Contact Center Expert, Leader, Change Agent

Duane Cummins

Executive Leader

A dynamic, cross-border, international servant business leader with focus on delivering client centric, operational excellence, revenue growth and margin expansion. A turn-around specialist with competency and understanding in managing metrics, client management and employee retention. A seasoned and proven operator throughout North America, Latin America, Europe and Asia. adii4m@r.postjobfree.com 214-***-**** Frisco, TX linkedin.com/in/duanecummins CAREER HIGHLIGHTS

As Chief Operations Officer at HGS Philippines we grew revenue 30% within a 12 month time span, drove client and customer satisfaction ratings from below target to exceed- ing all goals which saved an additional $10.5M in potentially lost business.

As Vice President, Service Delivery at Web.com we re- duced data center and support costs resulting in a $14.5M annual savings. And in 2008 to 2010 as Regional Vice Presi- dent with Stream Global Services my team and I built the APAC region from 3,000 employees and $5.1M in revenue to 14,500 employees and $260M in annual revenues.

PROFESSIONAL EXPERIENCE

D. Cummins & Associates LLC.

Principle Dallas, TX. 2016 – Present

DC&A is focused on moving clients to exceptional levels of performance in the key areas of call center operations by applying proven analytical techniques, strategies and expe- rience. Primarily focused in pre-merger due diligence, post-merger integration, analysis and improvement of workforce utilization, NPS and customer satisfaction rat- ings.

OnProcess Technology Inc.

Vice President Ashland, MA. 2014 – 2016

OnProcess provides service solutions that drive efficiency, profitability and scale in complex, global service supply chains. As VP, Global Operations my responsibilities includ- ed full site management of the Kolkata, India location in a post acquisition role to drive integration efforts. Served 27 clients managing 53 processes and employ- ing over 1200 people, directly responsible for ensur- ing seamless integration during an acquisition and on- going success for a $35M P&L representing 55% of

the company’s annual revenue

Implemented WFM processes resulting in a decrease

of labor cost by 11% globally. Streamlined via consoli- dation and labor sharing 11 processes resulting in an annual savings of $45,000 USD. As an ongoing initia- tive expected net results by Q4’15 would affect a

$345K annual cost savings

Convey Health Solutions

Sr. Vice President Sunrise, FL. 2011 – 2014

Convey Health Solutions is a leading provider of health care BPO services. As Senior Vice President, Shared Serv- ices I led and managed 4 US-based operation centers and an offshore location in Manila, Philippines totaling 1400 employees servicing over five health care clients with an- nual revenues of $100M. Direct responsibilities for facili- ties, fulfillment, training, quality, reporting, workforce man- agement and project management.

Ground up build-out and ramp of Conveys’ first off- shore location in the Philippines. This effort started in June 2011 and was fully functional by August 2011, re- sulting in a net labor savings of $1M in 2012

Managed build-out of a 560-seat contact center in

Yuma, AZ. Successfully negotiated with government

entities for significant financial incentives ($3.5M), worked with builder on concept and building design Created centralized training program, hired new lead- ership, re-engineered all internal training, implement- ed an LMS platform and rolled out a company “social media” platform to drive consistent practices, cross team collaboration and single point of access to infor- mation, training content and documentation

Implemented formal workforce management process-

es, deployed WFM solution that drove a 9% efficien- cy gain in 2012 and dialer automation resulting in an average of 19% greater penetration rate

Restructured Quality Assurance organization, initiated new processes including direct and immediate agent feedback and other procedures that drove client satis- faction from 71% to 92% in a 9-month span

PROFESSIONAL SKILLS

P&L Owner & Manager Revenue & Margin Delivery

Strategic Business Planning and Execution

Team Leader and Builder Global Expertise

Global Expertise KPI Optimization

Change Manager Strategic Business Planning

Stream Global Services

Regional Vice President Philippines 2008 – 2011 Stream Global Services a leading provider of contact cen- ter and BPO services with annual revenues of over $900M. As Regional Vice President, Asia Pacific reporting to the Ex- ecutive Vice President of Operations, my direct responsi- bilities included the operational leadership of the APAC re- gion consisting of 10 contact centers, 14,500 employees and $260M in annual revenues, servicing over 20 clients and 35 lines of business.

