Customer Service Sales

EXECUTIVE PROFILE

Proven leadership and vision that result in the consistent ability to identify opportunities and deliver strategically aligned, complete, and cost effective solutions.

Areas of Expertise

Revenue and Market Growth

Sales and Marketing Leadership

Strategic Market Planning

Project Development and Management

Call Center Operations Management

Technology Selection and Applications

Site Selection and New Center Start-ups

Coaching and Staff Development

CAREER HIGHLIGHTS

Delivered the best performing financial year in Ameridial’s 23 year history and over five years, grew sales from $22M to $40M.

Rebranded the Ameridial healthcare division and recruited a new management team that grew the customer base from one client to over a dozen and accounted for over 50% of the company revenue.

Experienced managing call centers with staff ranging from 14 to over 400 with 1,500 in total over 10 centers.

Created a flat rate pricing strategy to win a multi-million dollar, five-year Federal Government contract.

Created an inside sales department with supporting technology and processes for a leading football equipment manufacturer to expand their youth market share. Sales exceeded plan by over 250%.

As a consultant to a Venture Capital firm that acquired and merged two health and safety training companies, I created a new business development, a win-back and current customer, cross sales program for each company that collectively exceeded plan by 400%.

As Call Center Manager at RCA Service Co., branch sales performance improved from 131st to 11th nationally.

Developed a quality assurance programs that improved handle time, first call resolution and staff buy-in during formal coaching resulting in customer satisfaction ratings often exceeding clients in-house performance.

Reduced CSR annual turnover on an inbound customer retention program from over 400% to 80%.

Created an Applicant Tracking System that reduced cost per hire 18% and increase candidate flow 12%.

Working as the Subject Matter Expert with an Instructional Designer and Content Developer and created facilitator lead, CSR Customer Service, Sales and Supervisor training programs. The content was localized and delivered to several clients across Asia and Latin America.

Created O-CORE and I-CORE (Outbound/Inbound Continuous Operations Re-Engineering) for TMJ, the fourth largest telemarketing firm in Japan (3,500 workstations) that used U.S. best practices for starting-up and managing new programs to ensure consistent productivity, quality and revenue.

Customized O-CORE for a new 1,000 seat outbound insurance sales center in Shanghai China.

EMPLOYMENT HISTORY

Ameridial, Inc.

One of the Top 50 largest outsourced call center companies in the U.S.

President 11/10 to 12/15

Vice President and Program Manager 10/90 to 6/98

Call center operations, budgeting and financial management

Strategic leadership focused on expanding the healthcare and commercial services markets

Managed the content marketing, web site design, SEO & PPC, Google Analytics programs

Site selection and new office openings in North Carolina and Maine with over 525 workstations

Customer Care Plus

CCP is a customer experience management tool that allows residential contractors to use the voice of their customers to improve business processes, customer service, sales and profits.

Partner (Part-Time Position) 8/09 to Present

Assist clients manage their survey processes, the interpretation of their data and with the development of business improvement plans.

Comfortech Award for best new training product of the year http://customercareplus.net

Last Call TeleServices

Call center consulting, training, program management and brokering firm that helps companies improve how they use the phone, email and chat to improve customer service and sales.

Owner (Part-Time Position) 8/04 to Present

Compare recruiting, hiring, training and ongoing development processes, business operating procedures and the application of technology against best practices to identify and assist with areas of improvement.

Identify and help manage an outsource partner to handle short-term excess call volume, extend service hours or generate qualified sales leads.

TeleDevelopment Services, Inc.

International call center consulting, training, recruiting and BPO Solutions Company.

Vice President and Senior Consultant 7/98 to 8/04

Recruited and managed a network of subject matter experts to fulfill consulting and training projects

ACCE Award for Best Outbound Business-to-Consumer Program of the Year

EDUCATION AND PROFESSIONAL AFFILIATIONS

BS Business Administration and Marketing, Findlay College, Findlay, OH

MBA coursework, Cleveland State University

Certified Call Center Auditor - Benchmark Portal, Purdue University

Strong knowledge of several ACD, CRM, WFM, Predictive Dialers and MS Office products

Call Center Instructor at Cleveland State University for the Northern Ohio Direct Marketing Association

Lobbied extensively in Columbus OH and Washington DC for fair industry legislation

Ohio Chapter President, American Teleservices Association, (Now PACE)

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