Teresa Jordan Email and Phone Number

❊I personally get to know you and what your needs are❊I identify several appropriate options❊I set up and attend the tours with you❊After you decide, I am there for you through move in❊Assist you with all of your needs, such as home health, hospice, real estate agent and just listening

Project Manager| Cost Containment| Process Improvement| Productivity Management

RESPONSIBILITIES*Directed a team of 60 people across four locations to identify performance trends and gaps for all of First Data's customers*Developed and implemented a global quality strategy*Collaborated with operations to develop action plans to increase quality, average handle time, voice of the customer survey results, and other key performance indicators*Created policy and procedures that reflected customer's expectation and industry guidelines to drive excellent customer… Show more RESPONSIBILITIES*Directed a team of 60 people across four locations to identify performance trends and gaps for all of First Data's customers*Developed and implemented a global quality strategy*Collaborated with operations to develop action plans to increase quality, average handle time, voice of the customer survey results, and other key performance indicators*Created policy and procedures that reflected customer's expectation and industry guidelines to drive excellent customer service experience*Worked with our partnered vendors to ensure consistency, identify trends within the vendors organization and develop short and long term fixesRESULTS*Increased voice of the customer survey results 10%.*Improved quality assurance analyst productivity by 7%.*Identified call transfers that could be handled by first level; this increased customer satisfaction and decreased average handle time by twenty seconds.*Championed a community service drive that resulted in the largest one-time donation in the thirty year history of the Omaha homeless shelter; it saved the homeless shelter $30,000. Show less

RESPONSIBILITIES*Developed and submitted 200 (annually) sales proposals and Requests for Proposal (RFPs) for prospective clients for First Data's call centers which provided transactional services for financial institutions, transportation, government, telecommunications and the oil industry. *Analyzed client requests to determine if it was in the company's best interest and determine risks*Wrote and managed contracts*Developed, negotiated, and collaborated with all… Show more RESPONSIBILITIES*Developed and submitted 200 (annually) sales proposals and Requests for Proposal (RFPs) for prospective clients for First Data's call centers which provided transactional services for financial institutions, transportation, government, telecommunications and the oil industry. *Analyzed client requests to determine if it was in the company's best interest and determine risks*Wrote and managed contracts*Developed, negotiated, and collaborated with all departments to develop pricing and pricing assumptions*Managed outsourced call center vendor relationships, and managed client relationships. Capacity ranged from 25-200+ seats, revenue was one million annually, inbound and outbound, short term campaigns, as well as long term. *Managed First Data's second largest client relationship-one of the largest on-line payment processors.*Pioneered software to automate the proposal process which reduced development time by 10-25%. This software was implemented corporate wide.*Developed and documented the new business process.*Reformed contracts and statement of works by incorporating tangible service levels.*Worked with partnered vendors to develop a strategy to meet clients' expectations, increase sales, and decrease expense. Show less

RESPONSIBILITIES*Strategically planned and managed budget for the department*Managed personnel in multiple site*Advised upper management on performance needs*Conducted needs analysis to identify process improvement opportunities*scheduled classes and trainers*Developed direct reports*Recruited and led staff in multiple locations*Acted as an internal consultant.*Received Guardian of Excellence Award *Two Leader of the Pack awards*Participated in… Show more RESPONSIBILITIES*Strategically planned and managed budget for the department*Managed personnel in multiple site*Advised upper management on performance needs*Conducted needs analysis to identify process improvement opportunities*scheduled classes and trainers*Developed direct reports*Recruited and led staff in multiple locations*Acted as an internal consultant.*Received Guardian of Excellence Award *Two Leader of the Pack awards*Participated in Project Management Workshop for Trainers by Lou Russell, Learning and Performance Consulting with Jim and Dana Robinson, and Criterion Reference Testing with Bill Coscarell Show less

RESPONSIBILITIES*Joined the management team to facilitate the reorganization of the corporation's training and quality department*Develop processes which improved performance*Consulted with user groups to evaluate requirements*Recommend solutions and facilitate design and installation of new structure*Customers included financial institutions, energy, telecommunications, and catalog companies *Implemented and managed strategic initiatives to gain consistency, reduce… Show more RESPONSIBILITIES*Joined the management team to facilitate the reorganization of the corporation's training and quality department*Develop processes which improved performance*Consulted with user groups to evaluate requirements*Recommend solutions and facilitate design and installation of new structure*Customers included financial institutions, energy, telecommunications, and catalog companies *Implemented and managed strategic initiatives to gain consistency, reduce labor costs and streamlined processes.Researched and analyzed "Best Practices" and implemented process improvement plans. Show less

ResponsibilitiesResponsible for staffing, forecasting, working with new program implementations, budgeting, recruiting, attrition, morale, development of staff, problem solving, reporting and executive summaries to clients.Worked with clients and account managers to develop marketing strategies to improve sales performance.Developed and implemented operational process to integrate new products into Convergys' system with little or no impact to the customer. Decreased new program… Show more ResponsibilitiesResponsible for staffing, forecasting, working with new program implementations, budgeting, recruiting, attrition, morale, development of staff, problem solving, reporting and executive summaries to clients.Worked with clients and account managers to develop marketing strategies to improve sales performance.Developed and implemented operational process to integrate new products into Convergys' system with little or no impact to the customer. Decreased new program complaints by 40% in a six month period.Improved data entry productivity by 30% in three months. Show less