Business Development Customer Service

MONTE MORGAN

*** ***** ****** ***** **********, VA 22603 Phone: 757-***-****

Email: ***********@*****.*** www.linkedin.com/in/monte-morgan PROFESSIONAL SUMMARY

Motivated and results-driven Sales and Account Management Professional, leveraging 20+ years of BPO revenue and client management success Key account SME, driving solutions development and portfolio growth Valued client advisor, building strategic relationships with internal/external stakeholders Tenacious Fortune 500 hunter/closer with a deep understanding of the sales cycle Confident, take-charge executive with exceptional follow through Overachieving performer who thrives in high-stress/high-expectation environments Articulate communicator, building rapport and trust at all levels Quota-breaker, consistently leading sales organizations in revenue generation Top talent recruitment, management, and mentoring expert High-stakes negotiations expert Persuasive leader, transforming underperforming organizations and energizing declining revenues Customer experience SME Enterprise change agent, building success-oriented cultures CORE COMPETENCIES

P&L management Large deal pursuit and capture strategies Forecasting/prospecting/pipeline development

Well-defined presentation skills Deep understanding of the sales cycle and value positioning RFP response expert Metrics-driven sales process management Data analytics Committed to exceeding customer expectations, transforming challenging clients into referenceable accounts Consultative, solutions-based revenue generation Employee development Internal/external reporting and documentation Influence without authority Benchmarking and performance metrics Customer acquisition, retention, and loyalty programs Strategic pricing Process re-engineering SLAs and contract negotiations Process re- engineering Global implementations Multi-channel customer interaction Quarterly and annual business reviews High-touch customer experience excellence Consistent record of achieving unprecedented results PROFESSIONAL EXPERIENCE

NOVA TASTINGS Winchester, VA

NOVA Tastings is a beverage branding and sampling agency covering VA, DC, and MD. Passionate, energetic, and educated about distributors, breweries, and wineries products. The focus is to be the extension of the customer's staff in the market, representing off-premises establishments. The emphasis is on SuperNOVA’s that are highly interactive with consumers while discussing the brands for which they provide samples. VP of Operations – May/2023 – Current

Report to the CEO. As a leader, I work with the entire organization managing accounting, payroll, technology development, and process improvement.

Developed process improvement processes to streamline HR, Accounting, Payroll, Operations, Technology, and Legal, improving overall customer satisfaction and contractor performance by 90%.

Rebuilt technology platform as a SaaS to reduce errors by 80%, increased availability of shifts by three weeks, and reduced scheduling time by 90%.

Restructured staff and operations to increase productivity and overall performance.

Develop the best practices for HR, Accounting, Operations, Technology, and Sales.

Hunter role for new clients and managing sales of existing clients. CONDUENT, INC., FORMERLY XEROX (2013-2023) Winchester, VA A $6.6B global provider of business process services for various businesses in the U.S. and 500 governments worldwide. The major verticals served were healthcare and transportation. Conduent operates CX from facilities around the world. The company was spun off from Xerox in 2016. Director, Account Management & Strategic Sales – Apr/2021 – Mar/2023 Reported to VP, Sales. Driving new logo revenue and managing all strategic and tactical aspects of client relationships for a $20MM portfolio of clients. Sold and delivered CX, BPO processing, and fulfillment services. Monte Morgan Resume – Page

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Served as primary point-of-contact between business development and service delivery teams to drive operational excellence and further account penetration.

Managed 40 indirect reports.

Closed 3 new logo sales in the past year; average size of deals ranged from $2MM to $25MM.

$10MM quota for additional revenue from existing clients.

Grew accounts from $2MM to $8MM, 10%-30% annual growth.

Major clients included MetLife, TForce (UPS Freight), Allstate, Marriott, Napa, and Enterprise.

Consistently met/exceeded all SLA agreements.

Prepared and led monthly, quarterly, and annual client business reviews.

International experience included India, the Philippines, Jamaica, and Guatemala. Senior Manager of Marketing, Training, and Sales – May/2019 – Apr/2021 Reported to SVP, Product Management. Managed 40+ FTEs for CX and BPO processing. Created, implemented, and measured the success of strategic marketing plans. Oversaw ongoing, long-term improvement of employees' skills, assisting them in fulfilling their vocational potential. Set up sales position, selling CX and BPO processing to new logo and existing insurance, banking, and healthcare customers.

Built marketing, training, and sales team for a new technology development and product launch.

