Jamie Kriner
Director of Customer Operations and Solutions @Sequential Technology International
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WORK HISTORY
Director of Customer Operations and Solutions @Sequential Technology International
Bethlehem, PA, US
Managed an escalation help desk; triaged business and consumer-level issues- Managed an inbound team for both English and Spanish Bilingual - 30-50K IB calls - Managed a back office set of seven contracts covering order fallout teams, with over 100K interactions monthly, Chat and Ticketing support, outbound calling, and an escalation team for ordering issues- Managed client services/ProServices teams- Managed Quality Assurance (QA) and Compliance for several internal contracts- Managed Training and Development (T&D) for the site with support to partner locations- Managed Facilities and Site Lead responsibilities- Managed P&L for assigned contracts- Staff was onshore with some in remote roles, while the majority were onsite
EDUCATION
University of Phoenix
Master of Business Administration - MBA, Business Administration and Management, General
Sparta High School
High School, High School Diploma
PennWest Clarion
Bachelor of the Finer Arts - BFA, Technical Theatre - Design, Direction, Management
University of Phoenix
Post Master's Certificate of Business Administration , Business Administration
University of Phoenix
Doctorate of Business Administration - DBA, Business Administration and Management, General
PluralSight
Continued Education
SKILLS
ABOUT JAMIE KRINER
Experienced Manager and Director for Operations and Service Delivery/Client Services. Experienced with both international and domestic footprints, compliance and auditing requirements, and BPO Telecom. Experienced in SaaS, B2B, B2C, D2C, Gov, start-ups, and large-scale corporations. P&L management ~10M+ yearly. Credly:
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