Jean Randles Email & Phone Number

Greater Seattle Area

Greater Seattle Area

Bellingham, Washington Area

Greater Seattle Area

• Managed launches and transitions for domestic and international outsourced support teams.
• Managed vendors to achieve, maintain or exceed KPIs.
• Established new business relationships and processes with internal business units.
• Created team to ensure information flow for new product launches/changes to support vendors.
• Led team in root cause analysis of contact drivers, creating and implementing solutions to mitigate contacts and resolve issues.

Woodinville, WA

• Managed 100 seat Contact Center through significant and rapid growth, creating and implementing leadership and operations support structure.
• Created new dedicated teams with specific skills sets and standards for retention and technical support.
• Ongoing enhancement of recruiting and hiring practices to improve employee retention.
• Created Resource Management Department to increase workforce efficiencies in staffing and service levels.
• Implemented Quality Performance Team to improve quality monitoring effectiveness.
• Enhanced new hire and ongoing training efforts through formalized programs, employed professional trainer.

Everett, WA

• Created a 360-degree feedback and performance management process in a web enabled contact center.
• Utilized Customer Relationship Management technology that integrates e-mail, live web chat, and voice transactions with reporting and data base management.
• Helped to create all management tools for contact center from needs analysis, identification of core competencies and recruiting tactics to job descriptions, interview questions, performance reviews, and compensation.

Everett, WA

Viacom was purchased by TCI

• Led Retention and Quality Assurance efforts resulting in an estimated 1 million in revenue retained annually.
• Developed program that became model for Customer Care programs implemented nationally.
• Managed complex projects for cable systems throughout the region involving multiple internal departments and outside vendors.
• Implemented new call center technologies (predictive dialers, quality monitoring/recording, workforce management software, ACD’s) in a regulated environment.
• Created performance standards, measurements and processes.
• Participated in all aspects of staffing, training, budgets.