Results-driven Operations and Management Professional

MIC STOLP

Sugar Land, Texas 832-***-****

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

Results-driven Operations and Management Professional leveraging 30 years of contact center success Seasoned, mature leader with exceptional integrity and strong work ethic Organized, take-charge leader with exceptional follow-through and detail orientation Articulate communicator, quickly building rapport and trust at all levels Top performer who thrives in a high-expectation, high-stress environment Best practices champion, achieving all operational metrics

EXPERIENCE

Sutherland Global Services – Houston, Texas 2015 - 2024 Director of Operations

Full profit and loss responsibility including weekly, monthly, and annual flash projections. Successfully planning costs and revenue by building and reviewing 12–18-month budgets for all operations.

Proven Operational excellence. Oversees and manages the operations of global business units with overall responsibility for the client account (i.e., service delivery, AP, sales, operations, IT, HR, client invoicing, facilities).

Strong client focus; manages the client relationship ensuring quality and customer satisfaction.

Manage client relationships, interact in a multicultural environment, and manage different stakeholders in various streams.

Managed Support functions “WFM, QA, Training” and developed intradepartmental processes.

Responsible for client communication, Developing and implementing a robust operations governance model and performance Management framework.

Designing Knowledge management & quality assurance processes across multiple programs

Performing weekly, monthly, and quarterly business reviews with LOB Heads & Support functions managers

Developed a business intelligence & Suggestions process to continuously improve customer experience and related metrics.

Developed and implemented internal rewarding systems to boost morale and further enhance performance.

Responsible for new client programs planning and implementation.

Full accountability on achieving contractual operational KPIs/Targets and implementing problem solving approaches.

Covid-19 mitigation plan with 100% accounts retention (WFH, operational and financial)

Xerox Commercial Solutions, LLC – Houston, Texas 2008 - 2015 Specialized Business Unit Manager/Director

Experience in all stages of BPO from RFP to Production Contract negotiations Internal financial modeling Location/spatial planning Recruiting/demographic forecasting Enabling production goals and reporting.

Full profit and loss responsibility including weekly, monthly, and annual flash projections. Successfully planning costs and revenue by building and reviewing 12–18-month budgets for all operations.

Proven Operational excellence. Oversees and manages the operations of business units with overall responsibility for the client account (i.e., service delivery, AP, sales, operations, IT, HR, client invoicing, facilities).

Strong client focus; manages the client relationship ensuring quality and customer satisfaction.

Reduction of production shrink on call center operations floor by 15% within 3 months, achieved though analysis, report creation and meeting with operational teams.

Experience managing multiple locations/geographies. Simultaneously managing sites located in the US, Mexico, Philippines.

Management of outside vendors/suppliers contracted with for call center services.

Predict and then communicate positively any professional service challenges Building comprehensive action plans to address service challenges with internal and external audiences.

Foreword focus of project, team goals and planning and then implementing steps needed to achieve project/revenue efficiency and growth.

Adaptive Marketing (formerly Vertrue Inc.) – Houston, Texas 1995 - 2008 Operations Manager

Proven effective management and leadership for the call center operations team. Managed up to 12 direct reports and led sites of 200 - 400 employees.

Ensured that the call center provided superior sales and services through positive and motivational coaching and counseling of both the front-line supervisors, and the service representatives.

Utilized creativity and an entrepreneurial spirit to assist in the facilitation of company growth and goal attainment.

EDUCATION/AWARDS

Iowa State University 1981 -1985

Six Sigma Experience – Green Belt Certified

President’s Club – Xerox

Platinum Awards – Sutherland Global Services

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