Bobby Hester

Experience

• 

  ACS

  Jan 2000 - Apr 2003

  Help Desk Supervisor

  -Redesigned 24/7 work schedule from phone metric data resulting in an increase of 20% coverage while reducing cost by 15% (~$200) a week-Researched billable reports identifying 10K a month overcharge to our cost center-Managed 30+ direct reports-Account Liaison for regional restaurant chain consisting of over 250 locations

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  AOL-Time Warner

  Jan 2000 - Jan 2001

  Local Experts Team Manager

  -Managed all facets of a national team -Supervised both on-site and remote technicians and customer support staff-Handled business client and customer escalations-Worked with conceptions team to generate innovations and cost reduction strategies

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  WordTechs Press

  Jan 2002 - now

  Technical Manager

  -Manage all aspects of technical design and material distribution teams-Locate print and digital resources for all manuscripts for the purpose of sale-Create Excel forms for sales recording and royalty disbursement

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  Capital One

  Aug 2003 - now

  Senior System Coordinator, Capital One Auto Finance, Incentive Design and Reporting (Plano, TX)-Work with HR department to streamline processes and data management in relation to payroll and W2 generation-Automated the incentive process for ~2K associates resulting in a reduction of 180 man hours (~75% workload reduction), delivered three months ahead of schedule -Analyzed current incentive plans of nine teams to ensure the correct behaviors were targeted and rewarded-Developed Incentive plans for multiple teams using business owner meetings and side-by-side business review-Created the training manuals that were used to instruct unit managers in the use of the new associate incentive system (ICM). This manual is still in place and is the default document for the system usage -Compiled incentives for transfer to payroll Show less

  • Platform Engineer Sales Force Certified Admin Power-Up Tech

    Jun 2018 - now

  • HR Associate, Sales Force Certified Admin HR Ops

    Jul 2014 - Jun 2018

  • Principal Systems Coordinator, Ops Customer Service & Payroll

    Jan 2010 - Jun 2014

  • Incentive Analyst

    Nov 2003 - Jan 2010

  • Dealer Services Manager

    Aug 2003 - Apr 2006