Built and developed pre-sales/sales teams, reducing solution delivery time by 50% to new/existing clients.

Standardized operational excellence, reporting, and best practices performance management, lifting net promoter scores from 6 points to 9.

Senior Manager, Solution Architect, and Sales – Dec/2013 – May/2019 Reported to SVP, Sales. Assessed, built, and integrated IT systems to meet the company’s business needs. Provided updates to stakeholders on product development, processes, costs, and budgets. Served as technology SME for the sales team in a client-facing role.

Implemented CX and digital mailroom solutions, reducing operating expenses by 30%.

Utilized technologies (RPA, OCR/ADR, CX technology, digital processing), reducing throughput time, AHT (3-5 minutes/call), and after-CX work (50%); increased QA and calls handled (20%). SUTHERLAND GLOBAL SERVICES Chesapeake, VA

A $2.4B provider of BPO services, including back office, retention, tech support, analytics, customer care, and sales support from 44 centers in 11 countries worldwide. The company’s 55,000 employees serve the telecom, media, technology, banking/financial services, insurance, travel, retail, healthcare, and government verticals. Director, Sales & Solutions – Mar/2011 – Dec/2013

Reported to VP, Insurance Division. Hybrid hunter/farmer sales role, also responsible for solutions and account management. Led global new logo and existing client sales, defining the market and formulating revenue generation strategies. Served P&C and specialty insurance verticals. Services sold included back office, actuarial, claims, and underwriting.

Led the sales effort, closing 3 new logos, doubling sales from $10MM to $20MM.

Grew 5 existing clients from $8MM to $15MM.

Major clients included The Standard and MetLife.

Expanded insurance vertical through the delivery of client experience excellence, reducing the overall BPO operations spend by 30%.

Sold and developed a plan to transition 300+ positions from 15 diverse U.S. locations to Cochin and Chennai, India, reducing overall client operating expenses by 45%.

Improved overall quality of client underwriting and claims operations by 20%.

International experience in this role included India.

Won a Sales Achievement trip for excellence in new logo and customer revenue growth. Monte Morgan Resume – Page

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AIG (2001-2011) New York, NY

At $64B, one of the largest insurance firms in the world. AIG provides general, property, casualty, and life insurance. The company also offers financial services, retirement services, and mortgage guaranty insurance to commercial and individual customers in the U.S. and 130 countries worldwide. Senior Director, Claims Operations and Strategy – Aug/2008 – Mar/2011 Reported to SVP, Operations. Managed the claims department, responsible for processing customer claims. Evaluated business processes and performance, delivering outcomes that improved overall claims CX. Responsible for company compliance with government regulations and insurance best practices. Director, Operations Litigation Management – May/2005 – Aug/2008 Reported to SVP, Litigation Management. Led litigation management operations and strategy group to transform and deliver technology solutions supporting claim’s financial turnaround. Responsible for supporting and improving the department’s processes, tools, and technologies, maximizing efficiency and effectiveness. Provided project support for global legal, compliance, and regulatory technology application stack. MBB/Director, Performance Management Program – Jul/2001 – May/2005 Reported to VP, Performance Management Program. Led and created Six Sigma methodologies and concepts

(DMAIC and DMEDI) at all organizational levels. Coached a team of project managers and Six Sigma (black and green belts) to complete internal, external, domestic, and international projects.

Authored a simulation to enhance training within an insurance learning environment.

Led 30 global/regional engagement projects, including claims litigation, P&C, real estate, underwriting, healthcare, toxic tort, environmental, workers comp, and complex, saving $100MM. EDUCATION

KENNESAW STATE UNIVERSITY, Marietta, GA

Master of Science, Engineering Technology, Quality Assurance IONA UNIVERSITY, New Rochelle, NY

Bachelor of Science, Production and Operations Management PROFESSIONAL DEVELOPMENT, NOTABLES

Sales training includes Sandler Training and Xerox Advanced Sales Training.

Certified Master Black Belt, Lean Six Sigma.

Technical proficiencies include Microsoft Office (Word, Excel, PowerPoint, Outlook, Visio), Salesforce.com, Microsoft Project, Azure, HyperScience, OCR, RPA, RFP/RFI, MSA development, ISO 9001, Quality Assurance, Agile Project Management, and Salesforce CPQ.

Community contributions include serving as President of JWHS, and Board Member of 2 for 2 Foundation.

Willing to consider domestic or international relocation.

Road warrior, able to travel full time.

U.S. citizen, willing to travel internationally, holding a current passport.

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