Jon Sergi Email & Phone Number

Klamath Falls, Oregon, United States

iQor—March 2004 - December 2019Process Improvement- 1 year • Reviewed client process and expectations, created action plans for compliance, and inspection of processes • Liaison between client and iQor for special requests that require detail and follow up, executed at a high level Operations Manager- 8 years • Reviewed client goals, assess previous month's data, identify gaps in attainment of goals. Provide solution for gaps, educate direct reports on expectations, and follow up • Conduct daily “huddles” with supervisor staff to ensure consistency in fixing performance gaps • Conduct weekly coaching’s to provide feedback and support to direct reports • Conduct weekly meetings with clients to fulfill any request and/or follow upNew hire integration supervisor- 3 years • Facilitated all meetings between operations supervisors and new hires, to ensure consistency • Conducted PowerPoint presentations for new hires to educate on operation goals and expectations • Coached and developed Peer Adviser's to grow within the company, with many becoming supervisor and trainers • Interviewed, tested, and hired, Peer Adviser's to assist new hire classes during nestingSupervisor- 3 years • Conducted weekly coaching’s with direct reports • Utilized relationship-building techniques to motivate direct reports • Challenged direct reports to promote to the next level with great results Quality analyst- 1 year • Meet client-driven quota of quality inspection of inbound calls • Grade inbound calls on quality guidelines • Made suggestions for improvement, followed up with agents directly