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 efficiency, accuracy and responsiveness to both internal and external customers.

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 percentages, payer rates and average payment size.

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 of 900 FTE focused on meeting/exceeding Census program deliverables for coverage follow-up.

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 deployment of a recognition program for evaluated calls.

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 selection of equipment vendor, metrics, forms, remediation and calibration procedures for multiple locations.Project managed a healthcare purchased debt contact center from inception. Led cross-functional team including IT, HR, Training, Legal, Compliance, Facilities and others for this start-up operation. Developed all training material, including HIPAA specific requirements.

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 operational reviews with company senior executives, including CEO, COO, CFO and President.