Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Executive Profile
Accomplished leader with a proven track record in strengthening organizational culture and driving standards of excellence. Demonstrated success in designing, developing, and implementing optimized contact center solutions. Deep and diverse experience with directing site performance turnaround, reducing attrition, and driving employee and customer satisfaction to levels of noted achievement across multi-channel, multi-level phases of the BPO and call center industry. Able to develop, lead and empower large, geographically dispersed teams with P&L accountability of up to $70M in annual revenue and over 1500 FTE. Experienced Operational leader with a strong background in Work Force Management, Business Intelligence, and RFP processes to include new site and LOB launch.
Skill Highlights
MS Excel, MS Word, MS Outlook, MS PowerPoint, MS Project, MS Access, Beta testing, OLAP environments, WordPerfect, Lotus 1-2-3, Symphony, d Base, Swift Response, Open Step, Fox Pro, FORTRAN, PC & Mainframe (VAX/VMS), DOS, Windows 95/98/2000; 3.1, Netscape, Microsoft Internet Explorer, America Online, and Data Entry.
Management: Project Management Skills, Customer Relationship Management, ISO 9000, SAS-70,Continuous Improvement (Kaizen, 6 Sigma), Forecasting and Staffing, Reporting, Client Communication, Metrics Expertise, Team Aspect, Avaya, ACD, eWFM, RTA, IEX, Witness, Cisco, Blue Pumpkin, Geotel, ROLM, Hyperion
Core Accomplishments
Specialization in site turnarounds.
Successfully right tracked 5 at risk Call Centers, 13 LOBs, 2700 FTE Rolled out Performance Management process to improve internal productivity, AHT, CSAT, NPS, and Quality Successfully launched 700 FTE offshore, for a major wireless carrier, meeting launch FTE requirements, exceeding client ramp targets for AHT, transfers and quality - "Best launch we have ever had" Developed and implemented business analytics and reporting tool across 24 sites and 80 LOBs.
Integrated work force, HRIS, ADP and Switch data to present scorecards and run rates from the agent to CEO level Key player in Workforce Management project launch.
Through optimization across enterprise, return on investment was achieved in less than 6 months.
Professional Experience
07/2012 to Current
Executive Vice President Client Service
Account ExecutiveStronger Consulting – , ,
with a division of 5 clients and 2000 FTE, with an annual revenue attainment of $32M.
Initial account consisted of 1300 FTE with an annual revenue attainment of $19M.
The growth in under a year is due to strong strategic partnership, key metric attainment and employee engagement.
Employee engagement survey results increase 22% from the previous year.
01/2011 to 07/2012
Executive DirectorRutgers University – , ,
Oversee daily operations and implementation of strategic initiatives and manage financials for over 1500 FTE to successfully achieve revenue targets of over $22M annually.
Implemented process standardization and employee and leadership development initiatives to improve AHT, NPS and CSAT.
Re-focused development of frontline leadership and bench-strength and improved employee retention by 3% monthly.
Earned a premier line of business by building client confidence and trust; converted entire site in less than 30 days while also exceeding launch goals and client expectations.
01/2001 to 12/2011
DirectorBooz Allen Hamilton Inc. – , ,
Regional Performance Management Director responsible for financials, client key performance indicators and employee retention across the enterprise.
Specific assignment to most help needed sites to focus on client, internal and financial areas of opportunity to regain performance in limited timeframe.
Managed multiple processes and initiatives across 24 sites and 80 LOBs.
Launched 700 FTE program in the Philippines for 3 LOBs, meeting extremely aggressive KPI Ramp Targets (Attrition, AHT, Transfers and Quality).
Designed and implemented companywide Analytics tool for client specific metrics, financial performance, and site performance management tracking.
06/1998 to 12/1999
Technical Project ManagerDeltacom – , ,
Managed support for new products and services.
Specialization in connectivity (internet, voice and data) related products.
Support expertise included: forecasting, costing, training, communications and marketing.
Provided customer support for: phone, email, online and offline.
Worked with cross-functional organizations to ensure all aspects of support were represented and accurate.
Education
Expected in June 1996
USMC: - Oahu, HI GPA:
Expected in 1998
Bachelor of Arts: General Studies McNeese State University - , GPA: General Studies
Skills
ACD, premier, America Online, auditing, Avaya, budget, Call Center, Cisco, Coaching, Excellent Communication, Continuous Improvement, Customer Relationship Management, Client, clients, Customer Service Training, customer support, Data Entry, DOS, email, financials, financial, focus, Forecasting, FORTRAN, Fox Pro, functional, Hyperion, Microsoft Internet Explorer, ISO 9000, Team Building, leadership, Leadership Skills, leadership development, Lotus 1-2-3, Director, Mainframe, marketing, MS Access, MS Excel, MS Outlook, MS PowerPoint, MS Project, 2000, 3.1, Windows 95, 98, MS Word, MSA, Netscape, enterprise, OLAP, optimization, Strong Organizational Skills, PBX, Excellent People Skills, Performance Management, processes, Project Management, Quality, real time, reporting, SAS, Sigma, SLA, Staffing, strategic, Swift, Symphony, phone, Time Management, VAX/VMS, voice and data, WordPerfect
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Resume Overview
School Attended
McNeese State University
Job Titles Held:
Executive Vice President Client Service
Account Executive