Jack Thomas Allen
Operations and Quality Assurance Management
Jack Thomas Allen has over 8 years Call Center experience in Operations, Operations Management, Quality Assurance, and Quality Assurance Management and as a Program Trainer.
Developed a productive management style.
Specializing in Customer Service/Satisfaction and gaining top CSAT results.
Results oriented with a demonstrated ability to lead, coach and develop effective teams.
Skilled problem solving/resolving.
Experienced and effective trainer.
Energetic work ethic, persistent and detail oriented.
Many years of management experience in both the Philippines and USA.
Owned a successful business for 9 yearswith 3 locations.
Past, Successful Outside Sales Rep. (18 Years).
Increased my territory by building strong client and customer relationships.
RUBICON REAL ESTATE
Jack Thomas Allen was salesman of the month numerous times and salesman of the year.
2013 – Present
Operations Manager Sr. Assistant Vice President of Operations
iQor Clark Base, Philippnes
Operations Management – Lead and drive the department for continuous improvement towards set goals. Identify team issues and provide leadership for resolutions based on good judgment. Provide feedback to the Vice President for Operations regarding suggested changes in any areas potentially impacting the success of the account. Continuously introduce and improve tools for motivation of agents and members of management. Ensure that it is multi-dimensional and cost effective. Using accessible reporting, evaluates performance of those individuals and groups within their span of control, and manages accordingly. Identify and recognize and reward those with acceptable performance, and identify and hold accountable those with unacceptable performance. Prepares and submits reports and feedback to the Vice President and client. Responsible for ensuring staffing & headcount are met on a weekly & monthly basis. Ensure all data is safeguarded and individual Client confidentiality is maintained. Work in conjunction with other department to ensure there are no security breaches on the Account. Work closely with the Reporting Group to ensure the accuracy and timeliness of payroll process. Attend weekly, monthly & quarterly client meetings and calibrations. Appropriately addresses human resources issues, such as interpersonal conflicts in the workplace; consults HR for guidance as needed. Conducts the interviewing process and hiring. Experienced program trainer. Jack Thomas Allen is a results-driven Manager with a proven track record of experience positively impacting the performance of diverse organizations. Out of the box and creative thinking. Building top-performing teams, providing the strategic guidance, training and support needed to achieve business goals and client objectives.
2010 – 2013
ARVATO DIGITAL SERVICES
Microsoft Partner Network, Loyalty and Microsoft Online Services
Exceled in many positions. From Quality Supervisor, Lead, Sales/Retention/Billing agent. As aQuality supervisor, I supervised Quality Coaches. In this role I was responsible for the accuracyof evaluations, analysis and overall performance of transaction monitoring. I am proactive inidentifying performance related opportunities including customer experience (CSAT) drivers,conversion influencers, sales, customer satisfaction levers, agent learning opportunities andknowledge management improvement areas by client program. Increased effectiveness with calibrating with the coaches by call monitoring and side by side coaching, goal setting and performance reviews. As a lead in the Microsoft Partner Network Cloud team, I was responsible for the floor management. Manage specialty team of 30+ agents in a specialty MS partner queue. Responsible for reporting, tracking and improving overall center performance.
March 2010 – Oct, 2010
STARVING STUDENTS MOVING COMPANY
Inside Sales Call Center Supervisor/ Partnership Coordinator
Los Angeles, California
Supervising and training new employees, changing the queue when needed, changing orders, finding solutions when situations arise with customers or with one of our branches. Increasing sales. Setting up partnerships with Storage Facilities, Property Management companies, Real Estate Organizations.
2001 – 2009
As the Business owner Jack Thomas Allen was responsible for managing all aspects of the business including hiring, training and supervising employees. Developing sales and marketing strategies. Managing change through effective communication. Addressed human resource issues and provided guidance as needed. I implemented motivational programs to enhance performance. Although I had many competitors I achieved growing into one of the top agencies in our area. Built the company to 3 locations with 6 to 10 employees
1983 – 2001
FORMICA Corporation / HARTER’S Distributing Company
Outside Sales Representative and Solid Surface Trainer
North Hollywood, California
As an outside sales representative for the largest at the time Formica distributor in the U.S. and partially owned by Formica. Jack Thomas Allen sold to our many clients in the West San Fernando Valley, Santa Clarita, Antelope Valley, Ventura and Santa Barbara counties. The majority of my customers were cabinet shops, furniture manufacturers, RV manufactures, counter top manufacturers, trade show exhibit, casework manufacturers designers/architects, Big box stores and Kitchen and bath retailers. Even with many competitors, I over doubled sales in my territory. Generating sales by hunting new accounts and servicing existing accounts. Building lasting relationships with all my customers.Train and facilitate adult classroom training in support of client solid surface training to ensure superior workforce preparation specifically with fabricators. Responsible for the delivery oftraining curriculum to various audience members within the contact center including agents, supervisors, managers or quality team members in the area of Sales, Service or Technical Support for the Surell and Avonite programs. During training delivery, I deliver content, conduct monitoring and develop sales fabrication to our clients.I alsointerfaced with the program client to provide feedback on content structure. Presented complex material in an easy to understand, structured form, to a
larger class of students.
1995 – 2001
RUBICON REAL ESTATE
Real Estate – Owner and Sales Person
Hiring Agents, negotiating contracts and commission splits. Selling houses, townhouses and condominiums San Fernando and Santa Clarita Valleys. Specializing in HUD and other government repo properties but selling and listing regular on the market properties also. Salesperson of the month many times and Salesperson of the year.
Inside Sales Supervisor / Customer Service Call Center
North Hollywood, California
Supervising a team of inside sales people. Training agents on product, sales and customer service. Selling plastic sheets, tubes rods and many other plastics products to our thousands of customers. Answering a very busy phone network, solving escalated customer issues as needed. Within the first year was promoted to this position.
COLLEGE OF THE REDWOODS
Fort Bragg, California
A.A. General Education
DALE CARNEGIE SALES COURSE Glendale, California
1987 – 1991
LOS ANGELES VALLEY COLLEGE
North Hollywood, California
Miscellaneous classes and Real Estate Classes and updates.
Certified in Abacus and Amadeus
Microsoft Excel III
P.O. Box 1312, Fort Bragg, CA 95437