Todd Jennette

Created and managed the call quality program and team. Produced data analysis, reporting, and executive summaries for local and senior leadership. Hosted call calibration sessions, evaluated calls, coached agents, and mentored leaders.

Managed two call centers (53 FTEs) representing six HVAC, plumbing, and electrical companies, handling over 25,000 inbound/outbound sales/service calls monthly. Oversaw a $2.7M budget, WFM, staffing, training, and SLA compliance. Increased sales by 18%, decreased costs by 10%, and decreased turnover by 15%.

Administered Department of Defense programs and four call centers that handled over 60,000 calls monthly. Oversaw a $9M budget and employed 80% wounded warriors and individuals with disabilities. Implemented process improvements to enhance operational effectiveness and achievement of SLAs.

Started an entrepreneurial sales business specializing in antiques, collectibles, goods, and memorabilia. Handled customer service, reporting, purchasing, inventory management, photography, listings, and shipping.

Managed the Customer Relations Department, including blind and visually impaired staff, handling over 8,000 calls and 14,000 orders monthly. Oversaw a $600K budget, staffing, training, coaching, reporting, and process improvements. Implemented process improvements that enhanced workflow, productivity, and the customer experience.

Managed a technical support call center which handled over 60,000 calls monthly. Increased referral sales by 300%, FCR by 10%, and decreased attrition by 7%. Improved the hiring selection process and raised call center morale through mentoring and team building.

Managed business optimization Agile projects, achieving over $10 million in annual cost savings. Oversaw business and IT teams through all project phases, improving the customer and user experience. Wrote requirements, use cases, project plans, and test cases, and facilitated new user training.

Oversaw data reporting, analysis, and trending for a national call quality program, including 13 call centers. Created executive reports and data visualizations for local and senior leadership. Hosted calibration meetings with leadership, facilitated training, evaluated calls, and coached phone agents.

Evaluated recorded customer service calls and provided timely feedback to agents and their leadership. Hosted call quality calibration meetings with local leaders and training sessions for new hires. Coached underachieving associates to help them meet call center standards.

Handled customer and provider inquiry calls regarding Commercial, Medicare, Medicaid, and Pharmacy products. Assisted callers with medical questions regarding health insurance eligibility, benefits, and claims. Knowledgeable of appeals, coding (CPT and HCPCS), medical terminology, and revenue cycle.

Completed a Bachelor of Arts degree with a focus on History. This program provided a strong foundation in analytical thinking and research skills.

Earned an Associate of Applied Science in Business Management. This degree equipped me with essential business principles and management practices.