Agents are like beautiful balloons, with the right fuel they will soar to new heights and bring others on their journey to success.

#fuelthemind; #fuelthesoul; #Adapt&Overcome

Jones Communications

Awarded the "Medallion of the Alliance", which is a citation of merit selected and presented by Jones Communication CEO and Founder Glenn Jones. The award is only presented in years where a candidate from the 3,000+ employees were deemed deserving.
Created and implemented annual operating and capital budgets of $30M in revenue and 35% margins.
Organized and implemented a 24-hour call center and 7-day per week appointment scheduling for install and service when noone else in the industry was offering this level of appointment scheduling.
Created and implemented the "Cable TV Consumer Bill of Rights". This campaign was awarded the Best Customer Service provider award from the MD/DE/DC Cable Television Association .
Successfully manage, develop, and lead a team of 400 highly motivated associates, which resulted in year-over-year attrition of less than 3%.

Jayler Enterprises

Increased revenue by 200% from Year 1 to year 3 through creation and implementation of an aggressive marketing plan, a thorough budget, securing adequate capital funding sources, and exceptional customer service.
Generated an increase of 40% in the customer base through referrals from current customers.

TTEC

With client partnership transformed the nation-wide customer service delivery model for a high profile client from 644 chapters nation- wide to 1 centralized Training Support Center by providing strategic direction and leadership for over 300 staff to ensure daily objectives and milestones were achieved.
Grew revenue for the project by 30% in a three-year period through effective management of the client relationship with all key stakeholders to understand the needs of the client’s business and provide proactive solutions to achieve the goals.
Drove a 36% increase in the program’s Employee Net Promoter Score (eNPS) and slashed employee attrition by 10% year-over-year through low cost employee engagement activities and clear strategic and operational direction.
Achieved a 90% close ratio on Primary Change Form (PCF) submission to approval process contributing to the 30% increase in revenue.
Created a stand-alone call center within 48hr to respond to the Hurricane Harvey and Irma natural disasters on 2017. The call center was staffed with 400 employees, volunteers and recruits who handled in excess of 70,000 call per day.

First Energy (Contractor)