Todd W. Pry

pcepqb@r.postjobfree.com … 480-***-****

Executive Customer Care Leader

Customer Service – Product Development – Strategy & Planning

More than fifteen years progressive customer service, product development and operations leadership experience directing innovation, strategic planning and organizational change, both domestically and internationally for renowned financial services organization. Pioneer in design and delivery of innovative, customer-focused process improvements and organizational initiatives that have generated millions of dollars in cost savings and incremental revenue while boosting customer satisfaction. Expert in tapping into identified opportunities by having the right people, platforms, and processes in place.

Combines project management and technical expertise with demonstrated personnel management acumen to meet and exceed all objectives while maintaining cohesion and a team culture within cross-functional environments. Strategic, action-oriented leader capable of igniting top-flight, global team performance to overcome challenges through full-cycle project planning and implementation. Genuine relationship-builder with employees, customers, vendors, and C-Level management.

Key Competencies

Customer Experience – Customer Service – e-Commerce – Customer Loyalty & Retention – Global Customer Care Organization Change Communications International Business – Team Leadership & Motivation – Vendor Management Project Management Restructuring Strategic Planning Outsourcing Procurement & Purchasing Cost Reduction Needs Assessment Process Improvement Web Design Budgeting Expense Control Internal Controls Reporting Financial Analysis Business Development Negotiations Internet Marketing

Professional Experience

American Express 1997 to 2011

American multinational financial services corporation with 61K employees and $25B in annual revenue.

Vice President of Service Capabilities Utilities, US Consumer Services, Phoenix, AZ (2008-2011)

Lead eight direct and 150 indirect reports in 3K+ person customer service operation catering to critical American Express card members. Led all facets of organizational re-design, product development, and process reengineering including personal budget responsibility up to $20M. Strong focus on integrating key service support and customer channels, managing internal communications, developing customer-facing tools, and establishing employee development opportunities. Multifaceted role directing project management and process optimization initiatives, as well as accounting, compensation, and employee incentive efforts. Liaised with vendors and established organizational culture based on integrating customer channels (web, stores, and call centers) to redefine customer service focus.

Impacted P&L by $10M annually by reengineering key business processes to enhance productivity, efficiency, and impact.

Pioneered infrastructure combining web, customer care centers, retail stores, and work-at-home professionals to maximize organization and receive $17M+ to support integration of the customer experience.

Championed core framework connecting company vision and mission to daily operations, including organizational change management and optimizing communication between 3K+ employees by streamlining internal messaging by 25%+.

Innovated performance management approach that enhanced coaching effectiveness and improved accountability, resulting in noticeable performance enhancements for frontline agents and team leaders.

Drove improvements in customer satisfaction (up to 10% increases year-over-year) and enhanced customer loyalty through employee development, incentive management, and corrective actions from customer feedback and benchmarking.

Vice President of New Product Development, US Consumer Services, New York, NY (2005-2008)

Directed development and implementation of new consumer website and call center platform strategy. Launched e-commerce strategy aimed at integrating the customer experience with company website to establish brand loyalty throughout shopping and purchasing process and drive sales, customer loyalty and penetration. Led team of four direct and 17 indirect reports as well as website outsourcing partners comprised of 450 employees. Personal control of $5M expense budget with full P&L responsibility.

Grew e-commerce sales 340% in three years to reach $700M in sales with projections of $1B in seven years from launch.

Sponsored integration of key brand values into new e-commerce website (e.g. integration of membership rewards, travel insurance, cross sale to card products and services and marketing) resulting in dramatic sales and loyalty increases.

Led conversion of infrastructure and processes siloed by customer channels by integrating 3K seats across eight call centers, 40 retail stores, and work-at-home customer service agents, acquiring $5M investment for development and piloting.

Vice President of Corporate Travel Solutions Europe, Corporate Services, London, England (2002-2005)

Conceptualized and launched pan-European servicing model including support group for 4K agents, customer service solutions team, and focused vendor management strategies. Personal accountability for creating customer service support team for integration of key support functions for markets across Europe, Middle East, and Africa. Led four directors, 50 managers, and analysts in centralizing and standardizing vendor management, customer service call centers, accounting, Six Sigma, and product development functions. Evaluated outsourcing opportunities throughout India, South America, and Czech Republic. Liaised with international consumer card division in developing business strategy to service customers across 25 individual markets.

Redefined service offerings for largest client segments through development of new servicing platforms that differentiated customer value proposition of service products during a period of drastic industry change.

Established transformational servicing platform with customer service center comprised of 250 agents handling 15 countries and ten languages, allowing for acquisition of industries largest client valued at $1B in global sales.

Created a comprehensive framework for company technology focused on four critical areas, utilizing framework in prioritization of investments and projects across Europe.

Director, Call Center Management, Corporate Services, Phoenix, AZ (1997 – 2002)

Created and established critical call center functions for forecasting and planning, day-to-day service level management, capacity planning, real estate and facilities, outsourcing, and sales support for B2B business.

Slashed real estate and facility costs by $10M+ and labor costs by $4 per hr by consolidating and standardizing processes.

Led strategic plan to lower costs, driving closure of 27 locations and identification of markets for expansion.

Renegotiated outsourcing contracts to reduce spending by $5.1M and long-term obligations by more than $30M.

Streamlined vendor evaluation process, generating a $2 cost per call advantage while exceeding internal quality levels.

Ameritech 1988 to 1997

Currently AT&T Teleholdings, Inc., Ameritech was a Regional Bell Operating Company

Resource Manager, Customer Service, Cleveland, OH (1994-1997)

Technology Manager, Cleveland, OH (1988-1994)

Education

Master of Business Administration Kent State University Kent, OH

Bachelor of Arts, Business Administration and Information Management Grove City College Grove City, PA

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