Client Relationship

Rod Calvin

Client Service Focused

My career experiences have centered around one guiding principle and that is to add value to the assignment I have been given. My positions and experiences have allowed me to participate and improve processes from the viewpoint of the client, vendor, and production teams giving me a unique perspective on a variety of situations. I have approached these situations by utilizing high-performance customer service, business process outsourcing, program management, new business development, strategic marketing and sales. Helping clients see the value in the services they are using is the end result.

Education

Hendrix College, Conway, Arkansas

Economics and Accounting, 1985

Professional Experience

DataPath Inc.- Little Rock, Arkansas

Client Success Consultant November 2015 - Present

Assigned to Central Region States (IL. IA, IN, MO, OK, KY, LA, AL, MS, TN, TX, FL). Responsible for client relationship and contract management. Provides SaaS in the Benefit Administration Industry.

USAble Life – Little Rock Arkansas

Customer Service Representative May 2014 – November 2015

Assist policy owners with questions they have about existing claims or products. Help Group Contacts with questions or concerns they may have with products or service. Directed Brokers to the appropriate department that can assist them with their needs or questions.

Empire Flooring – Little Rock Arkansas

Independent Sales Contractor Mar 2013 – May 2014

Gave presentations on the Empire Story to prospective flooring customers. Made recommendations based on the customer’s project expectations. Completed contracting on all sold business.

Arbitron Inc. – Columbia Maryland

Manager of Reference Data Nov 2011 – Nov 2012

Led two departments that received external data for company that supported the accurate processing of listener survey data used for the radio industry. Responsible for creating vision for processing teams and systems that are used in the day to day production environment. Data was received from the 16,000 radio broadcasters in the US and Canada. Questions individual stations had about how their information was presented and handled by one team whether the station was a subscriber or non-subscriber of our services. Another team was responsible for transforming Census and third party demographic data for our internal customers in the Report Processing, Standards and Applications, Product, and Analytical departments. My teams supported the baseline information that all products used for published products. I was responsible for business analysis report of workforce productivity presented on a weekly basis to senior leadership which allowed department to forecast workload.

.

Senior Life Insurance Company - Baltimore, Maryland 2008 – Nov 2011

Life Insurance Field Agent

Represented Senior Life as an independent contractor enrolling seniors in their final expense programs. Built relationships with the Insurance companies that I represented to make sure that all my clients were getting the proper coverage.

Merkle Inc – Columbia, Maryland 2008 – Nov 2008

Director of Account Management – Commercial Markets

Engaged with marketing leaders of companies such as Boardroom Reports, Healthy Directions, Under Armor, and Wendy’s that I supported. Provided outsourced marketing operations platforms that provided a vehicle for more effective CRM activities. Used a consultative business analysis approach which brought our interactive and analytical assets to bear for clients. Responsible for account satisfaction, growth as well as new business sales support. Matrix organization that had dotted-line support from datacenter for server performance and production teams for execution of processes. Also responsible for revenue targets for clients as well as customer satisfaction through VOC results.

LTD Commodities Inc – Aurora, Illinois 2006 – Feb 2008

Group Leader – Call Center

Catalog call center. Handle customer service and order entry and order status calls. Responsible for monitoring agents, as well as setting expectations and continuing training. Update and create activity and productivity reports for management. 150 seat call center. Final escalation point for customer resolution.

Acxiom Corporation – Downers Grove, Illinois 1985-2005

Client Delivery Leader – Automotive

Acxiom is a $1.2 Billion dollar company that provides business processing datacenter outsourcing, data integration, marketing campaign execution and analytical services to Fortune 500 companies across the world. Engaged with executive-level contacts of client firms and led Business Unit of 67 technical and marketing support associates in building outsourced marketing solutions for Fortune 500 client base. This involved scoping datacenter needs from performance to type of technology to engage. Reviewed financial data with Senior Vice President and updated sales pipeline with new business opportunities.

Increased sales for three key high-profile clients ADP Automotive, OnStar, and GM:

o Enabled Top Dealer Services Provider the ability to do nightly data hygiene and NCOA compliance processes for 2500 of its’ clients. Made all dealers on system compliant with postal regulations as well as overlaying and verifying telephone numbers. Developed the datacenter platform to bring in data nightly process, verify and post by 8AM.

o Top Auto Directional Service Provider gained ability to activate 30% more accounts through production of 500 campaigns in nine-month period. Done through hiring key personnel that understood specific marketing tools, acquiring additional server space for increased volume, stress testing the new configuration and reviewing with client the new capabilities of their platform.

o Increased sales for Top Auto Manufacturer by 5% in one month by assembling focused team of talent that led to expanded client base.

Responsible for meeting $21 million revenue objective, expense management, associate development, customer relations, strategic direction, sales and capital investments for the business unit.

Led a unit consisting of 7 teams. These 67 associates were located both in Downers Grove, IL and Detroit MI. The teams were staffed with, Client Delivery Managers, Project Managers, DBA’s, Developers, Architects, Data Analysts, Business Analysts, and Decision Support Analysts.

Successfully renewed contracts valued at $6 million over three-year period. Achieved by salvaging key client relationship that prevented $2.1 million in lost revenue.

Directly contributed 15% revenue growth, while decreasing expenses by 20% overall. Done by ensuring talent pool in place and account planning meetings that consistently exceeded client expectations.

Created superior price points that served sales organization through increased sales and negotiating power. Done through careful study and understanding of pricing and profit margins.

Expanded Core business in Automotive that made it necessary to split the group and create a second Automotive unit. I made the decision on the new leader for this group.

Business Unit Leader – Retail, Consumer Packaged Goods, Manufacturers 1999 - 2005

Business Unit Leader – Health, Managed Care, List Services 1997 - 1999

Client Relationship Manager 1995 - 1997

Onsite Business Consultant 1993 - 1995

Assistant Director for East Coast Clients 1985 - 1993

Contact this candidate