Jerry Ellis Email & Phone Number

Tyler, Tx, Us

Coppell, Texas, Us

Passionate about the customer experience, focused on key performance drivers, my team and I delivered YOY appointment booking conversion rate increases adding $9MM to the $267MM booking revenue that the call center team contributed annually. During my tenure dental offices increased from 307 to 560 offices while managing the P&L with YOY reduction in operating expense as a percent of revenue through tactical workforce planning, call script revisions to reduce non-valued handle time, call flow routing, chat self-service and selecting a BPO champion challenger to produce $1MM annualized labor savings. An added win was delivering a 2% abandon rate on 4MM annualized calls in the 24/7/365 call center operations. And AI is in everyone's line of sight and mine too by leading a digital transformation going from an on-premise to cloud based CCaaS platform creating a blended and omni-channel environment with AI voice/text analytics and enhanced self-service options. It is always about the people, but technology sure helps. When you love what you do and value team success every day is rewarding.

Coppell, Texas, Us

Serving and directing the Omni Hotels and Resorts Reservation contact centers with the primary goal to impress and delight our guests booking and service experience. Ranked #1 by JD Powers latest ranking among like upscale brands in telephone reservations experience in 2017. YOY employee retention improvement in 2016 and 2017 including 28% gain in 2017. Reservation conversion up 1% and revenue up over $2 million from 2016. Achieved 2% P&L favorability in my tenure each year. Delivered positive improvement in 2017 annual employee satisfaction survey results. Successfully launched work at home program in new regional market end of 2017.

Austin, Texas, Us

Servant leader responsible for increasing revenue while supporting multiple call centers providing premiere service and sales for utility clients and their customers.Turned positive EBITDA for three straight months (June-August) after nearly two years of month over month negative EBITDA.

Dallas, Texas, Us

Leading and engaging a multi-site service / sales operations team as a supplier of scholastic and jewelry products provided to 3,500 Wal-Mart stores, national jewelry store chains, 130 independent sales offices and hundreds of colleges and universities. Lowered call center and back office operational costs by 40% and $3 million dollars through lean process improvement focus, build-out of near shore call center, cross-training and technology implementation. Collaborative participation in the field to enhance client satisfaction and sales results while also gaining critical voice of customer feedback. Active role on new account bid presentations improving win rates with universities. Enhanced customer satisfaction for 3,500 Wal-Mart stores implementing 24/7 self-service technology solutions for order status updates, call-back features, web enhancements. Increased first call resolution via targeted cross-training, recognition of employees, improved IVR and skill-based routing.

-Client and customer satisfaction-Revenue growth-Efficiency improvements-Workforce optimization-Budget management-Employee development

Basking Ridge, Nj, Us

-Lead workforce management team achieving call center staffing optimization, responsible for process improvements and direct oversight of the on-site vendor management team initiatives.-Managed and collaboratively worked with 3rd party on-site vendor to meet quality and other key performance indicators while lowering vendor fees.-Significantly lowered employee attrition in high volume call center through performance based recognition programs, MBWA and performance based rewards.

Charlotte, Nc, Us

-Delivered an enhanced customer experience, measured by customer surveys, customer retention and revenue growth, achieved by targeted quality and training initiatives to maximize product knowledge, cross-selling and customer retention skills. -Virtual workforce optimization across multiple sites, introducing flexible employee schedules saving hundred of thousands of staffing dollars annually. -Negotiated the opportunity to introduce and manage pilot test of inbound sales team in call center that executive team felt best located at HQ in Boston. This team consistently met/exceeded corporate inbound sales team results.-Created loan mortgage retention plan that saved thousands of customers and millions of dollars in loan values.

-Client and customer satisfaction -Revenue growth -Efficiency improvements -Workforce optimization -Budget management-Employee development

Basking Ridge, Nj, Us

-Meeting exceeding service and sales goals through employee motivation, development and accountability. -Member of management team recognized as Top Service and Sales Center in the nation in 1992.-As a supervisor Introduced and managed new hire Academy Bay to enhance learning curve and knowledge before "graduating" reps to the call center.