More than 18 years experience in the Call Center industry. Includin
Resume:
TODD BAKER
Euless TX, *****
act72a@r.postjobfree.com
Executive Summary
More than 18 years’ experience in the Call Center industry. Including Inbound, Outbound, and Customer Services environments
Adept at managing multiple customer relationships handling revenue growth and operational responsibilities.
Skilled at leading and working within a team to produce services that promote the organization and client’s image, mission, and objective
Managed multiple accounts and multiple sites while maintaining revenues and gross margins.
Worked with IT, Training, Quality, Human Resources and Recruiting on a daily basis as a liaison for Operations
Key client engagements
AT&T LD
AT&T Calling card
TXU Energy
Bell South
Humana
Direct Energy
Sallie Mae
First Energy Solutions
American Express
Liberty Energy
Experian
AT&T Easy Reach
PROFESSIONAL EXPERIENCE
Consulting Group RX
Owner
(May 2014- Present)
Owner operator of a marketing group which provides comprehensive reports of a patient’s genotype in order to properly understand what medications work best with their genetic make-up based on the way they metabolize certain pharmaceuticals.
Aegis Communications Group, Inc., Irving Texas
VP Business Development
(February 2010- April 2014)
Owned P&L responsibilities, new and inside sales/growth for the Energy & Utilities vertical which included major utilities in 8 states including Texas, Ohio. Consistently provide organizational structure and process to meet client commitments while achieving internal operational targets. Developed and implemented Customer Success Strategies across all sites including our international locations. Developed a complete understanding of the deregulated energy sector and played a consultative role in helping many of our customer’s “go-to-market” strategy. Played a very significant role in bringing two new labels in to the company as customers.
TODD BAKER
404 Sage Lane
Euless TX, 76039
act72a@r.postjobfree.com
Secured new Energy/Utility relationships generating over 19 million while averaging a 32% direct margin.
Worked with existing Energy/Utility client to create a new reactive sales group in the US. Increasing sales conversions which outweighed the cost of doing business in the US vs. offshore.
Help secure 1 Health Care and 2 financial companies, current revenue over 45 million per year.
Client Services Director
(October 2006 - January 2010)
Owned P&L responsibilities across four centers in the US and one in Hyderabad, India. Oversee Client relationships, inside sales/growth, IT initiatives, operational performance, and an employee base of 525.
Selected Achievements:
Increased revenue per bill hour by 27% over 2006 run rates.
Successfully moved client strategies from Sales per Hour to Net revenue and received the AT&T/Bell South Gold Partner Award for three quarters.
Increased overall client hours from 45,000 hours per month in October 06 to 56,000 hours per month in June 07.
Call Center Director (July 2004 – October 2006)
Developed and implemented operational and financial controls to ensure adherence to and consistency of standards. Fashioned all bonus programs to a pay for performance, which increased sales production and improved employee show rate decreasing turnover. Led site through a comprehensive work redesign and process improvement effort that resulted in a 20% direct labor cost reduction while improving quality and efficiencies.
Selected Achievements:
Increased employee base from 176 agents to over 700, in addition to
23 Supervisors, 4 Program managers and 2 Operations Directors.
Increased revenues by 147% from $8.5M to $21M, and contribution margins by 583% from ($931K) to $4.5M in 12 months.
Achieved exemplary results for Humana increasing other Aegis centers revenue by $12M.
Account Director (March 2002 – June 2004)
Owned P&L responsibilities for a 10M annual program. Managed New Account, Sales and Service, and online prescription ordering for a major Heath Care Medical Part D provider. Oversaw client relationships as well as program performance including hiring, training, metrics, and Quality Training For Results. Worked with the Training Department to ensure that the New Hire Training Curriculum and On-the –Job Training Initiatives equipped and empowered Customer service Representatives to consistently provided service that exceeded both Customer and Client expectations.
Selected Achievements:
Migrated Work Force Management for the US to India.
Developed and instituted all escalation/method and procedures for the business unit.
Operations Director (February 1999 – February 2002)
Account Manager (March 1995 –January 1999)
EDUCATION AND CREDENTIALS
Bachelor of Science (BS) - Northeastern State College, Tahlequah OK
Contact this candidate