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LaGrange, GA
July 29, 2020

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Ken A. Pearson

501-***-**** Lagrange, GA ***** LinkedIn: Ken Pearson

Global BPO, Operations & WFM Executive

Executive Profile

Dynamic executive leader with expertise in strategically drivng Operations, WorkForce Management and Business Process Outsourcing (BPO) teams. Record of success leading operations, global expansion, client development, innovative projects, and process standardization. Cross-functional leader adept in solving problems and inspiring teams to success.

Areas of Expertise

Global Workforce Management (GWFM) Strategic Operations Business Process Outsourcing Budget Management Forecasting Scheduling Process Standardization Global Training Development Cost as a Percent of Revenue

Professional Experience

Carenet Health Care San Antonio, TX Sept 2018 to Feb 2020

Vice President, Global Workforce Management

Led the strategic planning and execution of acquisitions, new technology integrations, and automation in partnership with C-level leadership team. Oversaw strategic and tactical execution for 29 WFM personnel in the United States and Philippines. Managed calls per hour, cost as a percent of revenue, budgetary required FTE, occupancy, and contractual KPIs.

Support the development of new clients and oversee day to day operations and contractual relationships with clients including WebMD, CVS, and other large-scale healthcare organizations.

Direct process to sell, operationalize, and implement with oversight for execution of tactical and strategic decisions.

Scale processes globally; develop workflow strategies to enable global footprint expansion.

Rewrite and realign job descriptions, pay scales, and compensation in partnership with HR.

StarTek Denver, CO Oct 2017 to Sept 2018

Vice President, Global Workforce Management

Strategic partner to C-level executives and leadership team accountable for the planning and execution of all global WFM operations and partnership developments across Canada, Kingston Jamaica, Philippines and United States. Oversaw forecasting and scheduling for 15K agents within back office, chat, email, inbound, and outbound teams. Partnered with C-level executives on crafting short and long-term strategies and implementations. Managed paid utilization, cost as a percent of revenue, budgetary required FTE, SLA, ASA, occupancy and KPIs.

Facilitated team coaching and mentoring to ensure operational objectives and KPIs were met.

Developed standardized processes, procedures, and training, with all associated documentation, on a global scale.

Achieved 1.1% cost as a percent revenue.

Frontier Communications Norwalk, CT Mar 2016 to Sept 2017

Vice President, Global Workforce Management

Managed $11M WFM budget with oversight for all WFM partnerships with BPO operations, telephony integrations, and SOW negotiations. Strategically managed forecasting and scheduling for 15K back office, chat, email, inbound, outbound agents across the United States and Philippines. Managed union and non-union environments and attendance as well as paid utilization, cost as a percent of revenue, FTE, SLA, ASA occupancy, and contractual KPIs. Oversaw automation projects regarding AUX codes, payroll, data warehouse, forecasting modeling, IDPs, post mortem, and call transfers. Facilitated training on new technologies and innovative tool utilization.

Championed the expansion into the Philippines market through the establishment of BPO partners and WFM teams.

Partnered with PUC (public utility commissions) in each state to ensure regulation alignment regarding quality and timeliness of response delivery related to email, chat, and calls.

Spearheaded multiple automation projects utilizing AI and innovative technologies to improve efficiencies including eliminating repetitive key strokes with automation leading to minimization of redundant manual tasks.

Led to the decrease in cost as a percent of revenue from 1.5% to 1.1% following execution of automation projects.

TeleTech Denver, CO July 2013 to Mar 2016

Vice President, Global Workforce Management

Oversaw GWFM team with oversight for $13M annual budget, 8 direct reports, and 525 personnel across Brazil, Bulgaria, Canada, Costa Rica, Ghana, Mexico, Philippines, and the United States that supported 30K+ employees. Globalized standardized processes and managed strategic forecasting and scheduling for 35K back office, chat, email, inbound, outbound agents. Led staff planning, strategic projects, tool implementation, training, and overall environment consisting of virtual and physical servers with multiple database farms and cloud-based technology.

Reinvented attendance guidelines following analyzation of employee behavior and pattern of work habits; identified gaps and implemented new schedule to increase retention, minimize training expenses, and reduce labor costs.

Recognized as subject matter expert regarding unique country union labor laws across international footprint.

Spearheaded automation and integration projects including the standardization of web-0based staffing plans, HRIS, KRONOS, and Data Warehousing to eWFM transition, IDP and post-mortem automations, as well as the redesign and enhancement of eWFM software and hardware.

Sykes Tampa, FL Feb 2007 to May 2013

Senior Director, Global Workforce Management

Oversaw $3.6M annual budget and managed team of 51 personnel that oversaw global resource planning and workforce operations across 75 contact centers, with 400 personnel, throughout APAC, Canada, EMEA, LATAM and the United States. Led negotiations for new licensing fees and maintenance pricing for various WFM tools and resources. Collaborated with department leaders to introduce standardized processes including partnering with corporate and regional Human Resource teams to unify key areas including GWFM job descriptions, salary ranges and title alignment. Managed business utilization, gross profit, budgetary required FTE, occupancy and other contractual KPIs.

Developed, implemented, globalized standardized processes as well as managed forecasting and scheduling for 21K global employees across 65 clients within 230 lines of business.

Introduced an innovative Learning Management Systems (LMS) across global footprint; worked strategically with training department to manage collateral and disseminate materials efficiently.

Spearheaded the consolidation of various workforce teams into a Centralized Global WFM team.

Prior Experience

Staff Manager, Workforce Management Alltel Wireless Little Rock, AK

Director of Resource Planning, National and Local StarTek Denver, CO

Director of Customer Support Aliso Viejo, CA

Manager/AVP – WFM / Technical Support Wells Fargo Bank, Online Banking Division Concord, CA


Bachelor of Science, Business Administration, Major: Economics OLD DOMINION UNIVERSITY Norfolk, VA

Economics Focused Course Load WESTERN KENTUCKY UNIVERSITY Bowling Green, KY

Professional Development and Trainings

Presenter Aspect Annual User’s Conference

Stop At Nothing HILS and LMS2 Leadership and Personal Awareness 2008, 2007

ICMI Certification in Call Center Essentials 2007

Jack Sheridan’s Seminar, Labor relations and Union Awareness

Positive Negotiations I & II

Presenter Society of Workforce Planning Professionals (SWPP) Annual Conference 2007

SWPP Nominee for Manager of the Year 2007

Leading It Right 2006

7 Habits for Managers 2006

ICMI Forecasting Seminar 2005

Managing It Right Track I & III 2005

Bloom Productivity Training 2003

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