Ron Jones Email and Phone Number
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Hello, I’m Ron Jones! As a global transformation executive, my career has been all about operationalizing service delivery to achieve excellence in customer service. Whether building call centers and customer support organizations from the ground up, turning struggling operations around or redesigning business models; my goal is to elevate the customer experience while minimizing operating expenses and optimizing business performance. I’m passionate about inspiring teams to improve service quality and make that happen. Agile and with an entrepreneurial mindset and a career of success across companies of various sizes, from startups to multinationals, I can quickly step into any organization, assess the situation, and make the changes required to impact results. In all roles, I institute best practices in workforce management and customer service delivery as I build high-performing and highly engaged teams. Throughout my career, I’ve had the opportunity to lead strategic initiatives as I worked with internal teams and outsourced organizations across countries, regions, diverse cultures, and multiple languages. Over 20+ years, I’ve lived and/or worked in the Asia Pacific region (15 countries). While based in Singapore, I have also lived in the Philippines, Malaysia, Thailand, and India. While others take pride in meeting all standards set before them, my passion is for delivering service that goes beyond organizational expectations, creating a win-win scenario for everyone involved!Connect with me today to find out how I’ll make your mission my mission, to help bring ALL of your business objectives into focus!Core Strengths Include: Strategic Planning ǀ Business Process Outsourcing (BPO) ǀ International Business Operations Management │ Performance Optimization │ Business Development | Process Development │ Process Improvement │ Digital Transformation | Workforce Management Systems │ Professional Services │ Consulting Services
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Chief Operating OfficerMondial Financials LlcTaguig, Ncr, Ph
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Advisory Board MemberUniversity Of Colorado Boulder Jul 2024 - PresentBoulder, Colorado, Ushttps://www.cuboulder.education/ron-jones.html -
Director Of OperationsRevenue Enterprises, Llc Nov 2022 - Oct 2024Aurora, Co, Us• Led operational digital transformation to replace the company ERP system, implementing AI in the customer engagement system. Outlined a people transformation program for team development.• Streamlined Revenue Cycle Management processes for the healthcare industry, optimizing patient access and accounts receivable, enhancing our financial health.• Achieved significant cost savings and efficiency improvements through innovative technology solutions. -
Managing PrincipalAtrotus Group Aug 2014 - Jan 2024Atrotus Group leads transformation in the areas of People, Processes, and Digital by partnering with clients to become a Customer Centric organization. With a focus on People; Atrotus Group creates the Processes, Digital tools, and Data Analytics that support your team in becoming World Class Leaders in your field. Atrotus Software Solutions - Providing Regional SaaS Channel Sales Management: Representing SaaS solutions for the Customer Service Industry in the Asia Pacific Region. CRM, WFM, Queueing, Training Platforms, Call Recording, and Gamification solutions. People Solutions: Recruiting for Executive and Technical roles -
Coo - The VirtualbpoAtrotus Group Dec 2021 - Dec 2023• Led the expansion of The Virtual BPO, overseeing operations in North America, the Caribbean, North Africa, and South Asia.• Implemented cutting-edge technology in Software/AI and hardware to support multiple languages globally.• Achieved significant growth in customer service, sales, technical support, and software development for Atrotus Group.
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Senior Vice President - Invictus SolutionsAtrotus Group Jan 2020 - Dec 2021Strategic Leader of Invictus Solutions, a BPO/TSO firm that specializes in providing world-class customer service.Voted "the Best Partnership in Outsourcing” award from ContactCenterWorld.comAchieving triple-digit growth and double-digit EBITDA improvement through effective workforce management, staffing, and schedulingThe Invictus Technical Support group provides DBA, Network, and Desktop support for Logistical and Healthcare providersInvictus BPO clientele are in the businesses of consumer support for Cannabis, Electronic Consumer Goods, Food Services, eCommerce, Pharmaceutical, and Financial services
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General Motors: Head Of Customer Service: Africa, Middle East, Asia PacificAtrotus Group Jan 2015 - Sep 2017As a Strategic Leader, I coordinated operations of 18 call centers spread across 10 Country Managers throughout Asia, the Middle East, and Africa. I successfully navigated the exit of Contact Centers from African and South Asian markets. I also served as representative of General Motors International Markets on the companies Global Connected Customer Experience Council. I routinely directed Global Standardization of Work, aligning Vendor Management with Global IT vision. Additionally, I facilitated the restructure of mid-market contact centers to revenue-driving, customer-centric organizations. Significant achievements in this role include:Led improvement initiatives, turning mid-market contact centers into revenue-driving customer-centric organizations, reducing costs curves, and increasing market share.Standardized CRM system across markets in partnership with the global team, enabling identification of issues at the local level and the ability to determine global impact and response.Spearheaded transition of GM call centers from a reactive focus to sales, delivering up to 5% of each market's total revenue.Reduced cost curve of Thailand Operations by 10%, while improving customer satisfaction by 16 points.Revitalized Middle East sales lead follow-up, driving a 1% improvement in market share.
