Jerry Dortival

• Championed strategic innovation, introducing work-at-home program and AI solutions, boosting retention by 40%.
• Expanded operations to two nearshore sites, cutting labor costs by 15%, saving $2.5 million yearly.
• Managed six-site operations, ensuring service agreement compliance and minimizing abandonment rates.
• Directed outsourcing with two vendors across four locations, maintaining high service quality.
• Implemented strategies to reduce transfer rates, increasing sales conversions by 12%.
• Spearheaded performance tracking system to identify KPIs for operational improvement.
• Negotiated contract modifications, eliminating costly add-ons, reducing operating expenses.
• Oversaw 450 customer care representatives, managing an annual budget of $19 million.

• Promoted customer service culture, fostering independent thinking and empowerment to resolve complex service issues.
• Championed employee engagement initiatives to foster a fun and enjoyable workplace, resulting in a 25% increase in employee engagement scores.
• Developed service competencies and resolution skills among staff, which led to a 17% improvement in quality scores.
• Closed sales opportunities while maintaining and building client relationships, increasing repeat customer conversion rates by 32%.
• Facilitated projects enhancing customer experience and service fidelity, contributing to overall service quality.

• Increased admission conversion rates by 110% through effective program communication and strategic market engagement.
• Established strategic business relationships, contributing to market share growth.
• Optimized staff scheduling based on call arrival patterns, enhancing resource allocation.
• Created performance tracking metrics to evaluate effectiveness and adjust initiatives.

• Increased revenue from $300K to $3 million per month by expanding operational capabilities.
• Achieved operational efficiencies, reducing labor costs by 60%, enabling reinvestment in growth initiatives.
• Expanded operations from one to three fully functional retail mail locations, increasing service capacity.
• Established key performance indicators for performance assessment.
• Led three subordinate management teams across sales, insurance adjudication, and data entry departments.
• Launched medication mail order programs, enhancing client service offerings and increasing customer satisfaction.

• Managed operations for major pharmaceutical manufacturing facility, achieving 95% on-time delivery rate while optimizing supply chain processes.
• Implemented lean production strategies that saved the company over $2 million annually.
• Streamlined business processes through significant re-engineering, improving productivity by 25%.
• Increased collections conversion rates by 15% through targeted operational strategies.
• Forecasted workload and staffing requirements, creating comprehensive budget template that aligned resources with operational goals.
• Designed staff development plans, facilitating four employee promotions and strengthening team capabilities.

Directed program management and operations for inbound and outbound contact center across two sites with 500 personnel.

Achieved 25% increase in new hire retention rate.

• Realized 9% improvement in service level objectives through strategic planning.
• Enhanced call quality monitoring success rate from 82% to 97%.
• Managed client and vendor relationships through effective communication.
• Expanded lines of service and seats offered by client through value-added services.
• Mentored three managers, fostering leadership skills and promoting career growth.
• Oversaw $10M annual P&L, driving operational efficiency and $1.4M labor savings.