Customer Service Management

Sean R. Dubose

**** ******* ******* ( Toledo, Ohio 43617 ( 419-***-**** (

***************@*****.***

Service Delivery & Support Leadership

Strategic-minded leader accomplished in delivering high-impact business

results in diverse work environments through the effective management of

service delivery and call center operations. Champion of innovation in the

areas of customer service and technical support. Accomplished in promoting

and delivering positive customer experiences to improve satisfaction,

retention, and cost efficiency. Influential communicator offering solid

interpersonal skills to foster cross-functional collaboration, facilitate

decision-making, and advocate a culture of excellence in terms of enhancing

the customer experience. Effective in spearheading customer care

initiatives and aligning them with service, timeliness, accuracy,

productivity, and business objectives. Traveled internationally to Japan,

meeting with 6 companies in 11 days and visiting 8 different cities.

Additional areas of expertise include:

Quality Customer Service & Support ( Strategic Planning & Implementation .

Monthly Forecasting . Workforce Management

Business Performance Optimization ( Action Plans ( Customer Retention (

Cost Effectiveness ( Metrics Development

Relationship Building ( Cross-Functional Collaboration ( Root Cause

Analysis ( System & Process Improvements

Service Delivery Models ( Cross-Channel Communication ( Efficiency Gains (

Capital & Operating Budget Management

Human Resources Outsourcing ( Service Logistics ( Project Management (

Problem Solving

Selected Career Highlights

Schindler Elevator Corporation:

. Bolstered team performance and encouraged team excellence amidst rapid

organizational changes, including layoffs, restructuring, and budget

cuts.

. Reduced supply chain costs 5% by renegotiating UPS rates for part

ordering call center. Delivered additional cost savings by limiting

next day ordering.

. Analyzed costs and determined that PC boards were produced 45% cheaper

in South America. Authored the business case to increase South America

capacity as a result.

. Trimmed personnel costs 3%, while maintaining optimal SLA performance,

through effective restructuring of call center operations and via the

implementation of a stack ranking based results and recognition

system.

Sears Holdings Corporation:

. Catapulted annual revenue by $1.8 million, achieved call volume

reductions of 20%, and grew margins 11% by fine tuning IVR Ecommerce

solutions.

. Produced more than $200,000 in annual savings by leveraging IVR to

automate internal and external customer satisfaction surveys.

Accenture:

. Spearheaded major on boarding initiative for a large government

account, integrating existing system with Accenture HR Outsourcing

platform.

. Slashed contingency costs 40% and achieved $12 million in annual

savings by procuring and establishing outbound dialing equipment as

the backbone of a recurrent National campaign.

. Played a key role in instituting HR back office transactions, call

center support and operations, and payroll integration.

Professional Experience

Schindler Elevator Corporation, Holland, OH ( 2007 - Present

Designs, manufactures, installs, services and modernizes elevators,

escalators and moving walks.

Director of Call Center Operations: Develop and steward budgets. Oversee

capital planning. Lead effort to achieve efficiency gains through the

implementation of strategic multi-site resource sharing and load balancing.

Assess and analyze costs and review proposals for the acquisition of call

center tools and new platforms. Serve as North American Marketing liaison.

Define and set the strategic direction of call center practices in Canada,

Mexico, U.S. and Puerto Rico.

SEAN R. DUBOSE ( ***************@*****.*** ( PAGE TWO

Professional Experience

(Continued from previous page)

Director of Call Center Operations with Schindler Elevator Corporation

. Enabled self service, resulting in reduced personnel costs, by

implementing an IVR capability.

. Attained and maintained 4.5 rating in customer satisfaction - the

highest score in the entire company.

. Drove business results via the development and implementation of stack-

ranking processes and by recognizing site, individual, and team

contributions.

. Optimized efficiencies 14% YOY (year over year) by facilitating the

standardization and integration of 3 geographically dispersed call

centers.

Sears Holdings Corporation, Naperville, IL ( 2005 - 2007

Nation's fourth largest broadline retailer with ~ 3,900 full-line and

specialty retail stores in the United States and Canada.

Director of Call Center Operations: Strengthened profit margins (15%

increase) by cutting labor costs and minimizing redundant/inefficient

expenses. Optimized mission critical operations through the development of

Business Continuity and Disaster Recovery IP agent platforms. Secured

strategic partnerships with development connect Avaya business partners.

Accenture, Chicago, IL ( 2001 - 2005

Fortune Global 500 company offering management consulting, technology

services and outsourcing services.

Operations Manager (2003 - 2005) / Strategy Consultant (2001 - 2003):

Provided leadership through the entire project management process,

including orchestration, planning, direction, and organization. Set the

strategic vision. Led BPO HR integrations in support of new payroll

outsourced clients. Facilitated decision-making for the transition and

transformation committee as a solutions architect to project teams. Defined

metrics. Led productive negotiations to arrive at SLA agreements based on

SOWs.

GE Capital, Barrington, IL ( 1998 - 2000

Diversified financing solution provider serving consumers, retailers and

businesses around the globe.

Call Center Supervisor: Mitigated losses including over $400,000 in

residual/auction losses. Provided leadership and direction to the

remarketing division through effective team leadership. Propelled a 7-

member team to generate $3.5 million. Enabled the organization to achieve a

total yearly contribution against auction losses of $15 million; the team

was ranked among the top 2 of out of a total of 15 teams.

Technical Summary

Microsoft Office . Lucent Supervisor . Total View (IEX) . Blue Pumpkin .

Peoplesoft . Siebel 7.5 . ISO 9000 Certified

IEX Performance Suite . Witness Call Recording . Nice Call Recording . SAP

Experience

Education

Executive M.B.A. - Global Operations

University of Toledo

B.S. Business Administration

DePaul University

Additional training includes Certified Strategic Leader (in progress) with

Call Center Industry Advisory Council and Excellence in Leadership

Certification with Schindler University. Details on request.

Contact this candidate