Customer Service Sales
Resume:
Michael L. McDonnell
Cockeysville, Maryland 21030
Email: ********************@*****.***
Overview: A results oriented leader with over 20 years experience in sales, customer service and call center operations management including multi-site operations.
• Skilled at analyzing existing operations and implementing improved strategies, processes and technology to improve overall productivity and efficiencies.
• Outstanding communicator with strong leadership skills and the ability to motivate employees while maximizing productivity.
• Strong P&L management, human resource management and cross company project management.
Professional Experience
June 2011 – Present SuperMedia, Timonium, Maryland
Media Consultant
Sell the breadth of advertising products to small to medium businesses. Call on new and existing clients to learn about their business needs, uncover opportunities, and design media marketing plans. Work with Sales support staff to ensure timely installation of clients. Establish relationships with corporate sales support to position clients for future revenue streams.
• Manage 60 accounts with revenue in excess of $18,000 per month
• 93% retention rate of current clients
March, 2010 – February, 2011 Comcast Corporation, Largo, Maryland
Senior Director, Advanced Services
Managed and developed the Advanced Services Technical Support team consisting of 3 Regional Contact Centers within the Mid-Atlantic area. Worked closely with the Marketing and Technical Operations organizations to lower call in rate of the customer base, improve customer satisfaction and increase sales close rate of the Technical Representatives.
• Improved Sales Close Rate by 50% in the last half of 2010
• Improved Service Levels from 68% to 73% in the 3rd Quarter 2010
• Reduced Average Handle Time of the Advanced Services group to Budget within 4 months.
• Managed the Advanced Services budget to plan for 2010
January, 2009 – March, 2010 Wahlstrom, Louisville, Kentucky
Vice President, Call Center Sales Operations
Built an Inside Sales team and Support Organization that grew revenue by 340% to plan within 6 months.
This team consisted of Account Executives and Account Coordinators. Introduced the Call Center concept to a leading National Advertising Company. This change helped the company increase its New Sale closings by 14% over the first half of 2008.
• Increased Revenue by 340% within 6 months to $504,000 in Revenue.
• Improved Sales efficiencies by 100% within 3 months
• Improved Revenue per head by 60% to $150,000 from $90,000
• Developed and implemented an Initial training Program
• Implemented a Sales Training program to all employees.
February, 2006 – October, 2008 EchoStar Communications, Denver, Colorado
Vice President, Customer Service Operations
Responsible for EchoStar’s Customer Service Organization; consisting of 12 Owned and Operated Call Centers throughout the United States. Develop and direct the management of the Customer Call Center to ensure customer satisfaction, improved call efficiency, low abandonment and 30 second ASA. Increase revenue through upsell and promotional programs, improved employee product knowledge and training. Implement processes and systems that generate higher productivity and revenues. Interact regularly with executive team and department heads in Denver to ensure that Call Center’s operational priorities are aligned with total company direction. Work closely with Dish Network Service group to improve the quality of our customer installations and experience.
• Improved service levels and achieved company goal of 30 second ASA in first half of 2006
• Increased Organization staffing levels by 30% in 2007. Opened two new US Call Centers.
• Implemented Performance Management tool that resulted in reduction of attrition by 20%.
• Improved Cost Per Minute goal to below Corporate plan in 2007.
• Developed End to End Operational Excellence Process that focused on the improvement of our Customers first experience from Day 1 through Day 90. This effort improved No Problem Found issues by 20% and improved quality of install by 10%.
July, 2005 – February, 2006 Thomson Prometric, Baltimore, Maryland
Director, Test Center Operations
Responsible for the oversight and management of all Test Center Operations in North and South America, includes Financial performance of Test Centers against budget, Labor and Human Resource activities, Partner relationships including internal and external ownership, Operational implementation and efficiency• Oversight and management of Test Center Auditing at third party Test Centers in North and South America.
October, 2004 – July, 2005 Apex Co Vantage LLC, Herndon, Virginia
Vice President, Operations
Apex Co Vantage is a leader in high performance global outsourcing solutions.
• Responsible for the day to day operations of Apex’s Outsourcing division. This included 6 call centers and Client relationships located in India and the Philippines.
• Managed all Key Performance Indicators and was responsible for achieving a revenue plan that exceeded $12 million annually. In addition, managed the relationships with outsourcing vendor companies, contract negotiations as well as key internal relationships within Apex.
• Hired and launched the opening of 6 call centers in India and the Philippines in a 9 month timeframe.
• Increased revenue from $100,000 monthly to $1 million monthly, beating our annual goal of $12 Million.
• Developed and implemented new Sales and Service Initial training programs tailored to the specific needs of the Client.
• Developed a sales compensation plan for Representative, Supervisor and Manager Levels. This improved performance by 30% within in the first 2 months.
• Negotiated and Implemented 4 new Sales programs that led to Apex revenue growth during 2005.
June, 1984 – October, 2004 MCI Telecommunications
Various Sales and Service Management positions
Military Background
March, 1980 – March, 1984 United States Marine Corp, Sergeant Honorably Discharged
Education
University of Baltimore - BS in Business with a concentration in Marketing.
University of Phoenix – MBA (Masters of Business Administration)
Hobbies
Lacrosse, Soccer, Running, Reading
References - Available upon request
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