Ric Jimenez Email & Phone Number

Texas, United States

At The Jetty Group, we are passionate about navigating the ever-evolving landscape of technology. We understand that in today's dynamic business environment, harnessing the power of technology is crucial for success. That's why we've made it our mission to guide businesses through this intricate terrain, offering unparalleled expertise and tailored solutions.

San Antonio, Texas Metropolitan Area

- Responsible for driving operational efficiency and effectiveness within and across departments. Partners with senior leaders to develop and link strategic goals and objectives with key improvement and operational scaling initiatives. Serve as a catalyst for process improvement initiatives within complex operations through expert collaboration with departmental leaders. - Conduct strategic planning for the department and contribute to strategic planning for the division. Develop and implement strategies that enables the organization to scale during periods of hyper-growth positively impacting the customer experience, employee engagement, and revenue materialization. Lead the development and implementation of KPI’s to measure and monitor business outcomes within and across departments. - Architect, plan, and direct the establishment of an Operational Excellence team in alignment with the needs of the business.

San Antonio, Texas Area

Responsible for supporting the rollout of the Process Excellence (PX) discipline and providing program/project management support for a number of process improvement and innovation projects. Defining and implementing transformational solutions that drive cross functional change throughout the enterprise.

San Antonio, Texas Area

Operational Excellence – Lean Six Sigma Black Belt •Operational Excellence partner to several senior leaders in various business units across the enterprise. Work side-by-side with leaders as a trusted advisor to drive change and overall improvement within and across organizations.•Implemented organizational KPI’s, operational dashboards, and mechanisms for continuous improvement to assist leaders in driving organizational accountability•Developed strategic plans through the use of maturity models, as well as, driving tactical execution through the use of lean process design, project management, balanced scorecards, and Kaizen •Experienced leading initiatives and driving results throughout many different business functionso Cybersecurity | Supply Chain Mgt. | Software License Mgt. | Inventory Management | Identity & Access Mgt. | Customer service | Startup Business lines | Product Lifecycle Mgt. | Sales & Marketing | Campaign Mgt. | Cloud Computing | Compliance and Risk Supply Chain Operations – Operational Excellence •Headed a cross functional initiative using Lean Six Sigma principles that resulted in 84% (92 day) improvement of E2E deployment cycle-time and 40% improvement of first past yield for all global Cloud infrastructure •Implemented supplier performance scorecards, Root Cause Analysis & corrective action plans. •Developed executive dashboards for the tracking Forecast-to-Revenue, associated CAPEX, days of Supply, and forecasted demand•Led the development of a Deployment System

San Antonio, Texas Area

Manager of Supply Chain Deployment•Led the establishment of a new organization responsible for the successful deployment of the on demand Rackspace Cloud infrastructure representing > $2MM of monthly spend. •Development and implementation of organizational policies, procedures and professional development plans Sr. Manager – Business Operations •Responsible for overseeing multimillion dollar monthly budget for Rackspace Support organization including; Budget planning, Expense management and forecasting, Budget to Actuals reporting and variance analysis, Reporting and analysis of organizational financial KPIs •Lead meetings with executive leaders to identify, plan, and prioritize strategic staffing needs•Develop business cases complete with key financial measurements (ROI, NPV, and CBA) to support key business initiatives; Evaluation / validation of business cases Engineering Manager (Team Lead)•Fully responsible for leading a team of System Engineers and Account Mangers to support a customer base of $2 MM monthly revenue; Managed all aspects of customer relationship; Led 14 Account Managers and Technicians; Responsible for measuring and managing performance of customer service from both speed of service and quality

San Antonio, Texas Area

Business Operations – Workforce Management• Developed and managed strategic planning for call center consolidation and cost saving initiatives.• Business lead on multimillion dollar Workforce Management system improvement initiativeo Developed business case to support improvement strategy including financialso Led software vendor selection and product evaluationso Participant in contract negotiations and SOW documentation with software vendoro Business liaison for software implementation team• Responsible for overseeing workforce management of all outsourced customer service locations (domestic and offshore) including:o Providing strategic staffing requirements for outsourced siteso Monitoring daily and weekly staffing performance of outsourced siteso Hosting weekly conference calls with outsourced vendors executive staff to discuss staffing performance

San Antonio, Texas Area

Sr. Manager of Customer Support • Responsible for leading all phases in the establishment of a customer support center providing customer service to all large scale government contract clients within Harcourt Assessment.• Lead in implementing contact center foundation including: project timelines, organizational budget, call routing schemes, facilities layout & redesign, methods & procedures, and performance metrics • Responsible for leading a team of supervisors responsible for providing world class customer support• Responsible for interfacing with clients, typically Department of Education staff, regarding customer service issues, results, and service level negotiations.• Accountable for providing executive level updates regarding center performance.• Led collaborative sessions among Sr. management for identifying tactical & strategic customer service needs.• Collaborated with IT to establish business requirements for the development of automated call center technology including a CRM solution, and an order fulfillment solution.

Greater Atlanta Area

Sr. Manager - Customer Operations Strategy • Responsible for the strategic management of Global Call Routing solutions (Cisco ICM) and customer service call traffic through each of the company’s 22 call centers and 12,000 agents. • Owner of reporting, statistical analysis, and publication of customer service call center productivity data to company executives including CEO, COO, & CFO.• Project lead in the development of a multimillion-dollar company wide solution for multidimensional data management and warehousing.• Business lead in the development the development of a real-time call center reporting dashboard.Sr. Manager - Workforce Management • Collaborated with the Customer Service Executive VP to determine standards and goals for call center productivity performance. • Led executive level review sessions of call center performance data, forecast call volume, and staffing resources to meet performance objectives.• Coordinated with HQ leadership and field organizations to develop a standardized headcount reporting structure.Process Improvement / Compensation Manager • Engineered a standardized call center commission compensation process handling a monthly payout in excess of $250K to more than 1,300 employees.• Led a team to in the development and implementation of an enterprise wide automated commission compensation system. • Accountable for monthly analysis of revenue generation through vertical feature and wireless handset accessory sales• Developed and implemented call center direct fulfillment procedures.Process Improvement / Quality Assurance Manager • Developed and implemented methods and procedures for quality assurance process during call center ramp up for a center receiving >1.5 million calls/month.• Conducted and published statistical analysis of all QA related information.• Identified area of opportunity to meet world-class service objectives.• Developed and conducted QA training for call center leadership

Master'S Degree

Lean Six Sigma Black Belt Certification

Bachelor'S Degree, Biology/Biological Sciences, General