Susan Pendleton-Jones Email & Phone Number

Augusta, Georgia, United States

Altamonte Springs, FL

Responsible for the daily performance of multi-site call center operations, internal and vended. Oversaw the daily processes and strategies for performance of key metrics, with focus on total quality management, net promoter and next call prevention. Call handling of customer care, retention and sales for various lines of business while exceeding goals and.

Panama City Beach, Florida

Hired by VP to manage strategic planning, recruiting and staffing, performance management and financial performance of start up call center. Directed day to day operations for customer care, billing, technical support, retention, training and quality teams. Instrumental in the development and enhancements of policies to meet every changing customer.

Baton Rouge, Louisiana And Dallas, Texas

Startup telemetry company. Managed beta market with responsibilities for recruiting, hiring, human resources, sales, operations and information technologies. - Facilitated development of corporate sales and operational policies.- Lead sales effort in beta market, successful at reaching the goal of placing over 2,000 beta units in service to enhance product.

Pensacola, Florida

Managed the operation fold of acquired companies, overseeing areas relating to policy and procedure re-engineering, systems integration, call center integration, overall corporate compliance and staff reorganization. Interfaced with national call centers and sales leadership to standardize forecasting methodology, scorecards, analytic's reporting and.

Pensacola, Florida

Directed the operational transition of A+ Network and ProNet acquisitions. Simultaneously developed and managed multiple integration strategies and projects involving care and cross functional teams. Interfaced with key stakeholders to ensure seamless execution of system conversions and internal help desk consolidation. Consistently overachieved financial.

Pensacola, FL

Asked by senior management to move to Pensacola Florida to provide leadership to and manage daily performance inbound call center to ensure seamless customer experience integration efforts. Managed service related initiatives including identification of business needs, strategy recommendations, project outlines, and management of new business.

Nashville, TN

A+ network, a paging provider in the Southeast which had service in 600 cities and 23 states nationwide with more than 500,000 pagers in service. Selected by VP to move to Nashville to assist with coordinating and manage the industry's first highly successful automated call center.- Transitioned administrative operations from 30 local field offices to.