Customer Service Project Manager

** ******* **** #*, ******, MA ***** C: 978-***-**** **********@*****.***

KEVIN WILLIS

Executive Profile

Innovative Executive who creates strategic alliances with organization leaders to effectively align with and support key business initiatives.

Builds, and retains high performance teams by, hiring, developing and motivating skilled professionals

Skills Highlights

• • •

Client account management Call center management Proficient with Microsoft office

• experience Suite

Customer service management expertise

• •

• Multi-channel contact center Dedicated to process

Customer Relationship management

software improvement

software (CRM)

• •

• Exceptional customer service Service solutions expert

Conflict resolution proficiency

•

skills

• Management of remote

Strategic account development

employees

Core Accomplishments

Call Center Operations Management:

• Directed all call center activities for up to 500 agents assigned to Citizens Energy (Joe4Oil), DirecTV, Dish Network,

Labcorp, Quest Diagnostics, American Home Shield, and National Grid resulting in higher collection results, customer

satisfaction, and reduced complaints.

• Strategized call flow with up to 120 calls in queue per minute on the first day of the Citizens Energy (a.k.a. Joe4Oil)

program,

• Exceeded corporate target for customer satisfaction for 3 years in a row, assisting in DirecTV’s JD Power and Associates

Customer Care Award.

• Established and monitored Net Promoter Surveys to improve customer satisfaction and sales revenue.

Business Development:

• Spearheaded creation of new division and entry into new markets for The CCS Companies, Inc. by signing Citizens

Bank, First Marblehead Corp, and Brookline Bank as new clients.

• Established and managed partner relationships on a daily basis for Labcorp, Quest Diagnostics, Wachovia Bank, Wells

Fargo, Citizens Energy, American Home shield, and National Grid.

• Increased monthly sales volumes by 50% by restructuring teams, adding accountability metrics and revising training

programs.

Fiscal Management:

• Monitored all financial activities and budgets for program operations, collection, and customer service centers

• Reduced department expenditures by 10% over a one year period by reduced staff, increased productivity and

accountability.

• Increased revenue by 50% over a one year period, by restructuring teams, adding accountability metrics and revising

training programs.

Staff Development:

• Launched well-received program of professional development courses and succession planning for all staff.

• Implemented mentoring and coaching programs resulting in an 18% increase in productivity.

Professional Experience

Executive Vice President, Sales and Customer Satisfaction 08/2012 to 08/2013

Grand Incentives, Inc. Sarasota, Florida

• Improved sales productivity by 50% over prior year’s revenue by restructuring sales teams to create more accountability and

implementing a new incentive plan.

• Enhanced travel booking and customer retention through the rollout of customer sales and service surveys.

• Established sales training and quality programs resulting in 60 % revenue growth for American Home Shield.

• Developed and monitored the collection process for all retail installment and finance agreements.

• Negotiated telephony and dialer contracts for the IS360 phone system and the Five9 hosted dialer.

• Project manager for IS360 telephone system and Five9 hosted dialer implementation.

Owner 03/2011 to 08/2012

KJW Consulting Dracut, MA

• Private Customer Service, Collections and Call Center Consulting with focus on technology enhancements, improved productivity,

greater profitability and customer satisfaction.

• Implemented voice messaging campaigns resulting in greater inbound traffic and improved customer satisfaction.

• Analyzed and implemented metrics focused on performance.

• Created staff training and accountability programs.

Vice President of Operations and Divisional General Manager 06/2004 to 02/2011

The CCS Companies, Inc. Newton, MA

• Managed all relationships with credit grantors and utility providers for customer care, early out and post charged off collection

placements.

• Developed and monitored divisional budgets and profit and loss for a 450+ agent collections and customer care call center.

• Created variance reports and action plans to be delivered to clients and executive team.

• Worked with data furnishers and credit repositories to create custom recovery probability scoring, account segmentation and treatment

strategies, resulting in a 20% reduction in payroll and increased competitive rankings within key clients.

• Developed and launched new call center recruiting and training programs, which resulted in a 50% growth of the division.

• Authored and RFP to identify and select an offshore/near shore partner.

Eastern Regional Vice President 09/2003 to 06/2004

CCA Norwell, MA

• Nurtured all strategic client relationships and up-sold on a continual basis.

• Responsible for competitive results for auto, telecommunications, utility and cable providers.

• Created and reconcile budgets and profit and loss statements for 3 regional Call Centers and 400+ employees.

• Revised collection strategy that resulted in increased market share and an annual increase in revenues of 10%.

• Restructured management team to create accountability for results.

• Direct client management for Capital One, Household Bank, Verizon wireless, Cingular wireless, and Southwestern Bell.

Vice President of Operations 09/2000 to 08/2003

The CBE Group (Credit Bureau Enterprises) Waterloo, IA

• Reconciled divisional budgets and profit and loss statements for 2 regional Collection Call Centers and 500+ employees.

• Established and monitored collection strategy for all medical, cable, satellite, utility and credit issuer portfolios.

• Created and delivered monthly and quarterly collection performance variance reports and action plans.

• Direct client management for DirecTV, Dish Network, and Time Warner.

• Restructured department's incentive performance plan which motivated resulted in 15% increase in collection performance.

• Developed RFP process to select and implement new dialer and print and mail vendors resulting in a 12% decrease in expense.

• Project lead for implementation of new telephone systems (Noble Systems).

Education

Business Management Boston, MA US

Northeastern University

Business Management Lowell, MA, US

University of Lowell

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