**** ***** ****

Land O Lakes, FL *****

813-***-**** Home

813-***-**** Mobile

acxo8s@r.postjobfree.com

** *******

To Whom It May Concern,

I would like to take a moment to introduce myself. I am Robert Jette, a tenured BPO leader with 21+ years of strong senior leadership, solid global business acumen and a history of delivering value, innovation and results through the application of analytics, quality management tools, business intelligence, change management and process improvement methodology. My resume follows and highlights some of the positives of my career in the hope you will grant me 14 minutes of your time. In that fourteen minutes I am confident that it will lead to further discussion.

My resume not withstanding I feel I can best express my singular acumen as it pertains to your posted opportunity during a telephone interview. Again 14 minutes of your time is all I am requesting. Please let me know when it would be a convenient time for you to schedule our call.

Warm regards,

Robert Jette

7539 Berna Lane

Land O Lakes, FL 34637

813-***-**** Home

813-***-**** Mobile

acxo8s@r.postjobfree.com

ROBERT JETTE

SKILLS & ABILITIES

Tenured leader and management professional of engagement centric, client delivery focused operations of/ for organizations/ businesses engaged in customer facing sales and reliant on client interaction management.

Six Sigma Lean and Six Sigma Black Belt competent. Project Management professional with successful experience leading several simultaneous ongoing multi-level projects.

Extensive industry domain diversity with a solid depth and breadth of experience in managing the ARM, and/or Outbound & Inbound businesses for organizations in the Healthcare, Financial, Telecom, Hotel & Travel, Airline, Sales, Cable & Wireless, Technical Support, B2B, B2C, Inbound, Outbound, Customer support, catalog sales and service, e-commerce arena’s.

Tech savvy, staying abreast of the current changes, needs and advances. Business Development expert with successful presentations to several Global Organizations.

Proven record of accomplishment in managing large-scale (1500+ seat), multi-location (sites/ geographies), and multi-million/ billion dollar/ month (revenue generation/ credit risk) operations and its corresponding P & L.

BPO veteran, with hands-on international management experience/ exposure with both on-shore (US) and off-shore (Manila/ Cebu, Philippines; Hong Kong) delivery operations.

Extensive Client and Customer facing experience with major (fortune 500) and non-major corporations in Europe, Australia, Asia and Canada.

EXPERIENCE

ACESSE TECHNOLOGY

Head, Global Customer Experience & Support

June 2015-February 2016

•Identified, corrected and implemented procedures that decreased cost and ultimately saved the company in excess of $100,000.00 annually

•Directly responsible for identifying thru data analysis, process improvements within the use of the CRM, increasing efficiencies including first call resolution, and average handle time, as well as decreasing the number of outstanding resolved issues.

•Increased gross sales within the new product team by 2.5 Million dollars over 2014.

•Introduced new training methods directly leading to exceeding the organizations revenue goals

•Negotiated and secured all client and vendor contracts

•Successfully integrated Chat and email support services worldwide within the 7 various languages of the customer base.

LIST INC.

Senior Director Customer Experience & Global Service Delivery

September 2013-June 2015

•Successfully implemented complete culture and procedural changes from top to bottom throughout the company.

•Direct responsibility for identifying thru data analysis, areas of improvement leading to an increased First Call Resolution %.

•Increased gross sales within the assigned accounts relationship team by 12.693 Million.

•Increased QA scores from 78.8% to 99.65%

•Implemented new measures to increase CSAT from 8.99 to 9.52 (scale of 1 to 10)

•Introduced new training methods directly leading to exceeding the client’s revenue goals

•Negotiated and secured all client and vendor contracts

•Successfully integrated Chat and email support services

KINETIC/SARGAS

Director BPO Operations & Customer Experience

April 2012 - August 2013

•Responsible for the overall direction, coordination and planning of two call center and BPO sites

•Successfully surpassed relationship sales team goals by 18.42% (commercial sales Telecom equipment)

•Installed training and methods that resulted in the Sales targets being surpassed

•Worked directly with Tech-support clients to drive CSAT, metrics as well as increase number of tickets handled per hour, to surpass client expectations.

•Reduced employee turnover from 26.6 to 11%

•Introduced new training methods the directly to exceeding the client’s CSI

•On site Client facing interaction with Major Stakeholders.

•Successfully implemented Shared services group with chat and email services

•Successfully surpassed Revenue projections for the year (physical year 4/12 to 4/13) and ahead of projections for 4/13 to 4/14

BLACK & WHITE BPO

President, Operations (IBDS 2010 - 2012)

Senior Director Global Service Delivery and Customer Experience (2006 – 2010)

September 2006 – April 2012

Responsible for the overall direction, coordination and planning of 2 call centers with over 45 million in annual revenue.

Responsible for increase in sales from a pre-operational sales goal of 2.5 million to a final year sales total of 44.924 Million.

Handled Human Resource and Training Management as well as recruitment

Responsible for HR Process Improvement

Increased gross margin in Assigned Accounts by 17.3% within first six months.

Met or surpassed 97% of KPI’S including: new assigned account growth (11% vs goal of 5%), attrition rate (3.1% vs goal of 4.5%) assigned account revenue (41.7 million vs goal of 33.8 million)

Met client and company objectives through open lines of communication and strategic planning

Managed complex P&L statements for multiple locations and increase profit margin by12.9%

Increased efficiency through forecasting, analyzing data and feedback from direct reports.

•Direct responsibility for Sales, Training, HR, and Quality & Operations

•Improved operations performance by 32.87% within the first eight months.

•Increased sales for the assigned accounts team to exceed the client’s expectations by 32.9%

•Personally responsible for securing exclusive IT and BPO consulting Contract for the Nigerian Export Zone.

•Negotiated and secured all vendor contracts

• Personally handled 1800+ agents with 9 immediate direct reports and 72 immediate indirect reports.

Improved Issue Resolution from 61% to 84% and Customer Satisfaction Index from 81% to 92%

Surpassed sales goals, set by the client, in PRS for Sears by over 310 %

DIRECT CONTACT MEDIA

Director of Operations

January 2005-September 2006

Provided consulting in operations, client services, training and quality for on-shore and off-shore call centers.

Handled all HR management and Recruiting

Analyzed management processes, P&L statements, client KPIs and project reports to provide the company with detailed reports to improve a multitude of margins.

Assisted in the development of new call center policy and procedures.

Provided management training to multiple locations.

Developed and implemented performance improvement training for Village Gardens Corp sites.

Analyzed Quality Assurance and established monitoring processes that increased quality scores and customer satisfaction.

DION CONSULTING

SENIOR CONSULTANT BPO OPERATIONS

JANUARY 1995- DECEMBER 2004

Provided Executive leadership in operations, training and quality for in house and managed (vendor) call centers.

Handled all HR management and Recruiting of on-site staff for both in house and managed operations

Directed the development of new call center policy and procedures.

Provided management training to multiple locations.

Directly involved in and responsible for the design, setup and successful operation of the call center for the 1996 Atlanta Olympics. This spanned 18 months, 3 sites, 1000 seats and more than 4500 FTE’s.

Barnett Bank

Call Center Manager

September 1986 - November 1994

Started as an agent in 1986, promoted to team leader in January 1987 and to manager in February 1989.

Handled all Training and HR final interviews for candidates

Analyzed management processes, P&L statements, client KPIs and project reports to provide the company with detailed reports to improve a multitude of margins.

Developed and implemented strength based training and sales teams directly leading to surpassing sales goals.

Improved retention by 18% and Credit Card Collections by 27.5%

Increased customer satisfaction, and employee satisfaction.

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