Sales Customer Service

Eric S. Norsworthy

***** ******** ***** ? HOUSTON, TX 77433

? Phone: 281-***-**** or 281-***-**** ? E-mail: Ericlt@Houston-

Bookkeeping.com

Professional Summary

Operations efficiency specialist, implementing best practices and improving

KPIs ? Articulate communicator who works well with individuals on all

levels ? Top performer who thrives in a high-expectation, fast-paced

environment ? Training methodology expert, transforming complex information

into effective learning modules

Core Competencies

Program design/sales strategy ? B2B/B2C ? Direct sales ? Development and

motivation of high-performance teams ? Project management ? Benchmarking

and performance metrics ? Training objectives, curriculum, lesson plans and

manuals development ? Change management ? Deep knowledge of customer

acquisition, retention and loyalty programs ? Workforce management ?

Vertical expertise includes Construction, Energy Management, Automation

Controls, Financial Services

Professional Experience

Next Step Financial Services

Houston, TX

Bookkeeping and Tax firm providing business development, training, and

payroll services to the greater Houston region.

Marketing Manager - May/2008 - Present

Responsible for the development of strategy-driven solutions, driving

client revenues, reducing costs and improving customer service and client

retention.

o Tax Advisor for both personal and various business entities (LLC, S-

Corp, Sole Prop)

o Business Development for Energy Management, automation controls,

power distribution and monitoring equipment.

o Provided bid packages for a variety of sectors including Industrial

and Commercial construction.

o Sold services for Building Automation and Systems Integration.

o Designed marketing materials including logos, newsletters, brochures,

and catalogs.

o Provide support to Next Step Financial Services, Inc. including

business coaching, targeted training, and staff development across

multiple industries.

Client Development Services (CDS) Henderson, NV

A $36MM marketing company providing business-to-business communications and

account management for progressive companies seeking revenue growth,

shorter sales cycles and increased customer loyalty, serving industry-

leading companies in healthcare, technology and financial services.

Program Manager, Development - Apr/2007 - May/2008

Reported to Director of Operations. Responsible for 55-seat call center

management, leading 7 teams across various retail industries including

Financial Services, Pharmaceuticals, and Medical Devices; created

development programs; directed inbound/outbound sales skills and supervisor

training programs.

o Managed portfolio worth $8.7B, generating $8.6MM annual revenue.

o Managed 40 direct-report account managers for GE Retail Finance

(divisions of Furniture, Jewelry, Electronics, Flooring, Sporting

Goods, Farm/Seed, and Music); teams trained and developed merchant

credit portfolios from $5B to $8.7B for client inside of 1 year.

o Indirectly managed 15 lead-generation specialists for Kodak Dental

Imaging Systems; achieved 17% conversion rate from completed calls to

face-to-face demonstrations, generating sales leads with $40MM

potential revenue.

o Provided Kodak with detailed marketing information, transforming

business from new entry to second most recognized solution within 6

months.

o Responsible for training, productivity, quality, staff development,

and campaign strategy.

o International experience with Canada.

o Implemented operational metrics development, creating specific call

flows and directives, reducing time-per-call and increasing contacts

per hour from 10 CPH to 18 CPH.

o Implemented QA process including agent monitoring, coaching and

integrated agent bonus, increasing QA scores from 70% to 93-95% in 90

days.

DHL Express USA Tempe, AZ

The $1.5B US arm of express delivery giant DHL, which itself is a

subsidiary of Germany's $97B Deutsche Post. The operations of DHL Express

(USA) are coordinated with those of other DHL express delivery units;

overall, DHL serves some 120,000 locations in more than 225 countries and

territories worldwide.

Telemarketing Vendor Manager - Apr/2006 - Feb/2007

Reported to Director of Marketing. Responsible for multi-site, multi-state

vendor performance for multiple inbound, outbound and blended marketing

campaigns over three remote sites (100 total seats); negotiated service

agreements; managed Statement of Work contracts, vendor telemarketing and

data entry budget tracking/invoice reconciliation.

o P&L responsibility for $3.7MM.

o Supervised Data entry team and DHL Lead Supervisor (6 direct reports,

2 indirect reports).

o Analyzed call lists; conducted business reviews; led vendor training

on marketing campaigns and process implementations.

o Marquee vendors included West Corporation and Sutherland Global

Services.

o Redefined completed call dispositions to more accurately track and

qualify business leads, increasing Field Sales team's close ratio from

15% to 43%. Increased IB Service Levels from 80/20 to 90/10 (80% of

call answered in 20 seconds or less to 90% of calls answered in 10

seconds or less).

o Required an increase in reported monitoring scores from both vendors.

Conducted live and remote monitoring to ensure company objectives and

Service Level Agreements were being met.

MSA Solutions, Inc. Tempe, AZ

A privately-held developer of software and technology to provide client

solutions, comprehensive customer care, loan servicing, collections and

telephone sales and cross-selling to Fortune 500 companies and

International (British Telecom).

Operations Director - Sep/2004 - Mar/2006

Reported to VP, Operations. Responsibilities included operations

management of 700-seat inbound, outbound, blended call center, training,

productivity, quality, supervisor/staff development, campaign strategy, and

Mosaix and Noble call systems; managed all sales operations, KPIs, sales

quotas, QA, and account management.

o P&L responsibility for $32MM; managed 11 direct reports and 350

indirect reports.

o Marquee clients included Chase Bank, Bank One, Capitol One Auto

Finance (COAF), British Telecom, and Countrywide Mortgage.

o Managed telemarketing into Great Britain to recapture lost accounts.

o Authored and delivered development and training for clients in the

areas of Banking, Home Loans, and Higher Education Loan

Consolidations.

o Responsible for outbound supervisor/sales skills training.

o Created and conducted Call Center Management training program

including team building, coaching, shift operations, program

management, and call processor operations.

