Jeff Payden Email & Phone Number

Cedar Rapids, Iowa, United States

Cedar Rapids, Iowa, United States

Des Moines, Iowa Area

• General Manager overseeing sales, service, and overall site operations in a 400 seat multi-channel customer contact center for Sears.com
• Directed inbound telephone/chat/email sales & service teams
• Increased conversion and average order value, exceeding annual sales revenue goal
• Delivered highest Customer Satisfaction rating (Net Promoter Score) in the company
• Improved overall employee satisfaction from 34% to 64% through a consistent routine of employee surveys and feedback sessions
• Reduced employee attrition to lowest level among company call center sites

Rockford, Illinois Area

• General Manager overseeing operations for 10+ clients in a 400 seat BPO call center
• In addition to overseeing operations, managed client relationship for a Fortune 200 clien (150 dedicated seats, $5 million contract)
• Propelled center growth from 180 to 340 employees
• Reduced annualized employee attrition by nearly half during first six months of tenure
• Managed forecasting and scheduling for three sites and multiple client programs

Greater St. Louis Area

• Directed multi-site call center operations and Workforce Management planning for the nation’s largest publicly traded water utility
• Directed two sites with 30 supervisors and 300+ CSRs in a union environment
• Responsible for ten person Workforce Management team, overseeing forecasting, scheduling, and real-time adherence for 20,000 daily calls (Avaya CMS, Verint Impact 360)
• Through improved forecasting and intraday management, eliminated mandated overtime
• Reduced workforce Shrinkage from 35% to 31%
• Improved Quality average from below goal to above goal in just three months

Fond Du Lac, WI

• Site Director for the nation’s 2nd largest cable MSO, overseeing 300+ employees, $22 million budget, servicing 5 million customer base
• Leadership over all call center functions (Retention/Sales, Quality, HR, WFM, IT)
• Achieved company leading First Call Resolution mark of 89%
• Achieved department leading Net Promoter Score of +12
• Decreased customer Disconnect rate from 23% to 15%
• Improved bundled product penetration from 54% to 88%

Madison, Wisconsin Area

• Ranking inbound executive for a top-20 contact center outsourcer, directing operations on behalf of Comcast, Time Warner, etc.
• Responsible for Workforce Management, operational performance, call quality, client satisfaction, and employee relations over three sites and 1000+ employees
• Propelled five-fold growth of inbound operations from 100k to 500k monthly calls
• Reduced Absenteeism from 27% to 12% by implementing consistent attendance policy

Greater Seattle Area

• Directed customer service operations for the nation’s 8th largest cable market, servicing 1 million customers and $1 billion revenue base
• Planned, built, and ramped 200+ employee Billing and Collection call center, bettering schedule, budget, and performance expectations
• Maintained 90/30 inbound service level in compliance with local franchise agreements
• Improved controllable Disconnect Rate by implementing competitive stack-ranked monthly bonus plan, realizing 40% reduction in CSR commission expenditures
• Reduced Bad Debt from 4.0% to 1.5% (realizing $16 million in incremental cash flow) by shifting tactical emphasis from mere day-to-day accounts receivable management to long-term customer retention
• Implemented Virtual Hold technology in Retention queue, eliminating wait times of up to 10 minutes during peak volumes

Cedar Rapids, Iowa Area

• Operations executive over multi-site inbound call center operations for a top-five contact center outsourcer
• Executive responsibility over two sites and 1000+ seats; dotted-line over two additional sites and 1000+ additional seats; 3500+ employees total
• Responsible for up to one million daily calls during peak months
• Resolved operational performance concerns with client executives
• Dramatically improved all performance metrics by challenging directors and managers to embrace a culture where “results count”o improved Quality average from 92.5% to 96.2%o increased schedule Adherence from 97.4% to.

Cedar Rapids, Iowa Area

Cedar Rapids, Iowa Area

Bba, Business Administration And Management, General

Education record