Rogelio Jose P. David "Royce"

*** ****** ********, ***** ** 95003

Cell: 925-***-**** ? E-mail: accs9m@r.postjobfree.com

Professional Summary

Seasoned Global Call Center Operations Professional with extensive

leadership experience including 16 years call center operations management,

5 years project management, and 3 years online business and e-commerce

management ? Expert in collections, customer service, virtual call centers,

credit risk management ? Staffing expert and proven architect and manager

of high-performance teams ? Efficiency specialist with track record of

implementing "Best Practices" and improving operational KPIs ? Organized,

metrics-driven director with exceptional follow-through and attention to

detail ? Effective and charismatic communicator, building rapport with

individuals on all levels ? Results-driven leader who thrives in a high-

expectation, high-stress environment ? Enterprise-wide strategic and

tactical innovator with proven ability to increase bottom-line

profitability detail ? Experienced in SaaS on demand Software Solution?

Experienced in Customer Relationship Management (CRM) supporting frontline

support for sales, marketing, and service.

Core Competencies

Remote Check Capture? Mobile Banking? Customer Support SaaS? Solutions

Budget management ? Revenue generation ? Collections strategy development ?

Automation ? Virtual call centers and remote agents ? Cost reduction ?

Business process mapping ? Financial analysis, Capacity Planning,

forecasting and reporting ? Broad knowledge of CRM technologies and

solutions ? Workforce management ? Staffing, training, employee development

and retention ? Performance metrics ? Strong financial services background

? Workforce diversity and group leadership ? Process reengineering across

front and back-end functions ? Deep knowledge of acquisition and retention

programs ? Passionate about exceeding corporate and customer expectations ?

Meticulous about quality control ? Bi-lingual, fluent in English and

Tagalog

Education

UNIVERSITY OF SANTO TOMAS, Manila, Philippines

Bachelor of Science, Medical Technology - year of graduation 1989

Professional Experience

we care foundation - bullying and suicide crisis line (Philippines)

A not-for-profit Crisis Control Hotline focusing on Suicide Prevention by

offering counseling over the phone and an advocate to overcome difficulties

in life and bullying.

Call Center Advisor and Consultant/Chairman Emeritus (Pro Bono)

-January/2013 to Present

Founder of the first Suicide Hotline in the Philippines that focuses on

life difficulties and bullying through Social Media.

o Successfully established a 50 seat Contact Center to support 24/7

function

o Successfully raised funds to support operations from the Private

Sector and None Government Organization

o Successfully developed knowledge base and training plan

o Successfully integrated operations through the Philippine Department

of Social Welfare

Bay Federal credit union

At $609MM in annual revenue, Bay Federal Credit Union is a not-for-profit

financial cooperative providing personal and business banking services by

providing competitive savings yields, low loan rates, and no cost services

to our members.

Assistant Vice President Contact Center and Electronic Banking - April/2011

to January/2013

Reporting directly to the Chief Operating Officer. Responsible for

providing business leadership to all electronic channels including the

Contact Center, Internet Banking, and Mobile Banking

o Headed Mobile Banking project and successfully rolled out and

integrated Mobile Banking as an integral part of Bay Federal Credit

Union's Electronic Services.

o Integrated Remote Deposit Capture into Mobile Banking

o Successfully integrated relationship building and referrals into the

Contact Center Call Model.

o Brought all Electronic Channels in compliance with FFIEC guidelines

o Developed strategic plans and implements objectives for the Internet

Banking Division to ensure that the products and services offered meet

the company's growth objectives.

o Identified emerging Internet banking technologies, products and

services to be assimilated, integrated and introduced within the

company.

o Created a long term strategic plan for the Contact Center

o Implemented and recommended key system enhancement to promote a

positive member experience

o Leading a project to identify and select new Contact Center solution,

Mobile Banking, Automated New Accounts and Loan Origination System

o Identified key gaps in agent performance resulting in reduced

abandonment rate from 20% to 5%

o Implemented new knowledge base process utilizing the web resulting in

increased efficiency in email response and call handling.

o Implemented an efficient forecasting and workforce management

methodology using IEX as a solution

o Created QA Group to monitor calls and email based on soft skills,

compliance, tone of voice, and accuracy

o Consolidated Credit Card operations as a back office function within

the Member Service Contact Center Department.

Friendfinder Network Inc.

At $500MM in annual revenue, FriendFinder Networks Inc. is a leading

Internet-based social networking and multimedia entertainment company

operating several of the most heavily-trafficked websites in the world.

Call Center Outsource Manager - October/2010 to December 2011

Reporting directly to the Vice President of Customer Care. Responsible for

providing business leadership to BPO Call Centers in Malaysia, Panama, and

the Philippines.

o Spearheaded project conversion from Avaya to Gensys, IVR, call

routing, and call recording platform

o Successfully deployed Genesys Infoview and CC Pulse as an enterprise

reporting solution to call centers in Manila, Panama, and Malaysia

o Successfully developed workforce management methodology for all

communication channels

o Provide consultative support to other end users of the reporting

solution, both historical and real-time

o Customized Genesys Infoview and CC-Pulse reporting meeting Call Center

metric requirements

o Genesys CC-Pulse Customization deployed to end users

o Project lead in establishing two off-shore BPO call centers in the

Philippines and Malaysia

o Successfully negotiated contracts resulting in reduced operating cost

from $ 32 to $ 15 per productive hour.

