Jacqueline Jarquin

***** ***** ** # ***, ****** Country, Ca, 91387 818-***-**** adzz63@r.postjobfree.com

Objective & Summary

To work within an organization that will benefit from the experience and expertise I have to offer and that will also allow continued growth and development. Experience leading both in-house and outsourced Call Center Vendor Partner Management of offshore call centers to success. Call Center Professional that is highly skilled in strategizing, planning, establishing and streamlining goals, policies, and procedures. Experienced and highly skilled with all facets of call center management that includes innovative marketing concepts, service solutions, and obtaining and developing Talent. My creative leadership qualities of motivating and developing teams have allowed my teams to be successful and thrive. Customer-oriented professional with a record of having the best Sales (Account Managers, Inside Sales, and Outside Sales), Retention, and Customer Service teams during my tenure at any company I have worked with.

Qualifications

Managed P&L to manage budget for teams. Managed payroll, bonuses, and commissions

Vendor Partner Management-reviewed vendor partner performance and contracts to ensure best service obtained at the best cost.

Strategic Management-Worked with Executive C-Suite to implement changes within all aspects of Operations.

Change Management-Worked with I.T., Training, Leadership, and Quality Assurance to execute necessary changes

Risk Management-Worked with I.T. and Leadership to ensure appropriate levels of access were given and disabled globally

Compliance Management-Worked with I.T., Compliance, Quality Assurance, & Operations for adherence to rules & regulations.

Worked with I.T.to

ostartup, move and close call centers

oimplement and upgrade systems in multiple sites with little to no operational interruptions

otroubleshooting necessary.

Worked with Client Services to ensure our clients’ goals were exceeded.

Worked with Brand Leadership to launch products or re-branding

Worked with Purchasing and Warehouse Leadership to minimize error rates and increase fulfillment rates

Worked with Quality Assurance to implement and improve Customer oriented sales and services.

Review ACD Reports for: Abandon Rate, Average Speed of Answer, Average Handle Time/ Talk Time, Wrap Up Time, Schedule Adherence, Overall Occupancy, Efficiency, Service Level, Idle Time, Conversion Rate

Talent Acquisition and Development:

oJob Postings, Recruiting and Hiring directly, and work with temp agencies and outsourcing BPO’s

oTalent Development: Training, coaching, motivating, promotions, performance improvement plans, termination

Training-Created and updated training materials and scripts

Managed the following B2B and B2C teams:

oInside Sales-Account Manager Teams-Outbound Inside Sales Team

oCustomer Service Teams that are also revenue generating

oRetention Teams-to regenerate lost sales/customers

oEmail/Chat teams-to manage our online inquiries and sales

oSocial Media Teams-to manage our public image on Facebook, Twitter, and Instagram

oWeb Technical Support Teams-to support our customers via their website use on our platforms

Executed presentations for growth, successes, action plans, and situations that needed to be evaluated and addressed as well as potential marketing ideas to Stakeholders to review performance for Sales, Customer Service, Retention, and Quality Assurance.

Skills & Abilities

CRM Systems: Salesforce, Tableau, Oracle (RightNow), Knowledge Base, SAP

Use of ACD monitors for Call Center Performance: Xima, Chronicall, ININ, Avaya, Lucent, TASKE, Max Meridian, Rockwell

Use of Predictive Dialers for Outbound Calling: Touchstar & Noble, Ring Cental

Call Center Recording Software for Quality Assurance: Xima, Voice Print, NICE & Voice Genie

E-service for email and chat: RightNow (Oracle Cloud)

Order Management Systems: ByDesign, Oracle, Sales Force

Payroll Systems: Workday, Paychex Flex

I.T. Ticketing System: JIRA

Microsoft Office: Excel, PowerPoint, WordPerfect, Outlook, Visio, Publisher, and Access.

Possess strong leadership, communication, motivational, organizational, multi-task, goal-oriented, and team building skills. Mentor and develop leadership teams globally.

Social Media Management: Facebook, Twitter, Instagram

Strong Analytics-evaluate performance, account management, risk assessment, customer segmentation for marketing purposes.

Jacqueline Jarquin 818-***-**** adzz63@r.postjobfree.com

6

Experience

HEAD OF CUSTOMER SERVICE JAFRA COSMETICS JANUARY 2022 – PRESENT

Managed the Customer Relations Team both In-house and Vendor Partners within the U.S. and Mexico

oU.S. Inhouse team– Tier II Customer Relations – Voice, technical support, EService, Social Media, and testing for new Company System Implementation

2 Supervisors, 1 Trainer, 7Tier II agents

oMexico (Guanajuato) Offshore Vendor (BPO-Munoz for Voice and EService-Customer Service, Retention, Sales, Support, Email, and Testing for new Company System Upgrade):

1 Project Manager, 2 Supervisors, 1 QA Analyst, 1 Trainer, 25 Tier I agents

Accomplishments

oImplemented Customer Satisfaction survey to increase customer satisfaction averaged score of 4.5 out of 5.

