Customer Service Manager

JOSEPH K. RHODES

**** ***** ******** *****, # *** Home: 561-***-****

Delray Beach, Florida 33445 Cell: 954-***-****

Email: ***.******@*****.***

EXECUTIVE SUMMARY

Accomplished executive with comprehensive technical operations and business management experience. Highly effective leadership style creating world class teams, promoting innovation, accountability, process improvement and goal achievement with an emphasis in customer service.

SIGNIFICANT ACCOMPLISHMENTS

• Directed network migration project resulting in enhanced Business Continuity capabilities, increased productivity, dynamic traffic routing including convergence of data and voice onto single network while reducing expenses by 66%.

• Reduced enterprise network communications expenses by over $4M annually through effective carrier solutions negotiations and technologies migration from legacy TDM trunking to enterprise SIP trunking.

• Championed call center ACD infrastructure conversion through innovative Proof of Concept strategy resulting in an unprecedented 3 week deployment and capital avoidance of over $5M.

• Successful build and launch of 500 position customer care center in Oklahoma in truncated timeline of three months completing project under budget.

• Reduced expenses by $2.5 million and increased efficiency and consistency of service delivery through restructuring of North American IT team into centralized teams based on technical disciplines versus regions.

• Increased internal and external customer satisfaction of technology service delivery by 75% in two quarters through the successful development and communication of Service Level Agreements, use of focus groups, communication strategies, and adoption of business values and standardization of desktops, network, and server infrastructures.

• Improved customer life cycle management by developing and communicating project management processes, launch and assessment criteria, customer launch handbook and knowledge transfer processes from launch to operations teams.

• Increased gross margins from 6% to 22% on $35M in revenues through cost control initiatives, process improvements, workforce management, and contract negotiations.

• Recovered systems integration project that had timeline and budget jeopardizes by implementing strict change management processes, cost controls, documenting all project deliverables and timelines. Projects were delivered on time and on budget as well as secured additional business with revenues of $2M.

• Reduced capital expenditure by $1 million of Sprint Telecenters’ Bristol call center build-out through effective vendor negotiations, strict project management processes and cost controls.

PROFESSIONAL EXPERIENCE

BANKATLANTIC, Ft. Lauderdale, Florida Present

VP Infrastructure Solutions

Reporting to the CIO. Manage cross-functional teams responsible for all technical aspects of entire IT infrastructure solutions including Information Security, Network Communications, System Administration, Production Microsoft SQL and Oracle Databases, and all call center solutions. Develop and management of capital and expense budgets for infrastructure departments. Provide technical vision and overall direction incorporating process management, risk management, and customer relationship management. Manage vendor relationships including contract negotiations.

IT Liaison for Sales and Customer Service Center, SCSC. Responsible for the identification, development and alignment of IT solutions and strategies to the business objectives of the SCSC. Ensure clarity of communication of business requirements of SCSC with internal IS / IT teams. Impact P&L with creative, robust systems and process solutions. Develop and manage capital and expense budgets of IS / IT solutions for SCSC. Participate in partner management and negotiations.

INTERACTIVE RESPONSE TECHNOLOGIES, INC., Ft. Lauderdale, Florida 2002-2006

Director of Telecom and Network Communication

Reporting directly to Vice President of IS / CIO. Manage cross-functional teams responsible for all IT systems (ACD, WAN, LAN, PBX, Servers, CTI, System and Network Security, Predictive Dialers and Workstations) at three domestic sites composing of over 2,000 workstations. Develop and manage capital and expense budgets of MIS. Manage IS vendor relations for all domestic business. Direct reports included manager of technical support, helpdesk personnel, system administration and desktop department and telecom/network manager.

TELETECH HOLDINGS, INC., Denver, Colorado 1999-2002

Vice President - Information Technology of North America

Reported to Senior Vice President of North American Operations. Directed cross-functional team of more then 200 technical professionals across North America and Mexico responsible for all technical aspects of customer contact centers (ACD, WAN/LAN, Network Security, CTI, NT and Unix servers, Oracle and Microsoft SQL databases and over 15,000 workstations), including the support and maintenance of 23 data centers. Developed and managed capital and expense budgets for all of IT. Provided technical vision for overall technology direction, process management and customer relationship management. Managed vendor relationships including contract negotiations.

Executive Director of Client Relations for Communications SBU. Directed team responsible for client relationship management with full P&L responsibilities with annual revenue of $130M, contract administration and negotiations, quarterly business reviews. Interfaced with all internal departments, (IT, Operations, Accounting, etc.) to facilitate communication with client’s teams and ensure client expectations were being achieved.

Executive Director of Project Management Office, Client Solutions, and Operational Reporting. Managed client relationships from sales process through implementation to service delivery, identified and developed new opportunities with customers while in launch process. Directed team of 50 professionals responsible for the launch and integration of new clients into operation, scoping of new client acquisitions, building of SOW’s, internal operational and project status reports and “dash board” for executive leadership team.

Executive Director of Technology for Bell Atlantic. Managed client relationship and expectations in all areas of technology (call center operations’ liaison for technology). Project managed the build of back office systems, test and implementation for Bell Atlantic LD. Provided technical direction and overall management for all Bell Atlantic IS systems and projects.

SPRINT TELECENTERS, INC., Orlando, Florida 1997-1999

Group Manager of MIS

Managed cross-functional teams responsible for all IS systems (ACD, WAN, LAN, Databases, PBX, Mid Range Servers, CTI, System and Network Security, Predictive Dialers and over 2,500 workstations) at five domestic sites as well as provided technical and system support for two international partners’ sites. Developed and managed capital and expense budgets of MIS. IS vendor management, including contract negotiations. Direct reports included manager of technical support, helpdesk personnel, system administration department and telecom/network manager.

INSTALLATION TELEPHONE SERVICES, INC., Denver, Colorado 1993-1997

Technical Operations Manager

Managed all technical departments. Reviewed, developed and implemented policies and procedures for purchasing, project implementation, product reviews and customer service. Reviewed and evaluated technical personnel including recommendations of employment status. Provided project management, systems engineering and sales support, Provided technical evaluations and recommendations for RFPs and trained new technical staff.

ELECTRACOM, INC., Miami, Florida 1985-1993

Senior Communications Technician

Responsible for the installation and service of various PBX systems, key systems and peripherals, training of new technical personnel, and sales engineering. Responsibilities included complete customer management of several strategic accounts.

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