Jennifer Strader Email and Phone Number
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As a dedicated professional, throughout my career, I have built track record in developing and leading remote and multi-location centralized call center operations. Moreover, it is my passion to share my knowledge, expertise, and insight on healthcare, manufacturing, telecom/internet, travel & leisure, hospitality, retail, and financial industries. I add value and contribute to the success of the organizations by developing and executing innovative BPO operational processes as well as growth strategies to generate revenue and exceed key KPI targets. On the flip side, my strong communication, problem-solving and adaptability skills are second to none. I am passionate to adjust to changing situations and ensure competitive advantage in a fast-paced environment by empowering high-preforming teams to exceed performance goals. My strength lies in ensuring outstanding productivity and performance through devising strategies for sales techniques, quality, CSAT/NPS metrics, customer churn mitigation, fraud prevention, and performance development. I have a remarkable success history of excellent people management, call center operational expertise, and financial acumen. I am proficient using various tools and technologies including MS Office Suite, providing customer service and performance excellence. During my initial career, I was recognized by employers for the following achievements: Contributed to supporting/delivering on Activus Connect's set of values by collaborating and partnering cross-functionally. Identified areas of opportunities by analyzing performance data while reviewing accuracy of performance incentives. Hired and developed operational support team to perform in alignment with Activus Connect’s set standards. Led Activus systems access for communication platform for all project team, while tracking/reporting employee status. Improved staffing needs and employee satisfaction objectives by implementing flexible schedule model for WAH project. If you want to know more about me, please feel free to connect.
Activus Connect
View- Website:
- activusconnect.com
- Employees:
- 542
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Activus ConnectBroomfield, Co, Us
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Head Of Operations & Sr. Customer Experience ManagerActivus Connect Jul 2019 - PresentOrlando, Florida, UsBased on my credible exposure to the industry, I diligently manage day -to-day operations for profitability and maximizing client satisfaction through delivering exceptional services. It's worth mentioning that I lead operational support teams to ensure positively reflected interactions with clients on Activus. Also, I maintain customer experience operations as well as enforce accurate policies/procedures. • Played a key role in launching Activus Connect for first and second clients including lead generation.• Devised and executed strategies to create win-win client relationships through value-add contributions.• Established comprehensive reporting process to update clients project performance.• Developed and implemented action plans for improvement to drive KPI performance expectations.• Developed and nurtured productive working relationships with key clients to ensure retention.• Optimized interaction between ambassadors and assigned clients by conducting virtual floor teams.• Led master roster documentation management as well as drove and met ESAT objectives.
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Call Center Operational ConsultantSelf-Employed Jul 2018 - Jul 2019I was frequently consulted by BPO and Captive call center site leaders to optimize existing processes/procedures enabling growth and repeatable outcomes across operational branches. Furthermore, I maintained robust relationships with vendors delivering technology solutions to clients. • Developed playbook for recruiting process for BPO's work at home branch and trained corporate HR to frontline recruiters.• Revamped and improved recruiting process and successful hiring of qualified candidates in collaboration with a BPO.
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Director Of Operations And Work At Home Center Of ExcellenceTranscom Dec 2016 - Jul 2018Stockholm, SeI was responisble for managing full P&L, including budget planning and forecasting for multiple accounts with 1300 employees. Moreover, I successfully led employees career growth and advancement within company by motivating, mentoring, and developing skillset.• Reduced annualized attrition trends by end of year as well as achieved 2.5x footprint growth in one year.• Implemented financial and operational improvement plans to assess risk/strength of WAH division.• Spearheaded end-to-end set up center of excellence in offshore location.• Contributed to adoption of COPC standards for account of global technology brand. -
Director Of Operations, Sitel Work@Home SolutionsSitel Sep 2013 - Dec 2016Miami, Fl, UsI efficiently managed employee life and service cycle including recruiting, training, operational performance, and succession planning with year-over-year improvements in operational phase retention. By utilizing my strong analytical skills I conducted daily margin tracking reviews and directed several pilot projects to improve profitability and work accuracy; adopted cross-regionally as part of ELT tasked strategic improvement initiative.• Recognized for consistent service and performance excellence by key clients and Sitel.• Exceeded EBITDA targets by managing multiple accounts ranging in size from 65 to 1500 employees.• Grew steady state business by 4.5x in 3 years with successful peak season growth in retail vertical.• Developed high-performing offshore and nearshore indirect/direct support teams to optimize operational workflow.• Championed growth of portfolio of clients as well as accomplished financial success in execution of services. -
Operations Manager, Work At HomeConvergys Apr 2009 - Aug 2013I led specialty team to manage large work-at-home project with up to 500 remote direct report employees. Additionally, I optimized on-boarding practices for large-scale seasonal ramps by partnering with recruiting and training teams. I remained renowned for launching new lines of business under account umbrella by developing customized reporting solutions and action planning. • Received recognition and rewards for exceptional performance and leadership skills consistently.• Created and executed improved support structure to drive financial improvements through cost savings.• Deployed virtual environment best practices in employee performance/task management to improve operations efficiency.• Defined and presented business review to client and business leaders, while overseeing site performance across multiple key performance metrics.• Developed specialized sales team, while supporting company profitability and meeting retention goals.
Jennifer Strader Skills
Frequently Asked Questions about Jennifer Strader
What company does Jennifer Strader work for?
Jennifer Strader works for Activus Connect
What is Jennifer Strader's role at the current company?
Jennifer Strader's current role is Director of Call Center Operations Profile (Remote); Call Center Management | Quality Assurance | Customer Satisfaction | Business Development | Issue Resolution.
What is Jennifer Strader's email address?
Jennifer Strader's email address is je****@****are.com
What is Jennifer Strader's direct phone number?
Jennifer Strader's direct phone number is +172035*****
What skills is Jennifer Strader known for?
Jennifer Strader has skills like Call Centers, Vendor Management, Outsourcing, Process Improvement, Contact Centers, Customer Satisfaction, Bpo, Customer Service, Coaching, Workforce Management, Customer Experience, Team Building.
Who are Jennifer Strader's colleagues?
Jennifer Strader's colleagues are Ashley Powell, Britney Ray, Richard Pierre, Donald Jones, Shakia White, Timothy Leverston, Antonio Crowley.
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