Jorge L. Fox
Clearwater,FL
Summary
Acquired, developed, motivated, and retained high-caliber call center managers and top-tier staff. A seasoned leader with over 20 years in call center operations and over 12 years managing large contact centers. Organized and engaged team to deliver performance objectives and provide exceptional customer service. Experienced change agent, building solid relationships at all levels of the organization to move the culture forward in a changing business climate. Focused organizational objectives on the customer in line with the company mission. Generated and executed business and financial plans in response to business strategies. Established key metrics, measures, and controls to achieve business and performance objectives. Able to analyze performance data, benchmarking with all business partners to rework processes for success while establishing a climate that results in exceptional customer service. Committed to continuous process improvements to achieve objectives and quality management. Builds strong relationships with upper management, peers, vendors, and staff to influence success and continuously improve performance—robust and independent decision-making ability and negotiation skills. Forward-thinking Senior Manager was adept at managing teams of 54 employees with four direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Overview
34
34
years of professional experience
Work History
Senior Manager
PMC, Protect My Car
09.2020 - 03.2023
- Monitor queues to verify that calls on hold meet the minimum 2-minute standard.
- Adhered to schedule and drove improvements from 60% to 94%
- Moved quality assurance (QA) from an average of 75% to 91%
- Successfully led customer service improvement project to cross-train all Loyalty agents in the Claims process to ensure one call resolution
- Led and managed a team of 54 frontline customer service, retention, service recovery, and collection agents
- As well as four managers
- Reduced commission payouts by 21% in 2022 while maintaining performance levels
- Reduced staff turnover by 15% in 2022, benchmarking a record-setting improvement in staff retention due to the success of employee development and incentive programs
- Provides leadership, direction, and oversight of the Call Center teams; develops and guides team members to efficiently handle every call by first call resolution and ensure customer satisfaction.
- Proficient in adapting communication style and approach to fit different personalities, cultures, and contexts while maintaining professionalism and respect
- Ensures compliance with all federal and state laws and department rules, policies, and procedures
- Collaborates with other management team members in identifying trends and establishing call center goals supporting the operational activities to meet customer satisfaction
- Identifies new tools and technologies to serve customers better and enhance call center operations
- Creates a team culture of excellence in “client-first” care, demonstrating transparency, accountability, and trust
- Collaborates with key internal and external partners to achieve service level goals and standards; Works collaboratively with other teams/departments to achieve operational efficiencies and performance goals.
- Evaluated hiring, firing, and promotions requests
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives
- Developed proposals and presentations for internal and external audiences
- Held monthly meetings to create business plans and workshops to drive successful business
- Examined quarterly financials to determine the business's operating capacity
- Executed appropriate staffing and budgetary plans to align with business forecasts
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches
- Produced staffing matrix to provide adequate coverage of department
- Carried out and developed social media, e-blast, and public relations campaigns
- Identified cost improvement changes and cost savings plan to increase company savings
- Conducted performance evaluations, compensations, and hiring to maintain appropriate staffing requirements
Omni Channel Customer Service Manager, Furniture
Macys Credit And Customer Service
06.2018 - 07.2020
- Dedicated manager who can obtain outstanding results in a challenging environment
- Utilized problem-solving skills to handle escalated customer issues effectively and efficiently to retain quality customers and loyalty
- Collaborated with business leaders to align organizational strategies with operational objectives and implemented new goals to reinforce accountability for elevated service, employee engagement, and talent development
- Led and managed a team of 35-45 frontline customer service and selling agents
- Promoted 20% of my staff to escalated positions in 2019
- Planned, assigned, and monitored work tasks for optimum team efficiency
- Effectively performed monthly staff performance evaluations
- Developed and implemented system, standards, and learner-centric training with targeted coaching labs to elevate employee performance, engagement, and business results
- Formulated and implemented customer service policies and procedures
- Determine customer service requirements through surveys, focus groups, and benchmarking best practices
- Resolved escalated customer service issues
- Ensured the consistent achievement of customer service levels and standards
- Prepared daily reports of sales, business performance, and trend analysis for senior management and stakeholders
- Consistently managed 32-person staff, effectively resolving issues, which resulted in top ranking out of six teams.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Tier 1 Customer Service and Operations
Kobie Marketing
04.2017 - 06.2018
- Provide end-to-end customer service in a highly technical and fast-paced environment
- Maintenance of best practices in workflow management, including forecasting, staffing solutions, hiring, and development
- Worked with internal teams to ensure adequate resources were delivered and in compliance with the client and adherence to internal policies and procedures
- Implemented updates for promotion calendars and digital enhancements of program guidelines to all business partners and department agents
- Collaborated with internal and external stakeholders to align organizational strategies and infrastructure with new operational objectives and compliance outlined by business partners
- Manage and monitor team schedule adherence to schedules, breaks, lunches, and all PTO requests
- Work closely with the company’s client services team and senior management to develop and implement various training materials
- Responsible for documenting my role, how jobs get done within my team, and how systems work (architecture, services, application flow, business rules, batch processing, the recovery process, etc.)
