Kevin J Lewis
SALES/MARKETING OPERATIONS & CALL CENTER MANAGEMENT
HIGHER EDUCATION: ONLINE & TRADITIONAL CAMPUS and B2B
Results-driven executive and senior-director with significant record of accomplishment in business development, call center operations management and team building with some of the nation’s most profitable business and accredited higher education institutions. Drove strategies, initiative, and processes that generated strong gains in financial performance and operational efficiencies. Expert in leveraging business planning with collaborative skills and analytical expertise to reduce costs with improve productivity through KPI management, hiring and recruiting. Bachelors in Business Management and MaED Higher Postsecondary Education. Strengths:
Turnaround Management - Performance Improvement - Competitive Analysis - B2B and B2C Marketing
Process Design, Process Implementation – Strategic Planning & Tactical Execution – Program Development/Management
Budget Development, Budget Control, P&L – Sales/Leadership Training Development – Performance Management/Compliance
IVR buildout, CRM Implementation and IT Support Desk Management experience
Leadership – Identifying, cultivating, retaining talent … analyzing available information and making sound decisions … coaching, mentoring … delegating effectively … pinpointing strengths and improved opportunities … aligning internal systems to meet the needs of students, business partners and rapidly evolving markets.
Relationship Management – Forming partnerships and strategic alliances … identifying emerging markets, creating/presenting win-win business opportunities … utilizing an entrepreneurial, customer-focused approach … proactively troubleshooting and solving issues before they escalate … earning trust by delivering as promised.
Communications- Developing effective sales presentations … influencing, encouraging and closing … behavioral interviewing …writing powerful telemarketing scripts and guides … adapting presentations to fit the audience … asking probing questions … using active listening … providing feedback with tact and diplomacy.
Transformed underperforming online admissions region into a competitive and profitable unit. Communicated vision across the organizational boundary, solicited input and gained buy-in from key stakeholders, developed and delivered a sales program for success that increased regional revenue 33% (from $70M, FY10 to $94M FY11) Helped increase overall operating income 29% (CCI)
Collaborated with cross-functional teams (marketing, admissions, finance and legal) to improve business performance. Example: served on advisory committee to develop GED testing programs at local ground campuses using private funding. Closely working with marketing analyzing the market for lead development. Assisted with CCI in developing compensation plans bringing the organization into regulatory compliance while reducing attrition rate 14%
Advisory consultant providing data to better align internal systems to meet market demands and gain competitive advantage. Example: Persuaded senior management to invest in new technologies to decrease down time and increase contact rate. In addition to providing data on lost revenue result from outdated internal systems (CCI)
Proficient in analyzing call transfers to interview, interview to application, application to estimates presented and presented estimate to enrollment/Start
Established strategy and processes in each new responsibility tasked with and increased overall production while stewardship was given
Currently overseeing major clients through all operations for BPO and client relationship on a day to day basis. Representing 10 account managers and 15 team leads in both our U.S. International locations
ROI SOLUTIONS INC. American Fork, UT
US based outsourced contact center service provider with clients ranging from Visa, Samsung, MPS, Promise Technologies and Briggs & Stratton
EVP – Client Services and Recruiting (March 2014 – Present)
Provide executive leadership over various accounts and account managers. Have day to day interactions with CEO, COO and VP of Operations. Provide customer support specializing with inbound and outbound teleservices, email response, live web chat, employee leasing and interactive voice response (IVR) services. With multiple call centers and responsibility for over 500+ call center agents, 10 Account Directors and 15+ team leads, we have the unique responsibility to provide solutions for uninterrupted 24x7 support 365 days per year
Responsible for the implementation of new projects with new cliental from start to finish (Administration, Kickoff, Phone call set up and routing, CRM buildout, IVR Buildout, Staffing, Training and Post launch relationship management)
Managing 10 clients and 10 Account Directors, 15+ Team leads and over 500 employees
Responsible for the P&L on each account along with invoicing and revenue generation
Develop strategies for management of each campaign KPI’s through reporting and B2B client relationship
Oversee 10-12 million in profit generating revenue
Manage clients, Inbound/Outbound CSR calls, IT Support Desk Services, Ticketing/Email, Data Analysis and Call Traffic SLA’s
Responsible for and manage recruiting department, handling all requisitions for all campaigns and clients. 1 Director and 5 full time recruiters
CORINTIAN COLLEGES INC. (CCI) dba EVEREST UNIVERSITY/EVEREST COLLEGE PHOENIX Tempe, AZ
One of the largest post-secondary education organizations in North America: 120+ schools; 105,000 students; 16,500 employees; ~$1.8B revenue.
Senior/Regional Director of Admissions/Career Services (June 2010- Feb 2014)
Provide senior leadership for 8 Directors of Admission, plus oversee 85 employees across online service center and 2 ground campuses. Established organizational structure and improved operations by conducting ongoing sales leadership and management development training.
