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John Jj Jenkins
Director, Client Solutions @Alorica
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WORK HISTORY
Director, Client Solutions @Alorica
Indianola, IA, US
Provider of global BPO services, delivering contact center solutions through multi-channel contact management / multi-national facilities strategies: • Key participant on project teams for multiple programs start-up – technologies, staffing, production processes and measures • Assist with key account contract negotiations and pricing models • Build solid relationships among client contacts as well as internally, and deliver results by matching solutions with client need to ultimately grow account ideally earning sole provider rights • Earn consistently high client satisfaction ratings • Optimize client relations by ensuring that Account Management is gathering accurate business requirements, forwarding requirements internally for effective execution, and maintaining ongoing client interaction and consultation to ensure added value for the client in their efforts to proactively manage their businesses • Serve as key inter-departmental liaison among Sales, Legal, Finance, Billing, AR, Operations, IT & Technology, Telecom, Reporting, Compliance, QA, & Training • Proactive, results-driven, team-oriented approach building synergistic intra-supportive organization • Partner with and develop relationships with critical internal resources for workforce management, forecasting and reporting • Assessing overall performance: work product quality, productivity and production. • Develop strategic employee focused programs that resulted in low attrition levels and measurable increase in employee satisfaction • Restructure/re-organize multiple segments of the operations to increase total efficiencies • Develop and implement inventories reporting, and productivity and production tracking • Assist with design of QA and audit programs targeted to identify compliance shortfalls and refine training and personnel performance and productivity management • Operational metrics management, ensure client SLA’s are met, optimizing revenue • Special projects management
EDUCATION
United States Naval Academy
Bachelor of Science, Physical Science
ABOUT JOHN JJ JENKINS
Broad-based, 25+ years executive leadership experience with captive as well as outsourced multi-national contact centers at increasing levels of responsibility in customer experience management involving various aspects of Strategic Account Growth, Global Outsourcing and Business Strategy Consulting. My experience includes management of start-ups, projects, personnel and personnel administrations, operations, production analysis, remittance processing, and sales and marketing. Assignments have included staff and line positions with experience in developing, planning, and executing both short- and long-term strategies. Projects have involved development and implementation of comprehensive systems and processes, including computer technologies, to optimize performance, competitive position and risk management. Goals have consistently focused upon development of synergistic organizations, providing premier service, and enhancing overall productivity and production. AREAS OF EXPERTISE - Organized, take-charge director with exceptional follow-through and attention to detail - Customer Experience, Quality and Process Improvement expert with track record of implementing - Effective communicator who works well with individuals on all levels - Accomplished strategic leader with proven ability to increase bottom line profitability best practices and improving operational KPI\'s
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