• Project Management • Account Management

• Division Leader • Offshore Management

• Accounts Receivable/Payable • Strong Communication

• Stakeholder Engagement • Workflow Efficiencies

• Problem Solving • Trainer/Mentor

• Customer Service • Public Speaker

• Budgeting • Scheduling

• Employee

Onboarding/Offboarding

• Facilities/Office

Management

• Microsoft Excel

• Microsoft Word

• Microsoft Outlook

• Microsoft PowerPoint

• Adobe Acrobat

• UltiPro

• HTML

• DayForce

• Nitro

• Microstrategies

• Orchestrated the efficient management of a large team.

• Oversaw inbound calls from agents and policy owners.

• Demonstrated leadership in a demanding environment.

• Handled daily average of 1100 calls.

• Delivered insightful reports to management.

• Point person for resolving escalated calls.

• Fostered team growth by providing mentorship,

conducting performance reviews, and adeptly

addressing discipline matters.

JoAnna Rodden

Program Manager Office Manager Sr. Account Manager HS Diploma

Wills Point High School

Wills Point, TX

May 1981

• Developed and managed department of

representatives handling agents’ inbound calls.

• Worked with team to obtain status of all new

business, commissions and licensing questions.

• Handled 3,000+ weekly inbound calls.

• Managed new business representatives; processing 1,200-1,500 mortgage applications per month.

• Team leader for domestic and international new

business statistics.

• Introduced new agencies/agents to company products.

• Travelled providing demos to new agents.

• Managed and worked to budget for 2 departments.

• Marketing oversight for expense reporting, product spec kits, and onboarding of new agents.

EXPERIENCE

SOFTWARE SKILLS

Experienced program manager with a proven track record in leading and delivering complex projects. Skilled in strategic planning, budget management, and cross-functional team collaboration. Strong background in stakeholder engagement and effective communication. Expert in utilizing project management tools for successful program execution.

214-***-****

ad34ji@r.postjobfree.com

www.linkedin.com/in/joannarodden/

HARD SKILLS

Program Manager Magnit Global

Formerly: Pro Unlimited, Workforce Logiq, ZeroChaos, Checkpast Dallas, TX Jan 2006 – Jan 2024

• Oversaw and directly managed multiple teams of account managers, criminal researchers, and verification specialists.

• Monitored client average turnaround times and addressed any delays for faster resolution.

• Managed drug program with vendors to ensure

compliance with customer needs, new account set ups, as well as managed two drug test collection facilities in Ohio.

• Attended regular industry webinars for process and compliance changes. Updated team and processes as

necessary to ensure compliance in all production areas.

• Trained and mentored program team, account managers, drug testing technicians, customer service representatives, and offshore managers and processers.

• Collaborated with I.T. on all system enhancements and led the testing initiatives to work out any lingering issues.

• Moderated account managers in delivering quarterly business reviews with clients.

• Guided account managers through the weekly aging reports and ensured timely collection of money owed.

• Acted as liaison between clients, operations and screening team to foster customer care and retention.

• Responsible for interviewing, hiring and on-boarding new employees as well as training.

• Manage implementation and integration of new accounts, products and services.

Mesquite, TX

PBSA Advanced Certification

Renewed 2023

EDUCATION

CERTIFICATION

BACKGROUND

Call Center Manager Life of the Southwest

Dallas, TX Jan 2005 – Jan 2006

Sr. Manager Agent Call Center Americo

Sr. Manager Mortgage Processing

Formerly: Great Southern Life

Dallas, TX Jan 1986 – Jan 2005

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