Jane General

Work History

Ubiquity Global Services

01.2022 - Current

Managed 23 programs with total of 66 line of businesses.
Work with Directors of Program and other senior staff to implement organizations new strategic plan.
Execute on budget forecasts and owns development and implementation of staffing and metric models, reporting and analysis.
Head a team of Workforce Supervisors, Schedulers and Realtime Analysts to support Operations in delivering agreed SLAs with client.
Performed in action and strategic planning process that establishes annual objectives and goals for organization.
Work with clients and use data to identify the changing skills workers will need, skills adjacency, and craft learning and career path plans based on objectives
Controlled costs to keep business operating within budget and increase profits

Atos Syntel GDC

12.2017 - 01.2022

Established productivity tool that resulted to $2,600 yearly company savings.
Work with Director of Operations and other senior staff to implement organizations new strategic plan.
Standardize disposal process, optimizing end-of-life cycle for IT assets and ensuring environmentally responsible practices.
Controlled costs to keep business operating within budget and increase profits.
Implemented and managed comprehensive checkpoint of Software (Applications) Assets, ensuring compliance with company policies and procedures and industry standards and regulations.
Developed and executed service delivery strategies, resulting in 20% improvement in client satisfaction scores.
Led cross-functional teams to ensure timely and high-quality delivery of services, meeting and exceeding client expectations.
Established and maintained robust client relationships, resulting in 25% increase in recurring business and contract renewals.
Successfully managed service escalations, addressing issues promptly and implementing corrective actions to prevent recurrence.

SupportSave Solutions Incorporated

11.2007 - 08.2017

Managed 54 programs and company staffing.
Handled 2056 shared and dedicated headcount across programs and company organizational structure.
Flagship programs headcount increase to 96%.
Work with VP of Operations and other senior staff to implement organizations new strategic plan.
Develop and implement data-driven forecasting models to align staffing levels with business demands, minimizing understaffing instances by 30%.
Lead deployment of advanced workforce analytics tools, providing actionable insights to senior leadership for informed decision-making.
Spearhead cross-functional collaboration to design and implement employee training programs, contributing to 25% increase in employee retention.
Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation
Developed detailed plans based on broad guidance and direction
Built high-performing teams through effective recruitment, onboarding, and talent development initiatives
Controlled costs to keep business operating within budget and increase profits