o Created Request for Proposal (RFP) to completely outsource all Tier 1

Customer Service functions, including inbound customer calls, photo

review, and email support.

o Created a long term strategic plan for the Contact Center

o Implemented and recommended key system enhancement to promote a

positive customer experience

o Leading a project to identify and select new Contact Center solution,

phone and email

o Identified key gaps in agent performance resulting in reduced

abandonment rate from 20% to 5%

o Implemented new knowledge base process utilizing the web resulting in

increased efficiency in email response and call handling.

o Created QA Group to monitor calls and email based on soft skills,

compliance, tone of voice, and accuracy

o Successfully implement a Global Command Center resulting in a more

sync scheduling system that positively impacted SLA's and Abandonment

Rate of less than 5%.

Mechanical Protection Group/Pacific guard warranty

Concord, CA

At $30MM in annual revenue, MPG is one of the country's premiere Extended

Vehicle Service Contract administrators. The company provides

consumer/corporate vehicle repair warranty products and services.

Director, Enterprise Customer Service - Nov/2008 - October/2010

Reported directly to the President. Responsible for all aspects of call

center operations management, including staffing, training, tech support,

sales operations, client services, HR, IT, and facilities. Managed risk

mitigation and regulatory compliance.

o Responsible for $3MM P&L; managed 2 site managers, 5 account managers,

120 Customer Service Agents, and 20 collectors.

o Designed performance-based incentives, increasing service levels from

65% to 95% and customer satisfaction from 70% to 98% in 2 months

o Implemented Five9 automated dialing solution, increasing collection

revenue by 40%.

o Deployed calling retention initiatives, increasing save-rate from 5%

to 40%, and dropping cancellation rate from 50% to 36%.

o Created QA Group to monitor calls based on script adherence,

compliance, tone of voice, and accurate information given to

customers, increasing C-Sat scores from 70% to 90%.

o Met and exceeded $300K monthly revenue goal.

o Outsourced skip tracing, increasing find rate from 5% to 19% and

reducing annual losses by $120K.

o Implementing dialing strategy and collection training, reducing

delinquencies from $320K to $200K annually.

o Designed and deployed operational metrics, increasing average speed of

answer from 60 calls to 80 calls within 20 seconds.

o Implemented pay-for-performance employee retention initiatives,

lowering attrition from 39% to 20%.

o Designed and delivered all training, increasing collection revenue by

20%.

o Responsible for collections F.D.C.P.A. compliance.

Providian financial corp/ Washington Mutual Bank

A leading issuer of credit cards in the United States with 13 million in

customer accounts and 37.5 Billion in Assets.

Director Customer Service/ Call Center/ Workforce Management. - Sep/1990

-Mar/2008

(Held numerous positions during my 18 years of service.)

o Headed a Global Workforce Management Team and the Global Command

Center

o Successfully transitioned WFM Tool from Blue Pumpkin to IEX

o Managed 5 team managers and 200 customer service agents.

o Winner of the President's Circle Award in 2002 for best team

performance

o Headed Balance Transfer CRM's project in 1997

o Established the email business unit using KANA as a contact solution

o Created performance metrics improving productivity by 20%.

o Headed the Sales and Service teams for Aria.com a subsidiary of

Providian Financial

o Develop policies and procedures for Operations Secured Card.

o Risk Analytics using SQL and MS Access.

o Responsible for prioritizing customer deliverables.

o Served as primary point-of-contact for technical and business teams.

o Developed and implemented business continuity strategies and plans.

Professional Development, Notables

o Implemented Mobile Banking from inception to full rollout

o Target Account Selling Sales Training

o Training, workshops or development programs completed:

. Santa Cruz County Leadership

. Myers-Briggs Type Indicator

. Structured Query Language (SQL), Certified (Informix; Menlo

Park, CA)

. Advanced MS Access, Certified (Catapult; San Francisco, CA)

. Advanced MS Excel, Certified

o Technical Proficiencies include:

. Pivot Tables

. Genesys

. CCPulse

. Mobile Banking

. Shortel

. Voice over internet protocol (VoiP)

. Five9

. Avaya

. Magellan

. Meridian

. Witness - Monitoring Solution

. Nice - Monitoring Solution

. Computer Telephony Integration (CTI)

. Aspect Call Center Solution

. IEX - Work Force Management

. Blue Pumpkin - Work Force Management

. Salesforce

. Automated Call Distribution (ACD)

. Interactive Voice Response (IVR)

. Voice Recording and Voice Analysis

. Web Chat and Click to Call

. Facebook and Twitter as an effective tool in providing expedite

feedback to customers, as well as, a real time marketing tool to

disseminate information about new products to customers.

o Industry verticals include Banking, Media, Retail, and Insurance

o Willing to consider domestic or international relocation

o Business travel tolerance up to 50%

o US Citizen

"Royce was an excellent Assistant Vice President with rave reviews from his

staff. He was detail oriented and always available to take on new projects

from senior management. He possessed excellent knowledge of database

programs and exemplified utmost dedication to his responsibilities 100% of

the time. Very well organized and had the ability to meet deadlines w/o

supervision. I enjoyed working with Royce and I recommend him highly to

anyone seeking his intellect and professional commitment at the highest

level."

~ Cameron Haste - COO -Bay Federal Credit Union

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