Open To Work
Jeffrey N. Herstein
Minnetonka
Work Preference
Summary
HR and Contact Center Operations leader with a track record of enhancing service delivery and employee engagement. Achieved significant reductions in attrition and operational escalations while improving workforce efficiency through targeted coaching and process improvements. Strong collaboration with cross-functional teams to drive operational success.
Overview
25
25
years of professional experience
Work History
Supervisor, Human Resources Service Center
Xcel Energy
08.2024 - Current
- Lead a team of HR Service Center Contact Center representatives and specialists supporting 11,000+ employees across benefits administration, payroll inquiries, timekeeping, annual enrollment, and HR policy support.
- Manage team performance against SLAs and operational KPIs while fostering accountability and engagement.
- Improved operational KPIs across phone, chat, and case management channels by reducing average speed of answer, hold times, after-call work, and case resolution time.
- Collaborated with benefits, payroll, and training teams to enhance annual enrollment initiatives, optimize processes, and implement cross-training efforts.
- Partner with Benefits, Payroll, and Training teams to support annual enrollment initiatives, process improvements, and cross-training efforts.
- Monitored team performance against SLAs and operational KPIs, promoting accountability and engagement within the team.
Manager, Customer Care
Zenith-American Solutions
03.2022 - 04.2024
- Directed daily operations for a large-scale customer care organization overseeing 19 Team Leads, Senior Advocates, and Senior Representatives.
- Coordinated recruiting and training initiatives to build a skilled customer care team.
- Developed escalation reduction strategies that improved customer satisfaction and lowered complaint volumes.
- Oversaw resolution of 3rd party escalated health and welfare claims, ensuring compliance and timely support for bargaining employees.
- Led recruiting, onboarding, employee coaching, and development initiatives that strengthened engagement and retention.
- Managed recruiting and training for the department.
- Analyzed contact center metrics and collaborated with Claims, Contribution Accounting, and Client Services teams to streamline workflows and reduce unnecessary handoffs.
- Directed recruiting, onboarding, and coaching programs that enhanced employee engagement and improved retention rates.
Contact Center Consultant
Self-Employed
04.2016 - 03.2022
- Consulted with multiple organizations to build and optimize customer contact center operations focused on operational efficiency, workforce management, KPIs, and customer experience.
- Designed KPI dashboards and quality assurance programs to improve operational visibility and performance tracking.
- Developed forecasting, staffing, and scheduling models that improved service-level consistency and cost efficiency.
- Managed software upgrades, vendor selection, system testing, and enterprise-wide training initiatives.
- Created SOPs and oversaw quality and performance management for third-party vendor partners.
Call Center Performance Manager / Business Analyst
JP Morgan Chase
12.2009 - 03.2016
- Developed and maintained KPI reporting models used to support operational decision-making and performance management.
- Oversaw vendor management activities for outsourced call center partners, including quality assurance, training alignment, and performance accountability.
- Managed payroll accuracy, timekeeping, FMLA, leave administration, and attendance processes for more than 10 operational teams.
- Delivered coaching and corrective action plans that improved employee performance, quality metrics, and retention.
- Oversaw IT support operations for 240 agents and supervised 15 Loss Mitigation Specialists.
Manager
McKesson Corporation
08.2007 - 02.2009
- Supervised 18–33 customer service representatives for major pharmaceutical manufacturer account, ensuring high-quality support.
- Achieved service level targets and operational KPIs, enhancing quality and process accuracy.
- Developed a retention initiative that reduced new hire attrition by 65% within employees’ first 90 days.
- Mentored newly promoted supervisors and acted as backup site manager, fostering leadership development.
Customer Service Team Manager
Express Scripts
01.2006 - 07.2007
- Led a team of 18 Patient Care Advocates supporting prescription benefit customers.
- Implemented training, coaching, and quality initiatives that enhanced customer satisfaction and ensured consistent service delivery.
- Authored operational procedures, policy updates, and communication materials to enhance clarity and align operations across teams.
- Managed escalations with customers, clients, and leadership stakeholders to resolve issues and maintain service integrity.
Sales & Customer Service Team Supervisor
Liberty Mutual Insurance
10.2001 - 07.2005
- Led a 20-member sales and customer service team supporting multiple insurance product lines.
- Designed and facilitated training programs that enabled teams to exceed quality metrics and SLA targets.
- Developed employee recognition programs that boosted morale and enhanced team performance.
- Earned multiple awards for excellence in service and contributions to fraud prevention.
Education
Bachelor’s Degree - Business Management
American Management Association
04-1979
Microsoft Office & Database Applications, HR Operations & Workforce Productivity, Sales & Coaching Development, Business Planning & Operational Leadership
High School Diploma -
Minneapolis North High School
Minneapolis, MNSkills
- Human Resources Operations
- Benefits Administration and Annual Enrollment
- Payroll & Timekeeping
- Employee relations
- Benefits administration
- Employee Relations and investigations
- Performance Coaching
- Training & Development
- Accounts management
- Contact Center Leadership
- Escalation Management
- Customer Experience Optimization
- Vendor Management
- Forecasting & Scheduling
- Process Improvement
- Change Management
- Accounts Payables and Receivables
- Collections and Credit Escalations
- Cross-Functional Collaboration
- Process Improvement
Additional Leadership And Community Involvement
- Published contributor in customer service and contact center trade publications
- Member of Minnesota Trade Delegation to Taiwan & Korea
- Former Board Member, Muhammad Ali Parkinson Center
- Chaired corporate United Way and food bank campaigns
Education And Professional Development
- Bachelor’s Degree, Business Management, American Management Association
- Microsoft Office & Database Applications, HR Operations & Workforce Productivity, Sales & Coaching Development, Business Planning & Operational Leadership
Timeline
Supervisor, Human Resources Service Center
Xcel Energy
08.2024 - Current
Manager, Customer Care
Zenith-American Solutions
03.2022 - 04.2024
Contact Center Consultant
Self-Employed
04.2016 - 03.2022
Call Center Performance Manager / Business Analyst
JP Morgan Chase
12.2009 - 03.2016
Manager
McKesson Corporation
08.2007 - 02.2009
Customer Service Team Manager
Express Scripts
01.2006 - 07.2007
Sales & Customer Service Team Supervisor
Liberty Mutual Insurance
10.2001 - 07.2005
Bachelor’s Degree - Business Management
American Management Association
Microsoft Office & Database Applications, HR Operations & Workforce Productivity, Sales & Coaching Development, Business Planning & Operational Leadership
High School Diploma -
Minneapolis North High School