JOHN CHARLES CALLAGHAN

*** **** ***** ***** 408-***-****

Milpitas, California 95035 acp5r0@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Innovative, customer-focused General Manager with extensive executive -level experience in customer service/call

center operations, inbound and outbound. This includes start -ups, mergers, consolidations, customer relationship

management and account management. In-depth experience developing and implementing business strategies and

objectives, and motivating teams to execute improvement plans to help an organization achieve its vision and goals.

WORK EXPERIENCE

2014 – Present

411 LOCALS, Milpitas, CA, Las Vegas, NV, Cebu City, Philippines

Full service Internet Advertising Agency specializing in search engine optimizat ion and web design.

Director of Customer Success (Business Consultant)

Revamped entire Customer Service function of the organization to poise for greater, future success- inclusive of

Activations, Tier 1 and Tier 2 Customer Support, Collections, Retention and Win-backs.

Successfully opened up the communication lines between the United States, the Philippines and Bulgaria by

educating everyone to understand the cultural divides and language barriers/misnomers.

Gained efficiencies and higher profit margin by increasing the competency level in the Philippines through

specialized training and set groundwork for a much more customer -centric business model.

Implemented a non-existent customer satisfaction measuring tool, Customer Effort Score (CES), in or der to

properly measure overall consumer happiness with the product.

Increased overall company, month over month, retention rate from 93% to 97%.

2012 – 2014

PATRIOT MARKETING, INC., San Jose, CA

Dynamic contact center company specializing in inbound and outbound sales and service.

Vice President, Customer Service/Performance Enhancement

In the United States, successfully managed performance and customer satisfaction metrics for one U.S. in-house

center, one U.S. outsourced contact center, along with several outsourced centers located across the globe in the

Philippines, India and South America,

After three months of focus, increased customer satisfaction on three programs by approximately 25% and

increased sales on one program by 32%.

P&L responsibility for Manila, Philippines center – 450 seats, 800 employees and $10M in annual revenues.

In Manila, managed 10 clients and 15 different lines of businesses inclusive of inbound customer support,

customer acquisition – inbound and outbound sales, customer retention and customer win -back programs.

SUTHERLAND GLOBAL SERVICES, Clark Freeport, Pampanga, Philippines 2011 - 2012

Sutherland Global Services is a multi-national technology-enabled BPO services company providing integrated

Platform-based and Analytics enabled business-cycle support solutions for major Industry Verticals and global

industry leaders – annual revenues of $500M.

Vice President, Service Delivery

P&L responsibility for Clark and Tarlac centers – 3,500 seats, 5,500 employees and $65M in annual revenue.

Managed 18 clients and 29 different lines of businesses.

Successfully managed 10x seasonal ramp campaigns.

Implemented pay structure resulting in 10% gain in revenues.

Implemented Integrity Campaign which was rolled out to the entire geography.

JOHN C. CALLAGHAN

CCC SOLUTIONS, Makati City, Philippines 2009 - 2011

Start-up consulting company focusing on assisting US-based customer service centers in the Philippines.

President

Successfully assisted two start-up BPO companies begin operations in Makati City.

Implemented operational best practices relating to technical and billing support and quality assurance.

Led business development effort for a local, customer service center.

AMBERBASE SOLUTIONS/EPIXTAR / VOXX CORPORATION/IMS, Manila, Philippines 2004 - 2009

One of the first call center companies in the Philippines, with total annual revenues of $33M.

Country Manager/Managing Director, 2007-2009

Responsible for all aspects of 1750-seat call center in Eastwood, Libis.

Developed Company inbound strategy and sector growth.

Member of Voxx-Philippines Board of Directors.

Vice President, Operations, 2004-2007

Key strategist in merger of IMS-International, Inc. and Voxx Corporation (Epixtar IT Enabled Services).

Completed build-out of 144-seat outbound marketing center in Makati, the financial district of Manila,

Philippines and co-led the expansion of the Libis/Eastwood Call Center, 1750 seats.

Successfully ramped up programs from 50,000 a month to 100,000 hours a month in matter of eight months.

Integrated Quality efforts of onshore and offshore call centers and was respons ible for all Quality of Company.

TRAMMELL CROW COMPANY, Woonsocket, RI 2001-2004

One of the largest diversified commercial real estate services companies in the United States with revenues of

$400M.

