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Dynamic Details- and Results-Focused Leader Committed to Optimizing Multi-Site Global Call Center Operations Initiatives
Multi-Site Call Center Operations Management ￨ Profit / Loss ￨ Start-Ups / Turnarounds
Team Building / Training ￨ Process Re-Engineering ￨ Process Optimization ￨ Change Management
Program / Project Management ￨ Multi-Channel Delivery ￨ Customer Acquisition ￨ Forecasting
Strategic Analysis / Planning ￨ Trends Tracking ￨ Workflow Prioritization ￨ Account Management
Highly Accomplished Leader who drives companywide growth, creates targeted call center initiatives, provides world-class services, and cultivates a strong employer image with superior quality. Enterprise Change Agent who offers solutions-centric critical thinking for insightful results to align with a company s vision, value, and goals while maintaining cutting-edge technical skills and international industry trends awareness. Proven Turnaround Expert who rises above business challenges to boost the bottom line and achieve winning outcomes within high-expectation, high-stress environments, including quickly adapting to rapidly evolving client and / or market scenarios. Excellent Communicator who develops solid relationships with decision-makers, stakeholders, and clients of diverse cultural, ethnic, and socioeconomic backgrounds, and who leads teams by example and with ethics and integrity to create a success-based culture.
Harte Hanks, Xxxxxx, XXXXXX
Capitalize on the opportunity to lead forward-thinking operations of a 700-FTE outsourced call center site for this $600-million global provider of integrated direct marketing and BPO services, including delivering inbound / outbound and email support for a major shipper (i.e. FedEx) and technical support for marquee clients such as Stanley Black and Decker, DeWalt Tools, Sonic, Xxxxxx Instruments, and STMicroelectronics. Serve as a designated Client Services Director tasked with managing direct relationships with executive-level client leadership. Continually focus on agent excellence through engagement / coaching while establishing a transformative workplace culture that promotes enhanced employee morale.
Reduced employee attrition from 21% to 7%.
Grew revenue from $18 million to $42+ million at its peak.
Successfully managed 3 key clients across 14 lines of business and 2 sites.
Won companywide Employee of the Quarter honor only 5 months after date of hire.
Led profit / loss accountability for $42 million, and increased head count from 500 to 700.
Significantly improved enterprise-wide morale, and raised staff engagement from 10% to 90%.
Developed a Passion Team to raise money and provide financial assistance to agents in need.
Increased customer compliments by 80% due to customer experience-focused communications.
Enhanced community recognition and transformed image by fostering a good neighbor approach.
Transformed at risk FedEx and Black & Decker clients to attain new extensions and winning contracts.
Sitel, Albuquerque, NM
Utilized broad scope of industry knowledge toward turning around a $1.7-billion Business Process Outsourcing (BPO) provider s contact center employing 1,100 FTEs and delivering sales, customer care, technical support, reservations, and retention across 5 LOBs within retail, media, and insurance verticals. Directed diverse departmental units, including human resources, staffing, team building, training / development, IT / network services, security, and facilities operations.
Grew accounts from $67 million to $84+ million.
Delivered a 15% increase in gross margins month-over-month.
Reduced monthly staff attrition from 25% to less than 5% via synergistic coaching.
Achieved 86% NPS by leveraging enhanced employee selection processes and training.
Contributed sharp analytical abilities toward cost-effectively managing $84 million in profit / loss.
Built profitable relationships among top clients, including AAA, Starbucks, DirecTV, and TOMS Shoes.
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Microsoft Corporation, Las Colinas, XXXXXX
Global Advocacy Team Manager North America (Xbox Fraud & Commerce)
Strategically steered the turnaround of fast-paced contact center operations for a global commercial group across 3 sites in 2 countries for this $85-billion Fortune 500 multinational technology company, including developing new processes to transform the department into a world-class service provider. Led targeted decision-making for the largest Xbox-devoted Tier 3 support team, including tripling the team in 2 months to 400 agents across multiple sites in the U.S., England, and Singapore. Proactively resolved fraud and billing issues while providing technical support to 20+ million global customers.
Reduced monthly attrition to 2% with 95% of agents exceeding productivity goals.
Eliminated Tier 2 support by establishing a proactive direct contact by a Tier 3 team.
Eliminated a 39,000-case backlog, and reduced a 30-day turnaround to less than 24 hours.
Increased C-Sat scores from 80% to 92% the division s all-time highest C-Sat achievement.
