Owner Business Consultant Resume Example Allan Auld Consulting

OWNER BUSINESS CONSULTANT

Professional Summary

Skills

New product introductions strategiesHuman resources managementSales backgroundProject managementContract negotiation

Work History

09/2008 to Current

Owner Business Consultant Allan Auld Consulting – Kennesaw, GA

Providing services in a consulting capacity, (including to former employers) in the areas of : credit & risk management processes, call center operations, sales & data management (including metrics design), customer service, , external vendor management, business strategy, product design, sales training, e-commerce, social media, compliance, RFP responses & outsourcing.
Specialist in internal process improvements, and relationship building.
Successfully completed 18+ small business turn-around's between 2010 & 2103.
Acts as a sub-contractor for Corporate Business Solutions (CBS) Global Business Services (GPS), & Appleton Greene,.

04/2007 to 06/2008

Director of Process Improvements/Global Partner Performance Ryla Teleservices – Kennesaw, GA

Acting on -site operations leader & consultant for 3 US based clients (including Earthlink, & Dun & Bradstreet) being transitioned to a start-up call center environment in Nairobi, Kenya.
Responsibilities included external vendor management, recruitment, agent training, sales training, best demonstrated practice roll-out, SLA performance management design & implementation.

01/2005 to 01/2006

Project Leader The Dun & Bradstreet Corporation ER&C

Lead corporate initiative on upgrading D+B's internal process to become SOX & Patriot Act compliant.
Liaison with contract customers, sales partners to ensure quality expectations were met/exceeded.
Manage external outsourced vendor relationships from a process, quality & cost perspective.
Evaluate RFP proposals and execute relationships as needed.

01/1996 to 01/2005

Vice President Tucson Call Center (Site Leader) Dun & Bradstreet – Tucson AZ & Greensboro, NC

Lead including the startup of the D+B Tucson Call (contact) Center On-site call center leader for over 550+ D&B and temporary associates in 2 Call Center locations.
Successfully managed operating budget managed of over $28,000,000.
Consistently met and surpassed call center sales targets of $65,000,000, while exceeding all quality metrics.
Year over year sales growth of 15% from 1996-2005.
Responsibilities included; Employee relations, staffing, technology management, performance (PQI/TQM) & change management, customer service & external vendor management.
Design of quality programs, metric design & benchmarking, calling strategies, customer service, associate compensation programs, SOX compliance, external vendor management, remote facility management, product design, quality assurance initiatives & facility management.
Re-engineered (process improvements) cost savings for 2005 in excess of $8 million.
Responsibilities include; Management of RFP response and call center transition to become outsourced.
Worked extensively in the creation of the vendor SLA's.
Manage external outsourced relationships from a process, quality, cost & SLA perspective.
Manage customer service opportunities from a quality perspective.

01/1993 to 01/1996

District Manager Dun & Bradstreet – Phoenix, AZ

Successfully managed two branch offices simultaneously (one remotely).
Responsible for the State of Arizona full report revisions, data collection.
Met/surpassed sales goals and revenue generation for both offices.
Recognized as a D&B Leadership Award winner in 1995 Recognized as a Customer Focus Award winner in 1995.

01/1983 to 01/1993

Business AnalystDun & Bradstreet – Albuquerque, NM

Dun & Bradstreet.
Employed by Dun & Bradstreet in various data collection, training and supervisory management roles in; NM, AZ, CA & IA.
Promoted & relocated 6 times in 10 years.

National Sales Project Administrator

responsibility over 4 call centers) for new product design & implementation, including web based fulfillment.
Recognized as a D&B Leadership Award winner 1997, 2000, 2001 & 2003 (top 5% in all metrics in the company).

Education

1983

BBA : Business Administration
University of Albuquerque - Albuquerque , New Mexico.

Diploma : Business Studies
Bell College of Technology - Hamilton

Resume Overview

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