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Sales Customer Service

Aurora, Colorado, 80016, United States
May 24, 2010

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Feliza Irvin

***** **** **** *****, **********, Colorado 80016

Primary Number: (720) ***-****

** + Years of Expertise in Call Center Operations, Vendor Management, &

National Support

Results-focused executive with extensive operations & P&L experience for

publicly & privately held companies. Unique problem solver & visionary

thinker with proven track record of major success in sales, marketing,

operations & P&L in startup, turn around, & rapid growth environments.

Skilled at building, solving, & maintaining client/vendor/internal company

opportunities that have, consistently minimized cost, increased profit

margin, maximized quality, & contributed to the growth & success for

several national & international multi million/billion dollar corporations

with hundreds of thousands of employees, such as Microsoft Corporation,

Qwest Communications International Inc, American Express CO, JP Morgan

Chase & CO, MCI/Verizon Communications Inc, Siemens AG, Apple Inc., Sykes

Enterprises, Incorporated, Emerson, Trend Micro, Sprint, GMAC, & AT&T

Core Competencies:

P&L Management Outsourcing Worldwide Service Expertise


Financial Planning & Management Sales Process

Improvement Project Management

Compensation Plans Vendor Relations Vendor Management

Business Development

Reporting Capacity Planning Resource MGT

Contact Management

Diving Accountability Quality Control Customer

Satisfaction Training Development[pic]


FFJ LLC, DBA Eagle1Solution, Inc Centennial,

Colorado 2006 --



Responsible for introducing new products, services & distribution

channels to facilitate the restructuring & top & bottom-line growth

for current & future clients. Created a specialized business process

outsourcing strategies that enable companies to increase market

share by decreasing operational cost & simplifying processes which

increase retention & strengthen their image & brand. Provided

strategic outsourcing, technology solutions, & operational

consulting services for several multi million/billion dollar

corporations/accounts in need of global consulting, technology, & or

service providers in verticals such as Telecom, IP, VOIP,

Technology, Retail, Manufacturing, Hospitality, Entertainment, &

Finance. Companies include, but are not limited to Sykes

Enterprises, Inc, Bell Industries Inc, Apple Inc, GMAC, and Bell


Key Accomplishments:

> Partnered with over 25 companies in the product solution market &

pre-negotiated deep discounted products & services that virtually

improved business units, & small - fortune 500 organizations.

> Improved NOI by 23% while increasing revenue by 215%

> Improved profit margin by an average of 30% for clients performing

customer service, billing, 1st & 2nd level technical support,

sales, & collections in verticals, such as telecom, technology,

hospitality, & finance by strategically off shoring & or re-

shoring business processes.(over 2,000 seats at a time)

Bell Industries - Indianapolis,


January 2007 - August 2007

Bell Industries Inc, (BLLI, PK) ($1.3 Million Sales) IT systems

integration services, RMA & BPO

VICE PRESIDENT - Business Development

Consulted with Bell Industries & its clients & was recruited to be

the Vice President of Business Development after 1 year of

successfully growing its existing client base by $1 Mil. As the

VP, Business Development I was responsible for enhancing the

companies marketability by strategically expanding alliances &

channels to meet the overall needs of current & new business clients

specific to contact center services. Responsibilities included

strategic planning, development of marketing strategies, gross

revenue, new business development, financial planning, & sales

teams. Increased customer relationships, integrity, loyalty, &

market share.

Key Accomplishments:

> Decreased cost & increased revenue by an average of 27% by

creating strategic partnerships specific to the contact center


> Restructured & implemented an industry focused sales, marketing, &

account management organizational structure that delivered new

programs & increased marketability

Sykes Asia- Manila


2005 - 2006

Sykes Enterprises, Incorporated (SYKE) ($816,129 mil Sales)


Responsible for the development & execution of strategic sales,

marketing, & financial plans for this global BPO services company.

Developed & managed strategic relationships, joint ventures, &

strategic alliances to grow Sykes Asia Pacific operations & revenue.

