Jacob Schmidt
Kinston
Summary
Ops Sr Section Manager experienced in establishing and enhancing production initiatives to achieve performance objectives. Well-versed in establishing work priorities to support personnel duties and tasks to promote quality service. Monitors cost-effectiveness and develops countermeasures and process improvement activities to train workers and enhance productivity.
Overview
13
13
years of professional experience
Work History
Quality Lead
KeyBank
07.2024 - Current
- Reduced customer complaints by identifying areas for improvement and initiating corrective actions.
- Collaborated with cross-functional teams to address root causes of quality issues, resulting in improved processes and products.
- Worked extensively on Contact Center voice migration to UJET and continued work on releases
Ops. Sr. Section Manager - Fraud Client Service Center
KeyBank
10.2021 - 07.2024
- Established new department policies, training, and system requirements, while continuously evaluating software to ensure it meets business standards
- Leveraging product, legal, compliance and other LOB to resolve complex escalations and department initiatives
- Leading new dispute system efforts (Quavo) for front end users- including writing business analysts, business use cases, identifying access requirements, creating procedures, creating end to end training, and deployment
- Worked closely with QAS and Technology to develop acceptance criteria, testing requirements, and provided functional testing for ongoing Quavo and Quest dispute migrations
- Led hiring, equipment requirements, training schedule, engagement, onboarding, and coaching & development during department creation
- Improved team efficiency by streamlining processes and implementing effective communications strategies to leverage improved business results, which resulted in my team ranking 1st amongst peers in 2023
Consumer Contact Center Team Leader
KeyBank
02.2020 - 10.2021
- Successfully drove business value, on an underperforming team, ranked 36th out of 38 and increased team ranking to 22nd out of 84 in 2020
- Transitioned the team over to a new Team Leader, in the first quarter of 2021, ending with the team being ranked 8th
- Lead test pilot team, of customer service representatives out of Utah
- This included building engagement plans based on hire date, interviewing, and identifying system errors due to time zone difference
- Developed multiple system and procedure trainings to better the development of new and established employees.
Consumer Contact Center Coach
KeyBank
08.2019 - 02.2020
- Weekend closing Coach
- Top Coach in escalations resolved
- Managed SharePoint escalation and coaching reminders.
Interim Coach Role
KeyBank
10.2018 - 08.2019
- Top Coach in escalations resolved
- Boosted teammate confidence through personalized training sessions and continuous feedback.
- Designed and managed a Senior Specialist training.
Consumer Contact Center Service Representative
First Niagara Bank/KeyBank
05.2016 - 10.2018
- Top Consumer Service Representative 1st, 2nd, and 3rd quarter of 2018
- Navigated through the merger of First Niagara Bank and KeyBank identifying process deficiencies within Mortgage servicing as KeyBank took over Mortgage servicing.
Candle Maker
Candle Nook Café
11.2015 - 05.2016
- Inventory control
- Fulfilled custom candle orders
- Create new scents and candle designs for specialty candles.
Clerk
KwikFill
02.2015 - 05.2016
- Responsible for all transactions for the duration of shift, including lottery tickets, card sales, cash drops, and nightly audit paperwork
- Passed sting operations such as the BARS program.
Shift Manager
Wendy's
06.2012 - 06.2014
- Responsible for up to 10 crew members at any given time
- Identifying store deficits and designing/executing plans for resolution
- Management duties, hiring, training, employee evaluations, daily duties assignments
- Completed ServSafe certification.
Education
Associates - General Studies
Erie County Community College
05.2016
Associate of Applied Science - Business Administration
Erie County Community College
01.2016
Skills
- 2022 Chairman Award Nomination- Enterprise Fraud Services and Technology Debit Card Disputes Replacement Project
- Hackathon 2021 Participant
- Received EVE (Ease, Value, and Expertise) Award: 02/2019, 06/2020, 11/2020, 04/2021
- 2021 Q2 Gold Winner
- Received Workforce Management Award in March 2020, for mobile work station deployment
- Credit Card Team Leader for 10 branch employees displaced due to Covid-19
Timeline
Quality Lead
KeyBank
07.2024 - Current
Ops. Sr. Section Manager - Fraud Client Service Center
KeyBank
10.2021 - 07.2024
Consumer Contact Center Team Leader
KeyBank
02.2020 - 10.2021
Consumer Contact Center Coach
KeyBank
08.2019 - 02.2020
Interim Coach Role
KeyBank
10.2018 - 08.2019
Consumer Contact Center Service Representative
First Niagara Bank/KeyBank
05.2016 - 10.2018
Candle Maker
Candle Nook Café
11.2015 - 05.2016
Clerk
KwikFill
02.2015 - 05.2016
Shift Manager
Wendy's
06.2012 - 06.2014
Associate of Applied Science - Business Administration
Erie County Community College
Associates - General Studies
Erie County Community College
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