Call Center Director

“I would like to commend Kathy Anton-Galietti for her consulting work with Hilton Grand Vacations’ national call center operations. She insightfully analyzed our operations, identified improvement opportunities, and clearly communicated creative ideas to our staff to increase efficiencies and production. I was impressed by her diligence, focus, dedication, and strong work ethic. She is an organized self-starter, and she successfully completed multiple tasks within the agreed-upon timeframe. Kathy is a pleasure to work with, and our staff appreciated her leadership. I recommend Kathy for related work and would be happy to serve as a reference.”

~ D. Christian Hayes, Senior Vice President, Hilton Grand Vacations

PROFESSIONAL SUMMARY

Dynamic Call Center Operations and Customer Service Management Executive with 23+ years leadership experience Fortune 500 consultant Top-performer who thrives in high-expectation, high-stress environments Creative visionary with track record of implementing best practices and improving ROIs Organized, take-charge leader Quota-breaker, consistently leading internal sales organizations to meet and exceed expectations Articulate communicator, building rapport across all levels Proven architect and leader of premier sales and marketing teams in a performance-driven environment Marketing expert with deep knowledge of analytics, lead generation, and database management Charismatic public speaker with extraordinary ability to influence and persuade Virtual environment expert (people and process) delivering outbound contact maximization

CORE COMPETENCIES

P&L/budget management Business development Revenue generation Call center design, start-up, and expansion Analytics Meticulous in metric management (chat, email & phone) Advertising and direct marketing Web-based technology applications/CRM Staff selection, development, training, and mentoring Training program needs assessment Associate referral programs Executive development and promotion Exceptional follow-through and attention to detail Benchmarking and performance metrics Deep knowledge of customer acquisition, retention, and loyalty programs Workforce management Cost reduction and control Project management Inventory control Forecasting Compensation and quota design Inside sales Pay-for-performance Committed and successful in exceeding corporate and customer expectations Passionate about leadership by example

PROFESSIONAL EXPERIENCE

FUSION CONTACT CENTERS, LLC Santa Maria, CA

A $21MM US-based outsourced contact center, providing inbound and outbound customer care, technical support, billing inquiry, retention, and customer acquisition support services to sales and service companies nationwide. Offerings include chat, email, IVR, and phone support.

Director of Zynga Service Operations – Feb/2011 – Present

Report directly to Vice President of Sales and Marketing Operations. Manage all aspects of client relationship for Zynga, including a 250-seat call center providing 24/7 billing and Tier 2/Tier 3 chat, email and phone support. Serve as primary point-of-contact between business development and service delivery operations teams to drive operational excellence.

• Manage 3 direct reports and 262 indirect reports.

• Proficient at meeting billable hours objectives while keeping labor/expense costs under budget.

• Implemented intensive QA agent training/coaching, improving Net Promoter Score from 54% to 74%.

• Serve as social gaming service and support subject matter expert.

• Developed and implemented operational expectations and created SOW/LOI.

• Provide “best practices expertise” in consultancy role to senior management and operations team.

• Initiated “straight-to-the-floor” customer communication, moving C-Sat from 85% to 95%.

• Achieved/exceeded billable revenue and operating profit expectations.

• Implemented skill specialization and agent optimization, increasing email customer experience performance by 22%.

• Managed “away time” and created a process to flip a long chat to email, improving chat utilization from 71% to 97% and increasing production by 30% with 45% less staff.

RESORT MARKETING SOLUTIONS, LLC Orange County, CA

A privately owned timeshare resort distribution company, selling unsold inventory in the US and internationally. RSM, LLC is contracted by TheMVPService as the exclusive agent for RCI specializing in services offered through a preferred buying program.

Vice President of Marketing – Mar/2009 – Feb/2011

Reported directly to the President and Owner. Managed all marketing aspects of 17-seat virtual outbound call center operation including business-wide lead generation, market research, sales, and customer support.

• $2.3MM revenue budget; managed 7 direct reports and 10 indirect reports.

• Worked with Association Boards for buy-in to approach site owners, resulting in 12K new owner files per year with new project growth of 15% annually.

• Approached by Shell Vacations to partner in our methodology.

• Streamlined data flow and call processes, increasing revenues from $1.2MM to $1.54MM in 9 months, exceeding quota by $340K.

• Designed and implemented a customer virtual sales presentation, increasing telesales volume by $105K.

• Created company’s first email campaign, yielding a 4% response rate on inbound efforts and an 18% penetration rate on outbound chase efforts.

• Implemented web presence, generating 85% opt-in by workable lead base.

• Implemented automation of web-based data management system, increasing outbound penetration rates by 3%.

MARRIOTT VACATION CLUB INTERNATIONAL (MVCI) Orange County, CA

A subsidiary of leisure and hospitality giant Marriott International, the division operates 50 timeshare resort properties in prime vacation destinations in the US and abroad with more than 390K joint owners who have exclusive use of the properties for limited windows of time.

