Jason Alexander Biske

Fayetteville, GA • LinkedIn

adhw74@r.postjobfree.com • 404-***-****

VP Contact Center Operations Profile

Capital & Operating Budget Management / Operations Management / Training and Development

Needs Assessments / Sales & Marketing / Contract Negotiations

Results-driven sales and contact center professional with extensive experience in revenue growth and developing sustainable teams to achieve and exceed performance and service standards. Proven ability to plan and execute strategies to deliver profitable growth, maximize return on investments, and increase efficiency. Able to build successful operational programs and campaign promotions to capitalize on sales and enhance customer service.

Well versed in analyzing operations and utilizing metrics to pinpoint areas that need improvement and evaluate staff. Expert at coaching staff and inventing new programs and processes to increase key metrics. Attained numerous awards for surpassing goals.

Areas of Expertise:

Sales & Retention

Compliance

Customer Relationship Management

Strategic Planning

Project Management

Leadership & Management

Workforce Management

Accounting & Billing

System Analysis

Human Resources

Professional Experience

Blackstone & Cullen – Atlanta, GA

Principal Consultant (2019 to Present)

Effectively manage client relationships while developing strategies and solutions that help clients progress in their line of business.

Assess high-level business issues objectively from a holistic approach to recommend effectual, coherent plans of action to ensure overall goals are met. Utilize expertise in operation analysis, budgeting, technology, and quantitative and analytical skills to provide effective performance optimization solutions and best practices for operations management.

Selected Contributions:

Masterminded real-time dashboard to analyze and track key performance indicators (KPI) and complex data for Glimpse.

Increased client base by securing new projects.

Led successful solution development and delivery on consulting engagements.

Genpact – Atlanta, GA

Vice President – Transformation Services (2017 to 2018)

Leverage technologies and analytics to construct and implement change processes.

Collaborated with cross-functional teams to strengthen customer experience, performance, management, and customer care operations for Cox, Gannett, Samsung, Facebook, Go Daddy, and Intuit. Used digital analytics and AI to assist companies in measuring their digital operations and reengineer their complete business model to incorporate market trends and new technologies. Executed data--driven strategies to improve client’s agility and support growth,

Selected Contributions:

Applied Cox 2018 key priorities to establish strategic business target recommendations.

Stimulated client engagement functional mix by 20%.

Advanced Transformation Service target from $12M to $18M.

Comcast Central Division – Atlanta, GA

Senior Director – Customer Service Sales, Strategy & Operations (2012 to 2017)

Formed a developmental program on time management, metric management, coaching, and training for all supervisors to enhance performance and increase revenue margins and profits.

Crafted strategic plans to improve transitional sales (TSR) and first-call resolution (FCR), launched the coordinated plans and successfully managed the programs. Headed all commission and monthly incentive awards programs for Central Division Care and Retention Agents.

Selected Contributions:

Attained Comcast Vision Award for 2015 and 2016 for contributing to advancing company goals with new visionary approaches adopted on a company level.

Maximized core product sales on year-over- year (YoY) basis. Recorded 132% growth in 3 years from 428K RGUs to 994K RGUs, with a predicted annualized Average Revenue per Unit (ARPU) influx of $91.7M.

Established, executed, and controlled a net neutral automated centralized commission plan for Central Division Care. The plan replaced 16 individual market-based plans with wholly different constructs and target strategies.

Reduced average hold time (AHT) of South Florida call centers by 47 seconds, while escalating region to top in transitional sales.

Additional experience as Senior Director of Sales & Operations with Comcast – Atlanta Region and

as Director of Sales & Retention with Comcast – Central Division.

Education and Credentials

Master of Science in Management Georgia Institute of Technology – Atlanta, GA

Bachelor of Arts in Economics Tulane University – New Orleans, LA

Professional Associations

Quattro Executive Leadership Program

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