Mike Jones is Senior Vice President of Contact Center and Revenue Optimization at Holiday Inn Club Vacations Incorporated, where he leads the Company’s award-winning contact centers in Orlando, Florida and Arlington, Texas.
Since joining the Company in August 2019, Mike has introduced new technologies, changed processes to increase efficiency and created the new Corporate Sales group. Leveraging his partnership with IHG and working alongside the Company’s Performance Marketing group, Mike and his team will continue its focus on optimizing lead-generation efforts and positioning the contact centers to support a high level of growth.
A seasoned operations leader, Mike has more than 25 years of experience managing large-scale contact centers, including some with more than 7,500 agents, and integrating cross-functional teams across multiple sites. Before joining the Company, he served as Senior Vice President of Operations, Transition and Integration at Kaplan Higher Education.
Mike earned a Bachelor of Science degree in organizational leadership from Oklahoma State University and a Master of Business Administration from Purdue University Global (formerly known as Kaplan University). In his free time, Mike enjoys spending time with family and friends, fishing and riding motorcycles.
“Events + Responses = Outcomes. The events that occur in our lives are not always within our control. We have 100% control of how we respond though, and our responses will impact the outcomes.”
— Mike Jones