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Yyyyyy x. yyyyyy

4018 Cantor Trails Ln. Sugarland, XXXXXX xxxxxx xxx-xxx-xxxx


Executive Profile


Focused, poised, expert-level Call Center Operations executive with a career history marked by success in driving dynamic teams to garner awards and top rankings across globally-reaching Call Centers. Mentor of large cross-functional teams that deliver first-class customer care in an effort to cut call abandonment rates, reduce escalations, increase client satisfaction and generate noteworthy revenue levels. Determined and knowledgeable, able to steer innovative changes by increasing levels of buy-in and overall consensus among key team members and stakeholders. Skilled in fueling progress to generate growth for renowned telecommunications organizations. Excel as a team member or independently. Seeking a challenging, exciting role with a progressive organization that will allow for delivery of high-caliber performance and achievement of career growth.


Career Highlights


         Earned the T-Mobile Top Center of the Year accolade for all four managed sites; won this twice over at current site in Nashville, TN

         Honored with nine JD Power Awards for the successful delivery of top-flight customer care at T-Mobile

         Effectively aligned T-Mobile operations with federal, state and local government regulations specific to call center and telemarketing administration to ensure optimal levels of overall compliance

         Excelled as it related to customer retention while serving as the T-Mobile Customer Care Director; awarded the Top Center recognition with a 15% retention save rate for both 2013 and 2014

         Promoted across multiple related Director-level capacities at T-Mobile locations across TN, WA, NM and XXXXXX

         Also earned promotions with Verizon across domestic and international sites for leading global telecommunications provider; served XXXXXX, NM, OH, KS, the Philippines and Argentina

         Set into place Big Five SOPs as best practice methods across multiple Verizon performance measurements

         Reduced Verizon s churn by 3% and achieved 110% of closing rates while maintaining low abandonment rates and bolstering profit by 30% via tactical, successful service campaigns

         Worked as the Center Director for MCI in Albuquerque; led operations for a bilingual Call Center that realized 110% of its domestic sales plan and 150% of its global plan

         Core skills include strategic planning, process redesign, change management, cost cutting, staffing, resource allocation, organizational development, regulatory compliance and telemarketing initiatives, to name a few


Professional History



Senior Director of Retail Sales-Houston, 2015-Present

         Lead the largest region in the company, which generates over $50M in revenue and over $450K in new customer acquisitions

         Direct a 1.5K total headcount, with 10 direct reports in receipt of top region honors internally for sales across three quarters thus far, with a low churn rate below 2.5


Director, 2006-2015

         Developed, executed and managed viable operational control programs for Call Centers nationwide, with a $40M budget per site and approximately 600 team members employed at each location

         Administered Center programs and processes focused on workforce leadership, professional development, IT applications, process improvements, turn-arounds, and all long- and short-range planning elements

         Devised and communicated strategic action plans centered on the enhancement of overall customer experiences

         Recruited, on-boarded, trained and coached team members; included fielding personnel relations and working diligently to enhance overall levels of staff morale

         Audited, evaluated, troubleshot, and holistically resolved noted concerns as they arose during the audit processes; acknowledged areas for improvement and crafted viable action plans to fuel substantial productivity increases

         Specific positions held with T-Mobile included

o   Director/General Manager, Customer Service & Sales, 2006-2015

o   Director Channel Management, 2010-2011

o   Technical Care Center Director, 2008-2010

o   Director/General Manager, Bilingual Call Center, 2006-2008

Yyyyyy x. yyyyyy



Verizon (MCI)

Director, 1996-2006

         Managed wide-ranging operations within various assignments to enhance performance across all metrics; included Call Center management, customer satisfaction, revenue increases, budget development and resource allocation

         Built and led a dynamic, self-founded team; included spearheading all training, mentoring and supervisory duties, as well as guiding Directors to effectively lead CSR labor resources and overall operations during peak call times and

         Handled all service-level agreements (SLAs), guaranteed contract compliance and fostered positive vendor relations

         Steered audit processes; developed and dispensed reports that detailed the analysis of documented metrics and results

         Acted as the Regional Director for Houston, XXXXXX; handled a $40M budget across six inbound/outbound Centers while simultaneously managing 10 direct reports, a team of 15 Managers and a total of 80 Supervisors

         Honored with a #1 ranking and both second and third place for flagging Centers using training teams to improve service, grow customer satisfaction, and garner increased close rate percentages

         Also ranked first in cost-per-call across the corporate network; slashed abandonment and CSR handle times by 10% total

         Chosen to start-up two separate customer Call Centers at the WorldCom (MCI) International Centers in the Philippines and Argentina; successfully on-boarded more than 1K Agents and 25 Managers

         Increased quality scores and monthly performance by 10% by developing and setting forth an expert model for call flows

         Decreased annual expenditures by $8M by effectively managing vendor relations and negotiating deals that cut down on overall operating costs

         Worked as the Director of WorldCom (MCI) in Houston, XXXXXX; headed teams that earned recognition for being the Top Customer Care Center with 105% close rates and an operating budget cut by 10% in spending totals

         Served in the same capacity while in Niles, OH; managed two each Customer Service and Sales Centers to attain 120% of established targets and 108% of close rate goals, as well as sustain a record-low abandonment rate

         Was a Director of the Wichita, KS Call Center; generated a highly effective sales plan for over 20K accounts and a $25M operating budget; recognized formally as the Center of the Year for exceeding the Center s set sales plan by 18%

         Was initially hired as a Senior Manager and Financial Manager for MCI in Austin, XXXXXX; earned Circle of Excellence Awards over the years, as well as numerous position promotions involving increases in overall work scope and responsibility


Also worked as a Project Manager for Homestead Home Furnishing prior to work with Verizon/MCI




Bachelor of Arts, Finance/Accounting, University of Arizona


Professional Development


TQM I Total Quality Management | Customer Service, Disney Training

"Becoming a Person of Influence", John Maxwell | "Who Moved My Cheese" Class

Public Speaking and Business Plan Writing Certificate


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