Michael J. Leap

561-***-****

**** ** **** ***. **** Raton, Florida 33496

ab0b8u@r.postjobfree.com

Summary of Qualifications

POSSESS PROVEN SKILLS IN MANAGEMENT, ORGANIZATION, STRATEGIC

THINKING, BUSINESS PLANNING, MOTIVATING, AND FOLLOW THROUGH TO

OBTAIN BOTTOM LINE PROFITABILITY

PREPARED AND MANAGED PROGRAM BUDGETS TO INCREASE OVERALL

CONTRIBUTION AND PROFIT MARGINS

RESPONSIBLE FOR FORECASTING AND SCHEDULING STAFFING LEVELS TO

MAXIMIZE OCCUPANCY LEVELS WHILE ENGAGING IN EXPENSE REDUCTION

CREATED SUCCESSFUL, INNOVATED MARKETING STRATEGIES, TRAINING

MANUALS, AND SALES PRESENTATIONS TO INCREASE GROSS SALES

CONSIDERED TO BE OF THE HIGHEST INTEGRITY, RESPECTED BY PEERS, ABLE TO

COMMUNICATE WITH ALL LEVELS OF MANAGEMENT AND CLIENTS AND

INDIVIDUALS FROM DIVERSE BACKGROUNDS

Professional Experience

4/99 to 5/12 ALORICA/PRECISION RESPONSE CORPORATION, Plantation, Florida

SR MANAGER OF CLIENT SERVICES/DIRECTOR/PROGRAM MANAGER/ACCOUNT MANAGER

Managed the performance results & service level requirements of the BNY Mellon/Computershare Stock Transfer program in

Manila, Philippines (since 2002) and the BackOffice Work for BNY Mellon/Computershare of PRC India (since 2002), Alloy

Education (India), and PMSI in Oklahoma. Mr. Leap previously supported the BNY Mellon Special Events Program (Offshore

and Stateside) from 2008-09 and the BNY Mellon WCS campaigns (2008-2010). Responsible for the MetLife Dividend Events

(2003-2007) and the MetLife Tax Seasons (2003-2007) ensuring outstanding customer service was achieved for MetLife's

clients. He was also responsible for Expedia programs in the UK and iEnergizer in India (2005-2006), MCI (2004) in Manila,

iBUY in Ireland (2005-2007) for PRC and Universal American (CHCS) in the States (2007-2010). Mr. Leap is responsible for

production results, budget, forecasting, and financial contribution margins on these programs

Proactively managed the productivity and Key DMOQ’s of Four Center Leads who had direct responsibility of 24 Supervisors

who managed over 550 CSR’s (2001 and 2002) by assisting MetLife Shareholders address questions pertaining to

Demutualization, Dividend, and Taxes. Responsible for the overall ongoing MetLife Events analysis and assessment of

performance against client objectives. Had cross-site operational responsibility of the four Call Centers to ensure that

requirements were defined, successfully implemented, and Key Service Measures were met. Managed the incoming traffic

patterns of the Command Center to the four Centers to ensure ASA, AHT, and Abandon Rate and customer service

measurements were attained daily for all sites.

Managed the customer service activity of the Shared Environment of multiple clients (24 X 7) and the College Board account

to provide excellent call quality, outstanding customer service, and positive contribution margins (5/02-8/04).

Supported the transition (2001) of Ticketmaster in Shreveport, La into the PRC’s culture of policies and procedures.

Developed and implemented short and long-term action plans for attainment of metrics for all programs. Focused on

continuous call quality improvement and process reengineering programs to achieve greater efficiencies in performance

standards. Utilized effective decision making to maximize revenues while ensuring cost effectiveness for all programs.

2/99 to 4/99 TECHNION COMMUNICATIONS CORP, Tamarac, Florida

General Manager/Consultant

Responsible for Pilot Project and implementation of a new AT&T Business to Business Program-Growth Markets. Directed

the initial recruiting, staffing, and training of the Pilot Project and Phase I of full Production. Coordinated the activities of the

telemarketing infrastructure including telecommunications, information systems, programming, database management,

training, and production integration ensuring a timely delivery for the start up of the campaign. Hired and began developing

three middle level managers. Managed client relationships daily on key implementation issues.

7/98 to 1/99 VISTA/FLORIDA RELAY SERVICE, Miami, Florida

Center Director-Florida Relay Service

Responsible for the overall operational performance efficiency and financial accountability of the Florida Relay Service.

Directed the Operations Manager and 10 Shift Supervisors (who managed 260 CA’s and 120 workstations) with respect to call

volumes, call quality, budgetary considerations, and service level commitments. Managed client relationships and was a daily

focal point for MCI who provided the telecommunications support for the FRS. Developed, implemented, and administered

operational Action Plans and provided business planning direction to meet MCI’s program objectives for daily and monthly

compliance with the Public Service Commission of the State of Florida.