Project Director, Marriott’s California Call Center – Sep/2005 – Jan/2009

Reported to Vice President, National Call Center Operations. Final decision-maker on marketing and sales strategies relevant to call center operations. Responsible for creation, negotiation, execution, and management of cost, labor, and production budgets for the telemarketing channel, supporting 8 western and Hawaiian timeshare resort locations. 500 blended seats providing customer care, finance, data entry, marketing, HR, training/recruiting, and inventory controls for 50K+ annual arrivals to West and Hawaii locations.

• $23MM P&L responsibility with a volume budget of $170MM.

• Managed 12 direct reports, 48 indirect reports, and 500 telesales agents.

• Implemented surcharging and deeper outbound penetration, consistently exceeding $12MM annual team account revenue responsibility.

• Redesigned sales training based on outbound list and talent, implementing performance-based lead placement, resulting in up to an additional 12% penetration on callable universe.

• Implemented list management strategy of placing best outbound agents on highest penetrating lists, exceeding mini-vacation telesales quota of 32K packages by 5.7%, representing increase of $80K in revenue.

• Transitioned inbound sales to outbound sales effort, reducing per-unit cost from $535 to $497.

• Designed and led cost reduction strategies including training programs and targeted agent/list assignments, reducing outbound sales direct mail costs and saving $700K+ labor costs in 2008.

• Implemented market analytics, saving $500K in direct mail costs on inbound sales.

• Key driver in employee leadership development initiatives, improving employee satisfaction scores by 18%, lifting associate engagement from 4.2 to 4.85 (out of possible 5.0) associate satisfaction score.

• Reduced annual employee attrition from 20% to 8% through better manager/associate ratios, which included more one-to-one opportunities for coaching and training.

Director of Operations, Marriott’s California Call Center – May/2000 – Sep/2005

Reported to Project Director, California Call Center Operations. Responsible for the delivery and presentation of more than 50K mini-vacation arrivals per year to 8 West and Hawaii Marriott timeshare resorts.

• $170MM budget responsibility and 100%+ of required customer arrivals through telemarketing channel. Consistently delivered 100% of site-sold mini vacation packages as budgeted by resorts.

• Managed 5 direct reports, 27 indirect reports, and 129 telesales agents (selling mini vacation package) and telemarketing agents (servicing the mini vacation package).

• Averaged 117% of arrival quota (up to 55K mini vacation arrivals), driving additional $680K annual revenue.

• Initiated and placed into practice 75% of the operational departments currently in operation.

• Developed and implemented arrival forecasting tool, supporting 8 resorts.

• Created employee referral program, lowering departmental attrition in the departments (from 8% to 3%) by increasing the full-time mix and rewarding the referring agent as well as the referral.

• Created alternate marketing and service “win-back” programs, recapturing 22% of lost business, generating additional $2.6MM in annual sales volume on otherwise lost customer prospects.

PRIOR POSITIONS HELD

MARRIOTT VACATION CLUB INTERNATIONAL Senior Sales Admin Manager Sep/1997 – May/2000

MARRIOTT VACATION CLUB INTERNATIONAL Sales Admin/QA Manager Feb/1995 – Sep/1997

KAHANA FALLS RESORT Business Manager, Maui, HI Dec/1992 – Jan/1995

HANALEI MANAGEMENT Administrative Assistant Jan/1991 – Jan/1992

SUNSET TRADERS, INC. Production Assistant Oct/1989 – Jan/1991

SHIMANO AMERICAN CORPORATION Regional Sales Manager Aug/1986 – Oct/1989

EDUCATION

EASTERN WASHINGTON UNIVERSITY, Cheney, WA

Bachelor of Arts, Sociology – Emphasis in Criminal Justice

PROFESSIONAL DEVELOPMENT, NOTABLES

• Training has included:

Visitor Industry Training and Education Center (VITEC) provided by the University of Hawaii on Dealing with Difficult Customers/The Best Customer Service/Best Executive Assistant

RCI Star Program – Success Techniques

Steven Covey – 7 Habits of Highly Effective People, 2-day course

Marriott’s Foundations of Leadership, 5-day course and Impact Leadership, 5-day course

• Recipient of Marriott’s 2003 Prestigious Eagle Award of Excellence

• Recipient of Marriott’s 2005 Coach of the Year

• Recipients of 17 GOVETS Awards – A Marriott reward program recognizing Guest Achievements, Owner Satisfaction, Volume, Expense Efficiency, Team Culture and Self Improvement strides

• Multiple Outstanding Achievement Awards, earned as result of letters written by Marriott customers

• Keynote speaker, Canadian Resort Development Association, 2008

• Notary Public, Orange County, California

• Participated in Marriott’s Spirit to Serve, volunteering community work for the underprivileged

• Willing to consider domestic relocation; business travel tolerance up to 25%

• US Citizen, willing to travel internationally; hold current passport

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