Customer Service Manager

TARIQ ALINUR

**** ** *** ***. *******, Florida **025 • 1-954-***-**** • abntpt@r.postjobfree.com

EXECUTIVE PROFILE

A Senior Level Executive with global Business Process Operations expertise. Background offers more than 20

years of highly successful track records of start up, and turnaround situations in all phases of Senior

Management, Operations, IT, Training, Financials, and Sales. Selected career highlights include turning

around the lowest client rated units to high performers while doubling profitability within 90 days, carrying

out 30-50% operating cost reduction plans, founder of India’s first call center from the ground-up, and recently

building a financial institution’s number one mortgage process service center in Manila, Philippines, which led

to a US$32 million annual savings.

PROFESSIONAL EXPERIENCE

INDEPENDENT BPO CONSULTANT – FLORIDA, Bridgetown, Barbados & Managua,Nicaragua 08/2007 – PRESENT

INTERNATIONAL OPERATIONS AND BUSINESS DEVELOPMENT

ACCEDO TECHNOLOGIES: INTERIM COO

• Advising a start up Bilingual Technology Park, located in Managua, Nicaragua.

• Working in conjunction with the Senior Management team to promote the Call Center industry in

Nicaragua while securing new business opportunities for the company’s technology park.

ACCESS URGENT CARE:

• Developed Business Plan, Financial model and Marketing Plan for a start-up Health Care provider.

• Researched and documented all regulatory and compliance requirements to facilitate Medicare Certification

and Insurance provider contracting.

• Negotiated Terms and ownership structure for a 4 Million dollar investment.

FIRST CARIBBEAN BANK:

• Performed Call Center site audits in Barbados, Bahamas and Jamaica.

• Provided a Gap Analysis of key business processes while providing technology recommendations for

consolidation and growth.

JP MORGAN CHASE BANK N.A. - Manila, Philippines 09/2005 – 07/2007

VICE PRESIDENT - INTERNATIONAL OPERATIONS (CHASE HOME MORTGAGE)

Managing Director, Corporate and Local Board Member, and designated as the signing authority for JP Morgan

Philippines Customer Care Center. Recruited to build the in-house customer service center for the bank’s mortgage

division. Initially built and migrated 500 seats, hired all of the key staff from the support to the leadership team,

and managed the 24hr/5day operations. Quickly grew the site to 700 seats which opened more business

opportunities and 2000+ seats within the next 2 years.

KEY RESULTS:

• Introduced training and process improvements that positioned the site to exceed all performance metrics

ahead of the projected learning curve.

• The site quickly and consistently became the number 1 center outperforming all domestic and international

locations.

• Designed leadership management reporting system, performance management tools, and career

development plans to achieve individual and organizational goals which made the site the center of best

practices.

• Achieved a 90% Employee Satisfaction Site Rating in the first year of operations while maintaining the

highest employee retention rate in the industry.

• The successful offshore migration resulted in a US$32 million annual company savings in 2006 and has

achieved >55% reduction in cost of loan servicing.

TARIQ ALINUR

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GLOBAL TECH FZ - Dubai, UAE 01/2005 - 09/2005

INTERIM CHIEF OPERATING OFFICER

Recruited to re-structure one of the leading Business Processing Outsourcing centers in the Middle East; provided

customer service to clients in North America, Europe, and the domestic region. Responsible for re-engineering the

business model, building a quality focused management team, acquisition of new businesses while streamlining

operation’s efficiency and profitability.

KEY RESULTS:

• Isolated and interpreted key opportunities and challenges of the organization.

• Strategically recruited top talents from India, Philippines, and Middle East.

• Positioned the site to exceed client’s expectations both on performance and staffing metrics.

• Built a pipeline of 12 global customers from Fortune 500 companies to evaluate Dubai as an alternative

offshore outsourcing solution which paved the way for more business opportunities within and outside the

company.

• Acquired US$3 million worth of new business deals within the first 90 days of assignment.

ARISE VIRTUAL SOLUTIONS INC. (previously WILLOW CSN) - Miramar, Florida 2003 -

2004

GENERAL MANAGER

Led Willow CSN home based virtual call center though a period of business and employee growth focusing on

Human Resources, Training, and Operations process improvements. Concurrently, charged to conduct comparative

analysis and develop strategic plans to compete against offshore vendors.

KEY RESULTS:

• Simplified the recruiting and quality process which doubled the Cyber agent pool to 2000 across the United

States.

