Dion Raymond

Dallas, Texas

Cell: 214-***-**** adyi7c@r.postjobfree.com

Senior Global Executive / Key Account Executive

A strong leader, communicator, and a team builder who can excite and motivate a staff to success. In short, I move the organization forward.

Leadership – Certified Leadership Coach with the ability to build, lead, and motivate diverse teams of professionals by assessing strengths and maximizing individual potential; Developed Leadership Workshops to enhance teamwork, influence, connection, and communication

Client Satisfaction – established survey measurements and process to align with balance scorecard for top box satisfaction levels

Cost Efficiency – developed innovative and cost-effective solutions for enhancing competitiveness, increasing operational efficiencies, and improving profitability

Team Building – implemented cross-functional teams which lead to improvement in efficiency, staff retention, and employee morale.

PROFESSIONAL EXPERIENCE

HireRight LLC. – Business Development Executive 6/22 – 5/23 PROSPECTING AND Relationship building was my focus… bringing new clients to contract was the goal. I hit all KPI s during my tenure and secured each of my Quarterly bonuses. I was able to learn new SaaS applications and getting a better understanding of B2B sales Fortress Solutions – Sr. Director 8/18 – 6/22

A Top Telecom Repair company servicing all major carriers, expanding to the latest technologies in Drones and Robotics hired me as a consultant to start up and expand the new offerings of the company. I was quickly asked to stay as a permanent part of the leadership team. This position required growing the division through selling the capabilities of our core competencies. We sold 5 deals with large customers during my tenure.

Convergys Tier 3 Support (320 FTE) 10/15 – 8/17

Site Executive / Call Center Leader

Selected to oversee a strategic technology client and manage premier warranty support work. Responsible for P&L, Operational efficiencies, staff development, and service level attainment for very challenging client expectation. 170 highly skilled engineers and 24x7 support leveraging overseas teams to balance time zones.

Brident Dental and Orthodontics (280 FTE) 11/14 – 10/15 Vice President – Operation (Reporting to CEO)

• Relocated Operations to Dallas from Southern California for labor savings and efficiencies

• Selected and developed leadership staff including all departments who lacked leadership skills

• Developed incentive program to drive conversion rates and grow new patient base

• Educated high level board members on how Contact Center functions to create value for Org. TeleTech Corp. (1800 FTE) 3/2013 – 11/14

Sr. Executive - Global Operations (Reporting to SVP Ops)

• Successful launch and ramp of two dark contact centers and two large healthcare clients seamlessly. Awarded the “top vendor” designation during this year’s open enrollment period.

• Key Account Owner: United Health Care, HCSC – Achieved top Vendor ranking year 1

• Doubled account and award after year 1

• Forged deep relationships with community and state level politicians expediting Texas Health Insurance Licensing process

• Requested by client to be Single Point of Contact (SPOC)

• Oversee P&L and Operation at every level in 6 locations (4000 seats); 3 global Insite Managed Solutions LLC – Dallas, TX 1/2012 – 2/2015 President – Co Owner / Managing Partner

Consulting with Fortune 1000 companies to gain efficiencies, reduce cost, reduce attrition and improve culture of large Call Center Operations. Known as an Operational Transformation Specialist, my 20+ years of industry leading experience helping to share best practices and facilitation of leadership initiatives.

• Key Account Owner: GM turned a 2 week assessment into a 2yr engagement for complete transformation of operation and procurement. Helped select and training new management team. Successfully met all objectives and was asked to stay on permanently.

• Gained “perfered vendor” status

• Revamped recruiting and hiring for the call center

• Oversee P&L and Operation at every level of Insite Connextions Inc. – Orlando, FL 1400 FTE

Vice President – Health Care Operations (reported to COO) 7/2010 – 12/2011 I had responsibility for every facet of operational and financial performance from the recruitment and hiring, to customer satisfaction. Contribution Margins must also be met or exceeded month over month.

• Orchestrated explosive AEP growth (hired, trained, and licensed 600 agents)

• signed new Health Carrier for 400 new year round seats (WellPoint Anthem)

• Exceeded margin by 4 %

• Key Account Owner: UHG, WellPoint, SXC / Catalyst, Vonage o Customer Satisfaction above 95% for all clients.

• Maximized floor space to utilize training / productive space for 100% utilization, o 1:1.125 seating

• Worked with state and local government to acquire $3.7M in incentive funding for growth ADX – ADVANCED DATA EXCHANGE — Dallas, TX 7/ 2005 – 7/2010 Vice President / General Manager

Recruited by the CEO to transform a 15 year venture funded “startup” operation; Responsible for contact center operations, technical support, professional services, business integration, implementation and testing, and training/process improvement.

Successfully oversaw the move, reorganization and staffing from California to Dallas:

Negotiated lease terms and retrofit to save over $2M.

Reduced employee salary by $40k average based on demographic information.

Reduced staff turnover, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs with zero voluntary Attrition to date.

Established a new Training Department that enhanced employee performance and helped build a motivated and successful workforce.

Elevated client-satisfaction index from 86% to 98%+ within one year; ensured the high-touch resolution of customer issues to create a positive customer experience.

“Dion Raymond is a consummate people manager and a first-tier operations/call center executive. Dion was responsible for the majority of the company’s employees, and several business divisions, including professional services, customer support, account managers, integration services, documentation & training, and technical support. He is diligent, tenacious, organized, and achieves his objectives with a very efficient resource profile. His key focus areas have been customer satisfaction (which has been superb), and people management

(hiring, mentoring, skill enhancement, and cross-training). I haven't worked with a better operating executive in 30 years.”

~ Dave Parker, CEO, Advanced Data Exchange

CONVERGYS CORPORATION — Heathrow, FL 5/1998 – 7/2005 Director of Operations

Managed multi-contact center operations in U.S./Canada and off-shore locations. Reduced staff turnover, benchmarking a record-setting improvement in staff retention.

Managed challenging customer relationships by increasing customer satisfaction while simultaneously increasing program margin.

Implemented CTEC (Certified Technical Education Center) through partnership with Microsoft, enabling employees to gain Microsoft certifications in-house and therefore ultimately lowering company attrition.

Chosen by the executive team to lead company initiatives:

Managed acquisition of Microsoft business to include shut down and transition of business to more cost effective facility.

Public Relations Executive responsible for media inquiries and public communications.

Disaster Recovery Executive specializing in business continuity to ensure seamless operations. EDUCATION and AWARDS

Six Sigma Certified

John C. Maxwell Certified Leadership Coach – Certified in Speaking, Leading, and Coaching Dale Carnegie – Principles of Leadership

Stephen Covey – Seven Habits of Highly Successful People A+ Industry Certification – PC and Microsoft focus BS Degree in Business Management – University of Phoenix Degree in Electronic Engineering Technology – DeVry University – Columbus, OH Key note and Commencement speaker - 2006 & 2007

Finished in top 10% of 17 triathlons from 2003 – 2005 (Tri-America) FAA series 107 drone pilot license

MILITARY

United States Army – Communications Specialist

Overseas assignment

Army Commendation Medal ARCOM

Honor Graduate MOS 31M

Expert Marksman

Honorable discharge

ROTC scholarship recipient

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