JAMES A.

JENKS
25189 Cayuga Trail * Lake Barrington, IL 60010
Home: (847) 277-0838 * Cell: (847) 917-0838 * E-mail: jj866ed0@westpost.net

PROFESSIONAL SUMMARY
Dynamic Global Operations, Sales, and Customer Service Professional with 25 year
s contact center management experience * Accomplished strategic manager with pro
ven ability to increase bottom-line profitability * Client management expert, dr
iving revenue growth and competitive advantage * Articulate communicator, buildi
ng rapport at all levels * Operations efficiency specialist, implementing "best
practices" and improving key performance indicators * Success-driven operational
transformation specialist, bringing reality, objectivity, and measurable result
s to organizations * Competitive professional who thrives in a high-expectation,
high-stress environment * Strategic thought-leader and change-agent, building a
nd leading high-performance teams
CORE COMPETENCIES
P&L management * Client management * Inside sales * Business process outsourcing
(BPO) * Customer service * Program management * Process engineering * Benchmark
ing and performance metrics * Multi-site workforce management * Staff developmen
t, training, and mentoring * Successful implementation of customer acquisition,
retention, and loyalty programs * Hands-on, metrics-driven management style * Co
llaborative and team-oriented * Meticulous about quality control * Exceptional f
ollow-through and attention to detail * Proven record of exceeding service, qual
ity, and cost objectives * Excellent written and verbal skills with exceptional
ability to influence and persuade * Passionate about proactive operational excel
lence * Committed to leading by example * Dedicated to exceeding corporate and c
ustomer expectations
PROFESSIONAL EXPERIENCE
SITEL (FORMERLY KNOWN AS CLIENT LOGIC) Nashville, TN
A $1.7B provider of Business Process Outsourcing (BPO) customer care services to
Fortune 500 companies. Offerings include customer acquisition, back-office proc
essing, collections, and technical support. Sitel employs 65,000 employees acro
ss more than 145 facilities worldwide. The company was purchased by ClientLogic
in 2009.
Vice President, Operations - Mar/2009 - May/2010
Reported to General Manager, Americas. Regional responsibility for 8 large geog
raphically-dispersed sites with inbound and outbound functions and more than 2,5
00 employees, providing inside sales and customer service for high-profile, high
-expectation clients.
* Managed $70MM billing and 13 direct reports, improving sales, service, and pro
ductivity in all sites.
* Met General Manager's percentage goal; met or exceeded client sales' goals and
QA expectations.
* Clients included Capital One ($23MM); Cigna ($4MM); USAA ($11MM); Citizens Ban
k ($34MM); and Horizon ($6MM).
* Designed/implemented employee retention initiatives, improving retention rate
in 2 sites by 50%.
* Delivered consistently high performance for USAA, expanding into new site with
150 additional seats.
EARTHLINK, INC. Atlanta, GA
At $956MM in annual revenue, Earthlink is one of the largest ISPs in the US, pro
viding Internet connections to about 3 million consumer and small-business subsc
ribers. The company also offers such services as premium broadband access, VoIP
computer telephony, and Web hosting.
Senior Director, Partner Performance - Jan/2006 - Feb/2008
Reported to Senior Vice President, Customer Service. Responsible for vendor rel
ationship management and operational/process performance improvement in India, P
hilippines, Dominican Republic, and Kenya (10 sites, 4,500 agents). Managed SLA
compliance, rates, plans, resource allocation, and employee roles/responsibiliti
es.
* Managed 5 direct reports.
* Marquee vendors included Sitel, West, Sutherland, and People Support.
* Coached and reinforced expectations down to the coach and agent level, improvi
ng up-sell by 50%.
* Improved productivity by 20% and increased quality of technical escalation gro
up from 90% to 98%.
* Implemented hourly performance tracking, reducing backlog of 2,000 trouble tic
kets to "current" status within 2 months.
* Developed complete and accurate business models including process, data, organ
ization, and change management.
* Key driver in vendor RFP, proposal review, demo, and final vendor selection pr
ocess.
* Created metrics to track and compile vendor service level status reports.
WILLOW CSN, INC./ARISE VIRTUAL SOLUTIONS Miramar, FL
A privately held provider of outsourced call center services from a virtual call
center. Offerings include customer support calls, e-mail, and Web chats routed
to its 10,000 home-based remote customer service agents. Offerings include sal
es and technical support with operations in the US, UK, Ireland, and global expa
nsion plans.
