Customer Care Social Media

Ray Weaver

Denver, CO *******@*******.*** Mobile: 720-***-****

Call Center Operations / Partnerships & Alliances / Business Development Proven operations leader specializing in large scale BPO and call center management with a key focus on creative sustainable performance models. Recognized for creating a distinctive customer experience for front and back office operations with a consistent track record of achieving increased customer satisfaction in the omni-channel while reducing cost in turnaround or start-up environments. Specific expertise’s including:

- Operations & Client Management - Business Development

- Corporate Strategic Planning - Budget Profit & Loss Management

- Product Management - Strategic Partnerships & Alliances PROFESSIONAL EXPERIENCE

Director Global Operations, Strategy & Transformation 2013 –Present Western Union Englewood, CO

Responsibilities include the end-to-end delivery of Customer Care functions utilizing lean methodology. Managing Western Union’s Call Center of Excellence to develop new ways of working. Directly managed all Western Union’s 3rd party vendor partners 4,000 CSRs in 14 multi-lingual locations onshore and offshore in US, Canada, Mexico, Nicaragua, Dominican Republic, Latvia, Greece, Egypt, Russia, India, Pakistan, China and Philippines supporting 40 languages Handled all governance from a Contract Management, Commercial Terms Management, Performance Management and Relationship Management with partners. In addition, managed WU’s Workforce Management, Global Command Center, Global Quality, Lean Management, Global Training LMS and Knowledge Management teams.

Established Western Union’s first Global Partner Summit bringing together all global partners internal and external in one location to collaborate on strategies, priorities for the year and to share best practices and develop a world customer experience

Designed and rollout a new Vendor Performance Management system and dashboards that lead to reduced AHT and quality improvements creating a step change in performance through improved management decision making using Salesforce Einstein Analytics platform and Microsoft BI

Developed a call center audit process based on Lean Management & COPC standard which drove improved operational best practices utilizing analytics to measure progress and opportunities

Managing Western Unions Call Center of Excellence creating new way of working to driving continuous improvement in Customer Experience saving $17 million in AHT savings while improving quality.

Created & rolled out new SOW which combined a new Balance Score card with a bonus/penalty strategy

Provided WebTech support for WU.com’s rollout and App support in 44 counties managing support for new products across multiple channels: voice, chat, e-mail & social media

Negotiated all new agreements with global 3rd party vendor partners establishing a performance culture

Managed global footprint opening and closing centers to fit business needs

Reduced number of sites from 22 to 14 dropping 4 vendors and consolidating 4 others

Cut overall expense by 20% through reduced AHT, improved FCR by 7% while improving CSAT by 22%

Revised WU’s QA program to address short falls in Dodd-Frank, AML, GDPR, UDAAP and other regulations

Establish a new governance model and established regular QBRs, MBRs business reviews of contract KPIs

Designed and rolled out and completed a new transformation strategy including new technology, training, process, tools and assessments

Selected as leadership mentor for Western Union future leader program

Created a work placement strategy to optimize sales, cost, and customer satisfaction performance

Lead Western Unions response to the COVID-19 outbreak moving 75% of workforce to work at home in 6 weeks Vice President of Operations 2010 – 2013

Teletech Englewood, CO

Responsibilities included Dish Network, T-Mobile, Time Warner, and Charter Communications accounts including all operations of 3,500 employees and twelve centers in US, Canada, Mexico, Argentina, Costa Rica. Accountable for the profitability, growth, contract, and sales opportunities for a $160 million dollar book of business.

Managed the fasted growing account in the company in 2012 generated through organic growth

As Country manager for South Africa, took the worst performing center globally to the top performing site for the company’s largest customer (T-Mobile) through an aggressive six-month performance improvement initiative.

Improved margins in Africa by 30% by revising all aspect of the business model in the country

Managed three of the top 5 performing centers with cable clients

Improved the margin at two of the cable providers by nearly 10% and ended penalties. Director Global Customer Service 2003 –2009

HP Enterprise Services / EDS Plano, Texas

Responsibilities included the end-to-end delivery of BPO services and the profitability and growth of accounts and call centers globally for a $500 million dollar book of business. In addition, responsible for the global business unit delivery strategy, global footprint plans, 3rd party partner program, @home, best practice process certification and strategic delivery investments.

Lead activities which drove down costs by 9% at two international accounts in a 4-month process initiative

Established and managed business unit’s global partner alliance network. Handled all statements of work, price negotiations and vendor management. Generated over $60 million in revenue in the first six months while saving 15% over internal resources.

