Jason C.

Stiegler
714.928.3703 | stiegler.jason@yahoo.com

Business Development & Sales Management

Sales Superior Customer Service Ratings | Call Flow Development

Agile and proven Call Center Operations & Sales Professional with comprehensive experience delivering superior
customer support to deliver sustainable growth in performance, productivity and bottom-line profits.
Savvy, analytical professional with the initiative to identify and resolve issues prior to escalation to maximize success
throughout all phases of sales, customer service and call center operations.
Deliver broad-based, full-scope sales and customer conversion campaigns through superior communication and
interpersonal skills, combining expertise in business development, operations management, strategy and corporate
commitment to success.

Q U A L I F I C A T I O N S & D I S T I N C T I O N S

Communication & Interpersonal Skills

Issue Identification & Resolution
Training & Development
Sales Growth

ROFESSIONAL

Analysis & Strategy

Cross-Functional Collaborations
Call Center Operations
Performance Management

H ISTORY

2014 to 2016: Robert C. Davis and Associates, Atlanta, GA

Call Center Consultant / Sales Coach
Jason partners well with both
Drove strategic initiatives to maximize customer success as an outsourced contractor
internal and external
on behalf of industry leader in call center retention, sales and customer service
customers and does a great
consulting, capturing revenues of $7M+ serving clients such as Direct TV, AT&T,
job of building relationships.
Norwegian Cruise Lines, Blue Mountain and ADT.
He understands and gets
Delivered superior customer and call center management throughout 4
involved with the details of
outsourced contact/call centers for Direct TV.
the job and took on the role
Contributed sales and industry expertise to assess strategies and increase
of partnering with our
bundle package rates, instructing call center representatives on customer
corporate office to help
engagement, consultative sales strategies and overcoming objectives to
rebuild the company call
improve bundle package outcomes.
quality guidelines. As a
Instrumental in growing bundle sales from 27% at launch to 50%, delivering
department leader, he was
$6M in annual sales through directing a team of 250 professionals.
also our training coordinator,
Collaborated among leadership and team managers to set effective
working directly with the
expectations, working closely on coaching and developing training &
training leaders to ensure our
development classes supporting broadband products.
new hire classes were
Led retention strategies at 2 disparate struggling call center sites with
successful.
approximately 60K annual calls.
Increased customer retention through improved customer management, raising initial performance from 73% to 77%
by assessing call flows, establishing and monitoring KPIs and developing a top-performing sales team that connected
with customers to re-establish trust and rapport while identifying and resolving roadblocks.
Instrumental in delivering team and organization success by on-boarding and hiring new hires, establishing and
implementing best practices and streamlining operations to drive improved performance.
Served as partner-level consultant in identifying training areas for managerial improvements, optimizing
operations through appropriate seating and incorporating human talent operations through projected needs
and scheduling while improving employee morale.
Maximized RCD and customer success by contributing expansive knowledge on retention strategies, sales, customer
service, product knowledge, call flow operations, customer offers and competitive assessments.
Consistently maintained expertise on product knowledge and customer promotions to deliver timely and engaging
employee presentations during new hire orientation and through ongoing training and development campaigns.
Engaged employees and management by developing weekly huddles and team meetings to facilitate
communication and ensure in-depth product knowledge throughout the team.
Worked closely with supervisors and agents, executing one-on-ones and side-by-sides to achieve a higher rate
of skill transfer.

Jason C. Stiegler

Page 2
714.928.3703 | stiegler.jason@yahoo.com

2009 to 2014: Cox Communications, Rancho Santo Marguerita, CA

Customer Retention Supervisor (2011 to 2014)
Recognized for expertise and commitment to success with significant promotion within 2 years of hire for a national
leader in providing television, internet and residential telephone services.
Promoted a positive and effective work force by implementing training initiatives
You have been an integral
to ensure all new hires and existing employees throughout the state of California
part of our success of OC
were well-versed in customer retention strategies.
retention since the
Developed and delivered effective and engaging training and educational
beginning. You have
workshops, improving opportunities for enhanced career growth and
always had a good pulse
employee satisfaction ratings.
on the business and I
Contributed to an exemplary sales team by identifying and developing sales
appreciated your insight.
expertise of new hires while managing a team of 20+ direct report agents.
Good luck to you in this
Maintained accountability for 90K calls during 2013, fostering a positive
next phase of your career;
customer experience through individual and team efforts; improved net
I know wherever you land
promoter score by 31% in 2013; improved call quality scores by 14% in 2013.
you will be just as valuable
Led team that exceeded leadership-established goals by 13% during first
to your new team and just
quarter 2014.
as successful.
Exceeded leadership-established retention losses of $22 by delivering $17
Pablo P.
per call, engaging with customers to identify opportunities to maintain business
and deliver superior customer service.
Turned around a struggling call flow operation by serving on the National Committee to rebuild call flow systems,
relaunching operations enterprise-wide to improve customer retention and industry reputation; also served on the
Cox Cares Board.
Instrumental in driving scores from 70% to 80% in customer satisfaction and call quality.
Exceeded CRM incidents by $3 per incident, surpassing leadership expectations and retaining $270K in revenues.
Diligently analyzed customer feedback to develop new techniques that increased customer retention rates.
Maximized team success by establishing monthly initiatives and acknowledgements for contributions and
successes.
Ensured timely and thorough communications with management by generating daily sales reports to educate
leadership on status and to guide retention team and sales personnel.
Collaborated with marketing team to maximize revenues an increase customer loyalty.
Protected stakeholder interests by ensuring compliance with established procedures and guidelines.
Customer Retention Specialist (2009 to 2012)
Honed industry and call center operations expertise by directly handling incoming calls, building customer loyalty
and delivering superior customer service through active listening, value-building and account management strategies
that met customer demands and exceeded corporate goals.
Awarded MPV of the retention department (2010) and selected for Emerging Leaders program (2011).
Engaged in extensive industry research to identify competitor plans and products, maintaining comprehensive
knowledge to facilitate informed communications and sales tactics for various customers.
Contributed to the development of a 2-month contest that increased closed cell leads by 34% over the prior 2
months.
Consistently delivered a polished, professional image through exercising Coxs values and resolving a vast areas of
customer concerns and complaints.
Early Career:
Regional Unit Manager: New Century Mortgage Corporation, Irvine, CA
Senior Account Manager: New Century Mortgage Corporation, Irvine, CA

E DUCATION & P ROFESSIONAL D EVELOPMENT

Business Studies | Saddleback College, Mission Viejo, CA
Licensure: California Health and Life Insurance License (Inactive - 0F98329);
Technologies: MS Office Suite RIO BPA Quality QFinity Avaya Cisco Contact Center Applications & Tools