General Manager, Operations - Dec/2004 - Dec/2005
Reported directly to Senior Vice President, Operations. Responsible for field o
perations of 2,000 home-based agents and 14 client programs, including inside sa
les and customer care.
* Managed 10 direct reports.
* Marquee clients included Sears, AAA, and Office Depot.
* Met all annual team account revenue quotas.
* Established clear expectations of agent performance, adherence to schedules, a
nd rigorous performance management, improving internal KPIs by 50% in 4 months.
* Left when company was purchased and new senior management team assumed leaders
hip.
INDEPENDENT CONSULTING SERVICES
Lake Barrington, IL
Startup consulting firm providing comprehensive performance management services
to outsourced, call handling, and customer management firms.
Consultant/Principal - Jul/2003 - Dec/2004
Worked with operations department of Willow CSN, a large sales and service compa
ny, to create a performance management process and results-reporting mechanism t
o increase accountability and results. Subsequently recruited by client to beco
me a full-time, permanent company employee.
APAC CUSTOMER SERVICES, INC. Deerfield, IL
A $300MM provider of outsourced customer-management and acquisition services, op
erating multiple customer interaction centers in the US and the Philippines. Cli
ent verticals include parcel delivery, pharmaceuticals, telecommunications, reta
il, and financial services industries.
Vice President of Operations - Jan/2003 - May/2003
Reported to Senior Vice President, Operations. Developed and standardized field
operations processes (20 sites, 10,000 employees). Managed strategic performan
ce improvement, building and growing winning teams, promoting client and employe
e satisfaction and loyalty, administering financial/operational objectives, and
leading large-scale project and initiatives.
Regional Vice President, Operations - Mar/2001 - Jan/2003
Reported to Senior Vice President, Operations. Managed 6 large geographically-d
ispersed inbound/outbound sites with 2,500 employees, providing customer care an
d inside sales.
AMERITECH (SBC) Hoffman Estates, IL
A $119B international provider of voice, IP-voice, video, equipment, data commun
ications, and professional services to Fortune 500 and mid-market companies. A
division of $12.6B AT&T.
Regional Director - Apr/1999 - Dec/2000
Reported to Vice President, Customer Care. Regional P&L responsibility for 6 cal
l centers with 1,100 service representatives in 5-state territory. Led organiza
tion to top rank (out of 4) in revenue generation and customer retention.
SPEER COMMUNICATIONS Nashville, TN
A $65MM provider of long distance calling cards, video production, and data ware
housing.
Regional Vice President of Sales - Nov/1998 - Apr/1999
Reported to Vice President of Sales. Developed 3-state sales territory, identif
ying new customers and developing market opportunities. Exceeded sales objective
s by 25%. Left when company was sold and sales were outsourced to acquiring comp
any.
PRIOR POSITIONS HELD
USN COMMUNICATIONS Senior Director, Channel Marketing Mar/1998
- Nov/1998
SBC Regional Vice President, Call Center Sales/Support Feb/1996
- Sep/1997
SBC Executive Director, Channel Support
Aug/1994 - Jan/1996
SBC Process Improvement Director Apr/1992 - Jul/1
994
EDUCATION
CAL STATE UNIVERSITY, Dominguez Hills, CA
MBA
UNIVERSITY OF CALIFORNIA, Santa Barbara, CA
Bachelor of Arts
PROFESSIONAL DEVELOPMENT, NOTABLES
* Executive programs completed include:
* Center for Organizational Learning
* Sloan School of Management
* Massachusetts Institute of Technology
* Columbia University School of Business
* Juran Institute for Quality Improvement and Process Management
* Willing to consider domestic or international relocation
* Business travel tolerance up to 75%
* US Citizen
"Jim Jenks worked for me at four different companies and is a consistent top per
former. He has significant experience in driving the productivity results of ca
ll center agents across a wide range of KPIs (CSAT, sales/up-sell, quality, prod
uctivity, and credit policy adherence). Jim's experience includes in-house, at-
home, outsourced, and off-shore centers. He is also an expert at forecasting, r
outing, reporting, and root-cause issue research analysis.
"He is uniquely skilled in improving the performance of call center supervisors
and performance management. He is an excellent team player who can be relied upo
n to drive improvement with little oversight. He is highly respected internally
at all levels and by the management teams of our outsourced providers.
"Jim's style, breadth of business experience, and analytic skills enable him to
drive results across organizations and with no "political" fighting. I highly r
ecommend Jim Jenks."
~ John R. Bowden, Senior Vice President Enterprise Customer Care, Time Warner Ca
ble