Led the start-up of Stream’s first call center operation in the Philippines from 0 employees to 2,000 from

October 2008 to March 2009. This included building out a temporary facility to ramp 400 FTE within 60 days. Additionally, responsible for building and staff- ing a 1,500-seat permanent call center that was at ca- pacity (2,000 FTE) at the end of May 2009

Managed the acquisition and integration of two cen- ters in Mumbai, India with a total of 3500 seats, con- solidated three centers into two with a net annual sav- ings of $5M, retained 95% of employees and manage- ment and drove business expansion via high client sat- isfaction with new leadership and performance im-

provements

Engaged in pre-merger due diligence and post-merg- er integration of a 9000-employee company in the

Philippines with seven contact centers. This merger grew the Asia Pacific organization from 5500 employ- ees to 14,500 in a 9-month span

Web.com Inc.

Vice President Atlanta, GA. 2005 – 2008

Web.com is a leading provider of Shared Hosting in the small and medium business market with $250M in annual revenues. As the Vice President, Service Delivery Opera- tions my responsibilities included management of Data Center operations, Technical Support, Customer Service, Sales, Quality, Training and Web Site Development. Active- ly managed the post integration activities after the acquisi- tion of 13 companies, this project included the merging of data centers, platform integration and workforce analysis and reductions.

Responsible for reduction in total cost of support and data centers from $26.7M to $12.2M ($14.5M annual

savings), increased FCR by 105% and decreased cus- tomer churn by 52%

Managed outsourced partners in the Philippines and Colombia after developing and executing a 12-month implementation for an outsource model, moving 90%

of all support operations offshore, resulting in re- duced service delivery costs from $19.2M in FY04 to

$9.6M for FY07

Standardized processes and procedures resulting in an increase of first call resolution from 40% to 82%, and decreased customer churn from 4.2 % to 2.0%

Implemented Training and Quality Programs that re- sulted in a 200% increase in customer satisfaction scores. Increased Data Center Up-time to greater

than 99.99% while decreasing costs from $7.5M in

FY05 to $2.6M in FY07. Restructured Data Center Col- location Agreements, saving over $4M

Hinduja Global Services

Chief Operating Officer Philippines 2003 – 2005 Managed and directed all operations in a 1500 seat facility located in Manila, Philippines with annual revenues in ex- cess of $25M, delivering support services across multiple verticals to financial institutions, utilities, consumer elec- tronics, and help desk functions. Reported directly to the President and Board of Directors

Over the course of my 12 month contract we in-

creased EBITDA by 13% and additionally won

$7.5M in new business both organically and through new business acquisitions

Implemented improved staffing models, workforce

management, and operational efficiency, resulting in a high level of agent utilization directly impacting profit- ability and client service levels

Stream International

Director, Operations Dallas, TX 1996 – 2003

Stream International a global leader in outsourced techni- cal and customer support services with over 9,000 CRM Agents and $260M in annual revenue. As Senior Manager, North American Operations I was responsible for all as- pects of daily service delivery and workforce management for North America.

Successful implementation of 4 new contact centers

(1000+ seats), and new contract implementations. Re- sponsibilities included start-up, client interface, and in- itial ramp of sites/business in Canada, US, Europe, and India.

Leadership for all workforce management and strate- gic planning activities in North America with responsi- bility for directing all staffing, scheduling, capacity, forecasting, and Intraday functions for over 7,000 em- ployees in 11 North American and India site operations. Re-engineering of all workforce management proc-

esses across North America to a centralized model, drove positive improvements on average of 5% in-

creased utilization, decreased shrinkage by 3% and cli- ent service level attainment from 73% of all contracts to 89% over a 12-month period

adii4m@r.postjobfree.com 214-***-**** Frisco, TX linkedin.com/in/duanecummins Additional Positions

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