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Results-driven senior operations and customer service management professional with nearly 15 years of hands-on leadership experience, generating revenue while also improving work and employee productivity.  Proven call center managment professional.  Self-starter with ability to institute new customer service policies and procedures.  Focused on strengthening the administrative and operational side of a business, while C-Level executives focused on strategic and technical aspects.

Lead a high-volume, multi-lingual inbound and outbound call center providing technical support and customer service to business customers in the U.S., Latin America; Canada; and Japan.
Manage a team of 30 call center agents that provide support to customers of this manufacture of high-efficiency, digital equipment used by associates at Costco, Walgreens, Rite Aid and other retail stores.
Turned around a poorly structured environment that now resolves issues on the first call 84 percent of the time, and in less time, enabling a higher volume of calls to be accepted.

International Call Center Manager Customer Service Manager

Managed a 25-person inbound and outbound call center, including recruiting, hired and training personnel, for this payroll services provider to small and medium sized businesses.
Turned around a disorganized environment by establishing policies and procedures that improved processes and overall morale within 60 days for a call center that averaged up to 300 inbound inquiries per hour.

Senior Manager of Corporate Communications Customer Service

Managed extremely busy five-person office reporting directly to CEO for this small IT outsourcing firm.  Created employee handbook, recruiting, hiring, interviewing and training multiple associates.  Instituted customer service policies and oversaw work and employee performance of technical support.  Inbound call center receiving multiple calls and resolving ticketed issues within a 2 hour time-frame.  Handled accounts receivables and collected outstanding debt.  Project manager to technical systems design remodel to the office.

Operations & Call Center Manager Customer Service Manager

As a Senior Manager I managed all aspects of the sale and trade of residential loan packages and commitments to and from investors.  I developed and maintained relationships with new and existing investors, monitored the sale of purchase packages to investors, and prepared loans for review for on-site and/or shipment for due diligence.  I  supervised the rate lock, pricing desk, loan servicing and back-end operations.  I provided competitor rate analysis using multiple competitor rate sheets.  I supervised a subordinate staff of 50 plus employees.

Senior Manager of Customer Service  & Call Center Operations

I managed and provided reports for various areas of business to business sales, operations, customer service and call center departments to corporate level executives in the subprime arena.  I generated daily, weekly, and monthly analysis on business to business loan pipelines and operational processes, including monthly volume reports, market share analysis, and key performance indicators.  I would also assist in the development and testing of new reports and maintain Access queries for specialized information as needed.

Business Analyst / Customer Service Advocate

I monitored and analyzed the production of all departments by reviewing reports with individual department managers on a daily basis.  I generated pipeline reports, ordered appraisals, and assigned and re-assigned all leads to loan officers.  I successfully managed a dynamic team of 25+ inbound / outbound tele-agents to prospect and generate business selling multiple loan products.

Business Analyst - Call Center Manager

I lead a unit of 8 employees using proprietary collections software.  I was responsible for recovering outstanding debt from our self pay, workers compensation and third-party insurances.  I ensured that my team continuously met and exceeded our monthly goals.  I trained the staff to negotiate and recover outstanding balances and I developed multiple payment methods to reduce the potential write-off of bad debt.

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Find out detailed information about Jon Rogers,  in Costa Mesa, CA

Jon Rogers: in Costa Mesa, CA

Jon Rogers

Noritsu America Corporation

Payday Workforce Solutions

Alpha & Omega Computer & Network Services

Right Away Mortgage

Indymac Bank

Greater Acceptance Mortgage Corporation

Kaiser Permanente

Cantwell High School