Vince Nealy

*** **** ****** **. ****** Elm, TX **068 – 214-***-**** Telephone – acubxu@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Results oriented Contact Center leader with strong, technical, business and financial acumen in designing and leading all multi-channel (24/7) aspects of the center. Responsible for running company-wide operational functions and leading large scale, multi-state projects from inception to successful completion. Recognized for intellectual horsepower as an effective, collaborative leader skilled in building and motivating high performance teams across divisional boundaries.

AREA OF EXPERTISE

•Business Process Improvement

•Succession Planning

•Behavioral Coaching

•Leadership Development

•Performance Management

•Strategic and Innovative

•e-Commerce - Web collaboration

•Knowledge Management

•Project Management Multi-channel Interaction

•Sales Management

•Customer Service

WORK EXPERIENCE

MONITRONICS INTERNATIONAL, Dallas, Texas Apr 2010 – Mar 2016 Director, Customer Loyalty & Consumer Affairs

Managed and improved Consumer affairs, Office of the President, Customer Advocacy, Compliance, and Media Relations

Developed and implement an effective complaint management program across the organization to ensure compliance with consumer advocacy rules

Appraise complaints on an aggregate level including trend analysis, root cause analysis, and potential emerging risks identification

Actively involved in the development of corporate policies, standards, and programs that will enhance the complaints program and customer protection program

•Developed and improved department standard operating procedures ensuring that the company effectively resolved customer issues, with active oversight of operational risk, adequate policies and procedures

•Developed a customer focused culture that operated with a decisive cadence in resolving customer situations

• Worked with Legal compliance to make impactful decisions based on trends and changes in state/ federal regulations and developed and implement plans for operations to adhere to

MONITRONICS INTERNATIONAL, Dallas, Texas Jul 2008 – Apr 2010

Center Operations Manager

•Improved sales, and customer retention through standardization and customer satisfaction indicators.

•Made critical decisions on human resource issues such as employee relations, compensation, and performance management

•Responsible for managing the customer experience throughout the customer life cycle, inclusive of exchanges via the contact centers, customer website, or written/electronic correspondence

•Responded to all Consumer Affairs’ inquiries and solicited customer feedback

•Managed outbound customer satisfaction strategy and resolutions team

•Managed all outbound call center activity

•Created, implemented, and managed customer lifecycle communication strategy

•Project manager for the establishment of first off-shore call center

ONVISOURCE, Plano, Texas Jan 2008 – Jul 2008 Sales Manager

•Developed a new telemarketing call center in the Dallas - Fort Worth, which involved sourcing and hiring, training, mentoring, and building high performing teams

•Established department metrics, provided training and mentoring for agents resulting in team’s ability to exceed growth and revenue goals

•Managed multiple sites of high volume sales centers that delivered $2.6 million in monthly revenue

•Analyzed and qualified sales leads

•Developed scripting and standardized communication to improve sales conversion percentages

MONITRONICS INTERNATIONAL, Dallas, Texas Apr 2003–Jan 2008 Customer Retention Manager

•Lead initiatives and customer retention strategies to reduce attrition

•Transitioned the departmental vision from a retention department to a sales environment

•Developed and implemented the sales call model into a group of 220 employees.

•Implemented loyalty as the model template for employee engagement and performance, which was used throughout the organization

•Created a culture of self and team accountability

•Increased save (retention) rates from 15% to 65% in less than one year

MONITRONICS INTERNATIONAL, Dallas, Texas Apr 2001 – Mar 2003 Customer Retention Supervisor

•Supervised a team of 35 retention agents

•Created production goals based on forecasted call volumes and seasonal fluctuations

•Skilled retention agents as needed to meet service objectives

•Create and implement contingencies to deliver targeted results

•Effectively managed the scripting and quality of call center agents

•Follow up with customers to ensure satisfaction with their renewal of service

KODAK /QUALEX INCORPORATED, Dallas, Texas Jun 1997 – Mar 2001 Customer Service Supervisor

Supervised 35 inbound representatives

Scheduled 80 call center employees with People Scheduler Software and Erlang-C

Created annual forecast based on previous call volume and seasonal fluctuations

Conducted quarterly best practice audits to ensure compliance

Advanced Telecommunications Jun 1996 – May 1997

Save Desk Team Lead

Handled escalated complaints from customers.

Retained 40% of i-rate customers that were transferred to the cancellation department.

Achieved promotion to team lead within 1st quarter of hire.

EDUCATION

Tulane University 2005 MBA Certification

El Centro College 2000 Evolution of Management Certification

AWARDs AND ACCOMPLISHMENTS

President’s Award: Exceptional Performance (innovation and implementation)

Outstanding Leadership Award

Employee of the Year

REFERENCES

Available upon request

Contact this candidate