jgivens@gmail.com 402-689-6449

Highlights

• 15+ years of coaching and managing diverse teams, which includes coaching to metrics such as quality, handle time, and productivity.
• 5+ years managing projects related to department blue chips (testing, implementing, monitoring, communicating, communicating with peers and management, assessing outcomes, rapid problem solving, etc.)
• DDI Facilitator Certified and have facilitated numerous courses.
  • Creating an Inclusive Environment, Driving Change, Your Leadership Journey, Engaging and Retaining Talent, Taking the HEAT, Influence Your Career, and EQ: Mastering Self
• TLC (the Learning Collaborative) board member
  • Event planning such as the monthly Department Showcase Events and a yearly Learning Symposium
• Former ELN and MAPA board member, Social Program Coordinator
• Associate Corporate Development Program Mentor
• Cultivating Leaders Cohort Completion 2025

 

Experience

Mutual of Omaha, Omaha, Nebraska

Group Claims Team Lead, Business Interns                                      January 2023- Present

Life Operations Supervisor     October 2017-January 2023

DSC Sales and Development Supervisor                                     April 2016-October 2017

• Coaching and developing a team of Short-Term Disability Claims Interns and a Claims Lead Specialist
• Perform quality monitoring on claims, including closing the loop when needed to improve customer experience.
• Partner with universities, local and out of state, to recruit top talent for our intern program.
• Manage various projects within Workplace Solutions (planning, communicating with managers and peers, piloting/testing and assessing outcomes)
• Responsible for resume mining and interviewing all potential interns.
• Monitoring and tracking team’s progress, setting daily and weekly goals with each person.
• Take accountability for measuring success of daily metrics, provide countermeasures when we fail to meet the goal.

Loft, Omaha, Nebraska

Part time Retail Associate                                                              October 2019-January 2021                                                       

• Explain the benefits of our credit card to open accounts.
• Work with our brand partners in the area to locate specific items for customers.

Soma/Black House White Market, Omaha, Nebraska                      

Part Time Sales Lead                                                                          October 2018-October 2019

• Provide stellar customer service to each customer in the store.
• Ensure retail associates are following our selling model to meet their sales goals.
• Building relationships with our customer base

 

Convergys, Omaha, Nebraska         Oct 2012-Feb 2016

Client Services Manager      

Core Trainer

Sales Supervisor           

• Manage client relationships (work through contract objectives, measure successes and opportunities to ensure contracts are met)
• Worked with contract vendors to assure their expectations are met by the business; develop plans and rapid problem solve when we fell short.
• Managing all projects within our division and reporting results back to the vendor.
• Develop training materials and coordinate additional resources as needed.
• Coaching and developing a team of insurance service representatives
• Work as a liaison between HR/Recruiting teams to develop goals and plans for success.

Education

Bellevue University                                                Graduation

Masters of Management (Human Resources Concentration)                       2025

Human resources management (Bachelors of Science)                                  2023

University of Phoenix- Associates of Arts-Business Foundations                          2013

DDI Facilitation Certification                    2020   

• Business Impact Leadership Certification                                                           2025

Computer Skills

MS Office.   LMS.  Tableau.  Amazon Connect.   Calabrio.  Kibana. Citrix.  Peoplesoft. IEX.  Verint. Salesforce.  Fineos.