- Provide quality contact services for clientele, leveraging best practices and operating efficiencies
- Executed training classes for customer service representatives for various top-tier international companies
- Worked collaboratively with client services or product team to gather, analyze and make recommendations based on customer data to improve client efficiencies and costs
- Participated in calibration sessions with clients and reviewed calls for process and product improvement.
Senior Consultant/Account Manager
Intelliteach, Inc
07.2008 - 04.2016
- Independently responsible for overall A/R and the management of client relationships
- Worked closely with CFOs to coordinate strategic and tactical plans to resolve and overcome obstacles for optimum return
- Tracked and monitored A/R accounts, collections, and payment arrangements to reduce the company exceeding $2 million
- Worked cohesively with partners, clients, staff, and firm management to meet all deadlines
- Proven ability to translate strategic plans, objectives, and business goals into actionable, well-defined programs, projects, and initiatives
- Resourceful, flexible, and customer-focused attention to detail and vision ensured that firms exceeded budgetary goals in 7 out of 8 quarters
- Managed all aspects of A/R management, including reconciliation and budgeting
- Liaison between attorney and client, researching and reconciling firm payment histories with clients’ records where necessary.
Senior Manager of Operations Call Center Collections
Department Stores
02.1989 - 03.2007
- Fortune 500 company with $15 billion in revenue in the retail industry
- Reported directly to the Vice President of Credit and Collections
- Extensive call center management experience with a proven track record of exceeding monthly goals
- Trained and motivated a diverse team of 30-50 associates and four executives in a fast-paced environment, handling a portfolio of over $3 MM in receivables
- Consistently surpassed monthly goals, achieving top-performing cycle an average of 9 out of 12 months in all delinquency levels (30-180)
- Developed quality employees within call center to take over leadership positions.
- Drove consolidation process of two retail divisions to a single platform, additionally training management and staff on required protocol resulting in a revenue increase of 33% in the first year.
- Established and oversaw performance targets for call center associates.
Education
Bachelor of Arts - Public Relations, Advertising, and Applied Communication
Fashion Institute of Technology
New York, NY03.1997
Skills
- Risk Management
- Critical Analysis
- Customer Service and Collection Management
- Extensive Call Center Experience
- Fiscal Budgeting
- Engagement and Empowerment
- Needs and Assessment Research
- Customer Relations
- Leadership
Timeline
Senior Manager
PMC, Protect My Car
09.2020 - 03.2023
Omni Channel Customer Service Manager, Furniture
Macys Credit And Customer Service
06.2018 - 07.2020
Tier 1 Customer Service and Operations
Kobie Marketing
04.2017 - 06.2018
Senior Consultant/Account Manager
Intelliteach, Inc
07.2008 - 04.2016
Senior Manager of Operations Call Center Collections
Department Stores
02.1989 - 03.2007
Bachelor of Arts - Public Relations, Advertising, and Applied Communication
Fashion Institute of Technology
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