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Allan Auld

*** ******** ** **, ********, GA, 30152

Home: 678-***-**** Cell 770-***-**** ad12lh@r.postjobfree.com Linkedin: http://www.linkedin.com/in/allanauldconsultant Professional Summary

Over 20 years of experience in leadership, operations and change management, and 11 years of management business consulting. Strong background in change management, process improvement and sales management improvements that increase revenue and market share. Skilled in navigating all levels of the organizational chart and experienced in large, highly matrixed environments. Expert in project and process management, user education, and creating new best practices. Experienced in facilitating change for small family-owned business to larger corporate enterprise type environments.

Areas of Expertise

Change Management

Sales & Marketing

Call-Contact Center Management

Relationship Building (Internal & External)

Internal Process Improvements

Strategic Team Building & Mentoring

Financial & Risk Controls Management

E-Commerce.

Business Consultant/Project Manager (2009-Present) ISI, Buffalo Grove, IL/ Allan Auld Consulting, Kennesaw, GA Self-employed & 1099 business management consultant specializing in change management projects of all sizes. Acts as a sole proprietor & a sub-contractor for; International Services Inc

(ISI), American Management Services (AMS), Corporate Business Solutions (CBS), International Development Services (IDS) & Dun & Bradstreet (former employer). Providing services in a consulting capacity, in the areas of; change management, project management, corporate restructuring, customer education, business strategy, business development, process improvements (including process mapping), project management, credit & risk management processes, financial controls & reporting, call center operations, sales & data management (including metrics design), customer service, external vendor management, product design & implementation, sales training, e-commerce, social media, compliance, RFP responses & outsourcing.

Successfully completed 40+ change management consulting projects between 2010 & 2021.

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100% letters of client satisfaction upon completion of consulting assignments.

Annual billings in excess of $2 million per annum.

Field Certified in Management Business Consulting. Director of Global Process Improvements (Apr 2007 – Jun 2008) Ryla Teleservices, Kennesaw, GA

Acting as on–site operations and performance leader for a start-up African call center in Nairobi, Kenya.

Responsibilities included executing change management strategy in moving overflow work from Georgia, USA into Kenya, Africa. US based clients included Earthlink, & Dun & Bradstreet. Process owner over: external vendor management, project budget, best demonstrated practice roll-out, KPI/SLA performance metrics design & implementation, and agent recruitment & training.

Utilized a consultative approach in successfully negotiated client & vendor expectations.

100% Call center operations functionality achieved in 8 months after start up.

Achieved 40% savings in client call center overhead expense. The Dun & Bradstreet Corporation (22 Years of Service) Project Leader Enterprise Risk & Compliance (2005- 2006) The Dun & Bradstreet Corporation

Responsibilities included; lead corporate initiative on upgrading internal process to become SOX

& Patriot Act compliant, while managing outsourced vendor relationships from a process, quality

& cost perspective. Evaluate RFP proposals and execute on new relationships as needed

Achieved an additional 12% in organizational cost avoidance.

At risk accounts improved from 86% retention to 91%.

Acted as problem solver over all data and quality client concerns. VP Operations Outsourcing, Tucson, AZ (2004 -2006) The Dun & Bradstreet Corporation

Position was concurrent with VP Call Center Operations role (below). Responsibilities: charged with leading organizational transformation in relocating $80 million in data collection and customer service functionality to a selected outsourced vendor of choice, via the RFP process. Change impacted the entire Dun and Bradstreet enterprise.

Led and project managed; 8 different transition teams that constituted over 4,000 individual processes, with their associated key metrics to become successfully transitioned to IBM, India, over an 18 month period.

Interacted with C+ level management throughout the transitional process.

Led by example throughout the change process, adopting a change is good approach. Email ad12lh@r.postjobfree.com

Data collection costs reduced from $80m to $22m per annum. VP Call Center Operations, Tucson, AZ (Site Leader). (1995 -2005) The Dun & Bradstreet Corporation

Acted as call center leader over 3 call centers, and new revenue generation leader. Responsibilities included; performance (PQI/TQM) & change management, business development, customer service & external vendor management, team building, employee relations, staffing, technology management, quality metric design & benchmarking, calling strategies, customer service, associate compensation programs, SOX compliance, external vendor management, product design/testing and start-up, quality assurance initiatives & facility management.

Managed directly and indirectly over 650+employees (including temporary employees).

Successfully managed operating budget managed of over $28,000,000.

Consistently surpassed call center sales targets of $65,000,000.

Year over year sales growth of 15% from 1996-2005.

Re-engineered (process improvements) cost savings for 2005 in excess of $8 million.

Recognized as a D&B Leadership Award winner 1997, 2000, 2001 & 2003 (top 5% in all metrics in the company)

The Dun & Bradstreet Corporation (1983-1995)

Employed by Dun & Bradstreet in various data collection, training and front-line management roles in; NM, AZ, CA, IA & AZ. Promoted & relocated 6 times in 10 years. Positions included: Call Center Manager, District Manager, Divisional Manager, Regional Trainer & Business Analyst.

Education

University of Albuquerque, Albuquerque, New Mexico. Graduated in 1983 with 3.83/4.00 GPA, with a BBA in Business Administration. Deans List Fall 1982. Bell College of Technology, Hamilton, Scotland. Completed Scottish Higher National Diploma in Business Studies from 1978-80.

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