Jamell Dorrough

Jamell Dorrough has a diverse and extensive work experience in the contact center operations industry. Jamell is currently serving as the Director of Contact Center Operations at Alert Communications, where they focus on legal call, intake, and retainer services for law firms. Before joining Alert Communications, Jamell worked as the Director of Operations at OnBrand24 from February 2019 to November 2021.

Prior to that, they held the position of Program Manager at Servicom for twelve years, starting in January 2006 and concluding in December 2018. In this role, they were responsible for managing the day-to-day operations of the SXM account, overseeing a team of four supervisors and over 80 sales representatives. One of their notable achievements during this tenure was successfully launching a new program for SXM with 60 agents, maintaining first place in seven out of eight key performance indicators across four different sites.

Jamell also worked as an Operations Manager at NEO Business Services from July 2008 to May 2009. In this role, they managed all day-to-day operations of programs, including new program rollouts, lead management, and daily revenue commitments. Jamell also provided coaching and mentoring to cross-functional teams and developed supervisors.

Further back in their career, Jamell held the position of Shift Manager at Americall Group, Inc. from October 2002 to June 2005. In this role, they supervised a team of 60-100 sales reps and five supervisors, overseeing attendance, quality, and production. Jamell also trained new supervisors and managed all evening activities on the call center floor.

Overall, Jamell Dorrough has demonstrated a strong track record of leadership, operational expertise, and successful program management throughout their career in the contact center industry.

Jamell Dorrough attended Illinois Valley Community College from 1999 to 2001, where they earned an Associate degree in General Studies. Afterward, they enrolled at Roosevelt University from 2003 to 2005 and obtained a Bachelor's degree in Business Administration.