Health Spot Work Values

Daily Duties at Health Spot:

¬ Specifically chosen to quickly implement change management and help company and help desk prepare for quick scalability by introducing processes and procedures ¬ Significantly decreased handle time and escalations outside of the Tier 1 Help Desk ¬ Responsible for generating and compiling executive and external daily reports including Tableau reporting software ¬ Recognized as a Key Peer Leader and designated resource in SVP of Operations Absence ¬ Originally tasked with preparing Help Desk to be outsourced. Key Project Achievements ¬ Processed 2 Years of Help Desk metrics and reported on findings to executive staff which resulted in: o Defining software limitations and other areas to improve the end product which reduced support tickets by over 50% o Used findings to influence executive level on how to grow both Help Desk and Customer Service internally saving $500k in outsourcing investment o Identified new KPI’s in a newly emerging market o Agent of Change implementing processes; procedures and tools to increase efficiency and quality of support as well as scalability decreasing handle time by 40% o Created companywide escalation procedures in the event of Priority 1 technical issues o Created and Implemented Executive Reporting Mechanism on company’s daily metrics ¬ Selected by executive management to project lead a director level group of individuals to resolve chronic “critical issues” identified with hardware and software crucial to scalability ¬ Launched a “Customer Service” team to handle end user inquiries and or billing questions/issues in addition to Help Desk Responsibilities

What they like about Health Spot:

You give high priority to hiring firms with prestige. Market reputation and prestige of a firm may be determined through on-line research, and conversations with individuals working in your target industry. Note that firms "in the public eye" receive a great deal more critical publicity and attention than those operating with more anonymity. So as you assess your employment opportunities, be sure to seek out the positive aspects of the firm's reputation in addition to noting negative publicity the company may have received.

Tags

Forecasting, Help Desk, Management, Software, Apple MacIntosh Operating System, Automation, Project Management, Call Center, Leadership, Outsourcing

Skills

Call Center, Help Desk, Leadership, Outsourcing, Project Management, Process Improvement, Business Analysis, Employee Development, Leadership, Change Management

These are some of the questions we asked our climbers about their experiences with Health Spot: