Jonathan Thacker Email & Phone Number

Bakersfield, California Area

General Manager over 500 agents and 9 direct reports handling 22 LOBs. Full P&L responsibility; developed budgets based on call volume and head counts with credits and incentives fully baked in. Ramped site from 265 to 500+, adding 18 LOBs from the Client as a result of exceptional CSAT and SLA performance. On site HR responsibility for Federal and State employment standards. Director over client contracts with BOOST Mobile and Virgin Wireless, Assurance Wireless and Common Sense Wireless.

Des Moines, Iowa Area

Guided strategic planning and management for $7 million Sprint contract. Responsible for 10 direct reports, 7 administrative assistants and a team of 275 employees. Directed co-operative management of an alliance in Winchester, KY, leveraging call volumes. Led product development and technology launches for fast paced Sprint and Nextel clients, developing interactive knowledge base for advanced technical support tier 3 level help desk.

Miami/Fort Lauderdale Area

Certified fiber optic splicing, certified British Naval Connectors, H-Tapping, crimping, lugging, sewing cable, color codes and wire wrapping. Also includes DSX – 1 and DSX – 3 forming and dressing, punch down on CAT 3 & 5. Work in this field assisted in obtained knowledge on how the infrastructures of call centers operate.