SENIOR OPERATIONS
EXECUTIVE
BPO Service Delivery ~ Global Operations Leadership
~ Call Center / Telesales
A results-driven operations executive with highly-developed
global business acumen. Delivers results on high-profile multi-million dollar accounts and works to strengthen teams, reduce
costs, and continually increase customer satisfaction through process improvements, quality metrics, technology, and staffing
best practices.
* Demonstrates ability to execute operational objectives, leading a customer
centric and synergistic team that excels in developing and maintaining large accounts.
* An approachable, empowering,
and open-minded leader who successfully manages global teams, identifying and developing key talent.
* Possesses technological
savvy. Able to deploy rapid change to allow for business development and growth.
Core Competencies:
Business Development, Customer Relationship Management, Global Outsourcing Operations, Technology Deployment, Contract Negotiations,
Benchmarking, Process Automation, Customer Retention, Strategic Business Planning, Employee Development , Policy Development,
Cost Reduction, P&L Management
PROFESSIONAL EXPERIENCE
TELETECH,
DENVER, CO., 2004 – Present
Global business process outsourcing company, providing front-line
and back-office client solutions.
Senior Vice President – Global Service Delivery,
2009 – Present:
Lead responsibility for $300 million portfolio and 20,000 global employees
serving outsourcing needs of Teletech's Global 1000 partners.
Accomplishments:
* Responsible for ensuring embedded revenue growth among client portfolio.
* Exceeded client’s
KPI expectations.
* Contributed as key team member tasked with defining Global operational strategy.
* Met company
revenue and profitability targets consistently.
Vice President – Global Service
Delivery, 2004 – 2005:
Outsourcing executive who managed a $100M P&L portfolio. Operation oversight of
6,000 Global employees supporting Fortune 500 customers outsourcing needs.
Accomplishments:
* Boosted customer satisfaction scores by 10% for strategic DSL provider client. Named top performing outsourcing partner.
* Implemented process improvements, resulting in 15% top line revenue growth.
* Deployed 3,000 new trained agents
across 9 locations for a Fortune 100 technology client.
* Increased sales for fortune 100 Technology company by 100%
* Strengthened customer satisfaction scores for key wireless client by 8%
* Played a key role in acquiring a large
cable TV client partnership.
* Increased employee-related gross margin substantially across call centers.
VERTICAL ALLIANCE, DALLAS, TX. 2003 – 2004:
Lead generation and customized
information delivery service provider
Senior Vice President – Customer Care
Responsible for technology implementation and strategizing to meet customer contact and documentation needs through leading
teams, implementing changes, and liaising with other departments.
Accomplishments:
* Contributed to revising the company's defined strategy.
* Integrated new telephony solution to support
new CRM strategies.
* Instituted new solutions that promoted cohesiveness between in-house and remote agent teams.
* Drove creation and launch of new Dallas contact center.
* Spearheaded automation of web-based ticketing application,
improving customer response and success metrics.
* Made decisions about technology implementation and deployment for
customer care centers.
TRAVELOCITY, SOUTHLAKE, TX. 2000 – 2003:
Global Travel Booking Service Provider
Senior Vice President – Operations & Customer
Care
Transformed customer contact centers into world class solution-based centers. Lead automation
of processes and technology to allow for company growth and improved quality standards. Managed 1,100+ employees who processed
10M travel transactions per year.
Accomplishments:
* Implemented strategic offline
sales process that resulted in a revenue boost of 470% via cross-selling up-selling, and POS generated revenue streams.
* Improved customer satisfaction by 66% during tenure.
* Regarded as a strong leader, improving team morale substantially.
* Managed development and launch of 3 new contact centers in VA, PA, and the UK.
* Reduced costs by 73% on a $65M
annual budget.
* Acquired $2M in economic incentive funds.
Experience prior to 2000: Earlier
experience includes director of call center operations on a regional level at TicketMaster, working as VP of Franchise Support
at Twistee Treat, and the Chief Operating Office and Founder of Video Update, a retail video store chain that grew to a 50-store
franchise.
EDUCATION
Coursework - Bachelor of Science, Augsburg
College
Associate Arts Degree, Lakewood College
