Customer Service Sales

Mark Kennedy

**** ****** **** ? LAKELAND, FL ****2

Cell: 863-***-**** ? Home: 863-***-**** ? E-mail: ***********@*****.***

Professional Summary

Results-driven Operations, Vendor Management, and Process Improvement

Professional leveraging 20+ years of contact center success ? Client

organic growth expert ? Articulate communicator, building rapport and trust

across all corporate levels ? Confident, take-charge executive with

exceptional follow through ? Best practices specialist, transforming

underachieving organizations into peak performers ? Charismatic leader,

building and managing high-performance teams ? Analytical thinker who

understands and responds to customer needs ? Top performer, bringing

reality, objectivity, and measurable results to any organization ? No-

nonsense project manager, meeting critical objectives on-time/on-budget ?

Seasoned, mature leader with integrity and a strong work ethic ? Enterprise

change management agent, establishing strong "success-based" cultures

Core Competencies

P&L/budget responsibility ? Site profitability strategies ? Call center

ramp-ups and turnarounds ? Outsourced vendor management ? Broad knowledge

of CRM technologies ? Program design/implementation ? Workforce management

? Talent selection, training, and leadership development ? Benchmarking and

performance metrics ? Committed to exceeding customer expectations ?

Meticulous about quality control ? Passionate about hands-on leadership by

example ? Process reengineering ? Management of multi-cultural, distributed

work forces ? Customer acquisition and loyalty ? Solid record of igniting

stagnant business and transforming declining operations ? Strong written

and verbal communication skills ? Benchmarking and performance metrics ? C-

Sat improvement ? Consistently achieving the unexpected

Professional Experience

Grand Incentives

Grand Incentives, Inc. is a fully integrated marketing company specializing

in the administration & fulfillment of innovative travel & lifestyle

incentive programs, operating in over 7 countries.

Vice President/Director, Call Center Sales and Service - Sept/2012 -

April/2014 Sarasota, FL

Reported to the COO. A multi-site, call center executive level role,

responsible for operational process improvement, growth management, sales

performance metrics and revenue.

o Accountable for $10MM P&L.

o Developed and implemented travel servicing initiatives, improving

first call resolution by 22%.

o Key driver in championing Grand Incentive value, implemented

performance improvement and development strategies that have reduced

attrition while increasing revenue by 38%.

DirecTV Miami, FL

A $27.2B direct broadcast satellite service provider and broadcaster

transmitting digital satellite television and audio to households in the

United States, Latin America, and the Caribbean. The company offers local

and network TV, subscription TV, satellite radio, and private video

services to 19.9MM subscribers.

Senior Manager-Vendor Management, Commercial Care - May/2011 - Apr/2012

Reported to Vice President of Operations. A vendor management role,

standardizing operational excellence, best practices reporting, and

performance management for a 500-seat external call center. Responsible

for operations delivery, process improvement, and talent development.

Managed commercial care, technical support, and sales.

o Accountable for $20MM P&L.

o Developed and implemented cost reduction initiatives, saving $3.5MM

annually.

o Key driver in championing DirecTV value, additional soft skills

training, and incentives, improving C-Sat scores from 70% to 85%.

o Implemented IVR and RightNow email system, increasing back office

productivity by 30%+ and reducing monthly billable hours by 200 hrs.

o Consolidated tier 1&2 tech support, tightly monitored ACW time and

eliminated data entry redundancies, improving customer experience,

service levels, and occupancy.

o Led IVR implementation, reducing agent-handled call volume by 20%,

saving $200K a month.

o Aligned headcount with contractual changes, reducing billable hours by

$20K month over month.

Barnes & Noble Orlando, FL (Virtual)

Barnes & Noble.com is a $450MM subsidiary of the nation's #1 bookseller,

$7.1B Barnes & Noble. The online retailer sells books, textbooks,

magazines, music, software, DVDs, videocassettes, toys and games, and more.

The company's online portal attracts customers from more than 230

countries.

