CHRISTOPHER B. STAM

**** ****** **** - **** *******, PA 19382 - Tel.: 484-***-**** - E-mail:

abkjvo@r.postjobfree.com

SKILLS INVENTORY

Contact Center Expertise Credit Card Industry Expertise

Insurance Industry Expertise

Direct Marketing Expertise Vendor Management Expertise Client

Services Expertise

Analytical Problem Solving Leadership/Team Building Int'l

Contact Center Expertise

P&L Planning/Budgeting Project Management Expertise

Credit/Collections Expertise

EMPLOYMENT HISTORY

Sutherland Global Services, Rochester, NY - 2008 - Present

Sutherland Global Services is a privately held Business Process Outsourcer

(BPO) specializing in inbound and outbound contact center services.

AVP, Global Operations

. Global operations leader for profitable multi-million dollar annual

revenue program providing inbound, outbound & chat technical support,

customer service and sales services for leading telecommunications

client.

. Program is run out of five global geographies - Canada, India, Mexico,

Philippines (Davao & Makati) & US (Work @ Home) with 1,500 associates

and support staff.

. Grew program four fold in seven months time which included launching

four additional locations.

. Met all client key performance indicators (KPI) in less than five

months.

. Introduced agent scripting tool that assisted agents by shortening the

learning curve allowing them to reach KPI goals faster.

Harte-Hanks Contact Center Solutions, Cherry Hill, NJ - 2002 - 2008

Harte-Hanks is a worldwide direct marketing and targeted media company.

VP & General Manager, Contact Center & Consulting

. P & L responsibility for contact center & consulting units -

approximately 750 associates in multiple facilities.

. Responsible for acquisition and business development of current and

prospective clients.

. Responsible for budgeting and strategic planning of both contact

center and the consulting practice.

. Developed and executed plan to target leading corporations which

enabled the unit to diversify contact center client base toward

inbound customer service and tech support in the high-tech,

entertainment and healthcare industries. Once executed, this plan led

the turnaround that brought the division from financial deficit to

profitability in 12 months of my arrival, including $2M profit

turnaround that brought the unit back to positive operating income

after five years of deficits.

. Spearheaded international projects to develop relationships with and

test viability of various international strategic partners.

. Performed due diligence, selection, start-up and training for Delhi,

India site.

. In consulting role, worked in London, England and Edinburgh, Scotland

for the fifth largest bank holding company in the world in 2004/2005

redesigning and implementing the bank's internal and external (vendor)

inbound and outbound contact center strategy for the Credit Card

Marketing Division for collections and customer service.

AIGM, Wilmington, DE - 1998 - 2002

American International Group Marketing (AIGM) offers consumers Property &

Casualty and Life and Health Insurance.

Director, Account Management, Sponsored Business Division

. Responsible for all aspects of program's success, managing AIG's

relationship with then, the second largest credit card bank in the US

ensuring that all of their programs (inbound/outbound/direct

mail/internet) were delivered on time according to client

expectations.

. Worked with client, AIG attorneys and other managers to ensure legal

compliance of all marketing materials.

. Met and negotiated with representatives of various state insurance

commissioner's offices to discuss DOI issues and appropriate marketing

programs.

. Worked with AIG and client attorneys and various DOIs to prepare for

market conduct exams and outline auto insurance rollover procedures.

. Responsible for direct mail campaign management from plan to creative

design to response analysis.

. Developed and implemented client branded websites and other

interactive marketing strategies.

. Led team that opened 500 seat Vestal, NY contact center facility

dedicated to this client. Responsible for technology implementation,

hiring, training, development and implementation of multiple marketing

programs.

. Responsible for the program offering - P&C Insurance (Auto, Umbrella &

Homeowners) to Bank's base of 35MM Cardholders through multiple

marketing channels such as Call Transfer, Internet, Direct Mail &

Inbound / Outbound Telemarketing. The primary channel being that of

call transfer from the Bank's call centers to AIGM call center

facilities.

. Led team that developed and executed rollover/conversion of Bank's

existing book of auto insurance. Led development of alternative back

office and front office workflows not previously part of AIGM

structure.

