Jana Benetti Email & Phone Number

Camp Verde, AZ, US

Senior Consultant with DMG Consulting LLC, specializing in contact center and back-office operations and the people, processes and technologies that make them successful.

Memphis, Tennessee, US

Led the largest Terminix call center at 255 seats, receiving nationally routed customer care calls and cross-selling opportunities. Additionally, managed operation of the company’s sole administrative center, supporting 250+ branches nationwide. Instituted new processes and procedures to ensure consistency in back office functions and significantly improve.

US

Collections call center director for third party credit card and financial services receivables.Increased collections revenue per seat while reducing NSF rates and significantly improving quality compliance and customer service scores on third party portfolios. Year over year revenue increases in both 2011 and 2012. Sizable improvements in settlement.

Ashburn, VA, US

Business consultant and subject matter expert in call center process design and outsourced vendor management in support of IBM Global Services and the U S Census Bureau. Created training DVD outlining the security clearance vetting procedures utilized in the hiring process at coverage follow-up contact centers. Oversaw two outsourced customer care centers.

Armonk, New York, NY, US

Led multiple state operation handling first and third party outsourced healthcare receivables, achieving performance improvement YTD 2008/2007 in spite of economic downturn. Developed all collection, staffing and marketing strategies with complete P&L responsibilities. Designed, developed and rolled-out quality assurance processes with concurrent.

San Diego, California, US

Overall responsibility for a 250+ employee contact center and annual collections of $50m on purchased debt portfolios including credit card, auto deficiency and healthcare. P & L responsibilities for all collections, i.e. pre-legal, credit monitoring, debt consolidation and current payers. Co-developed call monitoring and quality process, including.

Monroe, LA, US

Directed business and consumer collections for a national telephone utility in multiple states. Responsible for multiple contact centers with 1000+ in-house and 300+ outsourced FTE and an operating budget of $85m. Achieved superior customer satisfaction results, consistently exceeding both customer care and sales channels. Frequently participated in.