Director Call Center

TAMMY MACK

**** ******* ***** *****

Carrollton, Texas 75006

HOME: 972-***-**** Cell: 313-***-****

E-Mail: **********@*****.***

Call Center Executive Director

Expert in Call Center Process Redesign, Centralization, Outsource, Performance & Productivity Improvement, Account Management

Award-Winning, Result-driven management executive with 15 years experience in training, development and project management,

including nine years call center management in high-volume domestic and international operations, business process outsourcing (BPO) services revenue mix inbound /outbound. Up-to-date knowledge of current/ future call center applications Strategic focus on call center trends expert with Vantive, SAP CRM - Working with Nice, Witness, Verint (quality software) -Working with Kana (email management software) –Workforce Management software (IEX, Aspect, Blue Pumpkin) Advance experience with ACD switches, Experience in Siebel integration with legacy applications using MQ Series, and Web Services. Familiar with ETL (extract transformation and load), Apollo/Sabre ICM (Geotel) /Genesys Avaya, call routing and CTI, PBX solutions. Working with IVR, advanced speech recognition and web support tools - Interfacing with partners and vendors Experienced in the negotiation and procurement of hardware, software. Skilled as consultant in analyzing existing operations and implementing the strategies, process and technologies to improve

productivity/efficiency. Strong client relationships, and marketing arenas. Unique combination of creativity and analytical skills,

friendly, enthusiastic and persuasive in sales situations, successful in promoting items with highest profit potential. Skilled to instill

vision to achieve company goals and surpass production expectations while maintaining safety, and customer service integrity through

total quality. Excellent communicator, extensive interaction with top-level executives demonstrating highly flavored presentation

skills. Expert in facilitating change in a workforce to support organizational operating, financial, and quality objectives.

Strong P&L management, Outstanding record of achievement in complex multimillion-dollar contract negotiations and Fortune 500 Key account management. Expertise in the development of management and execution of sales processes, including training and developing a highly qualified team of sales professionals in executing sales/marketing strategies. Successful senior level sa1es executive with proven ability to drive and sustain corporate revenues through broad-based competencies in:

* Centralized Call Center technology implementations

* P &L Management/ Key Account Management/RFP Negotiation

* Call Center Productivity/Process Improvement/Privacy

* Organizational development/Teambuilding/Staff Training

* Significant Consulting & Client Management experience

* Budget/Expense Control Streamlining Operations

* New Business Development, Product /Co-Branding

* Business Start-ups/ Systems Implementation

* Customer Relations/ Vendor Relationship Management

* Strategic Planning /Project Management

* Marketing/Sales Promotions /E-Commerce

* Human Resource Management/Union Agreements

Professional Experience

American Express-Business Travel

Team Leader-Business Travel, Account Management

Dearborn, Michigan

2006-2008 (Relocated to Dallas)

Manage the delivery of American Express Credit Card Financial Services and Travel products in a 24/7 outsource call center. P&L management, execute business strategies by building teamwork, empowerment and skills development across a team of two (4) managers, twelve (12) supervisors, eight (8) lead agents, and 500t travel associates. Excellent customer focus and fully developed project management skills manage projects from inception through creation, implementation and evaluation. Develop and deliver innovative solutions, projects involve design and implementation of new workforce management and improvement of existing processes in the areas of Credit Card /Travel transaction fulfillment, Customer Service, Quality, Billing and Collections Program, and call center technology service delivery. Execute plans to assure clients quality, operations and cost requirements are met. Oversee Workforce Management Team (8) SLC and design course manuals for Quality Training and Development Team of four (4) Trainers eight (8) Coaches while driving continuous process improvement through operational assessments and performance reporting. Successful account management, chair Client quarterly business reviews presentation.

Detroit City Council Campaign

Executive Campaign Manager

September 2004-2008

21st Century Newspapers

Director, Call Center Advertising Sales/Account Management

48 W. Huron Pontiac, Michigan

October 2003-2004 (Acquisition)

Talented Advertising Call Center Sales Executive had a proven track record of exceeding sales quotas and market share goals.

