OPERATIONS & WORKFORCE MANAGEMENT

Customer Relations Operations Support Quality Control

Customer-focused leader with more than 16 years of experience in staff management, operations and service improvements.

Strong communicator with demonstrated ability in working inter-departmentally and with outside third parties to advance company brand and goals.

Proven mentor, trainer and director of staff in numerous work settings and repeatedly recognized for my ability to create a positive work environment for all while leading by example.

Established track record in adapting skills and knowledge to various settings, successfully adapting military and civilian training to each role I have fulfilled.

Operations & Logistics

Customer Service

Strategic Networking

Training & Mentoring

Marketing & Promotions

Process Improvements

Forecasting & Analysis

Budgeting & Cost Control

Problem Analysis & Resolution

PROFESSIONAL EXPERIENCE

STOP LLC, Houston, TX 2011-2014

Executive Director, Product Support

Manage a team of over 40 employees responsible for handling customer inquiries and quality assurance for GPS monitoring systems. Work closely with customers, sales managers and account managers to provide a high quality service for the entire lifetime of the account. Introduced successful new training program to improve team’s soft skills and product knowledge.

Budget Management: Created and managed the budget for the acquisition of new equipment to improve response time and customer experience.

Process Improvements: Instituted new procedures that improved quality scores and service statistics despite reduced staffing.

Staff Management: Created a positive work environment that limited staff turnover to less than 3% over two years.

Software Development: Instrumental in the creation and development of software that was crucial to the improvement of monitoring services and customer service as well as improving response time.

iCORE NETWORKS, McLean, VA 2009-2011

Director of Quality Assurance & Call Centers

Directed a team of 3 managers and 18 agents to oversee quality assurance in all aspects of the company. Responsible for effectively communicating with customers on issues of implementation, sales and support. Worked with other departments to develop ways to improve efficiency and provide a better customer experience. Conducted daily meetings with staff to cover call monitoring, open tickets, call volume and customer service quality.

Staff Management: Oversaw and supervised various staff members, always holding them to a high standard while establishing a positive work environment to allow them to improve and grow within their positions.

Quality Control: Improved call center quality by 60% through implementation of new standard procedures which reduced resolution time of trouble tickets from an average of 1 week to 12 hours.

Process Improvements: Increased use of third party call centers for technical support, network operations and account management to improve customer experience and better allocate available resources.

US ARMY NATIONAL GUARD, Washington, DC & Iraq 2009-2011

Operations Non-Commissioned Officer in Charge

Activated into the 547th Transportation Company of the Army National Guard for deployment to Iraq. Served as a weapons specialist and trainer while in Washington, DC and when deployed to Iraq. Responsible for facilitating all training and logistics for the Company prior to deployment. Developed missions and tracked all of the Company’s movements for the duration of their deployment in order to provide the Army with the relevant data and metrics for 145 soldiers.

Leadership: Led multiple operations in the command center and in the field with 100% success rate.

Operations Management: Coordinated Company’s actions in the field with superiors in DC, adjusting missions and logistics as needed to fulfill objectives. Worked closely with both British and American State departments on missions requiring joint task cooperation and was 100% successful.

Jamie Bennett Resume, Page 2

HUGHES NETWORK SYSTEMS, Germantown, MD 2008

Call Center Supervisor

Responsible for managing operations of a technical call center of 180 agents. Provided 90 day call forecasts to assist management with staffing needs and developed quarterly budget analysis for better budget management. Worked with staff from various departments to improve quality control and customer service across the service process.

Process Improvement: Worked directly with knowledge base staff and trainers to increase efficiency in call handle times and improve troubleshooting process.

Peer Leadership: Provided managerial leadership to peers and call center agents to improve communication and efficiency between call center staff and management.

ESI INTERNATIONAL, Arlington, VA 2007

Director of Call Center Operations

Managed the daily operations of a 30 person call center for a project management training and consultancy firm. Initiated and led the purchasing of new technology and equipment to increase staff efficiency and productivity. Worked directly with the Marketing Department to ensure all promotions and marketing materials met company objectives and were well understood by support staff.

Process Improvement: Increased productivity of call center by 30% by implementing process changes developed through analysis of existing data.

Leadership: Repeatedly recognized by management and peers for my strong positive leadership and ability to lead by example.

MARINE BARRACKS OPERATIONS, Washington, DC 2006-2007

Assistant Operations Manager

Managed operations of the Marine Barracks, including preparing all ceremonial performances and duties for Marines stationed at the post. Served as the Marine Corps representative to Arlington National Ceremony to coordinate all funerals for the Marine Corps performed there.

Operations Planning: Developed a Critical Infrastructure Protection plan to effectively improve the readiness of battalion as well as assisted with creation of a forced protection policy in preparation of possible natural disasters or terrorism attacks on Marine barracks.

Process Development & Training: Contributed to drill manual that integrated hundreds of individual and company-level maneuvers for battalion-wide training.

UNITED STATES MARINE DRUM AND BUGLE CORPS, Washington, DC 1997-2006

Public Affairs Representative & Operations Manager

Worked in various capacities for the US Marine Drum and Bugle Corps as needed. Oversaw and contributed to the training of Marines in public speaking and question answering protocol for public events. Coordinated with USMC headquarters and the public affairs staff of the Commandant’s office on all media coverage. Developed and implemented a new database to minimize paperwork and improve operational efficiency.

Public Outreach: Created an entertainment program to educate the public on facts and responsibilities of the US Marine Corps which ultimately performed for thousands of spectators throughout the country.

Media Relations: Set up media interviews for Marine Corps staff as well as personally gave dozens of interviews for various media outlets and drafted articles for both internal publications.

Operations & Logistical Management : Planned and managed the travel, accommodation and budgeting for a group of 150 Marines who performed over 600 events throughout the world.

SOFTWARE SKILLS

Microsoft Office • Avaya • Verint • Blue Pumpkin • SalesForce • SalesLogix • VDI

EDUCATION

Master of Business Administration

American Military University (2016)

Bachelor of Arts (Music Education)

Pennsylvania State University

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