Director of Call Center Operations

Scaled and developed full-service, 120-seat customer response center with 150 employees, servicing TCC client

partners including Newton-Wellesley Hospital, Harvard Medical, Exxon Mobil, Bank of America, Hewlett

Packard, McDonald’s Restaurants and CVS Pharmacies.

Implemented industry standards as benchmarks, resulting in 50% call metrics improvement.

Increased IVR usage, successfully reducing call volumes by 10%, resulting in a savings of $200K.

Led a re-engineering initiative to achieve greater efficiencies through process opt imization and organizational

development, resulting in 30% improvement in retention rate, a savings of $70,000 per annum and effective

performance measurements.

Installed comprehensive employee incentive program to cultivate a performance -based environment, increasing

productivity by 20%.

Strengthened education and training plans, increasing knowledge base of Representatives and Managers.

THE CROSS COUNTRY GROUP, Medford, MA 2000-2001

Leading provider of private label and co -branded service programs in North America.

Senior Client Manager

Managed client relations in Direct Marketing Services Division for Citibank and Citibank USA, GMAC

Mortgage and autobytel.com, resulting in $20M bottom line revenue.

Increased Citibank revenue 100% by adding to portfolio while increasing performance on existing campaigns.

Collaborated with Operations to achieve targeted membership save rates of 35% and to consistently meet or

exceed appropriate service levels.

Executed client relationship including budgeting, contract ne gotiation, customer service, acquisition, retention,

renewals, product innovation, cross selling of ancillary products and services, developing new marketing

channels and ensuring recurring revenue stream.

JOHN C. CALLAGHAN

AEGIS COMMUNICATIONS GROUP, INC., New York, NY/Lexington, MA 1998-2000

Specializes in data analytics services, inbound customer care, sales and retention, outbound B2B and B2C

acquisition with revenues of $136M.

Regional Director

Provided executive leadership, direction and support for the management of 4 call centers with 400 seats and

revenues in excess of $25M annually with over 750 employees.

Key player in leading and managing change created by reverse merger of IQI, Inc. and ATC, Inc., forming the

5th largest public Tele-services company.

TELESPECTRUM WORLDWIDE INC., Cambridge, MA 1994-1998

Full service outsource provider offering acquisition services, co -sourcing, customer service, IVR and total customer

management solutions with revenues of $200M.

Director of Quality, Mid-Atlantic, Northeast, West and Canada, 1996-1998

Directed overall quality assurance for 11 call centers with 1700 seats and revenues exceeding $170M with over

2000 employees.

Consolidated quality processes of 6 companies into 1 within six months, resulting in standardized practices.

Designed and implemented a team approach with Operations, Account Management, Information Technology

and the Quality Department to streamline quality. Initiatives produced efficiencies by opening up

communication lines, thus eliminating redundant efforts.

Strategic Account Manager, 1996-1998

Spearheaded sales performance of 20 call centers for MBNA America, resulting in $10.5M in top line revenue,

an increase of $6.2M in bottom line revenue; call volumes reached peak of 10,000 hours per day, 250,000 hours

per month.

Provided daily feedback to client contacts and presented weekly to internal and client executives.

Site Manager, 1994-1996

Led multi-site, Massachusetts-based call centers, achieving top sales honors 75% of the time.

PRIOR EXPERIENCE

MOUNT AUBURN HOSPITAL, Cambridge, MA 1987-1993

Lead Admitting Officer, Weekend Admitting Supervisor and Weekend Cashier

Supervised staff, including day-to-day management of inpatient admitting processes and outpatient registration

processes.

U.S. MARINE CORPS, Monterey, CA, San Angelo, TX and Kaneohe Bay, HI 1982-1986

Signal Intelligence, Persian-Farsi Linguist

Scored in top 5% of Linguistic Aptitude Battery; Highest Rank Achieved: Corporal; Honorably Discharged .

EDUCATION

UNIVERSITY OF MASSACHUSETTS, Boston, MA 1987-1990

Bachelor of Science, Management (Magna Cum Laude)

Dual major in Marketing and Sociology.

Four-year degree completed in three years while working 50 hours/week.

CRYPTOLOGIC TRAINING SCHOOL, Goodfellow AFB, TX 1983

Certificate: Crypto-Linguistic Training in Persian-Farsi

DEFENSE LANGUAGE INSTITUTE, Presidio of Monterey, CA 1982-1983

Certificate: Persian-Farsi Language

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