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Executive leader in call center operations and customer care.

Location:
Phoenix, Arizona, United States
Posted:
November 22, 2018

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Resume:

JERRY M. ELLIS

512-***-****

ac7rqg@r.postjobfree.com

www.linkedin.com/in/jerryellis1/

EXECUTIVE SUMMARY

Senior Operations and Call Center Executive with global business experience across multiple verticals. Open to opportunities that I can apply my vision, skills and experiences with a company seeking growth and continual improvement. With a servant leadership mentality, I possess strong communication and collaborative skills. I am a highly organized problem solver with the ability to quickly analyze and tactically execute. My experience includes mergers and acquisitions. Work history successes include increasing client/employee satisfaction, improving customer loyalty, revenue growth, outsourcing, cost reduction and fostering a positive and empowering culture.

SPECIALTIES

Continual improvement driver, P&L and key performance / revenue target attainment, problem solving, cost saving, employee development, project management, strategic planning and lean transformation.

CAREER SUMMARY

1/16-current: Omni Hotels and Resorts, Omaha, NE.

General Manager, Reservation Center(s) / Customer Care Operations

•Increased reservation conversions year over year versus 2015 booking > $267,000,000 in annual revenue.

•Delivered favorable P&L in 2016, 2017 and 2018 YTD.

•Employee satisfaction improved year over year as measured by independent internal survey results. Up from 3.3 to 3.5 in 2018.

•Employee attrition went from 75% in 2015 to 45% in 2017 with DAILY emphasis on engagement and building our culture.

•Service levels, abandons and occupancy significantly improved and stabilized from 2015 through better workforce practices and call routing group restructure.

•#1 in JD Power 2018 Reservation Index among upper upscale hotels.

2/15-10/15: CUSTOMERLINK (A ClearResult Company), Duluth, MN.

Senior Director / General Manager of Operations

•Directed two domestic inbound / outbound call centers into positive EBIDTA for three consecutive months (June-August) after more than 18 months of negative EBITDA.

•Improved employee retention and reverse 2014 and early 2015 attrition rate trending 14% improvement YTD.

•Key leader responsible for integrating recent company acquisition.

5/04-2/15: COMMEMORATIVE BRANDS, INC., AUSTIN, TEXAS

Vice President, Customer Care / Inside sales Operations

•Reduced domestic / international call center operations cost by 40% or approximately $3 million dollars with build-out and launch of new near-shore call center, lean initiatives, technology and targeted cross-training and process improvement initiatives.

•Built near-shore owned call center saving 60% in labor costs.

•Introduced automated order status, phone blasts, call recording, screen capture and VOIP phone system into contact centers. Launched initial social media strategy.

•Leading role in bid proposals and field sales efforts securing key industry wins. Strategic role in large-scale company acquisition.

8/00-5/04 APAC CUSTOMER SERVICES, INC., WATERLOO, IOWA

Site Director, Inbound/Outbound Center

•Increased gross profit margins 7% (14% to 21%) annually through 2003 in 400 seat contact center by decreasing operating costs and increasing billable revenue hours on an annual $20m revenue plan for a 525 employee inbound/outbound sales and service center supporting four dynamic clients.

•Received top client satisfaction ratings in 2003 as measured by quarterly client survey results.

•Increased staffing efficiencies > 6% points in 2001 while meeting client service level agreement and internal goals.

•Raised customer loyalty scores for Nevada based hospitality client over 1% increasing client revenue as measured by room and special event bookings.

•Grew outbound profitability $60,000 with existing clients in 2003 with tactical training and revised hourly goal incentives.

5/99-8/00 MCI WORLDCOM, CEDAR RAPIDS, IOWA

Call Center Manager, Operator Services Division

•Directed and supported outsourced 300-employee directory assistance/operator assistance call center and workforce management team to meet and exceed quality, productivity and employee relations goals.

•Achieved significant reduction in attrition by increasing employee recognition and engagement through contests, tactical training and quality blitzes.

3/97-5/99 FLEET FINANCIAL SERVICES, UTICA, NEW YORK

Vice President / General Manager, Telephone Banking Division

•Lead a 700 peak employee service/sales contact center that created and implemented loan retention efforts saving 1,260 accounts with revenue > $41 million dollars.

•Introduced and launched an inbound sales team that outperformed established corporate sales team.

•Participated in the implementation of a new Aspect phone Switch.

•Launched flex program (VTO) saving 2,000 payroll hours monthly.

3/95-3/97 APAC, CEDAR RAPIDS, IOWA

Center Operations Manager, Service and Solutions Division

•Lead contact center operations > 500 seats at 3 regional APAC sites increased billable hours >5% and top 3 in client satisfaction among 60 sites in 1996.

8/88-3/95 MCI CONSUMER MARKETS, CEDAR RAPIDS, IOWA

Inbound Sales and Service Manager

•Manager on 1991 nationally recognized #1 performing Sales/Service management team.

EDUCATION

1987 THE UNIVERSITY OF IOWA, IOWA CITY, IOWA

BGS Degree-Business Emphasis



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