Jim Rodden Email and Phone Number
Jim Rodden's Location
Haines City, Florida, United States, United States
Jim Rodden's Contact Details
Jim Rodden work email
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Jim Rodden personal email
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Jim Rodden phone numbers
About Jim Rodden
Confident, strategic, and experienced leader of people, process and technology in the contact center industry with over 17 years leading in complex, energetic, and growth oriented companies. Technical expertise in running over 15,000 contact center seats leveraging the Avaya Aura/Avaya Contact Center Elite infrastructure, Cisco Unified Contact Center Enterprise and Genesys R8 Outbound Dialer positions. Including post merger platform integration, TDM to SIP Conversion, CTI and outsourcing/insourcing initiatives. ITIL Foundation Certified.Workforce Management and Strategic Planning experience by building call volume forecasts and staffing plans for over 12M calls per year. Contact Center Operations, leading a team of over 650 call center agents, supervisors and managers, managing 6 Business Process Outsourcing accounts for Fortune 500 companies in the Consumer Products, Telecommunications, Travel, and Banking industries.
Jim Rodden's Current Company Details
Jim Rodden Work Experience Details
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Chief People OfficerMaryruth'S Dec 2024 - PresentLos Angeles, Ca, Us
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Vp Of Customer ExperienceMaryruth'S Mar 2022 - Dec 2024Los Angeles, Ca, Us
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Vp And Head Of Member ExperienceLanding Jan 2021 - Jan 2022Birmingham, Alabama, UsOverview – Led the Member Onboarding, Reservation Support, Resolution and Contact Center teams. Creating a scalable member experience for a growing start-up by creating metrics, goals, and processes for an emerging industry. Created organizational structure to successfully absorb a 3x annual member growth by simplifying the support model and building efficiency metrics for each group. Improved Net Promoter Score from 17 to 57 by improving training and quality programs while also quickly identifying and resolving service recovery opportunities. Reimagined the Member onboarding experience to engage and support Members from the moment they reserve their Landing until they are settled into their new home. -
Director Customer CareNeiman Marcus Group Mar 2016 - Jan 2021Dallas, Texas, UsOverview – Led the Tier 1 Sales and Support Team, Workforce Management, Vendor Performance Management, Reporting and Contact Center Systems Support organizations for Neiman Marcus. Providing leadership on strategy and performance improvement for 1,200 Contact Center related staff and Contact Center Technology.Implemented Quality improvement processes that increased Customer Satisfaction and was recognized in two categories in Newsweek’s Best Customer Service Awards (Neiman Marcus – 2nd Best Overall, Bergdorf Goodman 3rd Best Online Luxury)Created $6.5M in savings between FY16 and FY19 by creating a more efficient operating environment. Developed and Implemented Outsource Vendor initiative to outsource 300 Seasonal associates to maintain Service Levels during Fall Season, staging deployment of resources to keep expenses flat year over year, while improving Service Levels from 36% to 80%. -
Sr Manager Contact Center Operational SupportCox Communications Aug 2014 - Mar 2016Atlanta, Ga, UsOverview - Led the Requirements and Project Management team for the Contact Center Operational Support organization. Managing projects related to Call Routing, Report and Automation development. -
Director, Internal Contact Center & Voice ServicesCenturylink Apr 2011 - Mar 2014Monroe, La, UsOverview - Led the contact center technology organization, managing the day-to-day operations of 15,000 ACD positions, 35,000 PBX users and the Operator Services/Directory Assistance Infrastructure with a team of 8 Direct Reports, 30 Union Representatives and 69 technical individual contributors. Accomplishments: Accountability and Ownership of the following platforms: Avaya ACD, Avaya Experience Portal, Genesys R8 Outbound Dialer with Voice Portal, Cisco Unified Contact Center Elite (UCCE) with Voice Portal, HP Autonomy Observe and Explore, NICE IEX Totalview, Cisco Unified Communications PBX, Legacy Nortel PBX, Symposium and MPS IVR platforms. Coordinated and lead the migration of over 7,000 contact center positions to SIP Based Avaya ACD, reducing hardware and on-going maintenance requirements by $900,000 annually. Successfully managed Capital Expense budget of over $7M per year within a 3% variance. Successfully managed to achieve all budget metrics for a $12.8M Operating Expense budget, below budget by 3% in 2013, 2% in 2012 and met budget with 0% variance in 2011. Negotiated 2011-2014 Legacy Qwest Avaya Maintenance Agreement to reduce $800K in annual maintenance expenses for a 3-year savings of $2.4M. This achieved CenturyLink-Qwest merger synergies without requiring headcount reductions. Led the initiative to integrate the CenturyLink-Qwest call handling systems to a single infrastructure. Building, justifying and implementing a $20M initiative to unify the contact center networks under a single ACD, IVR and workforce optimization suite. -
Director, Planning & Operations EffectivenessCenturylink Jun 2007 - Apr 2011Monroe, La, UsOverview - Led the workforce management organization including 3 Customer Care support departments; Performance Analytics, Resource Management, Call Routing Design and Development with 5 direct reports and 110 team members Accomplishments: Created Service Level Optimization initiative to reduce payroll expenses by 13% by implementing Just-in-Time staffing model and deploying Intraday Pattern based Scheduling.Developed Neighborhood call routing model to enable CenturyLink to route calls to the most local call center reducing the training requirement for reps to know all CenturyLink states, maximizing local feel while still enabling calls to be routed as efficiently as a full universal model.In-sourced Legacy Embarq Consumer incentive compensation system (TrueComp) eliminated 10 FTEs and $500K in on-going maintenance by leveraging the CenturyLink Data Warehouse and building a new user interface.Unified Call Routing functions during the CTL-EQ merger to provide a single business interface for IT to prioritize projects, consult with business units to optimize call flows and streamline the process to bring changes to production. Directed $7M ACD/QAM replacement project including project requirements, vendor selection, business case development and business unit implementation.Implemented Legacy CenturyTel Aspect CSS IVR and Aspect UIP Outbound Dialer.Provided project management on initiatives including Embarq merger due diligence, creating and managing CTL-EQ Customer Care synergy plan of $17.5M, developing Customer Care budget baselines and managing Customer Care Capital Expense.
