Larry Jones Email & Phone Number

Texas, United States

Irving, Texas, United States

Responsible for ensuring contact center supervisor teams and their agents are delivering high quality and efficient customer service to our customers. Responsibilities include achieving key metrics for the department, coaching, and developing supervisors to meet/exceed performance expectations, motivating and recognizing team members to hit targets and celebrate success, as well as hiring and onboarding new employees, and fostering an environment based on teamwork and proactive cohesiveness.

Irving, Tx

Provide continual evaluation of processes and procedures and suggest methods to improve operations, efficiency and service to both internal and external customers.Work as a member/leader of special or ongoing projects that are important to area/process improvement.Use appropriate judgment in escalating communication regarding department or employee concerns.Led a team of contact center agents toward the achievement of the established quality, productivity and service level goals.Provided statistical and performance feedback and coaching on a regular basis to each team member.Held others accountable, recognized strong performance and took action when performance is not meeting expectations.Developed a thorough understanding of policies and procedures to effectively handle calls and maximize leadership and development of team.Monitor case activity in the system to ensure proper handling and adherence to policies and procedures.Effectively communicated system and/or procedural changes to agents to promote thorough understanding.Prepares performance evaluations and participates in discussions around performance standards.Created and maintains a high-quality work environment so team members are motivated to perform at their highest level.

Irving, Texas, United States

Monitor, evaluate, and calibrate contact center employee-customer interactions using call monitoring system by performing the following duties. Evaluates a statistically valid sample of calls to determine a program level score for each assigned contract.Provides completed call evaluation forms to supervisors so feedback can be given to customer contact employees.Facilitates calibration sessions to insure that all those doing call monitoring are evaluating performance the same way.Meets calibration accuracy goals.Attends product training to sharpen evaluation skills for specific contract.Responsible for taking client calls every month.

Irving, Texas, United States

Responsible for training and motivating their team of Call Center Representatives as they answer questions, handle complaints, and provide support for clients. Also assist in hiring new employees while monitoring their team’s success on an ongoing basis.

Irving, Texas, United States

Handles incoming customer calls from landline and in-vehicle applications. These calls may be related to points of interest destinations, stolen vehicle location, roadside assistance, remote phone applications, emergency and collision calls, troubleshooting or general customer service. You may also be asked to enroll customer's subscription packages with the main objective to retain, sign up, or downgrade/upgrade subscription services.

Dallas/Fort Worth Area

Dallas/Fort Worth Area

Dallas/Fort Worth Area

Dallas/Fort Worth Area

Responsible for providing customers with a wide variety of options and features in assisting them with booking and changing flight reservations.Achieved “Positively Outrageous Service” Customer service performance rating 1999, 2000, 2001, 2002, and 2003 Handled and resolved customer escalations.

Responsible for ensuring that office of 100 Financial Advisors ran efficiently. Responsible for all office purchases, equipment orders, and repairs. Installed and maintained office equipment and Computer systems

Business Administration And Management, General

Associate Of Science (As), Web Page, Digital/Multimedia And Information Resources Design