Customer Service Data Entry

Michael J. Larson

**** ******* *****, ***********, ***** 76034

817-***-**** Cell

***********@**.***

Direct Marketing / Customer Service Operations Leader

Performance-driven Operations Executive with extensive experience in fulfillment services, systems and process development and implementation. Possess in depth knowledge of all aspects of direct marketing, international and domestic call center services, international and domestic data processing, and fulfillment processes necessary to direct a variety of applications.

Areas of Expertise

•Relationship Management

•Change Management

•Process Management

•Contract Negotiations and Strategic Alliances

•Budget and Cost Management

•Staff Development

•Team Building and Performance Improvement

•Systems Design and Implementation

Professional Experience

Parago, Inc., Dallas, Texas 1/2000 - 10/2014

$100 million promotional incentives company specializing in consumer and corporate rewards programs for more than 300 retailers, manufacturers and service providers.

Vice President, Global Operations

Lead the entire execution of incoming consumer transaction processing and complete customer care through 9 mail receiving and data entry facilities and 6 contact centers throughout the world. Annual budget responsibilities exceeded $25 million.

•Implemented COPC-2000 Standard quality management system that has led to lower costs, improved quality and client and consumer satisfaction.

•Successful launched the largest customer service project in company history in 2013. Added 5 domestic contact centers and over 700 agents from January through July that handled over 1.7 million contacts from April through December contributing over 15% of company revenue and 12% of total gross profit.

•Led Miramichi contact center to finalist status in the "Global Call Center of the Year, Small, Medium" by the ICMI in 2011 and in 2013 "Best Contact Center" finalist by Contact Center World.

•Lowered data entry transaction costs by 74% through implementation of industry-first complete submission scanning process that enabled offshore mail receiving, scanning and data entry services and processes.

•Maintained turn time and on time processing targets each year following implementation of redesigned processes.

•Implemented processes to add strategic data entry and contact center outsourcing partners in order to meet company’s overall transactional growth in each year. Maintained turn time and on time processing targets following implementation of redesigned processes.

•Decreased customer service contact cost per transaction by 80% through implementation of near shore contact center services along with utilizing customer self service applications such as interactive voice response and electronic mail.

•Implemented interactive voice response technology and processes that have led to 45% of consumer calls being completed in the IVR without any additional support labor.

•Improved cost in customer service by conducting complete process reviews, implementing weekly forecasting meetings and quality assurance processes.

•Implemented rigorous process and audit controls to measure, analyze and improve key performance indicators that led to consistent attainment of service level commitments to internal and external stakeholders.

•Improved client satisfaction by implementing weekly partner performance meetings. Meetings have led to increased proactive communications between operational management and client contacts.

•Served as subject matter expert in pre-sale support for all operational activities generated by 6 field sales representatives.

Michael J. Larson

817-***-**** Cell ***********@**.*** Page 2

Young America Corporation, Young America, Minnesota 1996 - 2000

$80 million consumer interaction processing fulfillment house, servicing most of the Fortune 500 companies.

Vice President, Consumer Interactions

Directed all aspects of consumer interactions via telephone, interactive and internet channels of communications. Responsible for all day-to-day operations of 3 call centers of 800 work stations supporting over 1,000 hourly representatives in 2 states.

•Led company to an industry-first 3 simultaneous certification sites of the COPC-2000 Standard, an international quality system specifically designed for the call center and fulfillment industry, and maintained compliance throughout the call center and the key support departments.

•Led company to achieve 4 industry-specific distinction awards. Specifically, received Customer Inter@ctions Solutions magazine award for “Fastest Rising Star” in the teleservice provider category 2 times; ranked 13th largest inbound teleservice provider by same publication in 1999; and received recognition as a quality provider from the magazine on a specific client program that led to client and end-user satisfaction.

•Improved Division contribution margins 10 percentage points through implementation of key performance indicators for work force management and call forecasting software.

•Opened two call centers in Minnesota and Oklahoma to handle increased business and utilized a more flexible labor resource.

•Led company in developing specific interactive voice response (IVR) and internet consumer services applications that led to over $10 million in incremental revenue and improved contribution margins.

•Served as subject matter expert in pre-sale support for all call center and interactive voice response activity generated by 8 field sales representatives.

NordicTrack, Chaska, Minnesota 1994 - 1996

$500 million direct response and direct mail marketer of home fitness equipment.

Vice President, Direct Response Sales and Service

Directed sales generation and customer satisfaction for the direct response and retail divisions.

Hanover Direct, Inc., Hanover, Pennsylvania 1993 - 1994

$700 million direct mail marketer of consumer products under 14 different catalog titles.

Vice President, Customer Service

Directed telemarketing, order processing and training activities in support of multiple call centers throughout 3 states employing over 1,000 representatives.

Express Fulfillment Services, Chattanooga, Tennessee 1990 - 1993

$10 million catalog fulfillment company. Held positions as Vice President of Customer Service; Vice President of Systems and Development; Vice President of Marketing and Client Services.

Vice President, Operations

Responsible for directing all telemarketing, order processing, order fulfillment, client services, training and telecommunications activities to support client catalog fulfillment needs.

Education

Masters of Business Administration course work, University of Dallas, Irving, Texas

Bachelor of Arts, Social Science, University of Northern Iowa, Cedar Falls, Iowa

Boards and Associations

Past Policy Board Member, Customer Operations Performance Center Inc. (COPC)

Registered Auditor, COPC

Certified Auditor, Philip Crosby Quality College

Fostercare Parent, Children’s Methodist Home - Dallas Branch, Waco, Texas

Volunteer Instructor - Citizenship Curriculum, Irving Bible Church, Irving, Texas

Board Member, Mission Effectiveness Committee, Catholic Charities, Fort Worth, Texas

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