The CMI Group, Carrollton, XXXXXX
Senior Team Manager Collections
Drove growth by recruiting, on-boarding, and managing 300+ FTEs providing collections and billing activities within this $26.2-million outsourced collections agency. Promoted services for high-profile Time Warner, Suddenlink, and Comcast.
Improved C-Sat from 60% to 95%, and reduced monthly attrition from 45% to 3%.
ACS A Xerox Company, Federal Way, WA
Played a vital role in delivering excellence in senior-level leadership for the division s large-scale flagship contact center employing 1,000+ FTEs. Coordinated and managed all operational initiatives, including staff recruitment, team building, training / development, workflow prioritization, and human resources, as well as client services, securities, and facilities activities. Led proactive sales and upselling efforts, as well as superior customer care, billing, and Tier 1 technical support.
Led efforts to reduce employee turnover by 50% in only 4 months.
Upheld #1 Verizon ranking in quality, retention, budget control, and cost reductions.
Cost-effectively managed a $30-million budget for this $6.5-billion provider of BPO services.
Additional Professional Experience
Senior Project Manager ￨ Senior Program Manager (Contract) GDH Consulting 2009
Associate Director Contact Center T-Mobile 2008 2009
Site Director ￨ General Manager PRC (Alorica) 2007 2008
Senior Solutions ￨ Transition Architect ￨ Manager IBM 2005 2007
Master of Arts in Management Webster University
Bachelor of Science in Criminal Justice (Pre-Law) Midwestern State University
Graduate-Level MBA Studies in Telecommunications Management University of Dallas
HDI-Certified Help Desk Manager ￨ PMP Training ￨ Six Sigma Training
Kronos ￨ Avaya ACD ￨ Aspect ACD ￨ NICE Systems ￨ I.E.X. ￨ Microsoft Office Suite ￨ Microsoft Project
Executive Board Member ￨ Education & Workforce Development Chairman Economic Development Council
Program Director Kiwanis of Xxxxxx
Board of Directors Wrangler Ranch
Board of Directors (Former) ￨ Corporate Involvement Director Habitat for Humanity
United States Army Active / Reserve (17 Years ￨ Last Rank as Major)
Hiring Agent Name
I am exploring a new career opportunity within a challenging [ Insert Job Title ] role, and I believe that I can make a positive contribution to your success. Please note that I am willing to travel and / or relocate as necessary.
To acquaint you with my background, I offer proven talents in Multi-Site Call Center Operations Management, Profit / Loss, Global Start-Ups / Turnarounds, Team Building / Training, Project / Program Management, Customer Acquisition / Loyalty, Account Management, and Customer Service. I am also well-versed in Process Re-Engineering, Process Optimization, Change Management, Strategic Analysis / Planning, and Trends Tracking, among other areas. Furthermore, I consistently achieve winning project and / or task outcomes due to my superior skills in critical thinking, time management, communications, workflow prioritization, conflict resolution, and attention to detail.
To complement this experience, I earned a Master of Arts in Management from Webster University and a Bachelor of Science in Criminal Justice (Pre-Law) from Midwestern State University. I also participated in rigorous graduate-level MBA studies in Telecommunications Management at the University of Dallas. I am recognized as an HDI-Certified Help Desk Manager, and completed comprehensive PMP and Six Sigma Training.
Currently, as a Site Director for Harte Hanks, I expertly lead results-centric operations of a 700-FTE outsourced call center site for this $600-million global provider of integrated direct marketing and BPO services, including delivering inbound / outbound and email support for a major shipper (i.e. FedEx) and technical support for marquee clients such as Stanley Black and Decker, DeWalt Tools, Sonic, Xxxxxx Instruments, and STMicroelectronics. During this time, I concurrently serve as the designated Client Services Director tasked with managing valuable direct relationships with executive-level client leadership. I also continually focus on agent excellence through proactive engagement / coaching while establishing a transformative workplace culture that promotes enhanced employee morale.
A sample of my recent accomplishments include:
Reducing employee attrition from 21% to 7%.
Growing revenue from $18 million to $42+ million at its peak.
Improving enterprise-wide morale, and raising staff engagement from 10% to 90%.
Winning companywide Employee of the Quarter honor 5 months after date of hire.
Leading profit / loss accountability for $42 million, and increasing head count from 500 to 700.
Developing a Passion Team to raise money and provide financial assistance to agents in need.
Increasing customer compliments by 80% due to customer experience-focused communications.
Transforming at risk FedEx and Black & Decker clients to attain new extensions and winning contracts.
As this is just an example of my abilities, please refer to my enclosed resume for additional call center leadership and global advocacy team management roles.
I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviewing with you soon.
Yyyyyy x. yyyyyy
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