Jay E. Gonzalez

**** *********** *****, ***********, ** 37135 | Phone 317-***-**** | ugtzmx@r.postjobfree.com

Experience Overview

| Reporting, Analytics and Project Management Expertise |

• Seasoned problem solver

• Expert at predictive and historical modeling, and implementing the outputs into real time operations.

• Expert at all MS Office tools: Excel, Word PowerPoint – my work is impeccable.

• I have extensive experience with both Client (C-Level) and customer service experience. I am an excellent diplomat and ambassador .

• Expert change agent – including building and re-engineering departments, as well as anything requiring a process.

• Successfully held P&L responsibilities for four companies.

• I am organized in my daily work as well as when presenting my work to small groups, or to groups over 1000. My information is clear, concise and easy to understand.

• Coupled with my problem solving skills, I am an excellent decision maker. I have managed expenditure limits of $100,000 requiring only my signature.

| Customer Service and Operations |

• Successfully built and managed three high-tech operations centers including finding property, hiring and bringing each site on line. Responsible for six managers and 24 supervisors.

• Successfully built a call center, including finding property to hiring and bringing the operation on line. Responsible for four managers and 24 supervisors and 300+ CSRs.

• Successfully re-engineered a call center, with the intent of skill-basing it, by adding a trouble shooting team. Responsible for five managers, 20 supervisors and 200+ CSRs.

• Consulted for Time Warner Collections, responsible for reviewing and creating analysis for 100+ technicians. Task was to create a three-way comparison and ultimately find best practices. Project was successful; I parsed out five top challenges for swift improvements, and a number of longer-term opportunities.

| Sales and Sales Operations |

• Responsible for creating a multi-channel sales organization, including inside sales, door-to-door, bulk/high-rise, and telemarketing, sales operations and order entry sales departments. Responsible for 12 managers, 50 supervisors and 300 total sales agents, including the Chicago, Los Angeles and San Francisco markets.

• Created Outbound Telemarketing department and managed external vendors

• Responsible for company profit through the iCenter performance. Enhancing speed of the iAnalysts, drove costs down, and covered for all cost line departments. Despite lack of volume, the iCenter was successful at lowering costs enough for two months, to climb into the black.

• Created the sales operations department, accounting for all sales activities.

• Created all policies and procedures and was responsible for training employees on company sales processes.

• Created a track-able and highly successful Lead Generation program. Close rates for the agents receiving a lead form, increased from an average of 3.0 sales / day to 7.0 sales / day for the Lead Program.

| Board Service |

• Vice Chairman

• Project: New board member on boarding process. Created process for growing the board, and how new members are brought on.

• Project: Community outreach. Created a marketing / contact program to find struggling young adults before they’ve dropped out of school, or enter the juvenile system.

• Project: School growth from two campuses to four campuses

Professional History

| JEX Consulting partnered with RPG Consulting, Chicago, IL – 07/10 to present |

JEX and RPG Consulting specializes in Management Consulting, Call Centers, Sales, Installation and Global Business Metrics. We focus in the Telecommunications arena.

• Management Consulting: Business Operations; Call Center; Sales; Business, Operational and Financial Analysis

| Interactions Corporation, Carmel, IN – 06/06 to 07/09 |

Interactions provides a cutting edge, sophisticated voice synthesis alternate to the traditional IVRs.

• Director, iCenter Operations and Client Relationships

| Options Charter Schools, Board of Directors, Noblesville, IN – 04/07 to 10/11 |

Options Charter School is an alternative school, seeking to provide an accredited education to students whose situation may be challenged in some form or another.

• Board Vice Chairman

| RCN (formerly 21st Center Telecom Group), Chicago, IL – 05/02 to 06/06 |

RCN is a national provider of voice, video and data telecommunications.

• Vice President, Sales and Sales Operations

• Director, Customer Operations and Client Relationships

• Director, Sales Operations

| Ameritech New Media, Chicago, IL – 04/99 to 05/02 |

Ameritech New Media was a regional provider of video and data telecommunications.

• Sr. Manager, Customer Operations

• Manager, Sales Operations, Company Predictive Modeler

• Manager, Mail House Operations / Vendor Relationships

Education / Other

• BS in Mathematics, Harding University, Searcy AR

• Vice Chairman, Board of Directors, Options Charter Schools, Noblesville and Carmel, IN

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