Jennifer Prentice Email & Phone Number

Parker, Co, Us

Denver, Colorado, United States

Primary point of contact for key strategic clients, supporting both day to day operations and long-term initiatives while driving revenue and product adoption across a complex product suite, bringing together resources and groups for a seamless client support model for IB/OB Voice, AI, Quality, WFM, and analytics.The innovation and leading capabilities of LiveVox are now being integrated with NICE's CXone - the most complete cloud CX platform, infused with Enlighten—AI purpose built for CX—to ensure every customer experience flows, every time.

Englewood, Co Usa

Managed and improved the customer experience for a dynamic BPO organization, for 20+ clients across the world. Lead an outstanding team of 110+ experts in multi-channel customer interactions around the globe, from North America to the Philippines, finding creative solutions and insightful analysis to drive our business and our clients’ goals forward. Not just call centers, but AI/bot development, cutting edge tech solutions, and advanced data and analytics offerings without traditional QA to drive both increased revenue and CX.

Greater Denver Area

Net+Positive is a Colorado based futures technology company committed to bringing the exciting changes in solar and electric technologies home. We consult with clients on a wide range of new tech from electric vehicles, solar, and heat pump technologies, designing entire systems to change lives, and I am dedicated to delighting the customer throughout the process. Moving from dependence on big energy companies and fossil fuels to an energy abundant lifestyle is a significant change in thinking, and making sure the customer is confident and comfortable throughout the process is critical to success. Whether it's moving a company fleet to 100% electric vehicles or a solar/heat pump system for a single home, customer delight is the goal. I have used CX journey mapping, surveys, social media, increase customer happiness while gathering and analyzing data to improve the business and the customer experience going forward. I have created and executed CX strategies at the corporate level as well as turning the experience into metrics and actionable reporting to drive a customer experience based culture within the company.

Greater Denver Area

Advanced through the ranks of MCI and found continued success after the Verizon buyout through focus on organizational goals and flexibility in finding the correct actions to meet those goals. Responsible for all Quality strategy, programs, and monitoring for Verizon Wireline Customer Service, including all inbound/outbound service/sales and Tech Support centers, vendor partner centers (domestic and international), for both Residential and Small Business channels. Created Voice of the Customer survey program and delivered remote call monitoring and evaluations for the business, as well as managing and developing people and systems for the Quality department. Directed a large, dynamic organization of 3 tiers of employees, hourly and salary, including call monitoring professionals and supervisors, IT/development support personnel, as well as the global program manager group and reporting & analytics department. Focused on delivering large and small scale special projects and analysis, for executives, marketing, legal compliance, call centers, and Verizon’s Six Sigma VLSS organization.

Denver, Co

Utilized excellent organizational and prioritization skills to handle all install and verification services for MCI’s door to door sales organization, managing a team of 20+ people working directly with field agents and customers to ensure timely delivery of ordered services.

Greater Denver Area

MCI Business Markets - High Performance Center in Greenwood Village, CO. Integral part of a small group responsible for the install and delivery of all products and services sold by one of MCI’s largest Business customer services centers.• Developed, presented, tested, and implemented a work from home project for the department, a first-of-its-kind initiative that increased output by 20% and decreased costs by 10% • Top 5% in Sales in center every month for Small Business products

Bachelor’S Degree, Business Administration, Management And Operations

Six Sigma Black Belt Certification Course