Customer Service Quality Assurance

Buzz Stitzer

Email: *********@********.***

Address: ***** *.****** ***** *****

City: Phoenix

State: AZ

Zip: 85086

Country: USA

Phone: 480-***-****

Skill Level: Director

Salary Range: 150

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

BUZZ STITZER

954-***-**** 41417 N. Anthem Ridge Drive, Phoenix, AZ 85086 *********@********.***

SENIOR-LEVEL OPERATING MANAGEMENT EXECUTIVE

Accomplished, highly motivated Call Center Industry Professional with more than 20 years experience leading successful start-up, turnaround, and high-growth BPO companies, acquisitions, and partnerships. Delivered millions of dollars in profit growth through success in PL management, acquisition negotiations, strategic planning, and cost containment. Expert in identifying and capturing market opportunities, building profitable relationships, and utilizing economic development to drive cost effective and long-term revenue growth. Team-based leadership style with excellent interpersonal skills. CAREER ACCOMPLISHMENTS

KAPLAN UNIVERSITY (2009-present)

Oversee the admissions call center function for Kaplan University.

Responsible for the development and production of directors and associate directors.

Accountable for maintaining and adhering to established service levels.

Developed annual operating plan designed to increase student matriculation and improve quality interactions with perspective students while reducing cost per start.

Designed, developed and implemented coaching process across the enterprise.

Work closely with key cross functional leaders, such as recruiting, call center solutions, IT, and operations to maximize objectives.

Close working relationship with vertical vice presidents in an effort to execute growth plans for various undergraduate degree programs.

Developed admissions Balanced Leadership Scorecard to more effectively evaluate both qualitative and quantitative results.

eTELECARE GLOBAL SOLUTIONS (2003-2009)

Led a transition team that merged Manila based eTelecare with domestic based Phase 2.

Responsible for integrating standard operating procedures across 11 eTelecare sites.

Reduced U.S. operating costs by 1.2 million dollars in 2005.

Re-engineered recruit/select/train/retain processes. Reduced turnover by 30%.

Led global employee value initiative Day One Through 45. Re engineered employee on-board process.

Selected and guided a project team which reduced average handle time by 90 seconds, reduced ASA by two minutes, raised customer satisfaction from 72% to 88% in a 90 day period, increased agent on board compliance time from 74% to 92% in a 90 day period.

Developed a strategic capacity plan for U.S. and Philippine regions. Implemented methodology to forecast seats, agents, and leaders on a weekly, monthly and quarterly basis.

Worked closely with real estate partner Trammel Crowe to add 650 incremental seats in the U.S. and 540 incremental seats in the Philippines.

Selected and led a team to update Business Continuity Plan to better address all SEV1 outages.

Re-engineered applicant sourcing process in an effort to redefine applicant profile. Oversaw $150,000 media spend.

WEBSMART (2001-2003)

Generated over $1.3 million in monthly revenues by designing and directing the implementation of a powerful business model.

Secured over $2 million in funds and economic development grants to facilitate organizational growth.

Spearheaded successful missionary vision for company, and personally provided continual leadership training to management team.

Developed an in-house, off-the-shelf product that created a new revenue stream, and bridged the gaps between client starts and stops.

Z-TEL/DIRECTEL/IDRC/PROMARK ONE (1990-2001)

Led organization through tremendous growth, enabling sale of company for two times revenue.

Created a business model with an all-in cost of $17.50 per hour while consistently generating 20-25% center EBIDA.

Piloted successful turnaround strategy, re engineering business model, and recruiting management team to implement key tactics and initiatives.

Introduced leadership training to organization and facilitated growth of key management personnel into visionary front line leaders.

Built North Dakota operation and launched several call centers within 60 days of signing lease.

TELECOM USA (1988-1990)

Orchestrated achievement of over $2.8 million in monthly revenues and consistently outperformed in-house group, by developing contracts with 10 teleservices agencies to sell residential and B2B long distance products.

MCI (1984-1988)

Fast-track advancement through a series of increasingly responsible positions, beginning career as a Night Shift Manager, promoted to Center Manager within 9 months, and to final position of Regional Director 18 months later. PROFESSIONAL EXPERIENCE

eTELECARE GLOBAL SOLUTIONS, Scottsdale, Arizona2003-2009 Vice President of US Operations

Complete PL Responsibility for five sites that comprise the eTelecare US region.

In charge of the implementation and execution of several initiatives that increased the overall gross margin percentage across the eTelecare Global Solutions client mix by ten percent.

Re-engineered the performance based compensation plan through the development of scorecards, that aligned with both the internal operating plan and bank covenant.

WEBSMART, Minot, North Dakota 2001 2003 COO

Developed strategic and business plans, and led organization through funding, staffing, and operations start-up.

Held full responsibility for finance and budgeting, client services, quality assurance, IT, human resources, sales, marketing, and operations management.

Oversaw daily operations of 4 inbound and outbound call centers with more than 500 seats.

Provided comprehensive updates to Board of Directors on a quarterly basis.

Z-TEL, Tampa, Florida 1990 2001 COO

DirecTel (1998-1999)

IDRC (1996-1998)

ProMark One (1990-1996)

Led corporation through a series of acquisitions, each time charged with responsibility to re engineer business infrastructures in order to leverage distinct organizational competencies, while preserving a productive workforce.

Directed financial services, credit card, collections, customer service, and inbound retail functions associated with the sale and service of bundled, flat rate, and win-back long distance products.

Built profitable, mutually beneficial relationships with major corporate clients that promoted account longevity.

TELECOM USA, Cedar Rapids, Iowa 1988 1990 Director of External Teleservices

Charged with developing and implementing a business plan focused on outsourcing 120,000 hours of outbound telemarketing per month.

Recruited and managed 10 site managers responsible for working cooperatively with each vendor.

MCI, Phoenix, Arizona 1984 1988 Regional Director, West Division, Residential Businesses

Held concurrent management accountability for two 250 seat call centers with outbound sales/customer contact, inbound customer service, billing/collections, and training functions.

EDUCATION

DRAKE UNIVERSITY, Des Moines, Iowa

Bachelor of Science in Business Management, Bachelor of Fine Arts in Speech Communication, 1983

PROFESSIONAL AFFILIATIONS

Minot Area Development Association

~ Chairman, Board of Directors, 2002

~ Member, Board of Directors, 1997-2003

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