Delivered double –digit increases in revenue and net income every year during tenure (Educational Sales).
Vastly improved processing efficiency by sharing best practices between online sites and campus admissions. Improved operational infrastructure on how we managed the start. Empowered admissions reps and created programs to utilize employee strengths
Stabilized operations and improved site and regions overall enrollment to start rate by implementing team positions that help focus on student retention and overall student first class preparedness. Consistently sitting between 75 to 80% of new enrollment
Embraced and drove change: Examples: Committee member on ECPO College Council. Participated and collaborated with the development and rollout of new compensation plans. Played an important role with leadership on new financial aid system (FARE) from legacy EOS system
Played a key role in raising operating income 29% FY11, 27% in FY12 and 7% in FY13
Achieved 21% increase in revenue for FY13
Produced 26% YOY increase in starts in FY12 and 15% increase in starts FY13
Developed and implemented a comprehensive management training program to prepare high-potential associates for future leadership positions. Initiated training for online division focused on improving productivity and career path development. Both programs focused on accountability and meeting objectives with integrity. Results: (1) 7 associates earned promotions from 2010-2012. (2) Lowered employee attrition rate from 36% in FY11 to 25% in FY 2012.
Rolled out a Monet Workforce management tool which improved schedule adherence by 36%.
Worked directly with Career Services Director for placement and recruiting
Director of Admissions – Everest College Phoenix –Mesa AZ /Las Vegas College- Henderson NV (Feb 2005-June 2010) Recruited to enhance the operation, marketing and production of the admissions department at both schools within the CCI umbrella. Increased new student enrollment in Las Vegas by 30% FY06. Asked to move back to Arizona and open the Mesa Campus for Everest College Phoenix.
Everest College Phoenix- Mesa Campus
Was asked to relocate and open a new campus based on current performance
Managed 10 admissions representatives reporting to the Campus President and RVP of admissions on all performance metrics
Built student population from 0-600 between (2007-2010) … Yearly budgets exceeded even with obstacles. Mesa Campus remained a top enrolling and revenue producing campus despite being in a region that accepted a majority of ATB (Ability to Benefit) schools. As a result Mesa obtained about 35% less marketing lead flow and continued to rank as one of the top 5 schools in the division
Responsible for market penetration and recognition. Member of local city chambers of commerce and built B2B relationships though the greater Phoenix area covering Scottsdale, Chandler, Tempe, Mesa and East Mesa.
Member of the College Council, in conjunction with the North Central Higher Learning Commission. Performed a critical role in the re-accreditation process while school was on show cause probation
Developed a project plan designed to convert the 35% of potential student lead flow without a high school or GED certificate in conjunction with Tempe Union High School District. This program allowed us to create an on-site GED prep program for potential students in the community. Also developed the Mesa campus into a satellite GED testing site. (The first within Corinthian Colleges)
Las Vegas College- Henderson Campus
Lead team of 12 admissions reps in Henderson. Responsible for outside sales, marketing and personnel management
Improved compliance and employee morale through training/coaching and hands on leadership
Experience in career services and job placement with graduates through B2C relationships, accountable for grad rates and placement
Responsible for new start budgets through collaboration with marketing, dissecting the market for lead development opportunities
APOLLO GROUP INC. dba UNIVERSITY OF PHOENIX-ONLINE Phoenix, AZ
One of the largest private post-secondary education organizations in North America: 100+ locations; over 305,000 students; 30,000+ employees; ~$3.68B revenue.
Admissions Manager- (July 2001-Feb 2005)
Forecasted projected new student growth on a monthly basis and reported directly to the regional director between fiscal year 2001 to 2005
Involved in the development and implementation of liaison work. Spent time on the east coast meeting with major businesses to accrue leads for the university. The campaign was designed to help with the 90/10 rule in finance
Accountable for interviewing and hiring new employees/training on product knowledge and financial aid options
Accountable for achieving budget and consistently was in the top 5 performing managers between (2003-2005)
Responsible for merit and promotional evaluations, matching these against an established metric
Education/Teaching Experience Education
Arizona State University- Master of Education- Higher Postsecondary Education
University of Phoenix- Bachelor of Science in Business Management
Online Adjunct Faculty Member – Everest College Phoenix Online Spring 2014 – 2015
Online Adjunct Faculty Member – Everest University Online – Fall 2015 to Present
“Kevin has proven to be a tremendous leader and asset to our organization … He has provided excellent leadership while helping to stabilize the admissions process across the online service center.” CCI Performance Review
Fiscal Year Revenue Op Income Lead-to-Start
2013 $568 M $172 M 2.9%
2012 $467 M $161 M 2.8%
2011 $376 M $127 M 2.6%
2010 $282 M $98 M 1.8%