San Antonio, TX 78229
Resourceful, professional with a robust scope of capabilities in fast-paced global business environments. Highly skilled in operations & sales leadership, strategy & logistics and people & process optimization. Solid leader and motivator who excels in talent acquisition, employee empowerment and leadership advancement. Demonstrated strengths in P&L management, efficiency improvement, and profit optimization. Proven track record of success in creative and effective management of diverse personnel in multiple locations. Flexible, adaptable, results driven and totally committed to process, quality and performance management.
Strategic and Operations Planning
Turnaround / Transformation
Policies & Procedures Development
Resource Planning & Leadership
Customer Service Leadership
Tech Support Leadership
Operational Cost Analysis
Program Analysis and Evaluation
Corporate Culture Change
Technical Expertise includes: Microsoft Office Suite, CRM, ACD and Video Production
Contact Center Strategy/Operations
Strategized Startups & Build Outs: Initiated planning sequence to establish new global contact centers 2004 & 2014. Selected locations, planned & hired staff and budgeted, negotiated, procured and installed all essential equipment. Results: Set up and initiated world-class operations.
Expanded Number of Regional Contact Centers: Results: Redundant leadership teams and technology mitigated outages and downtime and built clients’ trust which enabled us to capture more of their outsourcing business share. New locations generated return on investment in one year and allowed us to keep a majority of the extreme ramps centrally located in a small geography.
Spearheaded 18 Extreme Seasonal Ramps (up/down): Hired, trained and coached 200-1600 short-term agents (eighteen different times) for Christmas, Valentines, Mother’s Day and tax season ramps. Results: Maintained client KPI and show rate requirements, won more client business year over year.
Engineered Total Turnarounds: Analyzed and restructured all departments and lines of business, created and executed streamlined processes and established best practices, implemented realistic expectations with outcomes and inaugurated obtainable step targets with time tables. Retrained entire leadership team and support staff in addition to all front line agents. Established heavy-duty performance management for agents, operations leadership and support staff. Results: Right-fitted leadership, improved performance, reduced errors, client confidence, additional business and site-wide morale. (2009) Improved from last place #30 to #2 in 11 months. (2013) Improved from last place #4 to #1 in 45 days.
Resolved Severe Churn: (2013 - In addition to the turnaround steps above) Overhauled recruitment and instituted new leadership, culture, methods, goals and bonus requirements for the department which increased the number of qualified applicants entering training and production and lowered attrition/churn rates from 15% a month (based on seven-year historical data) to 7.4% (Client KPI was 9% for domestic sites) Results: Financial improvements, workforce maturity/longevity, site-wide morale and client confidence – all of which were officially recognized by our corporate heads three months into the revamp.
Root Cause Analysis & Remedy: During an initial new teams’ (new site) analysis in 2010 - Identified a radical variance between agent utilization reporting and actual agent workload for an inbound sales team. Partnered with Avaya and 3rd party IVR vendor to prove agent workload was actually much higher than reporting credited. Investigation determined that agent manipulation of a known Avaya flaw (“feature”) was the root cause of erroneous reporting. Agents and managers were purposefully committing fraud to delete calls (number of) to generate bloated sales rate percentages in order to receive unjustified bi-weekly bonuses. Further investigation revealed the scheme had gone undetected for 3.5 years by both the BPO and client resulting in a $630K under-payment by the client for calls answered and $140K overpayment for bonuses by the BPO. Results: $180K additional annual revenue for the BPO, a new fresh untainted team and a promotion to a larger sister site with more clients, Lines of business and headcount.
MARRIOTT INTERNATIONAL, San Antonio, TX
Elite Desk – Spirit of Service & Sales
Global Service Ambassador responsible for Marriott’s world-renown Spirit to Serve, revenue generation and agent development.
SPI GLOBAL, Madison, WI (Changes in hiring agreement)
Site Manager (Site Director)
Responsible for site start-up, policy and process creation and implementation, operations management and client
XEROX BUSINESS SERVICES, Bakersfield, CA (Company near-shored site headcount)
General Manager (Site Director)
Responsible for recruitment turnaround, culture change, performance management, client satisfaction and P&L
SUTHERLAND GLOBAL, Philippines (Organizational restructure – returned to US)
Business Director (Site Director)
Responsible for Operations, P&L improvements, major ramp up and complete line of business rebuild.
TELETECH, Philippines (One year contract)
Senior Operations Manager
Responsible for total turn-around of business unit. #30 (last place) to #2 in 11 months.
SPI GLOBAL, US / Philippines (Recession downsizing)
Managed all outsourced operations in Asia.
JOBSONG PERFORMING ARTS PROJECT, Jonesboro, AR
Responsible for operations management, strategic and logistical planning, marketing, merchandising, human resources
and direction of multi-city youth conferences..
MEMORY PRODUCTIONS, Chattanooga, TN
Responsible for logistical organization and management of nationwide beauty pageants and talent shows including
customer care, client relations, stage & video production management and order fulfillment.
VIC’S CORN POPPER, Omaha, Ne
Regional Operations Manager
Responsible for multi-site corporate operational management, customer relations, production, quality control, corporate
imaging, and human resources management. Developed and executed North American franchise program & training
and national retail store openings.
Bachelor of Fine Arts Management, Arkansas State University, Jonesboro