John Perton Email & Phone Number

Jacksonville, Fl, Us

Jacksonville, Fl, Us

Jacksonville, Florida, United States

Leading provider of domain name registration and web development services, catering to small and medium-size businesses by providing a variety of subscription services including design, hosting, e-commerece, lead generation, mobile commerce, online advertising, search engine optimization, and social media solutions.Integrated the use of Tableau across the Customer Support, Sales, and Fulfillment departments, creating executive level and front line dashboards and enabled real-time… Show more Leading provider of domain name registration and web development services, catering to small and medium-size businesses by providing a variety of subscription services including design, hosting, e-commerece, lead generation, mobile commerce, online advertising, search engine optimization, and social media solutions.Integrated the use of Tableau across the Customer Support, Sales, and Fulfillment departments, creating executive level and front line dashboards and enabled real-time reporting for the first time in the 20 year history of the company.Initiated the use and provided SmartSheets and Atlassian Confluence training to improve project documentation and management.Managed the migration and training of 150 job positions to the Philippines resulting in a cost reduction of 70%.Provided Pega CRM Project Management support.Coordinated internal resources and vendors for the flawless execution of projects.Planned programs from start to completion involving deadlines, milestones, and processes.Owned and develop relationships with vendors/partners, working with them to optimize and enhance company systems.Utilized continuous process improvement methodologies to constantly out-perform customer expectations. Show less

Jacksonville, Florida Area

Leading provider of cutting edge recruiting software, onboarding software, and applicant tracking systems for Staffing, Corporate HR, and RPO Recruitment Outsourcing.Re-engineered company business and quality assurance processes providing customer satisfaction improvement of 36%.Provided key customer support management resulting in increasing the number of new customers added to the company portfolio by 25% on a monthly basis.Key contributor to creating a company… Show more Leading provider of cutting edge recruiting software, onboarding software, and applicant tracking systems for Staffing, Corporate HR, and RPO Recruitment Outsourcing.Re-engineered company business and quality assurance processes providing customer satisfaction improvement of 36%.Provided key customer support management resulting in increasing the number of new customers added to the company portfolio by 25% on a monthly basis.Key contributor to creating a company business plan that attracted substantial funding from an investment group. Show less

Jacksonville, Florida Area

Global business process outsourcing (BPO) company that provides a full range of front-to-back office solutions.Director, Project Development and Management at TRG Customer Solutions, a global BPO provider focused on customer care and tech support for Fortune 1000 firms with 4000 employees in North America, Asia, and Africa. Project Manager for new Apple 550 seat call center site (securing $2M in state grants) and new program additions for AT&T, Sears, and Amazon.Turned… Show more Global business process outsourcing (BPO) company that provides a full range of front-to-back office solutions.Director, Project Development and Management at TRG Customer Solutions, a global BPO provider focused on customer care and tech support for Fortune 1000 firms with 4000 employees in North America, Asia, and Africa. Project Manager for new Apple 550 seat call center site (securing $2M in state grants) and new program additions for AT&T, Sears, and Amazon.Turned around the viability of one of the company's key sites by improving the attrition rate by 70%, lowering absenteeism by 50%, improving employee satisfaction rate by 35%. Increased sales performance by 20%, achieving the number one vendor status resulting in being awarded additional call volume and a new business line opportunity with the client.Directed planning, implementation, go-live execution, and performance improvement of projects, while adhering to strict deadlines and budgets.Managed cross-departmental and vendors resources for IT, associates, and facilities. Show less

