Sales Customer Service

MICHAEL J. NEMER

***** ***** **. *****: 402-***-****

Omaha, NE 68118 Email: abnnsj@r.postjobfree.com

EXECUTIVE SUMMARY

A successful business executive with extensive background in business and consumer services. Led sales

and leadership teams selling into these industries: financial services & insurance, prepaid, corporate

incentives, consumer, telcom/ISP/cable, technology, healthcare and automotive. Experienced sales/business

development professional and P&L manager. Extensive global experience. A proven, results oriented leader

with specific skills and expertise in:

PROFESSIONAL EXPERIENCE

GiftCertificates.com, Omaha, NE January 2008 – October 2008

Private equity backed e-commerce incentive and gifting company providing pre-paid products and services to

the corporate and consumer market.

General Manager

Senior Vice President of Sales and Marketing

Joined this $80 million company to lead the planning and execution of GiftCertificates.com corporate

strategy, manage internal and external sales efforts, develop go-to-market approaches for each business line

and mobilize organizational resources to achieve strategic aspirations.

• Direct reports included inside sales, enterprise sales and marketing.

• Sales channels included Internet, phone (inside sales) and direct (outside sales).

• Reorganized the sales organization to align it more closely with industry verticals.

• Led a team in developing an enterprise offering to the business incentive market.

• Refined marketing and e-commerce strategy for the company’s B2C channel.

• Created an e-commerce B2B strategy leveraging social networking partnerships.

• Improved e-commerce ROI by focusing on financial return vs. standard web KPI’s.

• Led multifunctional team that successfully rolled out new website and self-service portal.

SITEL Corporation, Omaha, NE 1995 – 2007

$1.8 billion publicly traded business services and outsourcing company serving both mid market and

enterprise clients.

Global SVP Relationship Management

Integration Team Member SITEL/Client Logic merger

Selected to the combined integration team to manage the transition/integration of SITEL and Client Logic.

Led the effort to grow the combined company’s embedded client base ($1.8 billion in revenue). Developed

the relationship management/business development organization globally managing a team of over 20 sales

and relationship management professionals.

• Successfully completed the transition/integration of two large global organizations.

• Designed the global Relationship Management structure for all geographies.

• Successfully combined North American account management/business development teams.

• Rolled out the Relationship Management structure for Europe and rest of world.

Chief Operating Officer North America (2003 – 2007)

Led the largest regional group in the corporation. Responsible for all aspects of performance and results of

this $450 million division with a strong focus on sales and relationship management. Reported directly to

Chairman of the Board and Executive committee. Managed multiple P & Ls and supported seven distinct

business units providing a full range of customer service, sales, technical support, transaction and

processing support as well as collections services to multiple industries.

• Led growth of business with approximately 14,000 domestic employees operating out of 25 facilities in

11 states and three Canadian provinces.

• Led client teams that renewed group’s 3 largest client contracts worth $157 million annually.

• Led/assisted business unit sales teams that closed over $129 million (annual) in new sales.

• Grew operating margin from $3.7 million in 2003 to $37 million in 2006.

• Re-established Offshore sales and management teams, taking business from break even to generating

approximately $16 million in operating margin on $51 million in revenue.

• Developed acquisition strategy for key technology that resulted in savings of over $2.6 million annually.

• Board member for India, Philippines and Jamaican subsidiaries.

President Financial Services Group (2001 – 2003)

Interim President Consumer and Energy Services (2001 – 2002)

Selected to lead three of the six US business units after reorganization. Was required to build teams that

would spin off and lead Consumer and Energy business units. Full P&L responsibility for the Financial

Services Business unit serving the banking, credit card and mortgage industries. Reported to SITEL

Executive Committee. Led all sales, operational and strategic functions: business development, client

services, operations, finance and shared services.

• Business operated out of 5 locations with almost 5000 employees.

• Generated over $61 million in revenue and averaged over $9 million in operating margin.

• Led sales organization that closed 10 new logos with $40 million in annual revenue.

• Generated operating margins 25% higher than target by setting sales strategy that focused on value-add

solutions, i.e. performance based pricing and gain sharing.

• Identified and established management teams to lead two other divisions and assisted in the creation of

these businesses serving the utility and consumer industries.

• Created and led team to review various cost centers adding over $2.5 million in earnings by streamlining

procurement process and redesigning benefits plan.

• Chosen over nine peers for COO role in North America.

Senior Vice President Strategic Accounts (1998 – 2001)

Promoted to this newly created role in the company. Responsible for growing and developing the company’s

largest strategic accounts. Goal of the organization was to position SITEL as a strategic and value-add

partner to “C” levels within our clients’ organizations. Objective of the team was to generate more

opportunities from SITEL’s existing client portfolio. Gained valuable experience selling and negotiating with

“C” level executives.

• Part of original team (along with CEO and CFO) created to develop and roll out this strategic initiative.

• Developed second largest revenue and profit account at SITEL with revenue in excess of $75 million.

• Closed new business and grew key accounts on average of 100% per year.

• Consistently exceeded all goals for targeted relationships.

• Mentored new members of the team.

• Sold and established relationships in 3 additional countries: France, England and Ireland.

General Manager Financial Services (1997 – 1998)

Selected to establish a new, greenfield business unit selling to the largest integrated financial services

organizations in US. Key responsibilities included business planning, budgeting, hiring key personnel,

building messaging and targeting to the relevant market segment and establishing pipeline. Built a self-

directed, performance oriented team that consistently exceeded all performance and financial goals. Led all

sales efforts.

• Grew business from zero baseline revenue in April 1997 to run rate of over $12 million by June 1998.

• Secured what was to become largest financial services contract in the industry.

Vice President of Business Development (1995 – 1997)

Recruited to expand product and service offerings for the business unit focused on the financial services

industry leveraging my experience in the investment and retail banking space. Responsible for sales and

business development with new and existing customers. Clients included credit card issuers, retail banks,

mortgage companies and investment and mutual fund managers.

• Closed eight new opportunities in first twelve months with run rates exceeding $10 million.

• Established company’s first relationships in retail banking, mortgage and mutual fund industry.

• Built company’s first NASD licensed sales and customer service team.

Various officer positions in the retail brokerage & investment industry (1983 – 1995)

Held various sales and management positions with national and regional brokerage firms

• Consistent top producer.

• At the time, was second youngest employee to earn Vice President title at Dean Witter Reynolds.

• Recruited by EFHutton to join their management-training program.

• Managed and mentored sales teams consisting of more than 20 professionals.

• Held brokerage, insurance and principal licenses for over 10 years while managing multiple offices for

various regional firms.

EDUCATION

BSBA, Finance, University of Nebraska/Lincoln

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