Call Center Contact

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ANGELA GULLEY

**** ******* ****** **, **** Bay, Florida, 32905 321-***-**** cell, ********@***.*** Optimizing call center operations and total quality performance through proven expertise in effective process implementation, hands-on leadership, and profit-driven budget management. DIRECTOR OF CALL CENTER OPERATIONS

Delivers repeated success in structuring high-performance call center management and staff, streamlines processes, and implements supporting technology to reduce expenditures, boost productivity, and increase profits. Leverages extensive financial acumen to analyze, forecast, and manage complex budgets, identify key performance indicators, and drive strategies to improve performance and maximize profits. Offering more than 15 years of measurable accomplishments contributing to the profitable operation of call centers with well trained and motivated support teams driven to ensure customer satisfaction and loyalty through first class service and delivery. CORE COMPETENCIES

Social Media Management Performance Management Vendor Management Account Management Call Contact Center Management Program Management Product Management Design Sales Strategy Benchmarking and Performance Metrics Team-Building, Staff Development and Motivation Customer Satisfaction/Quality Control Business Process Outsourcing Technical Support Management Acquisition/Retention Programs CRM Solutions Leadership by Example Start-ups/Turnarounds

PROFESSIONAL EXPERIENCE

Adecco NA Melbourne, FL

Adecco Group North America, part of the Adecco family of companies; Fortune Global 500 organization employing over 31,000 staff and operating in more than 60 countries worldwide Director of Strategic Accounts – June 2016 to present (Reports to Regional Vice President) Responsible for contact center recruiting performance for Radial (formerly Ebay Enterprises).

Assumed responsibility for all support efforts for five contact centers across US.

Created and executed strategic planning for peak staffing for large seasonal clients, including many high-end retailers.

Improved processes for struggling call center, improving the client relationship and fill performance by 25% in 3 months.

Percepta, LLC Melbourne FL

Percepta is a full-service, customer loyalty company specializing in the automotive customer service industry. (Percepta is a joint venture - Teletech/Ford Motor Company) 850 Seat Contact Center Director, Business Operations – Aug 2010 to Feb 2016 (Reports to Executive Director of NA Operations) Responsible for successful performance of contact center operations.

Successfully managed 19 automotive based customer, dealer, employee, and business facing programs; including HR, Legal, Marketing, Technical Assistance, and Customer Service Programs of varying complexities thereby contributing revenues that exceed $1.8MM/yr.

Responsible for the deployment and maintenance of wildly successful Ford Motor Company Social Media Customer Service program.

Increased billable revenue by 130% in first 2 years

Nomination and finalist for Insight SM Excellence in Customer Service Award in 2015 in NYC

Reached 100,000 Tweets in first 2 years

14K+ Facebook Followers in first year of existence

Drove Team to successfully manage interactions across 18 Web Forums, 14 Facebook Walls and 10 Twitter Accounts

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Team widely recognized as the standard for customer engagement and featured in Forbes Magazine, Automotive News, and several online blogs

Featured in Forbes Magazine, Automotive Weekly, and several social media blog articles

Manage 8 direct-reports (Managers and Supervisors) and 200 indirect reports (Call Center Associates and Support Department Personnel).

Marquee clients - Ford Motor Company, Lincoln Motor Company, Team Detroit, and Ford Direct. PCCW Teleservices (formerly Influent, Inc.) Dublin, OH PCCW Teleservices is an operating subsidiary of HKT, Hong Kong’s premier telecommunications service provider which is majority-owned by PCCW Limited. PCCW Teleservices is consistently ranked among the world’s leading contact center service providers. With over 10,000 agent positions in Hong Kong, mainland China, the Philippines, the United States, Panama and UK, PCCW Teleservices provides local and multinational companies a wide array of skills to service more than 90 million customer contacts annually.

Major Account Executive – Oct 2007 to Apr 2009 (Reported to SVP of Client Services. Responsible for start-up of multi-site, blended 320 FTE fee-based debt cancellation program call center.

Managed 6 direct-reports (account managers, IT program manager, Panama-based quality manager) and 46 indirect reports (departments included call center, WFM, HR, QA, Training, IT).

Marquee clients included AON Integramark, GE Money, Macy's, Wells Fargo, and Wachovia.

Pilot project included 22 partner lines of GE Money business, 50 FTEs handling 1K calls per day between 44 queues, launched in 4 phases over 2 days, achieving 92% competitive performance against 80% goal; doubled performance in 8 months, earning 60% of total market share.

Launched all aspects of startups and staffing for Macys, Wells Fargo, and Wachovia; Macy's pilots used 18 outbound reps/135 hours per day, debt cancellation, and 50 inbound reps/1K calls per day; Wells Fargo used 50 FTEs /700 calls per day; Wachovia used 50 FTEs/700 calls per day.

Increased Market Share on GE Money program from 2% at startup (1K calls per day) to 60% (30K calls per day) within first 8 months.

Developed strategic marketing, script enhancements, customer database matching, and age flagging, improving AHT from 2.21 to 2.08 minutes, quality scores from 19.9 defect % to 4.3%, and back end cancellation rates from 14% to 9%.

Transitioned from Transera platform to Avaya, utilizing route-it functionality and creating both internal and external redundancy.

Implemented Pipkin's WFM tools, reducing attrition by 20% in first 30 days.

Improved data accuracy from 79% to 97% by re-engineering back-end IT purge processes.

Introduced new quality platform for Quality Associates in Panama QA Center, mirroring clients’ external quality vendor, improving internal quality scores by 25%+ (from 67% to 93%). EARLY CAREER PROGRESSION:

Assistant Vice President of Card Marketing, Bank of America Aug 2006 - Oct 2007 Director Client Relations, TPG Telemanagement Aug 2003 - Aug 2006 Senior Account Manager, NCO Group Apr 1997 - Aug 2003 Senior Performance Manager/Call Center Site Director, Reesebrothers Sep 1994 - Apr 1997 Call Center Supervisor, ProMark-One Marketing Services Sep 1992 – Sep 1994 Lounge/Restaurant Manager, Marroni, Inc. Jul 1984 – Sep 1992 PROFESSIONAL DEVELOPMENT, NOTABLES

Psychology of Selling, Proactive Listening, Zig Ziegler Sales Seminars

Real Estate Broker’s License

International Experience, India, Philippines, Panama, Canada, Mexico, El Salvador

Willing to relocate nationally or internationally; open to intensive travel opportunities

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