Customer Service Sales

Murray Trepel

*** **** **** *****

Logan, Utah **341 (H) 435-***-**** (C) 661-***-****

SUMMARY

Collaborative leader with over 16 years of progressively responsible experience in globally

building/optimizing; organizational processes, measurement systems, and infrastructure to maximize

business results in customer service operations worldwide. 14 years in a combination of call center

leadership, vendor management, and organizational development with a focus on operational excellence

and sales, expert in combining strategic financial and business planning with tactical execution to

optimize long-term gains in performance, revenues, and profitability. Skilled communicator, written and

verbal; experienced in delivering information to all organizational levels including international

experience in call center solutions across multi-cultural lines on the ground in India, the Philippines,

Canada, and remotely for Argentina.

TECHNICAL SKILLS

Call Center Management Performance Metrics and Organization/Process

Operations Management Development/Implementation

P&L Management Change Management Contracts Administration

Customer Satisfaction Professional Development Contract Negotiation

Root cause analysis Training design and development Order Management

Multi-Site Operations Global/ International Operations CRM Implementation

Financial Plan Development and Total Quality Management Escalation Management

Budgeting Automated Call Distribution Project Management

Employee Satisfaction

CRM Application: Oracle CRM On Demand, Salesforce.com

Call Center Applications:

Oracle Call Center On Demand, Avaya, Aspect, NICE, Witness, eTalk,

CMS, IEX, Blue Pumpkin, Learning Management Systems, Remedy

Desktop Applications: MS Word, Excel, Project, Power Point, Outlook, Visio, Lotus Notes,

SameTime, WebEx

Industries Supported: Wireless/Cellular companies, Cable and Satellite TV, Government, VOIP

Telecommunications, Gas Utility, Technology Tier 1 and 2 support,

Direct Marketing Sales

PROFESSIONAL PROFILE/MILESTONES

• Managed shared environment for multi-client/multi-lines of business call center

• Met or exceeded CSAT goals for all companies worked for; including situations where

the function of the call center was to collect bad debts.

• Consistently met goals set around one call or case resolution

• Responded to client concerns; meeting or exceeding expectations

• Introduced and managed sales programs that identified and addressed real customer

needs; results met and often exceeded sales goals.

• Created an Employee Roundtable; providing input to center wide business issues driving

measurable improvement in 3 fundamental call center metrics; attrition, absenteeism, and

operational performance meeting or exceeding standard KPIs (AHT, Abandon Rate, First

Call Resolution, and SPH),

• Enterprise wide leader in employee satisfaction scores month over month.

• Developed New Hire training programs, created and delivered professional development

courses, to build on bench strengths (Negotiation, Sales, and Presentation skills)

• Peer mentoring – Currently developing a mentoring presentation; Managing to a Call

Center P&L

• Worked with a team writing the business case for expanding operations to overseas

locations. Wrote 2 chapters, edited entire book, and published book (200 page, 500

volume press run). Received accolades from the corporate Board of Directors as well as

company executives.

• Resolved client conflicts by providing them with insight into improving communication

skill sets leading to multi-million dollar account being saved.

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• Shortened training program by more than 30% reducing the billable cost of training and

length of time for an agent to become revenue generating

• Reduced annual attrition to 63%, absenteeism to less than 1% thus driving revenues up by

67%, monitored and controlled discretionary expenses to consistently deliver a net

margin of 20%

• Consolidated all customer service; in and outbound calls, collections, and database

management into 1 business unit providing:

o Insight into customer base; improving marketing resulting in a response rate to

Direct Mail of 7% plus

o Reduced labor costs by 33%

o Improved collections efforts; reduced 90 day balances by 75%

• Cost containment resulting in an annual 12% reduction operating costs

• Renegotiated agreements with vendors to modify SOWs which reduced costs

PROFESSIONAL EXPERIENCE

NexxLinx

Director Call Center Operations Maine November 2012 to present

• Managing and responsible for a multi-client call center supporting 16 clients and 60+LOBs in a

shared environment

• Restructured and realigned management team to better reflect needs of the business

• Generated a 10% improvement in expense to revenue ratios within a $12 million revenue stream

• Center is a recognized as a thought and performance leader enterprise wide

Sharp Propane

Director of Sales - Austin, TX December 2010 – September 2012

• Orchestrated the creation of a Customer Service Call Center

• Centralized customer contact and marketing functions of 5 regional offices with immediate

annual savings of $100,000

• Trained customer facing personnel in; effective use of a CRM tool, and how to achieve customer

satisfaction.

• Led the planning, development, and implementation of cutting edge solutions reducing costs and

providing insights to; customer demographics and issues, and marketing effectiveness

• Defined and transformed; business processes, workflows, data management, and data clean-up

improving all aspects of the customer life cycle

• Project managed; acquisition and implementation of Oracle On Demand (CRM and Call Center

applications)

o Improved collections methods and procedures reduced 90 day receivables by 75%

o Implemented an Upsell program; result a 75% improvement in annual conversion rate

• P&L responsibility – reduced annual operating costs by 12%

• Codirected and managed company marketing activities; marketing firm selection, campaign

strategy, and tactics, – resulting in improved response rate on direct mail from 1% to an average

of 5% with a sales close rate of over 60%

• Reported directly to the CEO and Board of Directors

Call Center Consultancy

Self Employed Confidential clients (Concurrent) March 2009 – Present

• Skilled strategist; transformed strategic plans into workable solutions

• Expert launching new business, ramping existing projects, and turning around struggling

operations

• Worked in and with multi-disciplinary and cross cultural groups

• Vendor Management (call center) – contract basis

• Defined and developed processes and SOPs to optimize call center operations

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• Created training material focused on basic sales skills enhancement

