Jevon Warden

Experience

• 

  Spectralink Corporation

  Feb 2006 - Oct 2018

  Project-Driven Achievements:• Recovered $1.2M+ in uncollected revenue and saved approximately 12-thousand monthly through resolution of operational efficiency gains.• Substantially improved revenue through recapture and renewal of client accounts, and deepened client relationships resulting in $3M in maintenance contract renewals and value-added services.• Reduced losses of $1M through identification and closure of internal operational gaps and increased operating margin by 30% for largest account by renegotiating contract.• Developed and maintained program to manage deployments of new and existing services for over 1,000 locations for Spectralink’s largest accounts.Oversee business development and growth strategies as a leader of the Spectralink Client Engagement Program.• Orchestrate all aspects of client retention and account management for high-profile clients such as Gap, Lowes, and Kroger.Worked cross-functionally with Sales, Vendors, Partners, Technical Support to ensure project success.Accountable for revenue and corporate profitability, project management, business process improvements, operations management, and leadership of client engagement team. Provide comprehensive reporting and tracking of client account performance. Collaborate with executives in business development and strategic planning, business analytics and metric tracking, and presentation of value-added services. Show less Project-Driven Achievements:• Recognized as #1 service vendor for major clients, including Lowe’s.• Played integral role in decreasing escalations from 50% to 10% and increasing speed-to-answer and first time call resolution.• Effectively reduced average wait time from ten to two minutes through onboarding of a third party call center and operations streamlining.• Developed support model and trained partners to scale up customer support capabilities• Led large-scale migrations to cloud-based call distribution systems and reduced overall costs while increasing data visibility and metric feedback scope.Directed global Technical Service Center with oversight of large migrations and a 22-member team.Ensured the efficient delivery of exceptional client service and support with accountability for Technical Service Center operations, including staff training and performance management, vendor collaboration, partnership development, resolving escalated accounts, and global process improvements. Monitored and analyzed metric and performance feedback in order to increase productivity, efficiency, and service levels throughout service lifecycle. Show less

  • Americas Enterprise Client Manager - Project Manager

    Oct 2016 - Oct 2018

  • Sr. Global Technical Account Manager, Services

    Feb 2006 - Oct 2016
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  TTEC

  Jan 2018 - Dec 2020

  Business Analyst, Product Manager
• 

  Deloitte

  Dec 2020 - Sept 2022

  Product Management Consultant
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  Charter Communications

  Aug 2022 - now

  Lead Product Manager