Sykes broad portfolio of services includes contact center support,

back office, & outsourced receivables management for a diversified

customer base. Sykes operates a global network of 62 centers that

enable clients to reduce operating costs, increase cash flow &

improve their overall customer experience.

Key Accomplishments:

Increase current business by $1 Million & new revenue by $10

Million in a year

> Developed & implemented the company's BPO strategy & re-branding


> Redefined the company's revenue generation efforts by revamping the

sales & marketing structure throughout the Philippines, India,

Australia, New Zealand, & closing sales for US & China.


Trusted with the responsibility to implement & improve a key

initiative involving an expense & revenue reporting system throughout

Sykes Asia. The project was a top down initiative that needed high

level attention to implement, because the tool served as a P&L & KPI

reporting for Sykes executives & everyone with P&L & KPI


Key Accomplishments:

> Designed & implemented a reporting tool for 6,500 employees

(developed business rules & priorities)

Increased performance in Asia by 20%.. Asia is now one of the

top leaders in using this tool that is a vital instrument for world

wide Sykes leaders.


Accountable for exceeding gross profit margin, account growth,

contractual key performance indicators, P&L,

& the planning & coordinating of all aspects of the support service

delivery for accounts with different lines of business, such as

Microsoft Corporation, Qwest Communications International Inc,

American Express CO, JP Morgan Chase & co, MCI/Verizon Communications

Inc, Siemens AG, Sprint, AT&T, Adobe, & Palm.

Key Accomplishments:

> Increased profit margin by an average of 35% on initial 10 P&L's

totaling 27 Million dollars in annual revenue with 1,400 Microsoft

& Siemens employees.

Achieved #1 ranking in sales & customer satisfaction & among

several vendors on numerous accounts. (Highest level of

satisfaction ever seen)

Integrated global technology platforms to optimize & better

integrate fulfillment activity.

MCI Telecommunications- CANADA, PI,


1995 - 2004


Managed all support operations in 350+ Customer Service &

Telemarketing Center. Responsible for excellent client/vendor

relationship & day to day support for all personnel including

reporting, statistics, budget, training, implementation, management

development & center strategy.

Key Accomplishments:

> Consistently Ranked #1 in sales & quality among 14 sales sites


Managed & inspected 100% vendor contract compliance,

optimizing overall sales performance; maintaining acceptable

billable hours & yielding a strong ROI.

Successfully coordinated & implemented new customer segments

never before handled off shore


Responsible for a nation wide sales & service & inbound bilingual

sales organization of 257+employees & 18 Supervisors.




. Vendor . Sales & Service . Consumer Small

Operations Support Supervisor/RMG POC Business Supervisor

. Network Sales . Premier Financial . Small Business IB

Agent Services/Fraud Supervisor Local Sales



Community College of Denver & Arapahoe Community in Colorado

Professional Development Coursework:

Making the stage speech coaching (Peak Potentials) 2007, Wealth & Wisdom

(Peak Potentials) 2007, The Success Principals (Jack Canfield) 2007,

Mastering Influence, Train the Trainer (Peak Potentials) 2006, Customer

Relationship Management (ICMI) 2005, Leadership & Business Management

(ICMI) 2005, Call Center People Management (ICMI) 2003, Managing Change

(MCI) 2003, Path Finder Management Development Program (MCI) 2002, Cultural

Diversity in the Workplace, 2002, Time Management (Franklin Covey (2001),

Interpersonal Communication 2001, Forerunner Leadership Development Program

2001, Who Moved My Cheese (MCI) 2001, Lessons on Leadership, 2000, Managing

Motivation for Performance Improvement, 2000, Lincoln's Lessons on

Leadership, 1999, Inside out Coaching, (MCI)1999, Continuous Improvement

(MCI) 1999, Service & Sales Excellence (MCI) 1997, 7 Habits of Highly

Effective People, (MCI)1996, Seal the Deal Sales (MCI) 1996, Close (MCI)


Extra Curricular

2005 2007 Vive President Toastmaster Manila

2007 - 2009 Vice President, Mountain Chapter American

Teleservices Association

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