JENNIFER WHITE

Parker City, IN ***** 765-***-**** ad3het@r.postjobfree.com

PROFESSIONAL SUMMARY

I am an experienced and tenured professional with 33 years of 24x7 operations management and executive level oversight. After a very successful and rewarding career, I have decided to evaluate other markets where my vast years of experience and skill set can benefit another market. My focus on identifying efficiencies and cost savings, while also delivering the highest quality of services, is unquestionable. This is done through the monitoring, measuring and reporting of all areas of operations, including financial. I am a highly competent, flexible and energetic professional who is focused on leading a team in an environment where employees are treated as individuals and can flourish, thereby enhancing their dedication to the Customer and the Company. CORE COMPETENCIES

● Leadership

● 24x7 operations management, call centers

● Redundancy and disaster recovery

● Risk management

● Strong written and verbal skills

● Acquisitions

● Event management

● Remote employee management

● Covid management

● Data analysis

● Human resources, recruiting, interviewing

● Conflict resolution

● Telecom systems – pbx/ call recording systems

● Project and product management

● Training and professional development

● Public speaking, presentations

● Legal

● Program implementation; domestic/international

● Sales support

● Procedure and policy development/execution

● Strategic planning

● Facility management

WORK HISTORY

Vice President, Call Center Operations 09/2001 to 08/2021 BI Incorporated – Anderson, IN

● Led a team of directors and managers responsible for 24x7x365 call center operations. Over 1500 contracts, 8500 individual customers, $150M revenue and over 200 employees. Through electronic means, hardware and software, hundreds of thousands of clients were sentenced to electronic monitoring in lieu of incarceration.

● Budgeting and financial management of twelve departments through monthly reviews and reporting. Meeting or exceeding financial guidance by continuously identifying areas of cost saving and ensuring adequate and efficient scheduling across all shifts

● Oversight of a training department that created custom curriculums and certifications for all company, hardware, software, customer service, management and soft skills. Delivered at customer site, remotely, or company hosted.

● Oversight of all human resource functions at the local level with a strong focus on recruitment through partnering with Community resources.

● Built and maintained KPIs that measured contract compliance and individual performance. A dedicated quality assurance department was responsible for internal audits, individual employee critiques and passing the annual ISO audit.

● Implementation of a Pay for Performance plan that compensated employees for their individual performance. An average hourly incentive of over $5.00 per hour, up to $11.00 per hour, on top of the base wage. Productivity and employee satisfaction increased, became a key recruiting differentiator. A savings of over $2M.

● Responsibility for the physical facility and the security of employees. Project manager for the new construction of a private facility for our operation. Involvement was from costing, to presentation for approval, ground breaking, review of bids and selection of mechanical systems, to furniture selection and eventually, certificate of occupancy. Worked closely with the construction team and served as primary, site liaison and contact.

● Legal support including, subpoena management, testimony, depositions, law suit support, OSHA, DOL and EEOC replies.

● Ensured all operational services were met through our field technicians and dispatch operations.

● Built dedicated customer service and technical support teams to serve as tier II escalation for research, contract management, advanced technical support and special requests.

● Worked closely in collaboration with department leaders in the spirit of meeting deadlines, delivering the highest quality product and services, and exceeding all Company goals. Provided many hours of user acceptance testing and conversion support for the systems and development teams.

● Assisted sales with new retaining current and acquiring new business. Assisted with proposal writing, led new program implementation and transitions from incumbent vendors, including field support.

● International program reviews, including a lengthy bid process for the Ministry of Justice tender and spending time in the United Kingdom. Set up an international call center, ensuring all UK requirements were met. Director, Operations 09/1988 to 09/2001

BI Incorporated - Anderson, Indiana; Boulder, Colorado

● Responsible for 24x7 call center operations in Anderson, Indiana and Boulder, Colorado

● Traveled to the alternate site every other week.

● Consolidated operating procedures and policies to ensure that the customer and employee experience was comparable in each location.

● Upon acquisition and the decision to consolidate operations, a plan was established and executed to transition all call center operations to Anderson, Indiana. This included, but not limited to all computer and telecommunication systems, hardware and physical property, ensuring minimal customer disruption.

● Established employee integration plans, including retention and relocation packages. Broker, 09/2022 – Present

Coldwell Real Estate Group – Muncie, Indiana

● Responsible for listing, advertising, selling and closing on real estate transactions in Delaware and surrounding counties.

EDUCATION

Master of Arts: Public Administration/Political Science Ball State University - Muncie, Indiana

● Master’s Thesis: Electronic Monitoring vs Incarceration : A Cost Analysis

● Research Paper: Zoning Requirements of the Correctional Industrial Complex: Pendleton, Indiana Bachelor of Science: Criminal Justice

Ball State University – Muncie, Indiana

● Minor: Counseling Psychology

● Minor: Piano Performance

● Sigma Alpha Iota Honorary Sorority

PROFESSIONAL LICENSE

Indiana Probation/Parole Officer

Indiana Real Estate Broker

Indiana Property Manager

Notary Public

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