching, and training new and existing employees to ensure business continuity -Conducted employee investigations and facilitated performance improvement plans and corrective action when applicable by aligning with company standards and HR Business partner-Collaborated within and cross-departments to achieve desirable outcomes on performance and project objectives by partnering with center quality, GTC (product launches), learning and development, operations, center reporting, and talent acquisition (facilitating interviews).-Facilitated weekly development sessions with new and existing people leaders to ensure alignment and demonstration of leader expectations and achievement of administrative and performance management responsibilities -Acted as point of contact for Senior Manager when absent (attended Sr Director staff meeting, presented in town halls, balanced and closed multiple projects, and resolved escalated matters) LEAD-Selected as Career counselor for talent development of frontline employees to prepare for various opportunities within the company in order to develop retain top talent Show less

  • Consultant HRBP

    Oct 2023 - now

  • Sr Analyst Talent Management

    Sept 2022 - Oct 2023

  • Consultant Program/Project Management

    Feb 2022 - Sept 2022

  • Sr Analyst Business Operations

    Oct 2020 - Feb 2022

  • Sr Analyst Cust Svc Vendor Mgt

    Dec 2018 - Oct 2020

  • Supervisor

    Jun 2014 - Dec 2018

  • Representative

    Feb 2012 - May 2014