Call Center Vistra Energy

Cheryl JONES

***** **** **** **, ***** Little Rock, AR 72113

972-***-**** *****.*********@*****.***

SUMMARY OF QUALIFICATIONS

Call center leader with experience directing and managing call center operations with a tactical emphasis on customer care, quality management, workforce planning, recruiting, coaching and training. Experienced in multi-center management including 3rd party vendors and leading teams of 100-300 employees both remote and on-site.

Qualifications include strengths in:

Call Center Leadership/Management

Operational and performance analysis

Quality Assurance Management

Performance Management

Process Improvement

Vendor (BPO) relationship management

Knowledge Management

IEX Totalview certified (Workforce Management and Scheduling)

Cisco Call Manager Phone System Knowledge

Salesforce CRM Knowledge

Forecasting experience

Churn and Attendance improvement

Labor Relations

Work from Home Implementation

Budget and P&L accountability

Measuring and reporting metrics

Project management and leadership

Effective at managing systems, processes, and people in 24x7

Standardization of processes

EMPLOYMENT HISTORY

Vistra Energy 09/2019 – Present

Customer Service Manager

Accountable for the customer service call center vendor (BPO) operations in multiple locations. Partner with BPO leads and manager to manage the daily operations of the sites. Responsible for achieving SG&A reductions via process efficiency gains/automation in the call center, advocating within the team for call center needs, developing and delivering training. Accountable for monthly, quarterly, and yearly compliance reporting and formal complaint responses. Performance management responsibility for 70+ person organization and $1 million budget.

City of Dallas 03/2012 – 09/2019

Call Center Operations Manager, 311

Provide leadership for and oversee the activities of the Call Center Operations leading 10 supervisors and coordinators with up to 110 customer service agents and dispatchers. Oversee Quality and Data Analysts, Training, Reporting, Escalations, and Workforce teams. Overall call center support in handling City-related non-emergency inquiries and service-related complaints for 3-1-1, Water and Courts Customer Service. Responsible for leading teams to meet or exceed qualitative and quantitative goals by developing performance objectives, building/maintaining a “customer first” culture, and working directly with the multiple departments within the city.

Cheryl JONES

10409 Lori Kaye Dr, North Little Rock, AR 72113

972-***-**** *****.*********@*****.***

Time Warner Cable 08/2009 – 03/2012

Call Center Manager, Customer Care/Technical Support

Provide leadership for and oversee the activities of the Call Center Operations leading 8 supervisors with up to 175 customer service representatives. Oversee Quality and Data Analysts, Escalations, and Telecom Support teams. Overall call center support in handling customer billing inquiries and service-related complaints. Responsible for leading the teams to meet or exceed qualitative and quantitative goals by driving projects to improve customer –related systems, and building/maintaining a “customer first” culture that provides world class service to the Residential customer base.

Sprint Nextel 08/2006-08/2009

Call Center Manager

Responsible for startup process for new call center built up to approximately 150 employees. Responsibilities include recruiting, contractor management, and vendor management for the entire call center. Duties include all areas of workforce management such as payroll, scheduling, attendance management, reporting, establishing processes and procedures, coaching and development within a new call center along with the daily activities within the call center.

EDUCATION

University of Phoenix Bachelor of Science – Business Management

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