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Customer Service Operations

Franklin, TN
December 28, 2019

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JENNY ZYAK 772-***-****

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

Franklin, TN. 37064


ADMISSIONS OPERATIONS/ CUSTOMER SERVICE OPERATIONS/ CALL CENTER LEADERSHIP/PROJECT MANAGEMENT/ TEAM BUILDING/ BUDGETING Call Center Startups/Performance Management/ Organization Restructuring/ CRM Business Process Standardization and Development/ Team Building/ /Strategic Planning / Partnerships / Reengineering

Vigilant and disciplined senior leader with expertise in leading large domestic call centers by building business support and collaborative relationships through consensus. Proven history in driving increased profitability while controlling costs in the highly competitive world of healthcare, online education, retail energy, and wireless sales and services. Recognized change agent highly skilled in directing high-performance teams to exceed targeted objectives. Valued member of senior leadership teams.

Organized, Streamlined and Implemented processes to admissions teams to prepare for growth

Developed World Class Admissions Center supporting 180 Behavioral Health Programs

Established highly successful Student Services Contact Center

Increased overall Operations performance at Liberty Power by introducing training and process documentation and standardization

Achieved JD Power Certification for Quality Customer Experience

Drove $119M in cost reductions through improved efficiencies.

Led 88 efficiency improvement projects, achieving $43M in cost savings Key Skills: Leader of Strategic Vision and Direction/ Client Relationships/ Cost Controls I Entrepreneurial Leadership / Quality Initiatives /Proven Call Center Leader/Behavioral Health JENNY ZYAK 772-***-****

Franklin, TN. 37064


Developed World Class Admissions Center, Reduced abandoned rate by 9% while increasing admissions to over 2000 per month, with no additional staffing.

Established successful Student Services Center, built a call center that supports multiple, top 100 rated Universities, across the world in their online student recruitment and support through graduation. Reduced Cost to Acquire by 40% while increasing Conversion rates by 500% Increased overall operationa1 performance at Liberty Power by standardizing training and streamlining process documentation leading to improved metrics in retention, collections and billing, Examples of metrics included: bad debt over 30 and 90 days, accuracy and timely delivery of invoices, service level of calls answered and abandoned rates.

Achieved JD Power Certification for the customer experience at the Department of Transportation - Sun Pass program

Drove 110% reduction in repeat errors and 54% in process errors resulting in $119M savings for AT&T through improved efficiencies. Led activities with IT department to identify, communicate and resolve errors. Trained team to support customer service with future system deployment, sustainment issue tracking, resolution, and process documentation.

Led 88 efficiency improvement projects, achieving $43M in cost savings. Spearheaded a team of 34 project managers to restructure and integrate new policies and procedures driven by customer service requirements. Standardized intranet site as well as the credits and adjustments process. Introduced reason / resolution tracking tool and recurring electronic fund transfers. Instituted automated dropped call adjustment process. JENNY ZYAK 772-***-****

Franklin, TN. 37064


Addiction Campuses, Nashville, TN Mar 2019- Sept 2019 Executive Vice President, Admissions Operations

Plans and directs all aspects of Addiction Campuses call center policies, objectives, and initiatives as well as managing performance of all management and team members that drive admissions Develop and administer procedures for interacting with customers in a call center environment and holds staff accountable to established benchmarks of professionalism, accuracy and expediency Monitors the overall performance of admissions operations and reviews performance of individuals in a timely manner Responsible for setting and achieving monthly, quarterly and yearly objectives, enforcing the quality standard of each client handled by an Addiction Campus team member

Collaborating and translating business vision and strategy into operational tactics and building the organizational support and infrastructure needed to achieve them

Developing methodologies and best practices to create greatest value to our clients and our company for the services provided Establishing strong operating metrics and developing a management reporting process to utilize the metrics to drive operational improvements

Continually testing new strategies, technology, tools and products to maximize operations team performance Working cohesively with the executive and senior management teams to develop and grow the company HPR Treatment Centers, Franklin, TN 2018 – Jan 2019 Executive Vice President, Admissions Operations

Establish and direct the strategic vision and objectives for the admissions center’s enterprise wide Communicate with operational leaders to drive company performance and provide an excellent patient experience Develop and maintain relationships with all admissions centers vendors and internal centers to drive performance excellence

Ensure management and staff meet all key performance indicators including ASA, ACW, First Call Resolution, Service Level, Quality and Patient Satisfaction

Analyze data to identify trends to ensure expectations are met and provide regular updates to all management team Identify information system inefficiencies and formulate recommendations for improvement Oversee all training of the patient relations staff to ensure consistent handling of all call types JENNY ZYAK 772-***-****

Franklin, TN. 37064

Maintain knowledge of new call center technology and service concepts, perform cost benefit analyses of new technology prior to implementation

Introduced new training manual and process flows for CRM and Patient portal

Developed daily reporting to highlight team and lead performance

Worked with phone vendor to gain daily team scorecards for individual performance tracking