• Notable speaker promoting the Virtual Call Center Model as an alternative outsourcing business model.

• Implemented 12 new clients by developing a virtual operations management team and leadership processes

to meet and exceed stakeholders’ key performance indicators.

• Selected e-learning vendors and launched the virtual training platform which reduced training cost by 45%

and increased delivery efficiency by 60%.

NEARSHORE SOLUTIONS - North America, Caribbean and Latin America 2001 -

2003

CHIEF OPERATING OFFICER

Founder and operations head for NearShore Solutions’ startup, Global CRM, business process outsourcing, and

client consulting transactions. Accountable for conducting site audits as well as gap analysis to ensure incessant

stakeholders’ profitability. Led the due diligence efforts for several Venture Capital firms and Caribbean

Governments analyzing the feasibility of Near-shore Call Center Services.

KEY RESULTS:

• Successfully transitioned a North America based Medicare Sales Boutique Call Center to a large volume

Customer Care/Sales, Insurance and Pharmaceutical contact center.

• Designed and structured 2 international call centers in Jamaica, and Costa Rica.

• Analyzed, selected, and implemented call center PBX and CRM solutions.

• Managed the sales and marketing processes to assist start-up companies entering the US Business Process

Outsourcing Stream.

TARIQ ALINUR

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FIRSTSOURCE (previously FIRSTRING, INC.) - Bangalore, India & Sterling, Virginia 1999 - 2001

Senior Vice President (Founder)

Founder and pioneer of India’s first International Business Processing Outsourcing operations, broke through

stifling bureaucracy and cultural barriers to build a model for World Class Facilities. Created and facilitated sales

presentations to potential investors and customers. Managed the RFP, due diligence process, and pricing

negotiation for all clients.

KEY RESULTS:

• Evaluated, designed and built an 800 seat contact center from the basic set up of building/facility design to

the actual operations. The site immediately became the country’s call center show room for other

investors.

• Negotiated US$2 Million in capital equipment financing while implementing cost control procedures

managing to the corporate financial model and business plan.

• Spearheaded the creation of the Department of Telecom License which facilitated the international

telecommunications infrastructure for offshore outsourcing in India.

• Recruited and trained all Senior Management and grew the organization to 500 billable FTEs within the

first year of start-up.

• Managed the relationship with the lead investor and joint venture partner The HERO Group, India.

• Acquired contracts worth over $35 million annually via negotiating new lines of business such as customer

and telemarketing services from 4 of the top Fortune 500 companies.

CONVERGYS CORPORATION - Heathrow, Florida 1996 - 1999

Senior Account Manager - Dell Computer Corporation

Account Manager - Sunbeam Corporation

In charge of running the call center operations of the company’s main clients concurrent to full profit and loss

responsibility of a $15.5 million annual budget. Mentor to all managers, supervisors, trainers, and quality coaches

KEY RESULTS:

• Exceeded all goals and contractual obligations.

• Successful turnaround more than doubled the billable FTEs from 180 to 540 TSRs.

• Improved client satisfaction rating from a C- to an A+ within 90 days.

• Consolidated six remote Sunbeam call centers throughout the US and Canada into one centralized

Consumer Affairs Center in Orlando, Florida.

• Developed call tracking and auditing process to meet FDA guidelines.

• Exceeded revenue goals by 120% and reduced the operating cost by 20%.

PRECISION RESPONSE CORPORATION – Miami and Orlando, Florida 1995 - 1996

Operations Manager - AT&T Wireless Services

Company designate to a full profit and loss responsibility of a $30 million Business Process Outsourcing contract.

Developed two full start-up AT&T call centers, managed a staff of 500 for back office processing and 550 for

inbound sales while ensuring optimum performance.

KEY RESULTS:

• Designed all vector call routing for the AVAYA G3 phone system which facilitated a successful

installation.

• Designed, customized, and automated all department vendor reports for accuracy, and uniformity when

communicating with stakeholders. Automated reports also reduced time spent on administrative tasks

which improved supervisor-agent relationship and increased productivity.

• Consistently exceeded all key performance goals.

• Mentored the program’s future leaders and created highly successful transition/development plans.

BOARD AFFILIATIONS

JP Morgan CHASE Philippines Customer Care Center - Board Member 2005 -

2007

FirstRing India PVT. Ltd. - Board Member 1999 -

2001

EDUCATION

Florida International University – BA Organizational Management In

Progress

Miami Dade College - Business Administration 1986 -

1988

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