First Energy Corp (Contractor) - November 2018 to May 2019 · Fairmont, WV

Position Held: Credit Specialist

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• Confer with clients to review their account to prevent disconnection of their electric service.

• Update financial summaries that are based on the household income to determine products available to the client.

• Identify financial options and solutions and communicate the options in a clear and effective manner to the client for approval.

• Enter information correctly and clearly into the company's CRM database to document conversations and to initiate, cease or postpone disconnection activities.

• Negotiate and execute installment agreements to allow the client to pay off balances over various lengths of time.

• Follow established policy and procedures as outlined by the company and the Public Utility Commission. 

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TeleTech  - October 2005 – June 2018 · Morgantown, WV/Uniontown, PA

Positions Held:  Director of Operations, Senior Operations Manager, Service Delivery Manager, Team Leader

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TeleTech (aka TTEC) is Business Process Outsourcing (BPO) company providing Service Delivery solutions for Fortune 500 companies and high profile brands. I started with TTEC as a Customer Service agent and learned the business with each position. 

• Transformed the nation-wide customer service delivery model for the American Red Cross Health and Safety classes from 644 nation-wide chapters to 1 centralized Training Support Center that was operated by TTEC.

• Provide strategic direction and leadership for over 300 staff to ensure daily objectives and milestones were achieved.

• Responsible for all daily operational activities related to operating an inbound call center.

• Primary contact for the client relationship. Host daily debrief meetings to review prior day's performance for client Directors and VPs

• Responsible for providing strategic direction to Support Department Managers (i.e., Talent Acquisition, Technology, Instructional Design and Human Capital) about upcoming changes to the program and the affect to their functional areas. 

• Create, justify, implement and administer the operational budget for the project, including all quarterly CE budget models and adjustments.

  • Perform monthly P&L analysis​ to determine corrective measures and implement corrections as needed.​

  • Provide justification of variances and corrective action plan to the Vice President

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Jayler Enterprises - May 1998 – October 2005 · Maryland/Washington, DC

Postion Held:  Owner

 

• Launched a start-up full-service landscaping and home improvement company with responsibility for business plan development and implementation, marketing, landscape design and implementation, staffing, P&L generation and analysis, capital funding, contract negotiation and customer relations.

• Developed, trained, and led a team of eight highly motivated associates.

• Developed a loyal customer base of over 150 homeowners within a 12-month period.

• Increased revenue by 200% from the start-up year to sale of business through creation and implementation of an aggressive marketing plan, a thorough budget, securing adequate capital funding sources, and exceptional customer service.

 

Jones Communications - June1989 – May 1998  MD, NJ and VA

Postions Held:  General Manager, Operations Manager, Office Manager, CSR

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• General Manager  (Maryland) – Responsible for the successful operation of a 169,000 subscriber cable television system.  This position required the merger of two cable systems into one large operation serving Price George's County, MD.  In the early days of Cable TV a operation, a full service TV recording studio, Advertising Sales, Technical Support and Franchise Agreements were all the responsibility of the General Manager of the cable television system.

  • Negotiated with 15 different local government franchise authorities for the succesasful approval of the merger

  • Created, communicated and implemented the merger plan to all staff and performed off-boarding activities as needed .

  • Identified and managed the potential risks by creating redundancy plans where possible and contingency plans for other scenarios.  

  • Successfully manage, develop, and lead a team of 400 highly motivated associates (post merger).

  • Created and implemented annual operating and capital budgets. 

  • Organized and implemented a 24-hour call center and 7-day per week appointment scheduling for install and service. 

• General Manager (New Jersey) - Responsible for all aspects of a 35,000 subscriber cable television system. 

  • Manage and develop a team of 83 highly motivated associates to ensure consistent delivery of quality customer service. 

  • Create and implement annual and multi-year budgets with a strong focus on continual process improvement and customer service delivery. 

  • Negotiate and manage 9 different franchising authorities (including the State of NJ) to ensure proper compliance standards were met and franchise agreements continued without interruption.

• Operations Manager (Virginia) – Responsible for the efficient operation of a call center, store front walk-in service and MIS operations.

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