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Customer Service Sales

TN OF NOCATEE, Florida, 32081, United States
April 14, 2012

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*** **** *** ****** ***** Vedra, FL 32081

Home: (904) ***-**** Cell: (904) ***-**** E-mail:


Process-oriented Operations, Inside Sales/Retention, and Vendor Management Professional leveraging 20+ years of inbound contact center management success Operations and account management specialist, transforming underachieving organizations into top-performers Customer care/customer experience expert, achieving superior C-Sat levels Enterprise change agent, adept at building and managing peak-performance teams Operations efficiency specialist, implementing best practices and improving KPIs Top performer who thrives in high-stress, high-expectation environments Outsourced call center vendor management SME Articulate communicator, building rapport and trust at all corporate levels Enterprise change management expert, establishing strong “success-based” cultures Mature leader with high integrity and a strong work ethic


P&L management Profitability and expense management Program design and implementation of multiple products Inbound sales Outsourced and internal call centers Broad knowledge of CRM technologies Contract negotiations Client relations Achieve or exceed organizational sales, retention, and performance targets Committed to exceeding corporate and customer expectations Project management Benchmarking and performance metrics Union and non-union environments Call center launches Mergers/acquisitions Forecasting and intraday staff management Staffing, training, and employee engagement Hands-on, metrics-driven management style “Pay for performance” incentive plans Follow-through and attention to detail Passionate about leading by example Exceptional presentation skills Meticulous about proactive operational excellence Consistently achieving the unexpected



A $55.8B provider of television, Internet, and digital phone services offered in 39 states and the District of Columbia. Comcast also has cable programming interests, such as G4, VERSUS, and The Golf Channel, and owns entertainment channel E! The company also has a 51% interest in NBCUniversal (NBCU).

Director, Jacksonville Customer Service Operations – Aug/2008 – Present

Report to Regional Vice President. Manage all customer service related functions for the North Florida and South Georgia areas. Responsible for an inbound 700-seat call center, providing IP technical support, digital telephony, home security/video sales and service, billing, and retention.

• Responsible for $40MM+ P&L; manage 8 direct reports and 650 indirect reports.

• Increased bundled sales from 28% to 45%, achieving top “triple-play” bundling strategy sales in the US.

• Integrating IP telephony/high speed data and video repair/billing functions to universally support service for 4 products, projecting $1.2MM+ savings.

• Reduced “competitive loss” forecast by 50% through promotions, add-on sales, and multi-product upgrades.

• Increased retention of at-risk customers from 69% to 74% through aggressive retention initiatives.

• Increased C-Sat from 78% to 85% in 12 months by introducing “Voice of the Customer” program and hands-on agent training for customer awareness.

• Moved customer self-help from 11% to 30% in 12 months through billing/video repair IVR program.

• Improved first call resolution from 77% to 84% in 2011 by working closely with call center team leads to focus on “outlier” agents and repeat calls.

• Reduced annual on-site repair visits by $250K by creating call center service order audit and QA program.

• Reduced help desk response time by 300%+ and availability from 60% to 85% within 6 months by creating on-line tracking tool and implementing an agent-level measurement process.

• Highest ranked call center (of 7) in Coastal region (2011). Reduced costs by $1MM over previous year; improved VOC by 7% and first call resolution by 8%. Achieved least complaints per 100K customers; only center to comply with service level target and expense budget.

• Selected to pilot two new products, resulting in adoption as national product lines.


A privately owned consulting firm providing technical and management solutions as well as account management consulting services.

Principal Consultant – Apr/2007 – Aug/2008

Provided consulting services for large-scale projects including consolidation, call center design and implementation, customer experience improvement, and client management. Developed and implemented regional strategy, including long and short-range objectives.

• Secured $3MM agreement by utilizing account management expertise to provide e-911 services for a Fortune 50 IP telephony provider.

• Designed multi-stage regional consolidation (from 20 call centers to 4) for Allied Waste, saving $1MM+.

• Clients included Telecommunication Systems, Inc. and Allied Waste Industries (Republic Waste Services).

• Managed TCS marketing strategy, delivering cable industry emergency 911 services via VoIP telephony.

• Delivered $1MM+ process reengineering, agent training, and customer service support consulting project for Allied Waste’s West Region. Also built agent desktop tools.


A $55.8B provider of television, Internet, and digital phone services offered in 39 states and the District of Columbia. Comcast also has cable programming interests, such as G4, VERSUS, and The Golf Channel, and owns entertainment channel E! The company also has a 51% interest in NBCUniversal (NBCU).

