Jeff R. Email and Phone Number

● SimpleC’s products are designed to help individuals with Alzheimer’s and Dementia.● Created and implemented a customer service department for enhancing client relationships.● Work closely with customers in on-boarding, training, and ongoing support.● Met with customers to learn and understand their business process for on-boarding new residents and to show how the SimpleC products could be utilized to help them close sales.● Responsible for selling to new clients and up-selling to existing clientele. ● Provided customers with onsite demonstration presentations for staff, residents, and family events.● Scheduled monthly calls with each customer to solidify relationships and to share ideas on utilizing the SimpleC products.● Gathered product enhancement requests from each customer to assist the product development team in improving the design of the SimpleC devices.● Assisted the management team in designing virtual customer meetings to help reduce or eliminate travel costs.

● Developed a strategic consultative approach with each client to fully understand their business and to enhance customer relationships.● Created processes for customers to seamlessly use the VoApps technology.● Conducted monthly calls with each client to ensure 100% satisfaction with customer service and technology.● Re-engineered the on-boarding procedure to improve the implementation and training processes for all new clients.● Responsible for negotiating and renewing client contracts.● Updated the monthly forecast report for accurate revenue projection.● Oversaw the development of the customer service department and help desk.

• Responsible for building and managing the overall customer experience for this SaaS start-up• Assisted lead to sales process directly resulting in significant growth success over plan• Responsible for establishing, building, and maintaining client relationships• Led the overall product implementation for several clients• Led the efforts in designing new job descriptions and performance measurements for the Client Success Director position• Created daily, weekly, and monthly reports to monitor Help Desk client requests• Responsible for the overall invoicing process

•Led the efforts in documenting and mapping business processes to show where and how employees were spending their time in various Virginia College campuses and the corporate office. This involved traveling to several campuses and interviewing various departments. This information was used for executive level review to showcase areas for improvement, employee frustrations, and to help build staffing models.•Oversaw and managed the day-to-day operations of the Virginia College Online contact centers from a statistical, technical, and quality perspective.•Improved the overall service level from 70% to 95% and the abandon rate from 12% to 4% in two months.•Created, implemented, and managed the Quality Assurance department that listens and scores calls for all contact centers to ensure students are given the best customer service possible.•Designed a contact center training program to teach the floor managers the key fundamentals of managing people, process, and technology.•Implemented the Interactive Intelligence dialer to improve the outbound call efficiency for the sales, customer service, and collection teams.•Managed relationships with technical vendors and oversaw all system upgrades and purchases.•Created daily, weekly, and monthly dashboards for the department heads that showcased their team’s performance from a call statistical perspective.•Responsible for writing a yearly business plan for improving and enhancing the contact centers.

•Responsible for managing the overall contact center operations for Rheem’s Water Heating Division•Responsible for managing and overseeing a third party business partner that takes incoming technical service calls•Led a team of Information Technology Specialists in evaluating and selecting an integrated telecommunications system (Interactive Intelligence) for replacing an outdated ACD system•Responsible for project managing a complete move of the contact center which included managing the budget and overseeing all phases of the facilities and technology implementation•Improved the contact center service levels and key performance indicators by implementing new processes and organizational changes•Responsible for training, teaching, and developing staff in all areas of contact center management•Redesigned the organizational structure and created new job descriptions to improve efficiencies and reporting structures•Responsible for developing and presenting presentations to established and potential customers

•Provided technical solutions and presentations in areas such as toll-free routing, VoIP, and hosted contact center network solutions to current and potential customers•Participated in numerous customer prospect meetings to review Sprint’s voice services and VoIP offerings•Responsible for managing and deploying contact center consulting engagements to Sprint customers nationwide•Interviewed and worked with customers at an executive level in identifying and solving key business challenges and contact center issues•Provided contact center consulting to an extensive list of clients in many industries including: communications, education, manufacturing, collections, mortgage, healthcare, food, reservations, insurance, retail, chemical, and banking•Provided written recommendations and solutions for contact center customers in the areas of: scheduling, hiring and training, quality assurance, communications, career advancements, organization structure, technology and process assessments, and creating new job descriptions•Assisted Sprint account teams in acquiring new business and assisted in resolving customer issues •Developed and delivered training sessions on contact center basics for several Sprint sales branch offices•Wrote a detailed business plan for expanding Sprint’s contact center consulting services•Worked closely with the marketing team in identifying new product and services for customers