Call Center Director/Vice President
Resume:
JOHN O’DELL
Forest, VA *****
Home: 434-***-**** Cell: 917-***-**** E-mail: ***********@*****.***
SUMMARY OF QUALIFICATIONS
Intelligent, personable, energetic and motivated business leader with seventeen years of progressive experience in sales, management (workforce and operations), business analysis, budgeting, P&L responsibility, contact center, and business experience. “Outside the box strategic thinker”. Takes great pride in ability to deal with individuals on all levels in managing towards a common business goal. Extensive sales and customer care experience with a proven track record of success.
PROFESSIONAL EXPERIENCE
JCrew, Lynchburg, VA April 2008 to Present
Contact Center Director
Responsible for the general management of 1000 FTE’s in multiple in house and outsourced contact centers producing $433 million in top line demand. Duties include creating an enhanced customer experience through people, process, and technology.
• Responsible for the direct supervision of 4 Senior Managers in operations, training, quality, and brand
• Responsible for two outsourced contact centers for all KPI’s
• Decreased expense as a percent to net sales from 4.01% to 2.84% with slightly higher top line demand
• Improved overall quality scores across the enterprise while focusing on the customer experience
• Successfully supported the business during a major re-platform initiative that included the web platform along with the Order Management system and warehouse management system
• Improved employee retention by 100%
• Increased JCrew Credit Card Conversion by 200%
• Successfully implemented a direct personal shopper program for VIP customers
• Reduced abandon rates and average speed of answer by deploying a flexible workforce model
ACCENT Marketing, Jeffersonville, IN April 2007 to March 2008
Regional Vice President of Operations
Responsible for the general management of 1200 FTE’s in multiple domestic and international contact centers. Duties include directing the operational function of multiple inbound/outbound contact centers to maximize KPI attainment, client satisfaction, organic growth of existing clients, new business opportunities, and EBITDA.
• Responsible for representing the company in new business and ongoing sales process
• Developed SOP’s for the Marketing Services Line of Business
• Facilitated organic growth of existing clients
• Won multiple pilots to acquire new business
• Improved KPI attainment across the Marketing Services line of business
• Improved employee retention by 50%
Access Direct/PRC, Cedar Rapids, IA July 2004 to April 2007
Director/Vice President of Operations
Responsible for the new business sales and general management of 1100 FTE’s in 8 B2B and B2C outbound/inbound call centers producing $50 Million in top line revenue. Duties include directing the operational function of multiple outbound/inbound call centers to maximize company resources to achieve sales goals, customer and client satisfaction, new business sales, productivity, sales performance and exceed quality expectations, all while meeting budgetary guidelines.
• Responsible for representing company in new business and ongoing sales process
• Increased monthly production hours from 80,000 to 120,000
• Facilitated organic growth of existing clients based on attaining #1 vendor sales status for production and quality
• Responsible for the direct supervision of 8 Sr. Operations/Operations Managers
• Partnered with support departments and client services to maximize overall sales and performance
• Improved sales quality and employee retention across the enterprise
Nordstrom Direct, Seattle WA July 2001 to July 2004 Contact Center Director
Responsible for the general management of 500 FTE’s in two inbound customer contact centers producing $300 million in gross demand sales. Duties include creating the philosophy design and implementation of a flexible workforce model reporting and analysis, budgeting, management development, succession planning, technology maintenance and upgrades.
• Developed suggestive sale program that generated over $4M in demand
• Decreased expense as a percent to sales goal by 2% with the same top line demand
• Responsible for the direct supervision and development of Center Managers (3), Workforce Manager, Product Knowledge Manager, Education Manager, and a Project Manager
• Beat budget by over $1M by increasing sales and efficient utilization of the workforce
• Successfully developed managers for promotion within the organization
• Researched, developed a business case, and deployed new technologies to support the contact center to various levels of internal and external business leaders
• Successfully navigated contact center through its highest peak time in company history
• Reduced abandon rates and average speed of answer by deploying a flexible workforce model
• Planned and directed implementation of a new contact center to completion within 4 months to support increased sales volume
• Improved retention for core employees by 100%
Access Direct, Cedar Rapids, IA December, 2000 to July 2001 Sr.Operations Manager
Responsible for the general management of 210 outbound sales customer contact seats with B2B and business to consumer programs producing 12 million in gross revenue. Responsibilities include managing sales goals, budgeting, management development, and exceeding hours, quality and production objectives.
• Responsible for multiple facilities for quality, hours, and sales
• Responsible for the development of 3 Program Managers and a Training Manager
• Increased production hours from 850 to over 1300 per day
• Reduced attrition by 150%
Office Depot, Delray Beach, FL January, 2000 – December, 2000
Director of Call Center Operations
Responsible for the general management of 300 inbound and 50 outbound sales customer contact seats producing $300M in gross revenue and employing 500 associates. Responsibilities include budgeting, forecasting, management development, and exceeding performance objectives.
APAC Customer Services, Inc., Cedar Rapids, IA September. 1992 – January, 2000
Business Director 6/1998 – 1/2000
Operations Manager Inbound 5/1997 – 6/1998
Outbound Regional Sales Manager 5/1996 – 5/1997
Outbound Center Manager 5/1993 – 5/1996
Outbound Supervisor 9/1992 – 5/1993
Responsible for the general management of 500 inbound business unit seats producing $35M in annual revenue and employing 650 associates. Responsibilities include budgeting, forecasting, management development, and exceeding sales and performance objectives.
• Ramped up a major telecommunications projects involving multiple centers in 90 days
• Assisted in forecasting call arrival patterns based on direct mail for multiple catalogs
• Responsible for the development of 3 Operations Managers, 1 Training Manager, 1 Workforce Manager, and 3 Account Managers
• Exceeded client’s key performance indicators and sales goals
• Exceeded financial objective for gross profit and revenue per seat
EDUCATION
B.S., Business Administration, Columbia Southern University Cum Laude 3.56
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