Vice President, Customer Service Operations/Learning & Development – Jul/2000 – Apr/2007

Reported to Senior Vice President of Customer Care. Provided leadership, support, and strategic direction to 26 internal call centers (3,500+ agents) delivering customer service, technical support, billing, sales, credit and collection, and retention to 5MM Comcast customers. Vendor manager for outsourced contact center services, leading negotiations, contract management, operational performance, and disaster recovery planning.

• Managed 10 direct reports and 20 indirect reports (US and Canada).

• Marquee vendors included Convergys, APAC, NuComm (now Transcom), and ATS/CPA.

• Developed and implemented first nationally-deployed Comcast call center-based retention program.

• Developed nationally-implemented “Executive Contact Center” for escalated complaints, streamlining complaint handling to local operations and establishing national tracking database to analyze trends.

• Developed first national call center QA/performance scorecard utilizing Baldrige quality methodology.

• Maintained flat agent headcount while growing customer base and services through enterprise-wide inbound agent cross-training initiatives (video repair, sales, and retention).

• Managed negotiations and incentives to lead 5-year-plan of merger-related insourcing of 20MM annual calls as internal call centers were built.

• Managed launch/build-outs of 8 domestic call centers (site selection, floor plans, staffing, and training).

• Developed and deployed first “e-learning” modules for call center agents, enabling desktop learning.

• Developed first career path progression for call center agents.


A $124B provider of voice, IP-voice, video, and data communications services to US customers in 22 states including key markets in California, Illinois, and Texas. The company provides voice and data services to 77MM subscribers through its subsidiary, AT&T Mobility.

Executive Director, Call Center Operations – Sep/1998 – Jun/2000

Reported to East Division President. Responsible for division oversight of 6 call centers (1,200 agents), providing inbound sales, service, and retention for video products to 2.8MM video/telephony customers in a 12-state area, handling 1.2MM calls per month; managed NCTA service standards compliance.

• Expense oversight for $15MM; managed 3 direct reports.

• Integrated culturally-charged call center merger activities from TCI to AT&T Broadband, conducting site visits and partnering with HR to manage change and communicate new benefits and policies.

• Launched first Hybrid fiber/coax (HFC) telephony product in Berlin, Connecticut.

• Led preparations of 6 division calls centers for Y2K implementation.

• Designed, negotiated, and implemented first outsourced cable industry call center with Convergys; utilized Spanish billing expertise to overflow excess volume.

• Rescued at-risk call center in Florida, changing management staff, reorganizing call center operation, improving IVR functionality, and outsourcing call volume, restoring operations to acceptable standards.


AT&T Quality Director, Consumer Long Distance Business Unit Jun/1995 – Sep/1998

AT&T Product Manager, Consumer Long Distance Business Unit Apr/1993 – Jun/1995

AT&T Operations Manager, Consumer Long Distance Business Unit Oct/1990 – Apr/1993

AT&T Industry Relations Manager, Southern Division External Affairs Aug/1983 – Oct/1990



MBA, Business Administration


M.Ed., Education


B.S., Education


• Sales training includes “Selling the Value” and “Pro-Coach,” internal Comcast training

• Certifications/executive education achieved:

Master’s Certificate – Project Management, George Washington University

Consortium for Executive Development-International Business, Babson College

Malcolm Baldrige Board of Examiners, US Department of Commerce/NIST

• Management development program, AT&T

• Industrial Engineering Degree equivalent achieved through Bell System Technical Training

• Professional Organizations include CTAM, Worldwide Contact Center Professionals, Customer Experience Management Network, and US Cable Industry Professionals

• Proficient in MS Office, Blue Pumpkin/Verint, IBM Cognos data warehouse, CSG Systems billing platform, Amdocs Systems billing platform, Avaya CMS, and Witness Systems Quality Monitoring

• Civic Involvement/Awards & Honors:

Board of Governors – Boys and Girls Clubs of NE Florida

President – Hunterdon Central HS Board of Education, Flemington, NJ

CTAM Board of Directors, Philadelphia Chapter

Olympic and World Games Track & Field Official

NCAA Track & Field All America and Finalist in US Olympic Trials

• Member of Malcolm Baldrige Quality winner (AT&T)

• Willing to consider domestic or international relocation

• US citizen, willing to travel internationally, holding current passport; travel tolerance up to 50%

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