Sales Customer Service

TOM FOSTER

* ********** ***, *****, ** *****

801-***-**** (M) - *********@*****.***

An accomplished, customer-driven leader with an extensive operations and

sales background based on years of experience in call center customer

care/service, sales, product and sales support, technical support, lead

generation, CRM, marketing, financial analysis and administration with

demonstrated initiative, expertise, creativity and success. Have a proven

record of consistent results focused on creating a "sense of urgency"

within a motivational team-based learning environment

PROFESSIONAL EXPERIENCE

SENIOR DIRECTOR CONTACT CENTER OPERATIONS

ALLIANCE HEALTH NETWORKS Salt Lake City, UT 2/2012 - 11/2012

Alliance Health Networks specializes in engaging consumers online by

diseases, conditions, and other important healthcare segments. By

delivering valuable healthcare information to over 30 online health

condition locations about the right products and services at the right

time, Alliance Health helps consumers save time and money-and ultimately

better healthcare choices. Alliance Health also works closely with DME

(Durable Medical Equipment) providers throughout the US to increase the

effectiveness and the efficiency of their online marketing programs by

providing qualified and timely sales leads. Alliance Health uses

interactive programs and technology systems to help make theses

connections.

Responsible for the overall strategic direction and management of call

center vendors for lead generation and customer service. Directly

responsible for contributing to the company's revenue growth initiatives

including but not limited to: driving close rates, maximizing revenue,

scripting cross-sell rates, managing average handle time, quality,

financial metrics, vendor selection and start-up, contract management and

negotiation. This included multiple on and off shore call centers

generating 1,200-1,500 outbound hours per/day as well as processing over

2,500 inbound customer service calls per/day.

SENIOR DIRECTOR GLOBAL MEMBER SERVICES

ANCESTRY. COM Provo, UT 1/2008 - 6/2011

Ancestry.com Inc. (Nasdaq:ACOM) is the world's largest online family

history resource, with nearly 1.6 million paying subscribers. More than 6

billion records have been added to the site in the past 14 years. Ancestry

users have created more than 20 million family trees containing over 2

billion profiles. Ancestry.com has local Web sites directed at nine

countries that help people discover, preserve and share their family

history.

Responsible for the strategic planning, management and execution of Global

Member Support - 365 days/year - 16 hours per day - Phone, Email, Chat and

Social Media -Total combined Agents 350 - 72 are enrolled in the Work At

Home Program (started in 2007).

Directed all CRM activities within Member Services including oversight of

key performance indicators, reporting, management of Member Services

software, QA monitoring, agent development and mentoring, and customer

satisfaction surveys. Implement best practices and continuous process

improvement. Queues processed include Inbound Cross Sell/Upsell Sales,

Media Sales, Welcome Calls, Win Back, Retention, Saves, Inbound Product

Support and Technical Support.

Responsible for selection and management of all Customer Care and Sales (on-

off shore) outsourcing vendors as well as managed all support

(Rootsweb.com) and community message boards, mailing lists and board

volunteer/administrators and MyFamily.com site.

Managed 40k sq. /ft. Warehouse & Distribution Operation - 3,500 SKU's -

Pick/pack/ship hard goods, software products and books.

Managed and responsible for 2011 Budget of $12 MM with run-rate total

contacts in the 4.0 -4.3MM range. YTD May is currently 12% below budget

with a 22% increase in budgeted contacts -YTD May Handle Rate of 93.7%

across all queues with email response @14 hours. Free Trial to Paid

Membership Sales conversion rate is 36% YTD, Upgrade Sales conversion is

72% and the Retention Save rate is 6%.

DIRECTOR OF SALES

ANCESTRY. COM Provo, UT 5/2005 - 1/2008

Responsible for the strategic direction and tactical execution for all

revenue generating functions within Member Services. This includes day-to-

day operational leadership of Inbound and Media Sales, Outbound Sales, Win

back, Retention and Inbound Support. Also responsible for testing new

methods for increased revenue through trials and new memberships. Selected

and managed all customer care and sales off-shore outsourcing vendor

activity - Total Combined Agents 1,250

PRESIDENT AND OWNER

TF CONSULTING, LLC Draper, UT 2/2002 -9/2004

Was retained by telecom to specifically develop and execute a transitional

downsizing effort to help streamline the Customer Care/Sales group. These

efforts were specifically designed to make the company more appealing for

buyout purposes. Company was purchased within 6 months of the re-

organization.

Retained by BPO company for executive leadership and direction for $5MM

budget, 75 seat 24X7 B-to-B and B-to-C customer care and sales support

outsourcing contact center. Managed major client relationships that

included Porsche and AOL.

Retained by major cell phone provider, to design an operational turn-around

plan for a 600 seat contact center focused on customer care, sales and

support. Focused on cost containment, process and efficiency improvements,

hiring, leadership and sales development and sales performance

accountability.

Retained by pocket organizer/computer company to lead the transition of all

European Customer Care and Sales Support work from one outsourced partner

to another. This included policy and procedure development, vendor

management and the detailed formation and training of the customer care and

sales offerings.

GENERAL MANAGER CUSTOMER SERVICE AND SUPPORT- THE AMERICAS

MODUS MEDIA INTERNATIONAL, INC. Lindon, UT 6/1997 - 11/2001

Modus Media, Inc. (MMI) is the global supply chain management

infrastructure for technology-enabled commerce, connecting supply to demand

for both traditional and e-commerce business models. Modus maintained an

integrated network of 23 Solution Centers around the globe in Australia,

China, France, Ireland, Malaysia, the Netherlands, Singapore, Taiwan,

United Kingdom and the United States.

Responsible for executive leadership and strategic direction for the

Americas' Regional Customer Care and Sales Solution. This included

operational responsibility for 3 - 24X7 365 IB/OB Contact Centers

specializing in B-to-B and B-to-C Customer Care, IB/OB Sales, Product and

Software Support and Fulfillment. Total Combined Agents - 1,000+. Managed

a $40MM P&L in 2001 - Grew and managed major Client relationships for

companies including Microsoft, Palm, NBC, Handspring, Compaq, SBC, Sun

Microsystems, Macromedia, Adobe and HP.

VICE PRESIDENT OPERATIONS AND CORPORATE OFFICER

HIGHLIGHTS FOR CHILDREN MAGAZINE Columbus, OH

Responsible for executive leadership for IB/OB Sales Call Center - total

agents 125. Established and managed all outsourcing vendor activity

utilizing 3-5 partners processing OB sales of continuity and ancillary

products - total agents 550.

VICE PRESIDENT OF OPERATIONS

ICT GROUP INCORPORATED Virginia Beach, VA

Responsible for start-up, strategic direction and operational

responsibility/performance for 5 IB/OB Sales/Support Contact Centers -

Total combined agents 1,500

Education

Gannon University BA -Communications

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