Jonathan Long Email & Phone Number

Keller, Tx, Us

Texas, United States

Texas, United States

Bedford, Texas, United States

In my most recent role, l collaborated with sensitive department to reduce risk and address business bureau complaints. I schedule all clients monthly, quarterly, and yearly meetings (clients: Microsoft, Biglots, Wayfair, Menards, Loves Travel, and Amazon) and report on the KPIS and loss ratios. I oversee organization-wide operations to enhance efficiency of executed processes, while reporting directly to global head of operations. I work closely with sensitive department to reduce risk and address business bureau complaints. I monitor parts and labor costs for repair/replacement as well as develop and deliver solutions to improve repair and replacement decisions. I am also responsible for developing and maintaining record of monthly losses and key performance indicators as well as offer feedback to management and customers. The achievements from this role have included the following:- Reduced monthly repair costs by an average of 200 per repair.- Oversaw development and implementation of parts recovery program, generating $ 350K in savings.- Manages offshore BPO.- Steered development and execution of decision process to oversee loss ratios, costs, and decision-making, resulting in minimizing operational costs.- Worked closely with directors to leverage processes/procedures and improve overall management of the assigned clients.- Ensured optimization and automation/auto-adjudication through creation and execution of new solutions and operational processes.- Sustained loss ratio of 1.4% on an annual portfolio totaling $650M by aligning all consumer teams to strictly follow T&C for each client.- Steered initiation and execution of survey program (NPS/Ask nicely) to track and measure client satisfaction with an average NPS score of 70 on monthly basis.- Led multi-client portfolio with annual claims exceeding $600M+ by leading team of call managers and warranting claims adjustor, loss mitigation, and domestic and offshore (BPO) in office and virtually.

Grapevine, Texas, United States

During my tenure as Senior Operations Supervisor, I have and launched dialer strategies based on marketing programs, including TV and print ads. I have ensured effective oversight to inbound and outbound calling program along with documenting and delivering feedback to callers as well as management. I have directed complete establishment of call center from initial software design and strategy to policy development. I have Recruited and interviewed call center representatives, leads, and supervisors. I have assessed agent performance through KPIs across fast-paced, high-volume, and results-driven culture. I oversaw new state-of-the-art call center operation from the scratch during 2017. I have led development of call center policies and procedures; showcasing day-to-day activity for appointment setting and confirmation.The values I have driven during this role include the following:- Enhanced contact rates by formulating email templates and mass email strategy in collaboration with marketing team. - Brought in house and started with 5 people and grew to 75 people by utilizing leadership skills.- Drove lead generation and enhanced customer satisfaction/retention through creation and implementation of online chat program. - Administered control over call center operations fully functional as of March 2018 with 74 full time associates reporting directly, averaging over 7M monthly in sales.- Achieved SLAS and program results, including call center performance and loss ratios, by creating, preparing, and meeting with all clients for MBR/QBR (Monthly/Quarterly Business Reviews).

Irving, Texas

During this role, I have directed team of 20 members in both mortgage collections and inbound sales for retail checking, savings, and credit card accounts. I have executed call quality monitors on daily basis to achieve organizational target in compliance with state and federal regulations. I have organized and led special projects such as call quality calibration for team and departmentThe values I have driven during this role include the following:- Surpassed sales and loss mitigation targets by managing KPIs.- Streamlined business operations by developing and leading team.- Drove 13% increase in production for 2016 by originating and steering sales training classes for site.- Achieved and exceeded monthly revenue goal of 7M to an average of 12M within two years as well as exceeded yearly revenue goal in 2014 by 45% and 70% in 2015.

Irving, Tezas

Managed a que of past due auto loan customers ranging from 30-120 days past due. Made and received inbound and outbound calls to negotiate payment arrangement and discuss long term solutions that resulted in delinquency reduction.

Salt Lake City, Utah

Responsible for establishing, developing and maintaining a territory of business to business relationships with wholesale mortgage brokers. Effectively managed a territory with visit to customer sites to further develop profitable relationships.

Irvine, California

Manage team of 15 Collection associates tasked with reducing delinquency, minimizing company’s financial losses, monitoring que assignment and reviewing work to ensure compliance to all company quality, state and federal rules, regulations and laws are being followed.