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Vice President Customer Experience & Operations

Location:
Randolph, New Jersey, United States
Posted:
November 26, 2018

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EXECUTIVE SUMMARY

Built TMP Direct into a company focused on delivering personalized customer experiences for global brand companies. Senior leader with proven success in driving innovation & change, streamlining operations, building high performing teams & delivering profitable growth. Expert in customer service, contact-centers, logistics, outsourcing, social media & analytics strategies. Negotiated sale in 2018 at a very profitable return to stakeholders.

HIGHLIGHTS

• Transformed a company from a support division of a public company to a full-service independent outsourcing organization and grew business by 300%.

• Developed new digital and social media services in response to market demand and drove 15% annual growth

• Orchestrated a series of acquisitions and integrations of disparate operations into a cohesive organization that drove 12% annual growth in e-commerce and logistics services.

• Attracted a loyal clientele including ADP, TracFone Wireless, GE Healthcare, Prudential, Blue Cross/Blue Shield, Bumble Foods, Chicken of the Sea, Ainsworth Pet Foods, Elizabeth Arden, Five Star Senior Living, Samsung, Crayola, Kohler, Proximo Spirits, WD-40, Connect America & Coty.

PROFESSIONAL EXPERIENCE

TMP Direct

President - Customer Experience, Contact Center, Operations 2002 to 2018

Promoted to President to take the company private and transform it from a support division of a public company to an independent full-service outsource services provider of customer experience services, call-center, web services, social media, and e-commerce programs valued from $100K to +$MM; integrating 250 seat multi-location call-centers and 250,000 sq. ft. multi-site fulfillment & logistics centers. Negotiated purchase in 2018 and retained position as President until completion of company acquisition and reorganization.

• Due to growth, identified need to expand infrastructure into new markets. Researched and identified a perfectly aligned organization for acquisition in Midwest. Negotiated all aspects of the buyout and merging of operations. Eliminated redundancies, reaped financial benefit from lower-cost operations and expanded the company’s footprint into new geographic areas. Resulted in increasing revenue by 25% and reducing costs by 15% within first 12 months of acquisition.

• Identified market competitiveness was compromised without technology upgrades. Researched, selected and deployed several leading technologies including a unified communications platform, CRM applications, web services and e-commerce platforms. Drove competitiveness with new services resulting in +15% annual growth into new markets.

• Consumer brand clients required increased level of Customer Satisfaction and NPS scores as social channels expanded. Identified new digital technologies to proactively interact with social media channels. Integrated on-line chat and text services. Reorganized contact-center structure and implemented an online Learning Management System and Knowledgebase to support customer teams with new social communication channels. Resulted in 14% increase in C-SAT and NPS scores. Maintained +94% C-SAT scores across all clients.

• One of the most iconic consumer brands needed an e-commerce strategy to grow sales. Built an e-commerce infrastructure to deliver a direct-to-consumer fulfillment, logistics and customer care solution. Platform was fully integrated with Crayola.com and on-line marketplaces (Amazon, eBay & Wal-Mart). Annual sales grew by 30% YOY. Holiday sales volume was 15x over off-season volume. Scaled fulfillment and customer care staff to meet seasonal volume. Maintained 95% same-day fulfillment and +94% C-SAT scores with 5% decrease in cost/order.

• Client demand for e-commerce services grew. Identifying the client need and opportunity to grow revenue in new services. Created market expansion by negotiating a partnership with 3PL company with five coast-to-coast distribution centers. Dramatically expanded services in distribution, logistics and e-commerce. Integrated existing TMP Direct Distribution Center into the network. Increased new sales 25% in the first year.

• Deployed over 200 customer experience programs ranging from $100k to multi-million-dollar engagements integrating complex elements including contact center operations, customer service strategies, CRM, IT services, web services, telecommunications, SLA’s and budget management. Provided strategic guidance and delivered measurable results that increased: customer satisfaction, brand loyalty, Net Promoter Scores and sales conversion.

• E-Commerce Platform experience: DemandWare, Magento, Shopify, MIVA, Adobe

• CRM Platform Experience: SalesForce, MS Dynamics, Oracle, Wilke Global, Astute Solutions, CARE, ZenDesk

TMP Direct – Division of Monster Worldwide/TMP Worldwide

Vice President – Sales & Customer Service 1999 to 2002

Guided all business development, marketing, customer service and account management activities for a division of Monster Worldwide, a global publicly traded organization. Developed programs to drive national sales of call-center and fulfillment services for directory and recruitment advertising centered around customized outsourced sales support and customer care programs. Grew revenue 10% YOY.

• TMP Direct needed to develop value-added services for parent company TMP Worldwide/Monster Worldwide to support 25 nationwide sales and service offices. Implemented a channel strategy with comprehensive product offerings, service delivery, customer service and account management support to meet organizational goals. Implemented new business plan that increased sales by 100%.

EDUCATION

BA, Business, Marketing and Design, William Paterson University. Excellent operations experience complemented by skills in business management and marketing (B2B and B2C industries).

PROFESSIONAL MEMBERSHIPS & ASSOCIATIONS

• Member, Society of Consumer Affairs Professionals (SOCAP)

• Member, Professional Association for Customer Engagement (PACE)

• Member, Direct Marketing Association (DMA)

• Participant, Northeast Contact Center Forum (NECCF)

VOLUNTEER & CHARITABLE ACTIVITIES

• Interfaith Food Pantry of Morris County – Organizer of food drives

• Founder & President – Randolph Athletic Council



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