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Head Of Customer Service & Compliance - ApacEbay Jun 2012 - Jan 2015San Jose, Ca, UsI was promoted to support the building of the Asia Pacific Customer Service organization and to drive standardization across operations while leading Six Sigma improvement initiatives. In this role, I had the opportunity to create a workforce management model that has been replicated on a global scale Achievement highlights: ✔ Launched the eBay APAC Workforce Management system, from concept to fully operational within 100 days. Improved customer satisfaction by 50% in India within 18 months without increasing costs by facilitating first contact resolution. -
Senior Customer Service ManagerEbay May 2010 - Jun 2012San Jose, Ca, UsLed the continuous improvement program for the eBay Enterprise division supporting more than forty-five diverse clients across three North American locations. Achievement highlights:✔ Decreased contact volume by 13%, delivering significant savings within the first 10 months in the role with the introduction of a structured management system that drove standardization of common processes. Improved first contact resolution, decreasing call back volume to achieve savings.
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Vice President OperationsEperformax Contact Centers & Bpo May 2009 - May 2010Pasay City, Metro Manila, PhI was initially hired to implement phone support for a new client, hiring 500 staff and launching operations within 100 days. Next, I took on an expanded role directing client programs and leading continuous process improvement initiatives, operations support, and training. Achievement highlights:• Spearheaded the launch of eBay's 400-seat phone support program across two locations within 100 days.• Delivered 20% improvement in profitability of two programs within the first six months. -
Director Of Partner Services And SupportMonster Sep 2007 - Apr 2009Weston, Ma, Us• Oversaw global outsourced businesses for Call Centers, Shared Services, and Risk Management operations across four international sites. Played a vital role in transferring call centers from off-shore to US locations -
Director Of Support, South AsiaMicrosoft Oct 2005 - Sep 2007Redmond, Washington, Us• Promoted to Customer Service Manager overseeing South Asia Product Support and Software Licensing Support for APAC and Greater China after serving as a project manager building the regional Customer Product Support organization -
Service Delivery Manager - South East AsiaMicrosoft Jul 2002 - Oct 2005Redmond, Washington, UsPromoted to Project Manager for the creation of Microsoft's Product Services and Support division across the Asia Pacific and Greater China RegionsConsolidated the Product Support operations of 7 countries of South East Asia into a single site supporting all of the languages of the region
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Process ManagementMicrosoft Jan 1999 - Jul 2002Redmond, Washington, Us• Led the implementation of COPC, Six Sigma, and Process Assurance to drive a 24-point improvement in Net Promoter Score for Microsoft Product Services and Support division over a 30-month period.Change Management LeadClassroom TrainerRelief Team Manager
Ron Jones Skills
Ron Jones Education Details
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Singapore Institute Of ManagementExecutive Management -
University Of WyomingAccounting And Finance
Frequently Asked Questions about Ron Jones
What company does Ron Jones work for?
Ron Jones works for Mondial Financials Llc
What is Ron Jones's role at the current company?
Ron Jones's current role is Chief Operating Officer.
What is Ron Jones's email address?
Ron Jones's email address is cc****@****ail.com
What is Ron Jones's direct phone number?
Ron Jones's direct phone number is +197079*****
What schools did Ron Jones attend?
Ron Jones attended Singapore Institute Of Management, University Of Wyoming.
What are some of Ron Jones's interests?
Ron Jones has interest in Social Services, Economic Empowerment, Education, Poverty Alleviation, Science And Technology.
What skills is Ron Jones known for?
Ron Jones has skills like Vendor Management, Outsourcing, Leadership, Process Improvement, Management, Call Centers, Operations Management, Six Sigma, Strategy, Customer Experience, Customer Service, Service Delivery.
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