Customer Care Contact Center Director / Sr. Director / Vice President

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Brian D. Sullivan Davenport, FL § 607-***-****

*****.*********@******.***

www.linkedin.com/pub/brian-sullivan/8/468/a16

Contact Center Director – Operations, Site, Account Management 15+ years of success in leading all aspects of multi-channel contact centers Customer-centric leader with a proven history of transforming staff into skilled teams of professionals possessing the strategies, tools, and leadership needed to exceed all performance goals. A proven track record of capturing cost savings and enhancing efficiency using new process development and existing process optimization. Skilled in adapting to changing requirements and goals within fluid, changing environments. Highlights of Expertise

P&L Management

Leadership

CRM Technologies

Business Intelligence

Analytics

Workforce Planning

Customer Experience

Cost Control

Six Sigma Green Belt

Staff Training, Coaching,

and Development

Performance Management

Customer Satisfaction

Process Excellence

Executive Presentation and

Business Review

Strategic Planning

Change Management

Risk Management

KPI / Metrics Improvement

Contact Center Technology

Career Experience

TaskUs, Remote

Aggressively recruited by the fastest-growing business process outsourcer (BPO) in the world to manage and grow four high-profile FinTech accounts. Responsible for annual contract values exceeding $12MM and operations in three global geographies for remote and in-building workforces Director, BPO Client Services (2022 to Present)

Drive growth on existing key accounts with clients in payment processing, cryptocurrency exchange, and buy-now-pay-later (BNPL) businesses through opportunity identification and value propositioning.

Re-designed operations approach and standard operating procedures for $8MM annual revenue program that led to significant cost savings through automation and self-service.

Currently proposing projects forecast to generate 15% annual revenue growth while generating overall cost savings to clients

Holiday Retirement, Orlando, FL

Completely transitioned and managed contact center operations for marketing, sales, and resident relations

“in-house” after 10+ years of Holiday’s contact center operations sitting with a business process outsourcer

(BPO)

General Manager, Sales & Marketing Contact Center (2020 to 2022) Sourced and implemented technology solutions, reporting applications, and staffing strategies to implement in-house contact center that was previously outsourced.

Successfully mapped contact center topology and created call flows, IVRs, and staffing groups to manage incoming calls from over 5K DNIS used by current residents and potential customers. Brian D. Sullivan Page 2

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Increased lead conversions by 8% in first 90 days through implementation of structured coaching and performance management system

Engineered outbound outreach program aimed at improving lead quantity and quality by 5% and 8%, respectively

Member of The Leadership Council responsible for driving company-wide initiatives to improve employee satisfaction, resident satisfaction, and customer satisfaction Radial, Inc., Melbourne, FL

Lead all aspects of performance for Radial’s largest customer care client, a Fortune 100 company featuring 900 employees operating at four contact centers in a 7 day a week, 365 day a year environment. Program Director of Customer Care Contact Centers (May 2019 to June 2020) Track all staff performance and progress to ensure the fulfillment of all profitability goals and adherence with a $14M budget. Command full leadership over all aspects of daily business operations including P&L management, performance optimization, and revenue growth. Review current policies and processes to identify and capitalize upon areas of improvement which slash costs.

Gained internal and external recognition for the seamless transition of 70% of associates to remote roles in three weeks during COVID-19 contingency planning.

Created a 7% annual revenue growth by winning and onboarding three new brands.

Improved CSAT results 2% YoY by introducing major improvements within customer service policies.

Overhauled and redeployed workforce management processes to reduce non-compliance with SLAs.

Transferred 40% of FTE staff to offshore locations which directly resulted in new cost savings. The Results Companies, Fort Lauderdale/Winter Haven, FL Created positive customer experiences across an entire global enterprise which was critical for the acquisition of new business lines and the reinforcement of marquee existing accounts. Director of Account Operations (March 2015 to September 2016) Directed the revitalization of two international companies by stabilizing program performance and repositioning the company as a trusted organization with clients.

Increased program profitability by 11% by implementing a new workforce management strategy.

Captured high volumes of new business to successfully increase market share with a major client by 100+% in less than 90-days.

Optimized sales staff hiring strategies, introduced new speech analytics-based training, and incentivized success using a new compensation plan during the delivery of a 12% growth in sales conversions for an underperforming sales program.

Standardized staff performance while mitigating noncompliance with regulatory standards by authoring new Standard Operating Procedures (SOPs) and process flows.

Applied a Six-Sigma based speech analytics’ analysis, business process redesigns, and the implementation of new dashboard tracking tools to the creation of a 5% CSAT improvement. Nationwide Credit, Inc. (NCI), Endicott, NY

Brian D. Sullivan Page 3

Controlled the definition of new long-term strategies and commanded full leadership over vendor relations, financial and operational performance, and client relationship programs featuring 1,000 employees. Director of Operations (2005 to 2015)

Assembled skill teams of professionals by delivering hands-on leadership and consistent mentorship and training in a 7 day a week, 365 day a year environment. Distributed and enforced a $16M annual budget while identifying and capitalizing upon new cost saving opportunities.

Exceeded all margin goals as well as revenue budget by up to 12% and all annual speed-to-answer and abandon rate Service Level Agreements.

Lead new site build-out and staff transition of 600 FTE with no disruption to business operations

Developed “Manager-in-Training” program with local college to develop leadership

Rolled out a “Professionalism Action Plan” which created a 43% quality score increase and was adopted by customers and competitors due to success.

Created and published “Skills for Escalated Call Handling”, reducing year 1 escalation rates by 4% Additional Experience

Operations Manager/Senior Unit Manager (2000 to 2005) Nationwide Credit, Inc. (NCI) Education & Credentials

Political Science

State University of New York – University at Buffalo, Buffalo, NY Incomplete Bachelor of Arts

Six Sigma Green Belt

Six Sigma Global Institute

ID Number 30405320

Technical Experience & Proficiencies

Avaya – IVR, ACD, CMS, eWFM Verint Call Miner

Five9 IEX Calabrio

Aspect NICE MS Excel

Salesforce Genesys Cloud MS PowerPoint

KANA Order Management System MS Word

Live Engage / Live Person

Okta

Chatbots

Google Suite

Robotic Process Automation

Slack

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