. Led team that developed and implemented daily agent level reports

where no reliable daily reporting existed.

. Led team in writing business case, specifications and rule-bases to

implement Mosaix Predictive Dialer for automated outbound solution.

Program was manual prior to this initiative.

. Worked on team that developed four iterations of list segmentation

strategy to develop three pronged response model.

. Led team in creating changes on Inbound Homeowners program that

resulted in tripling inbound call volumes and ultimately gross number

of sales. Changes also resulted in 40% increase in homeowner's

insurance conversion rate.

. Led team that more than doubled conversion rate of Bank's Auto

Insurance Program. Conversion rate increase was done in a four-month

period of time through the implementation of a lead segmentation model

and development, training and focus of sales skills in the call center

with a more aggressive sales oriented focus.

. Conducted market research programs to determine customer sales and

service satisfaction.

. Managed transition from call guide scripting to requiring that agents

follow a conversational verbatim sales focused script.

. Member of team that wrote business case and requirements documents for

Network Interactive Voice Response (IVR) Unit and Customer

Relationship Management (CRM) System.

ICT GROUP, INC., Langhorne, PA - 1996 - 1998

ICT Group is an independent provider of contact center tele-services.

Assistant Director, Client Services, Financial Services & Insurance

. Responsible for coordination, start-up, and project management for

clients in the financial services (credit card) and insurance

industries for the purposes of conducting inbound and outbound

telemarketing programs.

. Ensure all client programs are delivered on time and to client

expectations.

. Developed and implemented client branded websites and other

interactive marketing strategies.

. Responsible for establishing, maintaining and expanding relationships

with clients.

. Assist Business Development team with new business presentations and

RFPs.

. Responsible for writing and implementing marketing plans through the

creation of operational specifications, scripts, job program matrices

and input and output layouts for each telemarketing campaign.

. Responsible for managing, developing and evaluating the account

management staff assigned to the team and setting of goals and

providing timely feedback of achievements and areas for improvement.

. Worked with clients and vendors to develop various list segmentation

strategies.

. Responsible for call center management of five call centers within the

contact center network.

ADVANTA SERVICE CORPORATION, Newark, DE - 1990 - 1996

Advanta was a national consumer credit card marketing bank.

Senior Analyst, Vendor Management 1994 to

1996

Bankruptcy Collection Supervisor 1992 to

1994

Collection Supervisor 1991 to 1992

Collection Representative 1990 to

1991

. Responsible for operations and marketing management of external

vendors consisting of Inbound and Outbound Telemarketing and Data

Entry. Vendors performed data capture and transmission to processor

in an automated environment.

. Responsible for writing and implementing marketing plans through the

creation of operational specifications, scripts and job program

matrices for each marketing campaign throughout the year.

. Maintain vendor relationship through analysis of reports and service

levels, provide analysis and perform audits during each campaign.

Maintain contracts and monitor industry trends and government

regulations.

. Develop alternative methods with vendors to provide service cost

effectively and efficiently.

. Worked with in-house product managers and external vendors to develop

list segmentation strategy.

. Responsible for the maintenance of an automated tracking system (MS

Access) to ensure captured data was transmitted to processing system

in an accurate and timely manner.

. Member of new site development project team. Assisted senior

management in evaluating vendor support, training, and development of

new staff for co-branded product in Colorado Springs, CO facility.

. Member of team that published business requirements and workflow of

UNIX based application processor.

. Managing Editor of Vendor Procedures Manual.

. Developed a series of proactive edits to insure data integrity.

. Reviewed bankrupt accounts for fraud activity to evaluate potential

cases before filing complaint.

. Attended first meetings of creditors for examination of debtors and

evaluation of potential cases.

. Performed as witness for Bank at trial.

. Managed a nationwide network of 20+ law firms for pursuit of

fraudulent bankruptcy cases.

EDUCATION

Eastern University Graduate School of Business, St. David's, PA

MBA, Marketing May 2000

Temple University, Philadelphia, PA

BA, Criminal Justice Dec 1987

MILITARY SERVICE

US Army - 1984-1990 - Combat Engineer (enlisted) and Cavalry Officer,

honorably discharged as a First Lieutenant.

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