Responsible for forecasting and scheduling to meet daily and weekly incoming call volume demands. Managed results

performance, including revenue generation and profit margin while controlling expenses. Supervised the activities of Human

Resources including the implementation of effective recruiting strategies. Responsible for hiring and retention of Managers

and CA’s. Coordinated the activities of the Training Department to ensure professional training delivery and development.

Directed the Management Team’s efforts to maintain outstanding call quality at the highest level and excellent customer service

skills.

7/90 to 7/98 AT&T SOLUTIONS CUSTOMER CARE

MATRIXX MARKETING(3/98 to 7/98)

Ft. Lauderdale, Florida

9/95 to 7/98 Senior Manager of Service Excellence

Managed the production activities and financial responsibility of customer care and service client programs of AT&T Recent

Outpics (outbound telemarketing program to increase the market share of AT&T), AT&T 0300

(inbound customer service and upsale), Pre-Paid Card (inbound sales and customer service (24x7), Global Customer Care

(24x7 customer service and sales of global calling cards) while achieving company’s financial goals.

Responsible for the operations and service production of three external clients, Charles Schwab, e. Schwab, and National

Wildlife Federation from September 95 through December 96. Developed, implemented, and administered client service plans

to fulfill client objectives. Prepared and managed program budgets while engaging in cost control.

Responsible for revenue commitments in excess of 17 Million dollars while engaging in expense reduction in 1997 and 1998.

Managed client relationships and contacts on key service excellence issues. Supervised twelve Managers of Service

Excellence (who manage 22 to 30 call specialists) by providing training, feedback, and guidance in developing their job skills.

2/95 to 9/95 Service Manager

Served as a liaison between clients and external service providers to ensure that customer requirements were defined,

successfully implemented, and service objectives were met. Managed the accounts of Charles Schwab, e. Schwab and

National Wildlife Federation. Revenue in excess of $650,000 was billed monthly to these clients in 1995 and 1996. Provided

clients with continual status on development and operational activities, both formally and informally. Responded to client

problems as needed.

7/90 to 2/95 Production Manager ( Inbound & Outbound Programs)

Managed 90 to 120 Associate Partners, 6 to 8 team Supervisors, and 2 to 3 Team Developers on the National Wildlife

Federation, Winter Campaign, Recent Outpics, and National Winback Programs. Directed the development and

implementation of operational procedures, processes, and quality standards. Formulated service excellence policies for my

Team to ensure efficiency of operations. Analyzed performance results and implemented organizational improvement to

provide proper work/personnel distribution. Managed Team Supervisors and Team Developers by providing regular feedback,

conducted career development sessions, and improvement opportunities through the formal appraisal process.

1/89-7/90 METROPOLITAN LIFE INSURANCE, Deerfield Beach, Florida

Account Representative

Responsible for the sale of savings, insurance and retirement programs. Marketing emphasis within the business community

with specialization in group health benefits deferred compensation, disability income protection, insurance and

retirement/pension programs. Licensed by the State of Florida in Life Insurance, Heath, and Variable Annuity.

10/86-1/89 J. W. CHARLES SECURITIES, INC., Boca Raton, Florida

Financial Consultant, Estate and Financial Planning/Regional Coordinator

Involved in in-depth counseling to address financial and estate planning needs, recommended innovative marketing vehicles to

brokers, and analyzed investment portfolios. Assisted with estate and financial planning seminars and supervised

telemarketing personnel. Licensed by N.A.S.D. in Series 7 and Series 63.

1/86-10/86 INDEPENDENT CONSULTING ASSIGNMENTS:

Learning Designs International. INC., Boca Raton, Florida

Marketed and developed training programs to major corporations which were customized to their industry.

1966-12/1985 RADFORD UNIVERSITY, Radford, Virginia

Assistant Professor of Sociology

Conducted research to develop materials and aids in teaching numerous Sociology courses. Chaired department (12 faculty

members) operations including preparation and administration of the budget, recruitment, supervision and evaluation of faculty

personnel.

EDUCATION:

FRANKLIN & MARSHALL COLLEGE, Lancaster, Pennsylvania

Atrium Baccalaurei Degree (1963), Major: Sociology, Minor: Science

WEST VIRGINIA UNIVERSITY, Morgantown, West Virginia

Master of Arts Degree (1968), Major: Sociology

VIRGINIA POLYTECHNIC INSTITUTE & STATE UNIVERSITY

Blacksburg, Virginia

Course work completed(AB D to1985) toward Ph.D. in Sociology and Policy Issue

Analysis/Evaluation.

REFERENCES

EXCELLENT REFERENCES AVAILABLE UPON REQUEST

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