Sales Customer Service

Joann Jagla

**** ***** ******, ******* *******, Illinois 60008

847-***-**** cellular

Email: ******@*********.***

Business Leadership Profile

Highly motivated, enthusiastic individual with a passion for delivering a great customer and associate

experience. Results-driven professional who has managed in a high-volume revenue generating Call

Center. Able to work under pressure in a fast-paced, time sensitive environment. Experienced in

analyzing and streamlining processes to increase productivity, quality and efficiency. Proven track

record of leading teams and implementing change that makes an immediate impact on performance

and has a positive effect on the customer experience and business results.

Key Competencies:

Excellent Analytical Skills

Results-oriented Self-Starter

Team Player

Effective Interpersonal Communication

Decisive Decision Maker

Strong Motivator

Inspirational Leadership Qualities

Complex Problem Solver

PROFESSIONAL EXPERIENCE

Bank of America (Legacy LaSalle Bank) 2003 - 2008

Unit Manager, Customer Service, Vice President

Responsible for the successful operation of a multi-site revenue generating Call Center with over 250

associates. Responsible for the associate development and performance management of supervisory

staff. Managed the E commerce department, including all e-mail correspondence and chat.

Responsibilities of the multi-site environment included managing the Retail Help Desk which provided

technical and procedural support to Branches in Illinois and Michigan.

Improved overall customer service rating by 25% as measured through post-episodic

customer interviews by improving contact handling procedures and scripting.

Increased referrals to sales department by 65% by focusing in on behaviors and supervisory

coaching improvement.

Created an improved monitoring form that focused on associate behaviors which led to an

increase in customer satisfaction measured by surveys and customer compliments.

Increased supervisor coaching time from 10% to 50% by developing a daily action plan and

coaching log.

Awarded the Deposit Contact Center Award of Excellence for outstanding performance.

SBC/Ameritech 1979 to 2000

General Manager, Call Center 1999 to 2000

Responsible for the ground up development of call center with 200 employees. Responsible for talent

acquisition for center, including management team. Managed all facets of customer care projects to

ensure deliverables were met within budget and schedule. Responsible for financial budget and

ensured spending was within budgetary guidelines. Maintained and exceeded highest level of

customer satisfaction.

Provided leadership and management to employees to achieve overall employee satisfaction

resulting in team ranking number 1 in employee satisfaction.

Joann Jagla

Ameritech, continued

Director of Channel Management 1998 to

1999

Supervised a team of six Sales Support Managers who supported the coaching, development and

training efforts for sales and service support for Account Executive and Call Center channels.

Responsible for preparing and delivering all reference material, handbooks, training and

quality assurance procedures.

Sales Support Manager 1995 to 1998

Responsible for development and implementation of sales tools for Account Executives that increased

productivity and improved sales. Coached Account Executives and Franchise Managers on proper

execution of sales process to drive sales and service results. Assured Account Executives and

Franchise Managers were consistent in implementation of marketing plans. Facilitated training for

assigned region.

Evaluated overall effectiveness of 8 Franchise Areas for Illinois in all facets of business, sales,

service, employee and customer satisfaction.

Supported General Manager in communicating goals and measuring performance.

Recipient of 1997 Leader’s Council Award for outstanding performance.

Franchise Manager 1994 to 1995

Responsible for sales, collection, installation and repairs of pay phones in Northern Illinois.

Developed the strategic and financial plan with a budget of $1.4 million. Met organizational goals

while focusing in on customer and employee satisfaction.

Developed and trained sales techniques to sales personnel to achieve all targets.

Created a competitive, innovative business plan that focused on growth opportunities.

Exceeded and maintained service and sales goals for area.

Recipient of 1995 President’s Club Award for outstanding performance.

EDUCATION AND SPECIALIZED TRAINING

Candidate for AAS in Management, William Rainey Harper College

Certified Master Ulysses Coach Organizational Effectiveness

Marketing for Managers Finance and Accounting for Managers

Managing Quality Improvement Effective Time Management

Situational Leadership Giving Constructive Feedback

COMPUTER SKILLS

Proficient in the Microsoft Office Suite, Lotus Notes and CCPulse Call Center Monitoring Application

PROFESSIONAL MEMBERSHIPS AND ORGANIZATIONAL AFFLILIATIONS

Member of International Customer Management Institute

Key Volunteer for United States Marine Corp, Battalion 2/24, Waukegan, IL

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