JILL ROHNER, MSM

Raleigh, NC | 512.627.6709 | EDJR13057@gmail.com | https://www.linkedin.com/in/jillrohner

A LEADING CALL CENTER AND CUSTOMER SERVICE DIRECTOR

Specialized in: Customer-Centric Strategies, Organizational Development, and Building High-Performance Teams
An accomplished Director of Customer Relations with over twenty two (22) years of global inbound, outbound, back-office call
center management experience. Proven ability to direct teams of up to 500 employees in exceeding performance targets and
reaching optimal key performance delivery. A visionary with a record of developing cost-saving opportunities in process
improvements leading to enhanced competitiveness, improved efficiency, and ensured customer satisfaction. An articulate oral and
written communicator with an ability to interface with counterparts across company divisions.
Customer Relations | Call-Center Management | Operations | Inside Sales Management | Negotiations Management
Procedural Turnaround | Issues Management | Service Level Agreements | Client Relations | Persuasive
Communicator

Professional Experience
Customer Care & Call Center Manager, JONES AND FRANK | Raleigh, NC 11/2015- 11/2016
Managed an internal and outsourced customer care team of twenty (20) staff to support a 24/7 petroleum infrastructure
dispatch service.
Decreased email response time on priority tickets from 90% in less than an hour to 90% in less than 15 mins through the
development and implementation of phone and email SLAs.
Drove account service levels and operational standards through the execution of cost-saving processes such KPI scorecards,
one-ring pick-up for inbound calls, etc.
Trained, coached, and mentored employees on newly implemented processes and service procedures, in compliance with
company policy and regulations.

Customer Service & Sales Administration Director, North America BIG ROCK SPORTS, LLC | Morehead City, NC 6/2010 9/2014
Provided strategic leadership and direction to over one hundred and thirty (130) employees of Big Rock Sports customer
service and sales administration teams.
Led operations of moving five remote, independently run, customer service teams into one unified team in two locations.
Redesigned the Customer Service Department through a series of initiatives including: introducing AVAYA CMS, E-Service, call
monitoring, call flow design, IVR script, CS SLAs, KPI scorecards, regular one-on-one employee meetings, and soft skills and
vendor trainings.
Developed and implemented a preregistration system that allowed for fast-track show entry, minimizing process time through
reductions in computer screens and clicks. This lead to the impressive registration of 500 attendees within a 2-hour time span.
Performed training needs assessments and documented new processes and standard operating sales and service procedures.
Worked closely with the Vice President of Supply & Logistics to ship orders to dealers in an organized and methodical manner.
Single-handedly created allocation process for low supply/high demand product groups.
Recipient of the 2013 Presidents Award as a result of outstanding performance.
Travelled up to 25%.

Customer Service Manager, US and Latin America, ANSELL LIMITED | Red Bank, NJ 12/2003-8/2009
Managed division activities of 22 staff, made up of two (2) supervisors, two (2) specialists and eighteen (18) associates.
Led the customer service transition from two remote locations to the corporate office, with an innate focus on customer
retention and satisfaction.
Designed and developed an efficient and productive new call center environment.
Designed and delivered programs for lead generation and product launches.
Motivated staff performance and work operations to ensure operational efficiency and timeliness.

Call Center Director and Manager, EQUISERVE | Edison, NJ 11/1998- 12/2003

Led a team comprised of 500 associates to deliver exceptional customer service results based on call and correspondence
performance targets.
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Ensured client satisfaction through direct operational management which included opening a 500-seat center for Prudential
Insurance during their demutualization process. Working in close collaboration with the client and an assigned team of
leaders this involved: creating trainings, developing standard operating procedures, and procuring office furniture and
supplies.
Held customer service representative accountable to performance targets and evaluated staff training needs when necessary.
Engaged in full-cycle recruitment to source, screen, and interview top candidates for supervisory and agent roles, resulting in
the hiring of 300 new employees.

Customer Service/ Sales Manager & Key Account Manager, MICROWAREHOUSE, INC.| Lakewood, NJ 1994-1998
Led a team of 15-20 associates in achieving service excellence by directly providing comprehensive training, coaching, and
mentoring.
Collaborated with senior management to develop telemarketing operations.
Created standards, guidelines and contact center expectations focused on enhancing high performance sales and client
management.
Participated in the creation of a customer service team for a department specializing in build to own computers.

Education & Trainings

Master of Science, Management Thomas Edison University, Trenton, NJ
Bachelor of Science, Elementary Education Long Island University (LIU), Greenvale, NY
Zenger Miller Front-Line Leadership Training
Continuous Process Improvement Training
Boston University, Understanding and Working with People
IVR Speech Recognition
Six Sigma Green Belt Training