oEstablished and updated training to improve Quality Assurance. Averaged above 95%.

oMinimized 10% cost due to minimizing errors by 10%

Positions Held

oHead of Customer Service / Customer Experience,

CONTACT CENTER / CALL CENTER CONSULTANT JAOBS JANUARY 2020 – JANUARY 2022

Training and Development

oFor Leaders and Agents

Change Management, Leadership, Sales, and Customer Service, Handling Irate Callers, Diversity Training, Emotional Intelligence.

oConnected businesses with BPO’s

Sales, Customer Service, technical support, workforce management, EService, Social Media, Systems Implementation,

Accomplishments

oConnected five businesses with BPO’s that delivered excellent service and support.

oNegotiated prices that were cost-effective and fair for both the businesses and BPO’s to establish and promote growth.

Positions Held

oContact Center Consultant / Business Development

SR MANAGER SALES OPERATIONS AMTOUCH DENTAL SUPPLY JULY 2017 – NOVEMBER 2019

Managed the Account Management Inside Sales Dept for B2B sales to supply dental offices within the U.S.

oAccount Managers

oTelemarketers

Accomplishments

oSWOT Analysis of entire company to improve processes, procedures and communication between departments

oRevamped and created training materials.

o10% YOY growth

oImproved Customer Satisfaction

o20% Headcount growth

Positions Held

oCall Center Sales Consultant, Manager Sales, Sr Manager Sales Operations

Jacqueline Jarquin 818-***-**** adzz63@r.postjobfree.com

SR MANAGER CALL CENTER VENDOR PARTNER MANAGEMENT BEACHBODY 11/12 – 04/17

Established and managed outsourcing vendor partners in offshore call centers

oMexico (Baja) Offshore Vendor (BPO-Confie for Voice and EService-Customer Service, Retention, Sales, and Tech Support, Email, and Social Media, Testing for Company System Upgrade):

1 Director, 1 Manager, 1 Workforce Manager, 4 Sr Supervisors, 2 Reports Analysts, 50 Team Leads, 10 QA Agents, 8 Trainers, 10 Workforce Agents, and 500 Agents.

oIndia Offshore Vendor (BPO-Tata for Email and Chat):

1 Operations Manager, 2 Supervisors, 12 Team Leads, 4 QA Agents, 2 Trainers, and 200 Agents

oPhilippine Offshore Vendor (BPO-SGS-Retention): Launched call center with

1 Director, 1 Manager, 3 Team Leads, 40 Agents

oMexico (Monterrey) Offshore Vendor (BPO-SGS for Spanish Voice): Launched call center with

1 Operations Manager, 1 Supervisor, 2 QA Agents, 22 Agents

Accomplishments

Established and developed Baja site (my direct reports) to be the highest revenue generating site along with the best CSAT’s.

Created and streamlined Feedback Reports to share feedback from each site to improve overall error rates that impacted CSAT’s.

Worked with I.T. to implement new Wave 1 computer systems, phone systems, cc verification systems, simultaneously worldwide in all the call centers to implement in a seamless manner.

Positions Held

Sr Manager of Coach Relations, Sr Manager of Call Center Vendor Partner Management

SR CALL CENTER OPERATIONS GENERAL MANAGER SMART LIVING COMPANY 06/04 – 06/12

Positions Held

Call Center Operations Supervisor, Call Center Operations Lead Supervisor, Sr Call Center Operations General Manager

Accomplishments

Worked with Marketing team to rebrand company, including logo, membership materials, communications.

Set record of highest sales within the 65 years of company’s existence.

Converted Customer Service dept to a profit generating Contact Center.

OPERATIONS CALL CENTER MANAGER LEXICON MARKETING 06/01 – 05/03

Positions Held

Operations Supervisor, Operations Asst Call Center Manager, Operations Manager

Accomplishments

Management CSR’s to handle calls for 38 different clients simultaneously within 22 different industries while improving CSAT scores.

OPERATIONS SUPERVISOR TELETECH HOLDINGS 09/93 – 05/01

Positions Held

Call Center Agent, Call Center Asst Supervisor, Call Center Operations Supervisor

Accomplishments

Established and developed Call centers in Sherman Oaks, Burbank, Van Nuys, Kansas City, and Colorado beating goals by 11%

Jacqueline Jarquin 818-***-**** adzz63@r.postjobfree.com

Languages

Bilingual: Fluent in English & Spanish

Education

LinkedIn Learning-Managing your Sales Territory-2019, Sales Prospecting 2017

Certifications for management and call center professionals from RockHurst University, Development Dimensions International (DDI), and Teletech’s corporate training-1998-2014

UCLA Extension-The Twelve Secrets of Successful Management (teachings of Dr. Deming)-2001

UCLA Extension-Increasing Productivity through Performance Management-2000

California State University, Northridge-Business Administration, B.S.-1999

Los Angeles Pierce College-AA-1996

Contact this candidate