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
JILL ROHNER
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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.
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