Trained management on how to document team development opportunities

Introduced Live Chat, Open Link credit card readers, scheduling and more Acadia Healthcare, formally CRC Health Group, Cupertino, CA 2012 – 2018 Vice President, Admissions and Admissions Support

Lead and develop strategies for the national admissions center to help families in need and drive admissions growth Develop the admissions center management team, including raising the performance bar through ongoing recruiting, training and skills development

Work with Internet marketing and field admissions staff to ensure alignment across the entire sales funnel Work with Telephony to build consistent call flows and reporting across all program intake offices Manage the daily operations of the admissions center, including implementation of effective policies and operating procedures

Identify, recommend and implement various programs for the improvement of admission center processes Identify and articulate reporting requirements, including targets, specific data, and anticipated outcomes Write and conduct performance evaluations, make employment decisions, set up performance goals and targets for assigned team

Reduced abandoned rate from over 10% to 3% or less

Designed, developed and introduced training development plan for center

Cross-trained team to handle multiple lines of business for efficiency in call handling

Developed staffing plan

Introduced numerous policies and procedures to ensure consistency across the center JENNY ZYAK 772-***-****

Franklin, TN. 37064

Kaplan Global Solutions -Colloquy, Ft. Lauderdale, FL 2008 - 2012 Director of Operations and Strategic Process Implementation Established startup of outbound/inbound call center. Developed scripts, and training for operations team members. Built compensation plans and staffing models. Partnered with Information Technology team to build and develop CRM system, and self-service application center site. Participated in strategic planning as a member of the senior leadership team.

Created an IVR for handling inbound calls enabling our ability to bring on additional universities and programs without growing staff

Developed operational standards for newly contracted universities leading to a consistent and timely implementation plan

Performed project planning for first-ever international online university support

Implemented at home agent program

Reduced Cost to Acquire by 40%

Increased conversion rates by 500%

Continually developing plans for new processes, services and revenue growth. Improving current products and processes. Providing innovating thinking. Conducting statistical analysis and establishing and cultivating key business relationships. Providing direction for multiple projects related to operational issues and improvement. Other initiatives and projects include: CRM tool analysis, Operational handbook - mapping of all processes and benchmarking against industry standards. Creating a manual of best practices. Developing new client training. JENNY ZYAK 772-***-****

Franklin, TN. 37064

Liberty Power Corporation, Ft. Lauderdale, FL 2007-2008 Director, Customer Operations

Provided leadership for Call Centers including Retention, Enrollment, Billing, Collections, and Quality Monitoring teams. Established and achieve operational goals. Compiled trending of previous and current performance. Motivated and coached teams to maximize performance. Recognized member of the senior leadership team.

Developed training for new hires, to ensure consistent call handling procedures.

Introduced call quality monitoring for all customer facing departments

Introduced contingency plan model by outsourcing overflow calls to a 3"" party vendor

Decreased bad debt through employee empowerment

Increased customer service levels by introduction of escalation and customer loyalty queue Florida Department of Transportation's Sun Pass program, Boca Raton, FL 2005- 2006 Call Center Manager

Managed daily activities of up to 90+ customer service representatives, handling 13,000 + calls daily. Trained, developed and motivated 4 Supervisors, 4 Leads, plus Scheduling Administrator and Call Center Payroll Administrator.

Partnered with the Training and Quality Manager and achieved JD Power Certification on first attempt.

Introduced fun committee, employee recognition and feedback sessions, to improve employee morale and overall retention which reduced employee turnover from over 70+% to under 10% AT&T Wireless Services/ McCaw Wireless, W. Palm Beach, FL 1990-2004 Rapidly promoted to positions of increased responsibility to direct and manage call center teams and major national efficiency projects in this $1OB wireless / telecommunications company. JENNY ZYAK 772-***-****

Franklin, TN. 37064

National Director of Performance Management- AT&T Wireless Services (1995-2004) Directed the integration of new national policies and procedures for billing, fraud, legal, and customer service department issues. Utilized measurements for success: handle time, percent of base, transfer rate, ASA, occupancy rate, ACW, number of calls handled vs. abandoned, quality scores, schedule adherence, cost per call, reason resolution path rates and online self-service rate.

Managed impacts to operations of 35 call centers, 18,000 representatives, internal and third party, averaging 181,000 calls per day.

Identified and implemented standardization and improvement opportunities throughout the nation resulting in a seamless customer experience.

Developed and introduced Customer Service Roadmap strategies leading to a consistent national communication of strategic initiatives.

Customer Care Manager- McCaw Wireless (1994 - 1995) Managed daily activities of 200+ customer care representatives, handling !Ok+ inbound calls daily. Trained, developed and motivated IO supervisors.

Support Services Supervisor - McCaw Wireless (1993 - 1994) Customer Service Representative - McCaw Wireless (1990 - 1993) EDUCATION

BBA, Business Management, Northwood University. Cum Laude CERTIFICATIONS

Six Sigma - Greenbelt Certified, Kaplan Higher Education

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