Accomplished professional with more than 20 years of versatile experience at all levels. Demonstrated success in scoping, managing and delivery of projects in the Call Center industry. Maintains high level of commitment as a team player and can effectively communicate with all levels. Extensive qualifications in all facets of professional services delivery, from leading multiple client pursuits, strategy development, negotiations, expectation setting, business process re-design, risk assessment, team building, project execution, expanding client relationships and practice development.
Project Management , Personnel development , Conflict Resolution , Inbound/Outbound
Proposal Development , Negotiations , P& L Management , Operations Improvement
Confidential, 2008 to Present
Provider of consumer travel packages with competitive rates.
Establish and drive internal and external operations to increase profitability. Foster business relationships with new and existing vendors to improve productivity and profitability. Key role in developing cutting edge travel programs and sales training. Monitor and Coach reps to improve customer service and sales. Conduct hiring initiatives, employee incentives, disciplinary actions, termination and problem resolution.
Doubled profitability and revenue in 6 months
Spearheaded internal inbound Customer Service and outbound call center
Initiated and developed a program to improve the customer experience
Developed One Call inbound resolution model
Working to develop strategic, new internet campaigns
Confidential, 1990 to 2008
Developed, executed and supported plans that exceeded company/ client expectations. Principal role in growing Telecommunications client from one region outbound sales to multiple regions, outbound sales and inbound customer retention. Conducted daily communication with multiple clients. Oversaw and managed inbound/outbound operations consisting of 5 call Centers
Delivered 48 million in revenue yearly
Implemented programs that increased employee productivity 15%
Launched Offshore inbound/outbound wireless sales program
Delivered expectations plus to become the lead vendor with a major Financial client
Collaborated with internal staff to develop process and procedures in changing legislative environment
Communicated client and company objectives and ensured they were achieved
Confidential, (July 1995 to October 2000)
Oversaw multiple call centers in a rapidly growing market. Managed inbound/outbound operations consisting of 5 call centers generating 48 million in revenue. Performed full scale human resource initiatives. Member of the executive team responsible for strategic planning, forecasting, budgeting, operations, customer service satisfaction, and retention.
Developed monthly volume plan to ensure hours, sales, and quality was met for all clients
Reviewed analysis of call center’s achievements of key client goals, ensuring continuous and consistent performance
Responsible for the operational growth of the Financial Services Division of the company. Through meeting client objectives, the division grew from 10,000 hours to 175,000 hours a month
General Manager (January 1990 to July 1995)
Key role in planning, implementing, and managing telemarketing operations in Company’s first remote Call Center. Managed a staff of 5 supervisors, 4 quality control specialists, and over 200 telemarketing sales representatives. Handled job estimating, and scheduled projects and employees. Developed and issued reports illustrating project activity, trends and changes in projects that affected call center operations. Oversaw both inbound and outbound operations.
Sales Supervisor (February 1989 to January 1990)
Responsible for supervising/coaching up to 40 telemarketing sales representatives. In charge of the automated dialing system, list selection, pacing and training. Completed activities within budget and in accordance with departmental procedures. Role in hiring, evaluating, training, and caller performance. Actively pursued a team environment focused on high performance sales goals and impeccable quality standards.
Bachelor of Science, Management/Marketing