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General Manager / Site DirectorPrc Oct 2002 - Mar 2007Overview - Led the day-to-day operations of a 560 seat contact center with 9 Direct Reports, 650 call center team members and center revenues over $25 million with P&L accountability. Accomplishments:Launched a new Sales program for one of the leading mobile carriers in the nation growing the team from 0 to 120 team members while driving the addition of new consumers at a conversion that was number 1 within PRC and number 2 among our competitors.Improved Attrition and Absenteeism to improve center performance against regional benchmarks by 10%.Developed Operations Management to effectively and efficiently manage account teams of up to 200 team members and teaching them to effectively develop their supervisors and team members to provide premier customer service to all of our clients every day on every call.Developed comprehensive call volume forecast and staffing plan for up to 5 million contacts annually including catalog continuity programs, consumer appreciation events, sweepstakes and participation requests. Improving forecast variance to +/-5% of target and staff hours within +/-1% of expectations on a weekly and annual basis. Provided project management on a number of client and internal initiatives including surveying consumers on brand preferences, streamlining event reservation process to improve response rates, and developing call routing strategies to improve efficiency and effectiveness by routing to best available agent group.
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Senior Manager, Planning And Ops EffectivenessSpecial Data Processing Aug 1997 - Oct 2002UsOverview - Created and managed command center infrastructure to manage the call allocation and real time management of over 20 million inbound calls annually. Accomplishments:Consistently met ASA goals of 5 seconds and Occupancy goals of 75%.Managed departmental budget of over $500,000 in payroll and $400,000 in expenses annually.Created and implemented new productivity and schedule adherence standards companywide that resulted $1.3 million in payroll savings within the first year.Managed Operational Efficiency, Service Levels and Occupancy of 6 Business Process Outsource vendors Developed scalable organizational structure, position descriptions and justifications for departmental growth of 480% in 2 years and then shrink effectively by 50%. This organizational plan is still be utilized at SDP 3 years after leaving the organization.Founded and managed the Operations Development team with the task of automating manual tasks to reduce administrative payroll expenses. During the first year of the program my team reduced gross annual payroll expenses by $500,000.
Jim Rodden Skills
Call Centers
Contact Centers
Vendor Management
Telecommunications
Management
Process Improvement
Leadership
Project Planning
Customer Experience
Call Center
Workforce Management
Strategy
Program Management
Voip
Cross Functional Team Leadership
Training
Customer Satisfaction
Team Building
Avaya
Operations Management
Team Leadership
Project Management
Wireless
Integration
Avaya Technologies
Outsourcing
Ivr
Forecasting
Acd
Business Process Improvement
Customer Retention
Performance Management
Avaya Aura
Iex Total View
Crm
Customer Service
Sip
Wireless Technologies
Avaya Communication Manager
Cisco Call Manager
Broadsoft
Autonomy Idol
Service Delivery
Unified Communications
Bpo
Strategic Planning
Account Management
Enterprise Software
Cisco Technologies
Change Management
Jim Rodden Education Details
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Eckerd CollegeGeneral -
Umatilla High School
Frequently Asked Questions about Jim Rodden
What company does Jim Rodden work for?
Jim Rodden works for Maryruth's
What is Jim Rodden's role at the current company?
Jim Rodden's current role is Experience, Contact Center and HR Leader, ex-Landing, Neiman Marcus, CenturyLink.
What is Jim Rodden's email address?
Jim Rodden's email address is jr****@****ics.com
What is Jim Rodden's direct phone number?
Jim Rodden's direct phone number is +180469*****
What schools did Jim Rodden attend?
Jim Rodden attended Eckerd College, Umatilla High School.
What skills is Jim Rodden known for?
Jim Rodden has skills like Call Centers, Contact Centers, Vendor Management, Telecommunications, Management, Process Improvement, Leadership, Project Planning, Customer Experience, Call Center, Workforce Management, Strategy.
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