Jonathan S Gray Email & Phone Number

Jacksonville, Florida, United States

Jacksonville Beach, Fl

Jacksonville Beach, Fl

Recruitment Process Outsourcing division acts as an extension of your hiring department, allowing you to focus on employee engagement and retention, while we focus on hiring for your permanent positions. As a Partnership Manager, I was accountable for overall Client Satisfaction and delivery of services to exceed expectations and deliver on results.

Jacksonville Florida

Leader of a client services team supporting programs within the financial, transportation, retail and healthcare industries. Accountable for coordinating and managing all aspects of client programs with indirect accountability for operational performance in three to five contact centers with agent headcount of 1,750. Responsible for $20 – 25 million in annual revenue and delivering on operating profit targets. • Managed budgeting, forecasting and invoicing processes for fortune 500 clients. • Achieved financial targets and implemented profit improvement plans to drive results. • Facilitated change management process for items outside of contractual terms. • Planned and executed large seasonal ramps with sustained program performance.• Recognized for successful implementations for new clients and programs. • Extensive experience with global and domestic implementations.• Designed and implemented internal audit processes to address previous findings resulting in excellent audit results from client.• Streamlined weekly quality reporting which automated reports and reduced time-effort by removing manual work and responsibility from operation and quality teams.• Collaborated with workforce management team to implement client requirement for delivering service level projections and weekly staffing updates.• Identified sales opportunity which added $3 million in annual revenues to company.• Partnered with client to implement new customer relation management platform.• Coordinated and implemented enhanced screening process in healthcare industry.• Managed program ramp down across two contact centers maintaining performance of key metrics.• Led coordination and facilitation of client business reviews.• Identified by senior leadership to assist other programs in lead role to address and improve operational performance, client concerns.

Jacksonville Florida

Responsible for selecting, training, developing, and managing performance up to eight direct reports. Executed strategies to manage staff development, coaching, achievement of key client metrics and productivity in two contact centers with agent headcount of 450.• Led successful implementation of new program and recognized by client during quarterly business review.• Identified cost savings opportunity for client and presented results of analysis during quarterly business review. Recommendation was piloted and then adopted resulting in improved customer satisfaction, lower costs and increased revenues.• Delivered strong client satisfaction results as communicated by client via annual client satisfaction survey. • Implemented processes to achieve client key metrics for 24 months. Service level, average handle time, quality.• Recognized by management for strong management and leadership skills.• Assumed stretch role of senior business manager prior to moving into senior manager client services position.

Jacksonville Florida

Supervisory responsibility for 5-8 on site managers, 3-5 on site coordinators and a workforce of 700 employees assigned to AT&T American Transtech.Establish and maintain extensive relationship with client team to communicate status on absenteeism, attrition, training, staffing, performance measures – results and corrective action plans.Continuous analysis of performance to identify gaps between client goals and results.

Jacksonville Florida

Responsible for all aspects of client relationship and development of account plans with AT&T American TranstechSupervisory responsibility for 6-8 on site managers.Management of day to day client requests for changes, enhancements while keeping operations and client team informed of status.Investigation of key processes to determine root cause of challenges.Responsible for linking on site management team, staffing / employment office and training organization to communicate results, and initiate corrective action plans.

Business Administration

Activities and Societies: Lacrosse Team

Aba, Business Administration

Activities and Societies: Lacrosse and Soccer TeamBusiness Administration