• Researched and developed strategies to retain employees

• Reviewed, streamlined, and realigned Call Center processes

• Analyzed center metrics and developed strategies to optimize results

• Executive level mentoring

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Affiliated Computer Systems (ACS)

General Manager - Bakersfield, CA September 2008 to April 2009

• Successfully managed a 400+ seat call center – sales, customer service, technical support, fraud,

enterprise SME support, and email services

• Implemented best practices customer care infrastructure, tools, processes, and services that scaled

to a growing customers base.

• Customer satisfaction rating increased from 68% to 72% over a 2-month period

• Increased revenues month over month 2% to 5% moving annual revenues from $15 to $18

million with a net margin of 21%

• Ramped-up site introducing 5 new Lines of Business (LOBs)

• Reduced employee attrition to less than 65% annualized

• Ranked #1 month over month for Employee Satisfaction.

• Implementation of new processes increasing efficiency for email responses

• Successfully negotiated with call center technology suppliers reduced costs by 15%

Sitel

Site Director - Kelowna, BC September2007 to August 2008

• Managed a 350 seat call center for sales and customer service

• Ramped-up to meet the needs of a new client – increasing staffing to 300 FTEs

• Turned around a struggling operation meeting or exceeding all financial and client expectations

• Managed a P&L with annual revenue of $12 million and a net margin of 18%

• Developed strategies to address short falls in projected call volume and increasing operating costs

working cross functionally to develop tactics and resolve issues.

• Responsible for and successfully managed HR, IT, Training, Facilities, and Operations.

Vonage Corporation

Call Center (Vendor) Manager - Holmdel, NJ September2005 to April 2007

• Worked in a close consultative partnership with Marketing and Operations to establish/enhance

procedures, systems, best practices, and programs to exceed customer satisfaction goals.

• Directed and managed programs with 3rd party vendors in the Philippines, India, Argentina,

Canada, and U.S.

• Managed sales and customer service training programs improving New Hire training ROI by 33%

• Launched an Inbound Sales Chat program –meeting all KPIs in 30 days and exceeded sales

targets by 10%

• Implemented a standardized QA monitoring system;

o Across 2 international locations and 3 call centers to effectively track and manage

incoming calls

o Improve customer satisfaction, provide timely agent performance feedback, and comply

with FCC requirements

• Created and launched a tracking and sales validation program and processes

o Across 7 international sites – improved CSAT, reduced fraud, increased revenues

• Negotiated pricing and delivery of goods and services in India reducing material costs by 50%

and eliminating shipping costs

• Developed an Up-sell program for Customer Service

o Made a call center a self-sustaining profit center within 8 months

o Increased sales by 5% month over month

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Convergys Corporation

Multiple positions held July 1996 – December 2010

Call Management Specialist - Logan, UT October 2010 – December 2010

• Monitored call volume across multiple lines of business and adjusted allocations

• Opened and or closed (shift dependent) center operations

• Allocated resources across multiple markets adjusting for call volume

Billing Consultant - Logan, UT May 2010 – October 2010

• Research and resolve customer billing issues and financial inquires

• Provide technical support for cable television - trouble shoot, resolve and escalate technical

issues

• Up-sell additional products and services

• Support and enhance image of top tier national cable television client

• Have met or exceeded all metrics within 30 days of hire

Senior Manager - Logan, UT April 2000 to September 2005

• Multi-site management of operational issue resolutions across a 6 site enterprise employing 8,000

people

• Performance management and associated training at all management levels (regionally, nationally,

and internationally)

• Successfully deployed and managed employee retention programs targeted at reducing attrition

by 20% annually

• Edited corporate briefing manual on how to implement and launch off shore call centers

• Trained business owners on the operation and management of off-shore call centers

Training Manager - Logan, UT September 1999 to April 2000

• Managed a training department with 17 direct reports supporting a 1,200 person call center

• Managed the build out of a stand-alone multi-functional training facility with built in dual

capacity as both a training center and a fully serviced 100 seat call center

• Turned around departmental operations; improving ROI, streamlining process, and mentoring

staff

• Developed and implemented a collections process which drove annual client collections to $600

million

• Reduced New Hire attrition to less than 5%

Trainer/Course Developer - Winnipeg, Canada February 1997 to September 1999

• Created and deployed professional development courses

• Increased training ROI for a fortune 50 company

• Lead sales trainer

Outbound/Inbound Telemarketer - Winnipeg, Canada July 1996 to February 1997

• Exceed sales goals

• Mentored sales associates

EDUCATION/CERTIFICATION/TRAINING

Moorhead University

Bachelor of Arts – Physics and Math

University of Winnipeg

Management Certificate – Executive Edge Program

Customer Operations Performance Center; Austin, TX

COPC – VMO Certified Coordinator

TRAINING: Customer Service and Sales Management, Call Center Management, Sales Negotiations,

Exceptional Customer Service, TQM, Change Management, Performance Management, Project

Management, Collaborative Negotiations (based on the Harvard Business School model), Blanchard’s

One-Minute-Manager (certified trainer), DiSC (certified trainer)

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