Managed the deployment of a high-performance management techniques and practices across 23 key global centers which showed a 10% cost reduction with a payback of less than 12 months.

Organized multiple business partners and suppliers to develop, implement customer centric account teams to drive best in class global standard processes and quality.

Closed low margin accounts boosting the overall margin of the Americas book of business by 6% in 9 months

Worked with client and account teams at the local, country, regional and global level to analyze delivery requirements, contribute to client’s strategic business plan, and create incremental revenue opportunities.

Managed a team of consultants conducting paid assessments at client sites in to order to provided growth and expense reduction programs to clients

Created and manage the language strategy for the global market which became the focus of HP’s go-to-market strategy for all CRM services

Created and investment strategy (opening and closures of sites) to realign HP’s centers with market demands to new low-cost locations based upon strategy, gaps and market demands

Developed the investment plan and growth strategy for Latin American region

Developed business cases for the establishment of new centers in US, France, and Mexico Director Product Management 2002-2003

Electronic Data Systems (EDS) Plano, Texas

Responsible for all BPO/CRM product offerings and life cycle management in Financial, Hi-Tech and Telecommunications industries Customer Care, Technical Support, Sales and Marketing Services

Conducted analyst briefings regarding EDS Call Center direction and business

Established EDS’ Contact Center go-to-market price points on a global basis

Created EDS Contact Center transformation offering and story and new products for the High-Tech, Telecommunication, Financial and Government industries

Personally, lead sales pursuits through the sales cycle from early solution development and presentation to client each year. Managed pursuit teams of 1 to 20 people depending upon the size and complexity of the deal.

Developed offerings compliant with industry best practices and the COPC process standard Client Executive 1998-2002

Electronic Data Systems (EDS), Toshiba Account Irvine, California Responsible for the Toshiba InTouch Call Center managing 700 front office and back office employees in two different sites (CA, TN) with full budget, people, contract, and client relationship responsibilities selling over $60 million in new services

Scope of contract included all technical support for Toshiba of America consumers (H/W, S/W and Network Support), customer service, inside sales, literature fulfillment, distribution, and field support. Improved profit margin from 16% to 22% while providing the client with a $1 million dollar rate reduction and relocating jobs in the same year

Create a direct inside sales organization that drove revenue and profit for the client selling $15 million dollars of product in six months achieving 170% of quota. Sold high-end Laptops, PDA, Appliance Servers, and Extended Warranties in a B2B environment

Achieved highest CSI rating in the account’s history surpassing the previous year’s score by 18%

Improved the productivity of employees by 27% using performance metrics, incentives, process, training, and tool changes

Removed over $500,000 in annual overhead expense and improved revenue per employee by more than 16% in one year

Served as the Chief Innovation Officer for the EDS Western region focused on top client retention and add-on growth facilitator on a regional basis

Regional Manager 1996-1998

Electronic Data Systems (EDS), IT Services Troy, Michigan Responsible for managing 1,200 employees in five different sites (Dallas, Lansing, Detroit, Sacramento, and Toronto) supporting 27 customers overseeing operations, service level and contract compliance, planning and budgeting

Provided all level 1 and level 2 technical support for GM’s site in the Detroit area to include all migrations and platforming

Implemented new tools for remote takeover of devices, network diagnostics and S/W license management and configurations.

Division Business Manager 1995-1996

Electronic Data Systems (EDS), IT Services Troy, Michigan Responsible for assuring all contract terms and point of sales models were met while achieving an appropriate level of CSI for over 50 US based clients and contracts

Account Operations Executive 1993-1995

Electronic Data Systems (EDS), IT Services Automotive Retail Troy, Michigan Responsible for all field support activities for EDS’ Dealer Systems Division having direct responsibility for 60 field representatives implementing and integrating mid-range systems Education:

University of Phoenix Bachelor of Science in Business Administration

Cornell University Product Mangers Camp Certification

Thunderbird Global Business Consortia Certification Professional Affiliations and Activities:

Executives in the Know

Member of IAOP (International Association of Outsourced Professionals)

Past two-time President and one-time Vice President of the Orange County, California chapter of the Help Desk Institute (HDI)

Past speaker at Orange County HDI chapter meetings on the topic of performance management

Former member of the Technology Advisory Board for the Cuyahoga Valley Institute of Technology

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