Vendor Manager, Customer Service/Digital Support, Dot Com Division -

Aug/2009 - May/2011

Reported to Vice President of Operations. Responsible for outsourced 400-

seat call center vendor management. Services provided included sales,

customer care, fulfillment, back office, billing, tech support, and B&N

store support. Managed continual process improvement.

o Accountable for $10MM P&L; managed 400 vendor seats, partnering with

Connextions.

o Renegotiated vendor contracts, creating fully loaded rate vs. base

rate, saving $200K annually.

o Vendor sites consistently met or exceeded all contractual metric

goals.

o Reviewed and analyzed vendor activities and trends, comparing against

industry standards.

o Assessed vendor's performance reports and determined appropriate

staffing levels and scheduling.

o Evaluated vendor's policies and procedures and monitored

implementation of process controls.

o Prepared forecast reports on a monthly basis to meet assigned

financial and service related objectives.

o Worked with vendors to make sure all training objectives were met.

o Key driver in call center site selection.

The Results Companies Dania, FL (Virtual)

A $200MM provider of leading-edge customer contact solutions, including

customer care, tech support, back office, and sales and retention. The

company specializes in financial services, healthcare, and government

verticals. Established in 1990, The Results Companies employ 4,400 call

center agents in 12 locations worldwide.

Regional Director of Operations - Mar/2008 - Jul/2009

Reported to Vice President of Operations. Managed domestic/offshore call

centers, responsible for Virgin Mobile and Verizon cellular tech support

and customer service, and Medicare and Medicaid healthcare customer support

for Wellcare healthcare customers.

o $24MM invoicing responsibility across 5 sites and 1,000 total seats,

including 150 at-home agents.

o Dotted line responsibility for all site directors.

o Met or exceeded all established EBITA goals for each site.

o Grew TCV of accounts from $17MM to $24MM in 1 year.

o Met all overall revenue goals across all sites.

o International experience includes Hermosillo, Mexico, and Santa

Domingo, Dominican Republic.

o Managed new site start-ups and program implementations.

o Strong metric performance drove 95% growth rate in two largest sites.

o Met or exceeded all financial objectives, with an overall 90% "met or

exceeded" for metric goals.

Accent Marketing Services Winter Haven, FL

A $120MM provider of CRM and contact center support services to the

telecom, financial services, consumer electronics, automotive, and home

appliances verticals. The company operates 10 call centers in the US, the

Caribbean, and the Philippines.

Site Director - Jun/2001 - Jan/2008

Reported to Vice President of Operations. Managed a 350-seat inbound call

center, providing support for multiple lines of business including general

customer inquiries, inbound direct response television, up-selling, tier

1&2 technical support, chat correspondence, and bilingual support for major

cellular carriers.

o $7MM P&L; managed 21 direct reports and 400 indirect reports.

o Achieved organic client growth, driving revenue from $4MM to $7MM

during tenure.

o Consistently met all established EBITA goals.

o Marquee clients included Sprint, Nextel, and Boost Mobile.

o Designed and implemented new hire targeting, staffing, and retention

strategies, reducing attrition from 11% to 8%.

PRIOR POSITIONS HELD

Communication Center, Inc. (CCI) Director of Operations Jul/1999 -

Feb/2001

ATS Partner/Operations Manager Apr/1992 -

Dec/1999

AT&T Supervisor Oct/1988 -

Mar/1992

Education

WEST VIRGINIA TECH, Montgomery, WV

Coursework in Industrial Relation and Labor Studies

Professional Development, Notables

o Genuine Leadership (Achieve Global) certified

o Additional training includes:

. Driving Performance/Setting Goals, AT&T

. Managing in a Diverse Environment, AT&T

. QST Management Training, AT&T

o Technical proficiencies:

. Microsoft Office (Word, Excel, PowerPoint, Outlook)

. Salesforce.com

. Microsoft Project

. RightNow

. NICE QA software

. Avaya

o Lakeland, FL and Winter Haven, FL Chambers of Commerce, member

o Partnered with Boost Mobile on community improvement initiatives

o Able to travel as needed

o US citizen, willing to travel internationally, holding current

passport

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