Jason Ward Email & Phone Number

São Paulo, Brazil

Barueri, São Paulo, Br

Barueri, São Paulo, Br

Lisbon, Pt

Salt Lake City, Utah, Us

Barueri, São Paulo, Br

• Founding member of start-up and member of company’s Executive Committee.• Creation, implementation and execution of service standards and training for all customer-facing departments; including call center, client services, airports, flight attendants and cargo.• Responsible for corporate real estate of company including construction of new 74,000 ft² headquarters building; $50 million training facility and over 100 airports system-wide.• Operations management for more than 6,500 employees reporting into this vice presidency.• Forecasted and managed a budget of over $1 billion.• Recruitment and selection of now 9,600 employees; talent development of key executives.• Member of executive team to successfully integrate two airlines during 2012-2013 merger.

Barueri, São Paulo, Br

• Member of executive team to create company vision, mission and values.• Creation & implementation of customer service philosophy for start-up company.• Recruiting, training and managing of hundreds of employees across the country.• Responsible for establishing bases/branches in dozens of cities.• Oversight of team responsible for creation of company’s call center operations.• Established measurements and KPI for operations team.• Development and implementation of quality/excellence program for customer-facing departments.• Assessed and improved work flow processes to improve efficiency.

Long Island City, New York, Us

• Oversaw nearly 700 customer service employees and day-to-day execution at carrier’s largest hub airport - JFK.• Leader of several projects to improve airport experience, customer service/customer-centric environment and quality/efficiency.• Responsible for recruiting, seeking top talent in various skills set. • Member of cross-functional senior leadership team responsible for overall people management, accountability and execution.• Innovated efforts to create a culture committee with the collective team, identifying excellent performance and establishing incentives.

Long Island City, New York, Us

• Development of strategy for contact center within overall company vision and execution of tactical with large cross-functional teams. • Establishment of exemplary key performance indicators and service level agreements.• Drive a low-cost philosophy, maintaining low unit costs as well as high service standards.• Creating and executing multi-million dollar budgets successfully. • Establishing call volume trends, forecasting manpower and managing day-to-day operation.• Chair for company’s Customer Commitment Committee.• Implementation of NPS (net promoter score) measuring and reporting of voice of the customer to senior leadership at company.• Lead teams of over 300 employees responsible for customer services, relations and ensuring positive image of the company.• Responsible for development and coaching of leadership team and agents.

Stuttgart, Baden-Württemberg, De

Dallas, Tx, Us

Dallas, Tx, Us

Ba - Accounting, Marketing, Communication

Education record