Calabasas, California, United States

Provider of online banking services to mid-market banks and credit unions in the United States.Managed, analyzed, and iterated customers and agent processes, removing the barriers that impeded the creation of net promoters and enhancing the customer's experience achieving a score of 8.8 in customer service satisfaction, and 9.7 in training satisfaction (based on a score scale of 1 to 10).Championed a customer and agent experience-focused environment, driving the Small Financial… Show more Provider of online banking services to mid-market banks and credit unions in the United States.Managed, analyzed, and iterated customers and agent processes, removing the barriers that impeded the creation of net promoters and enhancing the customer's experience achieving a score of 8.8 in customer service satisfaction, and 9.7 in training satisfaction (based on a score scale of 1 to 10).Championed a customer and agent experience-focused environment, driving the Small Financial Services teams and working with internal partners to deliver experiences that resolved customer issues, attracted and maintained agents, and created promoters out of both groups.Positioned the department favorably to garner recognition for excellence in client services support for 2 consecutive years by Customer Sat.com.Slashed call and email volumes by 10% via the implementation of a customer self-service program.Authored a Virtual Call Center Business Plan that is projected to deliver over 30% in cost savings in space allocation and personnel recruitment/retention.Facilitated the largest onboarding of new hires in the company's history by re-designing the training curriculum. Show less

Cedar Rapids, Iowa, United States

Provider of outsourced Contact Management Solutions for both business-to-business and business-to-consumer sectors.Formed and maintained advantageous sales and client relationships with large customers, including DirecTV, AOL, Bank of America, Vonage, Gerber Life Insurance, and Wells Fargo. Ensured the optimal performance of all areas of Call Center Operations, Account Management, Quality Assurance, and Training, supporting 8 facilities with more than 2,500 employees… Show more Provider of outsourced Contact Management Solutions for both business-to-business and business-to-consumer sectors.Formed and maintained advantageous sales and client relationships with large customers, including DirecTV, AOL, Bank of America, Vonage, Gerber Life Insurance, and Wells Fargo. Ensured the optimal performance of all areas of Call Center Operations, Account Management, Quality Assurance, and Training, supporting 8 facilities with more than 2,500 employees. Defined organizational structures. Created job descriptions. Developed processes/procedures. Created operational policies. Turned around the viability of the region by restoring profitability after 2 straight years of losses.Distinguished the region from all others by meeting all company EBIDTA goals.Heightened overall region quality scores by 25%.Improved KPI performance by 33%.Maximized resources, which included improving call center seat usage from 40% to 85%. Show less

Start-up domestic and international contact center customer care company.Contributed to decision-making serving as a key member of the executive team. Provided direction to catapult this entrepreneurial start-up to business success. Defined strategic direction and developed long-range plans. Led all facets of Project Management, Operations, Account Management, and HR. Forged and strengthened relationships with venture capital firms. Participated… Show more Start-up domestic and international contact center customer care company.Contributed to decision-making serving as a key member of the executive team. Provided direction to catapult this entrepreneurial start-up to business success. Defined strategic direction and developed long-range plans. Led all facets of Project Management, Operations, Account Management, and HR. Forged and strengthened relationships with venture capital firms. Participated proactively in long-term business planning, new client proposal development, and contract management and negotiations. Drove selection processes in regards to customer relationship management (CRM), technology, and workforce management solutions. Show less

Global BPO provider of customer support, technology, and services focusing on the design, implementation, and delivery of exceptional customer experience.Championed strategies to ensure that client needs are met in full alignment with corporate policies, procedures, and vision. Managed client relationships with companies such as American Express, AT&T, Disney, Chase, Citibank, Wells Fargo, AT&T, Pacific Bell, Apple, Cendant, Bell South, and USPS. Presided over 4 call centers… Show more Global BPO provider of customer support, technology, and services focusing on the design, implementation, and delivery of exceptional customer experience.Championed strategies to ensure that client needs are met in full alignment with corporate policies, procedures, and vision. Managed client relationships with companies such as American Express, AT&T, Disney, Chase, Citibank, Wells Fargo, AT&T, Pacific Bell, Apple, Cendant, Bell South, and USPS. Presided over 4 call centers with 6,000+ employees and 3,000+ seats. Chaired the Regional ISO 9002 and Y2K compliance committees. Show less