Jennifer Mcdermott Email and Phone Number
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As a VP - Contact Center at Ancora Education, I lead and manage the support for all internal departments, 22 sites nationally, and various partner programs in the educational field. With over 17 years of experience in contact center and educational leadership, I have a passion for providing high-quality education and customer service to students and stakeholders, and a proven track record of establishing and prioritizing workplace objectives, implementing change management, and motivating others to exceed goals.I have been instrumental in streamlining and optimizing the call center operations, especially during the acquisition of Delta Career Education Corporation, where I previously held multiple director roles. I have successfully managed $5M in budgets and led 6 direct reports across 3 functional departments. I have also leveraged my expertise in Five9 and Salesforce to customize, train, and roll out new dialer and CRM systems, resulting in a 33% improvement in efficiency in call handling. I strive to create a transparent and collaborative work environment, and to enable and empower my team to deliver optimal results.
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Vice President - Contact CenterAncora Education Jan 2018 - PresentArlington, Texas, UsPromoted to run and optimize Ancora’s call center operations during their acquisition of Delta, supporting all internal departments, 22 sites nationally, Ancora Training’s national and international partners, Ancora High School, and Ancora Academy.. Tasked with streamlining and optimizing dialer and WFM resulting in an 11% increase in schedule adherence. Managed $5M in budgets while leading 6 direct reports across 3 functional departments.- Analyzed staffing costs and moved to a direct hire model that no longer utilized temp staffing resulting in over $500k savings YOY- Streamlined the IT Help Desk group by creating a tiered structure allowing seasoned tech to focus on more complicated tickets while cross trained agents were able to assist with basic tasks resulting in a 50% reduction in staffing for the Help Desk team while simultaneously creating a new career path for contact center agents- Transitioned staff to a fully remote work environment in early 2020 with one week's notice. Created training documents and SOPs while ensuring staff had the technology and support they needed to be effective from home. Plan resulted in a seamless transition with zero downtime or loss of productivity- Vetted and collaborated with Numeracle to monitor phone numbers and take remedial action where necessary resulting in 9.42% contact rate improvement over a 3 month time period- Prepare and report weekly on front of funnel actuals v plan for C Suite and Board- Moved to Five9’s platform for Chat and SMS, reducing the number of systems used by employees and improving reporting and visibility. Rolled out software to 3 additional business units, improving first encounter resolution
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Contact Center DirectorDelta Career Education Corporation Feb 2014 - Jan 2018Virginia Beach, Virginia, UsAdvanced to lead and restructure Delta’s call center, which provides support for all internal departments and supports the operations of 38 sites nationally. Managed $4M in budgets while leading 7 direct reports across 3 functional departments. - Led companywide centralization efforts by piloting and rolling out inbound customer service groups and outbound lead management support for 38 sites- Vetted multiple vendors and was responsible for customizing, training, and rolling out of new dialer system (Five9) and new CRM software (Salesforce) which resulted in a 33% improvement in efficiency in call handling- Improved temp to full time staffing model from 23% to 100% full time employees over the course of 7 months which led to a decrease in cost per labor hour of 9.1% -
Director Of Sales - EnvisionDelta Career Education Corporation Jun 2013 - Oct 2014Virginia Beach, Virginia, UsPromoted to oversee third party, outsourced sales operations to drive results and maximize revenue and profitability. Created and managed $3M in budgets to ensure business plan costs were adhered to. Supported enrollments and customer support for 28 programs internationally. - Led team whose conversion rates peaked at 74.7% while maintaining the highest quality average and lowest error percentage by department- Developed and implemented Delta’s Envision Sales Model, which led to a 63% increase in close rate
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Contact And Sales Manager - EnvisionDelta Career Education Corporation Jun 2012 - Jun 2013Virginia Beach, Virginia, UsHired to manage 25+ sales and customer service team members. Communicated detailed results internally as well as directly with the client.- Collaborated to implement Quality Assurance standards and reporting, to ensure standards were met and exceeded, which led to an 11% increase in first call resolutions- Established curriculum and training for over 100 employees while leading training classes of 30+ individuals
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Center Director / Director Of EducationSylvan Learning Sep 2009 - May 2012Bedford, Texas, UsChallenged to build profitable educational center through grass roots marketing and support of center operations. -Beta tested and then implemented use of iPads for all instructional modalities leading to a 26% increase in overall test scores for all programs-Created and nurtured partnership with local school districts to offer after school tutoring onsite which was funded by the Dept. of Education and led to a consistent revenue stream-Grew operations by 13% in an under resourced market -
Third Grade TeacherAlhambra School District Aug 2006 - Aug 2009
Jennifer Mcdermott Skills
Jennifer Mcdermott Education Details
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Gwynedd Mercy UniversityElementary Education And Teaching
Frequently Asked Questions about Jennifer Mcdermott
What company does Jennifer Mcdermott work for?
Jennifer Mcdermott works for Ancora Education
What is Jennifer Mcdermott's role at the current company?
Jennifer Mcdermott's current role is Vice President - Contact Center @ Ancora Education | CRM, Process Improvement.
What is Jennifer Mcdermott's email address?
Jennifer Mcdermott's email address is je****@****aed.com
What is Jennifer Mcdermott's direct phone number?
Jennifer Mcdermott's direct phone number is +175749*****
What schools did Jennifer Mcdermott attend?
Jennifer Mcdermott attended Gwynedd Mercy University.
What are some of Jennifer Mcdermott's interests?
Jennifer Mcdermott has interest in Social Services, Children, Education.
What skills is Jennifer Mcdermott known for?
Jennifer Mcdermott has skills like Leadership, Staff Development, Training, Adult Education, Leadership Development, Sales, Team Building, Higher Education, Change Management, Customer Service, Coaching, Microsoft Office.
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