Customer Service Sales

Rodney A. Gwyn

Mobile: 813-***-**** - E-Mail: ********@*****.***

Professional Profile

Over twenty years of management experience including Director level

positions managing operations for an individual and multiple call centers

and outsourced partnerships for Fortune 500 organizations. Motivated

individual with proven ability to drive growth and exceed goals across

multiple sites, businesses and functions.

Management & Leadership Qualification

- Call Center Operations - Sales

Processes and Procedures

- P&L Management - Capacity Planning

- Virtual and Vendor Management - Recruiting,

Scheduling, Staffing and Planning

- Training Development - Quality

Assurance & Performance Standards

- Strategic Management - Project

Management

Industry Experience

- Financial Services - Outsourcing

- Telecommunications - Credit Cards

- Product Memberships - Warehouse

Distribution

PROFESSIONAL EXPERIENCE:

Citi

Vice President - National Sales/ Service Manager

2009 - Current

Motivate and develop service to sales associates to surpass revenue and

operations expectations. Develop policies, procedures, and reporting tools

that would serve as division standards. Establish a partnership with

operations, compliance, marketing and training to effectively coach service

to sales, consistently adhering to business guidelines and maintaining

accountability at all levels. Manage projects as necessary to achieve

business metrics.

Key achievements & competencies include:

. Assumed responsibility for all three sites in the division

o Division surpassed the 2012 revenue goal by over 10%

o Achieved a revenue to expense ratio of 2.5/1 during 2012

o $108 million in new to bank money in 2012 (22% over forecast

for the year)

o Consistently exceeded NPS and Customer Satisfaction goals for

the company

. Developed and implemented virtual management plan for Sales Support

in the Retail Division

. Managed the development of new hire sales training, equity sales

training and call flow training

. Created reporting and data analysis to help track performance and

drive the division to exceed performance

Retail Customer Service Operations Manager

2007 - 2009

Hire, train, and motivate customer service managers and associates to

deliver world class service to clients while maintaining a focus on

operational goals and expectations. Developed and prepared employees

through coaching and performance plans to get them promoted to the next

level in their career.

Key achievements & competencies include:

. Primary operations focal for maintaining proper staffing levels

across all departments in Tampa

o Maintain staffing ratios at 20:1 for all departments

o Worked with Capacity Planning, TCC and HR Staffing to ensure

hiring needs were planned and met

. Collaborated with Training to improve new hire training and

successfully transition associates to the floor

. Maintained the highest performing sales / service teams in the site

every month

. Helped successfully transition the Retail division from Utilization

to Availability

. Responsible for all COB and Crisis Management planning for the

Tampa site

. Coordinated the United Way Campaign for the Tampa Center which

netted over $177M in pledges

Product Retention / USAC Operations

2004 - 2007

Drive and improve performance across multiple business lines and multiple

sites including off shore vendors. Responsible for bankcard product

retention across the division, including overseas call centers, as well as

managing teams that performed roadside assistance for United States Auto

Club.

Key achievements & competencies include:

. USAC budget of $21 million, including $4.5 million for the Product

Retention group

. Took over complete responsibility for the bankcard product

retention group

o Grew the organization from 14 associates to 112 across three

sites within 18 months

o Teamed with training to create and deliver new curriculum to

Retention associates

o Improve save rate in product retention by over 300%

. Managed up to eight USAC managers whose teams were providing

roadside assistance

. Actively involved in client retention for the USAC business

. Reduced the budget to $18 million by consolidating and reorganizing

teams as well as improving occupancy and efficiency

. Operations lead on Project Pear to outsource all of the product

retention volume

. Managed the teams through the sale of the USAC business and the

transition to the Retail business

Bankcard Customer Service / Sales

2003 - 2004

Motivate and develop bankcard customer service associates to provide world

class customer service while meeting sales and operational goals.

Key achievements & competencies include:

. Improved sales performance by over 20% within the first sixty days

through sales training and P.I.A. coaching

. Participated on national team to address attrition across the

company

. Liaison with Staffing and Training to meet hiring targets, improve

employee transition and reduce early attrition

. Integral role on National Scorecard Team including leadership role

for addressing Adherence and Availability

Bay Area Credit Service

Director of Operations

2002 - 2003

Accountable for all operational responsibilities of a third party vendor

with three multi-function call center locations that included Collections,

Legal Department, Customer Service, Client Services, Compliance, Insurance

Billing and Training.

Key achievements & competencies include:

. Controlled an annual budget of $20 million while managing over $150

million in receivables

. Hired and developed senior management staff including the Training

Manager, Operations Manager and Compliance Director

. Overseen the creation and development of a Compliance Department

. Implemented productivity and quality standards along with MIS

reporting for all departments

. Actively participated in the negotiations with existing and

potential clients

T-Mobile

Director of Call Center Operations, Financial Services

1997 - 2002

Completely responsible for directing the operations of a 600 seat

telecommunications financial services call center handling collections,

credit approvals and activations.

Key achievements & competencies include:

. Administered an annual budget of $22 million coming in under budget

every year

. Converted the call center from a customer service site to a

financial services center without increasing attrition

. Grew the site from 249 employees to 610 employees in a twelve month

period

. In charge of all external collection vendors, including contract

negotiation, hiring and auditing

EDUCATION & AFFILIATIONS:

Indiana University, Bloomington, Indiana

BS Public Affairs - Personnel Management and Labor Relations

Baylife Church, Elks Club, Youth Softball Coach

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