JANE M. EPILONE

kgjdj3@r.postjobfree.com ~ H: 727-***-**** ~ M: 727-***-****

EXPERIENCED CALL CENTER PROFESSIONAL

Passionate ~ Committed ~ Flexible ~ Accountable ~ Ethical

Skilled Senior Leader with more than 15 years of demonstrated success in call center management, including, leading a 285 member, multi state, customer care and service operation as well as a rapid growth outbound telemarketing center with 200 associates. Hands on expertise in all functional areas necessary for success, including; customer service management, quality management, process design, continuous improvement initiatives, HR Management, and IVR/ACD Call Flow design and implementation as well as workforce management applications. Utilizes a unique combination of business acumen, unsurpassed people skills, high work standards and technology proficiency to achieve measurable and sustainable results.

CORE COMPETENCIES

~ Performance Management ~ Reporting Analysis ~ Call Flow Optimization

~ Process Optimization ~ Quality Enhancement ~ Training

~ Conflict Resolution ~ Change Management ~ Schedule Adherence

PROFESSIONAL EXPERIENCE

Reach Out Technologies, LLC, Clearwater, Florida 2008-2009

VP, Operations

Collaborated with senior leadership to develop and launch a start up call center. Went from ZERO to 150 associates in the first 12 months.

Accomplished strategic and tactical operations success with full accountability for value driven results for the development and implementation of facilities selection & design, staffing models & recruitment, associate & management training, quality management process, customer service practices and P&L for the center.

Key Achievements:

 Led all tactical operations to go from $0 to $15.6M revenue ($1.9M NET INCOME) in first year of operation

 Recruited and directed 30 person operational management staff including, Managers, Supervisors, Quality Specialists, Workforce/Application Analysts, and IT Support Staff

 Led recruitment and retention of 200 FTE telemarketing associates enabling rapid revenue growth

 Coached, motivated and developed operational management staff in a constantly changing environment

 Created and oversaw implementation of process and success measurements for functional areas including:

o Schedule adherence, associate production, quality, IT applications (ACD, workforce management, predictive dialer, etc), performance management and training

 Successfully managed relationships with key vendors including HR outsource partner, supplemental staffing agencies, building management and facility support vendors

 Cascaded the company’s strategy & corresponding KPI’s throughout the operational environment

 Recommended and rolled out rewards/recognition and coaching/corrective practices to ensure that all personnel were effectively aligned with company goals

 Communicated daily with ALL client operational contacts with front line responsibility for customer satisfaction

 Effectively set operational priorities and directed management and staff resources to enable successful attainment of operational goals and budgets.

MCI/ Verizon Business, Saint Petersburg, Florida 2005 – 2007

Group Manager, PMO

Resourcefully managed newly created blended internal/outsourced inbound and outbound call center for Danka Office Imaging.

Skillfully led change management and operational activities necessary to successfully implement blended outsourced call center environment for functional areas including, HR policies, 3rd party vendor management, process integration, blended call flows, technology integration, newly contracted SLA adherence, quality management and client management for both inbound and outbound services.

Key Achievements:

 Successfully led operation for 7x24x365 call center that supported Danka technical field services, sales and customer care in a multi vendor environment resulting in decreased operational expense

 Created and executed new reporting methodology that consolidated SLA and quality data from multiple centers/vendors to enable enterprise as well as disparate operating unit performance visibility driving performance enhancement

 Held accountability for internal as well as external center performance based on contracted SLA’s

 Consistently exceeded all contract service levels resulting in increased revenue for MCI/VZB

 Analyzed data trends and developed appropriate action to maximize best performing & most cost effective operational units

Danka Office Imaging, Saint Petersburg, Florida 1999 - 2005

Director, Operations

Led 285 member, multi-state inbound and outbound sales and customer service organization for National electronic imaging supplier.

Accountable for all operational management for call center handling inbound and outbound calls for field service, sales and customer care. Led management team responsible for day to day operations in functional areas including, workforce management, quality assurance, training, technology applications and telephony support (including MACD’s), IVR and call flow design, business support, and associate performance.

Key Achievements:

 Planned and executed the consolidation of 3 geographically disparate call centers into a single streamlined operation resulting in an annual cost savings in excess of $5 Million.

 Directed the planning for and successful attainment of ISO 9001:2000 certification resulting in elevated presence for Danka in the marketplace

 Oversaw and monitored maintenance of corrective and preventative actions necessary to maintain ISO certification leading to continuous improvement in the organization

 Led 250 person staff through successful transition and transformation of inbound and outbound activities into a blended outsourced environment within 90 days from contract signing with NO attrition

 Created and successfully rolled out new technology training program for US Field Service Engineers resulting in streamlined operations and customer satisfaction increase of nearly %30

 Accountable for monthly P & L for Contact Center and Supply Departments

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