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► I am highly effective in operations management and strategic planning, with experience delivering results in management rolesoverseeing call center operations across multiple industries.► My success is driven by my ability to lead strategies that effectively improve productivity while meeting operating and fiscal targets.SUMMARY► Engaging operations and strategy leader possessing a winning blend of management expertise, skill in the oversight of teams, andpractical experience.► Leverages a unique mix of strategic and analytical expertise, consistently exceeding performance goals by aligning the effort ofstrong teams with organizational objectives.LEADERSHIP HIGHLIGHTS★ With VMS Biomarketing, supervises six direct reports with a workforce management team that manages up to 200 nurseeducators.★ Directed the development and deployment of a Workforce Management System that strengthened scheduling, forecasting, andmanagement of call center operations.★ Established methods to gather and report client feedback and evaluate the performance of contact center agents. IntroducedNatural Language Processing to improve the number of calls monitored from less than 1% to more than 80%.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲Specialties: Operations Management, Strategic Leadership, Improving NPS, Advisor to Leadership, Regulatory Compliance, ContactCenter Operations, Team Leadership, Workforce Management Systems, Call Monitoring, Quality Assurance
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OwnerSchurman EatsIndianapolis, In, Us -
Chief Executive OfficerJen R Chavez Llc Apr 2024 - Present
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Director Call Center OperationsRedefined Growth Marketing Apr 2024 - PresentSheridan, Wyoming, Us -
Operations Support ManagerVms Biomarketing Jul 2021 - Mar 2024Indianapolis, In, Us★ Directs non-clinical operations while improving call center workflows to increase efficiency and productivity. Develops forecasts,schedules, and pricing models.★ Manages six direct reports with a team that oversees up to 200 nurse educators. Automates processes using Salesforce.★ Directed the development and deployment of a Workforce Management System that strengthened scheduling, forecasting, andmanagement of call center operations.★ Established methods to gather and report client feedback on the performance of contact center agents. Adopted NaturalLanguage Processing to improve the number of calls monitored from less than 1% to more than 80%.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT VMS BIOMARKETINGVMS BioMarketing offers virtual engagement, patient support, healthcare provider education, and clinical trial support services. -
LeaderDr. Tavel Optical Group Jan 2019 - Jul 2021Indianapolis, In, Us★ Directed call center operations, improving responsiveness to inbound calls and website inquiries to enable a higher volume ofappointments and revenue.★ Established formal scoring and evaluation of calls, implementing monthly performance metrics for all agents.★ Adopted Salesforce as the company’s CRM platform, enabling real-time scheduling of appointments through the website.★ Delivered improvements that included a new automated call distribution system and streamlined call routing, leading to areduction in the abandonment rate by more than 8% within 60 days.★ Credited with bringing the insurance approval process from 40 offices into the call center and managed by two employees.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT DR. TAVEL FAMILY OPTICALDr. Tavel Family Eye Care is a local eye doctor that operates 40 locations across Indiana. -
Manager, Signature ServicesWindows Llc Dba Renewal By Anderson Dec 2017 - Jun 2018★ Managed the customer experience for white glove accounts spending up to $100,000 for window replacement projects acrossOhio, Indiana, Tennessee, and Michigan. Directed a seven-person team.★ Designed a customer service model based on the use of pods of designated representatives responsible for specific regions.★ Created an escalation protocol for high-value accounts. Improved the NPS by 20% within 90 days of joining the company.★ Overhauled communications to ensure brand consistency and improve the level of professionalism.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT RENEWAL BY ANDERSONRenewal By Anderson is a subsidiary of Anderson Corporation dedicated to replacement windows and doors.
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Director Of Client ServicesTsd Global Oct 2016 - Nov 2017★ Aligned call center operations with the expectations of AT&T Business, a key client.★ Collected, tracked, and presented call center performance metrics to AT&T stakeholders, and communicated customer requeststo call center managers.★ Overhauled training modules to expedite new hire onboarding. Improved retention by 15%.★ Defined performance metrics that led to a 12% increase in Quality Assurance scores in 30 days.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT TSD GLOBALTSD Global is a leading international BPO providing customer care, inside sales and back office support to some of the largest brandsin the world.
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Contact Center ManagerSpeed Commerce Jun 2014 - Oct 2016Las Vegas, Nv, Us★ Took over an understaffed call center, building out the workforce to meet seasonal surges in demand. Improved operations inDallas before managing training for call centers in Ohio, Texas, and Mexico. Managed up to 10 supervisors.★ Consolidated QA operations for four call centers and approximately 600 agents into a single location and team in Ohio. Thisinfluenced new training strategies that lowered turnover.★ Improved Average Handle Time by more than 120 seconds and secured a 15% improvement across all KPIs.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT SPEED COMMERCESpeed Commerce is a full-service third-party logistics provider (3PL) and call center that offers a suite of order fulfillment solutionssupporting merchants.
Jenny Chavez Skills
Jenny Chavez Education Details
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Concordia University ChicagoCommunications & Political Science
Frequently Asked Questions about Jenny Chavez
What company does Jenny Chavez work for?
Jenny Chavez works for Schurman Eats
What is Jenny Chavez's role at the current company?
Jenny Chavez's current role is Owner.
What is Jenny Chavez's email address?
Jenny Chavez's email address is sh****@****hoo.com
What is Jenny Chavez's direct phone number?
Jenny Chavez's direct phone number is +121425*****
What schools did Jenny Chavez attend?
Jenny Chavez attended Concordia University Chicago.
What skills is Jenny Chavez known for?
Jenny Chavez has skills like Customer Satisfaction, Leadership, Customer Service, Training, Management, Team Building, Sales, Call Centers, Crm, Sales Operations, Coaching, Direct Sales.
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