Customer Service Project Manager
Resume:
Bryan McCann
Email: *********@********.***
Address: ** ***** ***** **.
City: Easton
State: CT
Zip: 06612
Country: USA
Phone: 203-***-****
Skill Level: Director
Salary Range: $225,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Bryan McCann
47 Rocky Ridge Rd.
Easton, CT 06612
*********@********.***
Executive Business Development and Operations Professional seeking position with broad scope of responsibility including direct accountability for top line growth and bottom line profitability.
SUMMARY
Senior executive with broad industry background spanning internet marketing, mobile telecommunications, medical device manufacturing, real estate and financial services. Leadership roles in companies ranging from start-ups to multi-billion dollar corporations. Functional expertise in corporate development, business development, sales, marketing, product development, information technology, customer service and call center operations.
CAREER ACCOMPLISHMENTS
* Led business process outsourcing initiatives, reducing operating costs by over $50 million.
* Shut down non-profitable business unit and re-deployed assets capturing $4 million EBITDA.
* Generated and managed over 50 projects resulting in $100 million mobile product portfolio.
* Negotiated and closed over 70, content, professional service, distribution, and licensing agreements.
* Led development and delivery of many, industry-first, mobile telecommunications applications and products.
* Secured $69 million profit by successfully integrating 29 retail bank acquisitions in preparation for sale.
* Sold $7 million in financial instruments in 3 months by developing and executing direct marketing campaign.
* Implemented $50 million telecommunications infrastructure project; on time and on budget.
* Produced $45 million cost reduction implementing new technology and centralizing call center operations.
PROFESSIONAL EXPERIENCE
TBD Interactive, digital marketing agency, Denver, CO, 9/12 to Present
Vice President-Business Development
* Responsible for developing client sales through establishing new digital distribution channels.
Vertrue, digital marketing, loyalty and membership programs, Norwalk, CT, 1/06 to 4/12
Vice President-Business Development
* Responsible for complex, strategic sales, targeting top 200 Internet retailers.
* Directed major BPO and restructuring initiatives, reducing costs by over $50 million.
* Led closure of unprofitable, $40 million business unit, turning forecast loss into $4 million EBITDA.
XSVoice (acquired by UpSnap), developer of wireless audio applications, Nashville, TN, 1/04 to 12/05
Senior Vice President-Sales and Marketing
* Developed product distribution strategy with wireless carriers, including Nextel and Sprint PCS.
* Established audio content partnerships with major brands, including NASCAR and ESPN.
i3 Mobile (acquired by ACE*COMM), developer of mobile applications, Stamford, CT, 4/01 to 4/03
Senior Vice President-Business Development & Strategic Planning
* Formed strategic partnerships enabling 7-month product rollout capturing first-to-market advantage.
Senior Vice President-Products and Services
* Integrated voice, data, search and text technologies to create personal mobile assistant service.
Sprint PCS, wireless telecommunications carrier, Kansas City, MO, 10/97 to 4/01
Vice President-Wireless Data Services
* Directed full life-cycle development and management of $100 million product portfolio.
* Led 6 functions including R&D, product management and business development.
* Managed teams that negotiated over 50 content agreements and 20 business partnerships within 1 year.
* Developed and launched the Sprint PCS Application Development Program.
Senior Director-Application Development
* Created and staffed new technology organization and built product-focused team of 100+ developers and project managers.
* Developed product support systems and directed integration of wireless gateways, voice-activated mobile services, and wireless telemetry applications.
Director-Information Technology, Client Services
* Directed technology programs for customer service, product management, business development, logistics, and network services functions. Controlled planning, budgeting, project management, and systems integration.
* Planned and managed implementations for all call center technology during extremely rapid company growth stage, supporting multiple centers with over 10,000 agents.
Biomet 3i, medical device manufacturer/distributor, Palm Beach Gardens, FL, 8/95 to 10/97
Director-Customer Service & Telecommunications
* Increased annual revenue by $2 million by developing outbound sales program.
* Managed business and technical functions, supporting 35% annual sales growth.
Ocwen Financial Corporation, financial services, West Palm Beach, FL, 1/95 to 8/95
Manager-Customer Relations & Product Development
* Integrated diverse operations of 29 acquisitions and directed centralization of banking service operations.
* Developed direct marketing program to increase retail bank deposits, driving up value of assets.
SNET (acquired by AT&T), telecommunications carrier, New Haven, CT, 9/79 to 1/95
Product Development Manager
* Directed product life-cycle management for telecommunications products with revenue forecasts of $80 million.
* Led pioneer R&D efforts for first single number service integrating wireless and landline telecommunications.
Project Manager
* Managed planning and implementation of $50 million Advanced Intelligent Network.
Manager-Call Center Operations
* Implemented technology enabling "virtual call center" saving over $45 million in operating costs.
* Managed centralized resource planning, forecasting, staffing, and scheduling for over 1000 agents.
Supervisor-Installation and Repair
* Selected, trained and managed crew of 7 technicians supporting the first telemetry trial in the US.
EDUCATION
MBA, Business Management
Quinnipiac University, Hamden, CT, 1994
Outstanding Academic Achievement, Beta Gamma Sigma
BS, Computer Information Systems
University of Bridgeport, Bridgeport, CT, 1990
summa cum laude
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