JORGE J. TOVAR140 Foxfield Park Drive Mooresville, NC 28115-7885 407-328-2802 home/office 407-448-5979 celljtovar@cfl.rr.com e-mail
CAREER OBJECTIVE: Senior level challenges requiring the talents of an experienced professional to progressively guide its Customer Service, Client Services, Contact Center Marketing, and Technology Systems to a status of preeminence within the industry.
SUMMARY OF QUALIFICATIONS: Twenty-five plus years of experience in positions involving progressive levels of management responsibilities from start-up to reengineering of best practices. Proven ability in the areas of administration, P/L, operational know-how, and technical expertise covering all functions of consumer, business to business, and customer service functions through inbound and outbound contact center marketing.
PROFESSIONAL ACCOMPLISHMENTS: Transformed a start-up operation from a negative contribution margin to one that experienced a 765% revenue growth and delivered a positive contribution margin exceeding 250% of target.
Reviewed and purchased state-of-the-art systems to support technologically superior customer contact centers utilizing telecommunications equipment including ACD/PBX, IVRU, online recording systems, and predictive dialers capable of call blending, workforce management software, and customized reporting /data warehousing packages.
Conducted numerous presentations to senior management at call center conferences in Atlanta, Dallas, San Francisco, Seoul, Singapore, and Hong Kong.
Improved operational performance by developing a pay for performance compensation incentive program which resulted in an 8 – 10% decrease in staffing requirements.
Led a team of multi-site Quality Assurance managers to develop an evaluation program focused on results rather than numbers/scores. This led to a culture change which has evolved over time and has improved customer satisfaction.
Developed custom reporting capabilities drawing data from disparate sources which resulted in a real-time understanding of contributions to team’s success at various levels from front line to senior management.
Designed and implemented special customer service or direct marketing campaigns in support of the following companies/organizations: | Inbound | Orkin | | AAA Automobile Association | Prudential Insurance | | Anheuser Busch | Road Runner (ISP) | | AT&T Broadband (MediaOne) | TIAA-CREF | | Brookstone | Outbound | | Charter Communications | GE Long Distance | | Coca Cola | MBNA Bank | | Electrolux | Southern New England Telephone | | FirstUSA Bank | Sprint Long Distance | | Florida Power | Sussholz Diamonds | | FTD Flowers | United Telephone | | Motorola | Working Assets |
EMPLOYMENT HISTORY
Tovar Partners Inc. – Current,Private consultant Adelphia Communications – Orlando, FL 2003 - 2004National Sales Director
Convergys – Heathrow, FL 2002 – 2003Senior Director – Cable and Broadband Operations Morgan Stanley Online - Orlando, FL 2000 - 2002
Vice President and General Manager
Hewitt Associates - Orlando, FL 1999 - 2000
Delivery Group Manager
MediaOne - Pompano Beach, FL 1998 - 1999
Executive Director of Customer Care
First USA Bank - Orlando, FL 1997 - 1998
Vice President Card Member Services
Ruppman Marketing Technologies - Peoria, IL 1996 - 1997
Divisional President and General Manager - Services Group
Sprint TELECENTERs - Maitland, FL 1993 - 1996
Senior Operations Manager, Regional and International Sales and Marketing Director
Response Call, Inc. - Addison, IL 1992 - 1993
Vice President
Time Warner - Chicago, IL and Tampa, FL 1980 - 1992
Various Management Positions
EDUCATION
Northeastern Illinois University, BA, MA, Certificate in Education, Nominated to Who’s Who in American Universities and Colleges.
University of Chicago, Student-at-large, continuing education in Far Eastern Languages and Civilization.
SPECIALIZED EDUCATION
Numerous courses and seminars through the AMA and the Zenger and Miller management program, Purdue Call Center Campus.
AFFILIATIONS
Member of the International Customer Service Association
Direct Marketing Association
American Teleservices Association
Director - Lake Mary/Heathrow Chamber of Commerce
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