Affinitas Corporation San Antonio, TX/Tempe, AZ

A $ 26MM provider of Customer Contact Centers, eSolutions, Direct Mail

Database Development, Market Research, Analytics, Creative and Professional

Services to Fortune 500 Cable, Telecom, Financial Services, and Publishing

clients.

Operations Director - Sep/2001 - Aug/2004

Reported directly to VP of Operations. Directed 95-seat multi-lingual

outbound call center; managed productivity, training, quality,

supervisor/staff development, campaign strategy, and ACD call systems in

multiple service offering environment including B2B, Customer Service,

CLEC, Cable TV, Long Distance, Consumer Sales, Political Polling, and Help

Desk.

o P&L responsibility for $6.5MM annually; managed 10 direct reports and

190 indirect reports.

o Marquee clients included Gevalia Coffee, RCN Cable, Time Warner Cable

Florida, Time Warner Cable LA, Wall Street Journal, Birch Telecom of

Texas, Qwest, and Qwest Wireless.

o Led call center management training including team building, coaching,

shift operations, program management, and call processor operations.

o Achieved 80% renewal rate for Gevalia Coffee and ~50% WinBack rate.

o Maintained Agent QA scores at over 90% across all programs/clients.

o Designed and delivered outsourced Operations/Quality call center

training including process metrics development, human capital

development and technology solutions.

APAC Customer Services Cedar Rapids, IA

A $600MM provider of outsourced customer-management and acquisition

services, operating multiple customer interaction centers in the US and the

Philippines.

Call Center Business Manager - Sep/1999 - Aug/2001

Reported directly to Regional Manager. Responsible for multi-site/multi

state outbound call center management (196 total seats); led B2B/B2C sales

operations for 3 clients with several products; also managed productivity,

training, QA, leadership/staff development, campaign strategy, and ACD call

system.

o P&L responsibility for $12MM; managed 15 direct-reports and 300+

indirect reports.

o Marquee clients included Discover Card, Qwest Wireless, and

MasterCard.

o Created training programs for supervisors, agents, trainers and

managers, for changes in call center technology, selling skills,

center management, and dialer theory.

PRP Wines International Chicago, IL

A $55MM leader in Direct Sales of prestigious wines from all major wine

growing countries throughout the world.

Divisional Wine Club Sales Manager - Sep/1998 - Aug/1999

Reported to President and CEO of American Operations. Ramped and launched

inbound/outbound call center; wrote sales materials, consultative

telemarketing scripts; developed employee guidelines, salaries, policies,

bonus structure, Internet newsletter, copy for company webpage, and

alternative marketing.

o Managed 15 phone agents.

o Increased membership from zero to 1,000+.

o Responsible for recruiting, staffing and development of sales and

account management staff, increasing sales from $0 to $75K in less

than 12 months.

o Created client development and tracking system; processed credit

charges and installed alternative payment program, reducing delivery

times from 2-3 weeks to 1 week or less; increased customer

satisfaction and increased order size.

Professional Telemarketing, Inc. Raytown, MO

A privately-held provider of prescription drug detailing to Fortune 500

pharmaceutical companies and medical equipment makers as well as Care

Credit, a medical credit card.

Account Manager/Quality Assurance - Mar/1994 - Aug/1998

Reported directly to VP, Operations. Responsible for client accounts

within call center including Financial Services, Pharmaceutical,

Healthcare, and Medical Equipment.

o Marquee clients included Marion Merrell Dow, Care Credit, SmithKline

Beachum (now GlaxoSmithKline), Wyeth Ayerst (now just Wyeth), Bausch &

Lomb, and Abbott Labs.

o Managed up to 25 representatives through monitoring, coaching, and

training.

o Increased project revenue 250% from $30K annually to $750K within 3

years.

o Led product and conceptual sales training by phone and in person,

training over 10,000 persons in 2.5 years.

o Helped design and implement training program for Health Care credit

card, improving customer service and improving customer retention.

AAA Satellite, LLC Kansas City, KS

A privately-held provider of sales and service on DISH Network, Direct TV &

VSAT satellite systems plus Security Cameras, Alarm Systems, card access,

wireless Internet and more; serving customers in the Midwest for 20+ years.

Marketing and Sales Manager - Jul/1991 - Feb/1994

Reported directly to Owner. Responsible for management of blended call

center, outside sales team, and installation crew.

o Managed 6 direct reports and 6 indirect reports.

o Managed all hiring, training and supervision; created sales scripts;

doubled company revenue from $500K to $1MM in 1 years by combining

advertising, telemarketing, and outside sales.

Education

UNIVERSITY OF KANSAS, Lawrence, KS

Coursework in General Studies

Professional Development, Notables

o Willing to relocate domestically; business travel tolerance up to 30%.

o Expert with all Microsoft Office applications, EIS/SER call processor

software and hardware.

o Skilled with Noble Systems, Mozaix, CSG, Cognos Reporting, Witness,

Filemaker Pro, Telemagic, and other database systems including

SalesForce (comparable to Business 1 SAP)[pic]

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