J. Carl Falcon Email & Phone Number

Florence, South Carolina, United States

Providing Process Design and refinement, performance analysis, and Reporting and Design for LegalZoom Customer Care Operations.

Work At Home

Ops Manager ramping a new Government Account working with Emergency Support. Launched in April 2021, responsible for onboarding, training, and recruiting of management team for the account. Owns performance, financials and workforce.

Florence, South Carolina Area

Fast-track promotion advancing through several increasingly responsible leadership positions. As Site Director, focused on telecom clients with seven direct reports; led all recruiting, interviewing, hiring, and training. Accountable for P/L and a $25M+ budget for a facility with 550 agents and 600+ employees. ➣ Set company records for 50% GP (gross profit) and OI (operating income) for FY’16/FY’17.➣ Chosen to simultaneously manage a facility in Wise, VA for six months while new leadership was hired; helped facility save a vital existing client during brief leadership tenure. ➣ Successfully hired 150-200 new employees per month in the first 120 days in a small market; led the facility to outperform more established locations in the same line of business. ➣ Championed the introduction and execution of a new “chronic caller program” to help reduce the most time consuming and least productive customers that call 20+ times a month for support. Significantly reduced such clients within 30 days; saved clients $3-6M a month due to this program. ➣ Instrumental in helping Kingstree, SC location consistently achieve a #1 monthly ranking (out of 50 locations in the company); ranked in top three for 30 straight months.

Florence, South Carolina Area

In charge of managing and developing existing lines of business in addition to helping ramp up new business lines as needed; focused on operations and performance management. Traveled within the Region to help establish and develop new locations in Fayetteville, NC, Eugene, OR, Las Vegas, NV, and assisted remotely for the Philippines. Accountable for managing 25 team leaders including oversight of four remote teams. ➣ Revitalized a struggling facility in Las Vegas, NV that was ranked in the bottom five (out of 50) in productivity metrics; successfully turned around multiple Las Vegas metrics in less than 30 days. ➣ Managed four large client relationships simultaneously, supporting leadership at all levels; led development training for clients.➣ Spearheaded recruiting, hiring, and onboarding of new Sr. leadership; collaborated with existing management on the hiring of entry-level roles.

Florence, South Carolina Area

A vital member of a “cluster” of Team Leaders that oversaw and led teams within the operations, quality, and training divisions. Consistently ranked in the top five of AMs (out of 200) across 50+ locations. Traveled often throughout the US helping leadership with staff performance management training. ➣ Collaborated with other leaders to assist in supporting the Eugene, OR, and Fayetteville, NC locations get ramped up; helped get a new line of business started in Greenwood, SC and provided ongoing support in Fayetteville, NC. ➣ Accountable for maintaining all internal reporting functions, assisted with monthly P&L; acted as the primary point of contact when the supervisor was absent.

Kingstree, Sc

Assumed role as the first Training and Quality Manager in the company within the last 10+ years. Tasked with creating and implementing new quality programs, building reports, digital infrastructure, and quality forms in Excel for staff company-wide. ➣ Conceptualized, developed, and implemented a new Training Ambassador Program to maintain a consistent process for training leadership and ensuring a smooth transition from training to work. ➣ Instrumental in cutting employee attrition in training by 60-70% at Kingstree, SC facility by establishing a renewed focus on staff training and saving the company $250K+ per year.

Milton-Freewater, Or

Promoted to Team Manager and tasked with managing the lowest performing team; successfully motivated and led the entire team to become top performers in the company.

Milton-Freewater, Or

Created internal reports and reporting processes to be used by team leaders and agents across the Region.

Milton-Freewater, Or