Ensured day to day operational effectiveness of centralized call routing environment, and to managed the implementation of strategic voice system initiatives. Strong Organizational development/ project management Demonstrated success at establishing effective initiatives that enhance performance productivity which enable work teams to successfully initiate and manage organizational change including work redesign. Analyzes the needs of the business to design and implement successful, pragmatic business results and budget management. Oversee client program/project experience client facing, strong communication with senior level management

Accomplishments

*Orchestrated successful implementation of a 1200 seat centralized call center to accommodate the customer base for 65 newspapers.

*Ensures a smooth transition of new computer/phone system upgrade/install while monitoring results; and maximizing revenue.

*Develops objective means to measure revenue success, in order to meet company targets for retention growth and profitability.

*Plan, develop and implement strategy for several possible themes for the advertising campaign. *Redesign Advertising section

Daimler Chrysler Senior Call Center Agent, Warranty/Customer Service Management

1000 Chrysler Dr. Auburn Hills, MI May 2003-October 2003 (Summer Internship-Management Program)

Oversea a team of 20 sales associates productivity performance for Warranty/Customer Service Contract Management.

Tammy Mack Resume- Page two

Professional Experience, continued

Total Travel Management

Executive Director, GM/Delphi Operations Sales/Account Management

1441 E. Maple Troy, Michigan

2001-2003 (Acquisition)

Skilled director of sales, account management, and outsource call center operations for GM/Delphi corporate/leisure travel. Monitor

day-to-day, directly managed and rewarded a team of four managers, eight (8) account executives, and 500 travel associates to

obtain sales goals in acquiring corporate/leisure travel accounts and driving sales growth. Expertise in: developing sales proposals,

business plans, presentations, contract agreements, operations metric, and human resources management. Analyze and solicit bids; and negotiate company wide sales agreements for corporate/leisure air, hotel, car travel, cruise and IT software sales with major carriers. Monitored and analyzed customer satisfaction, developed, implemented, and trained client to utilize Co-Pilot (a customized online internet system) for reservation. Established policies for customer inquire for four 4 inbound/outbound travel sales call centers.

Accomplishments:

* Directed successful integration of employee recognition program that measurably improved staff morale, attendance, and sales.

* Sales performance above expectations within first quarter. * Increased market share 56% over previous year.

- Increased new accounts by 20% - Increased current account sales by 35% - Increased automated products by 25%.

*Excellence Sales Award 2002 (secured BMW account, generated $90 million revenue annually).

*Ranked #1 out of 250 in organization for vendor negotiation sales. *Presented Perfect Attendance Award 2003.

* Orchestrated turnaround of sub-standard site performance,

_Reduced abandon rate from 30% to 2%_ Improved productivity from 50% to 84%

_Reduced per call cost from $12 to $6_ Reduced Absenteeism by 25% (due to revised attendance procedures.

_Reduced caller wait time from upwards of 40 mins to 20 second average, with 80% of calls answered within 20 seconds.

_Reduced inquiry resolution time from 60-day average to 5 days. Increased workload by 44% while decreasing staff by 20%

* Excellence Sales Training Award 2002 Developing and executing sales/marketing strategies.

Northwest Airlines, Inc.

Manager, Passenger Service Sales/Operations

Detroit Metro Airport

1996-9/2001 (Downsize due to Sept, 11th Terrorist Attack)

Maintain a significant high level of knowledge and expertise in sales / sales training /sales management/ sales leadership experience.

Managed and rewarded a team of eight (8) supervisors 500 agents to execute sales goals. Responsible for training, acquiring

Corporate/leisure/group travel accounts, building direct relationships, and operations. Effective persuasive presentational skills

(strong Power point knowledge). Developed short and long-term strategic plans and sales forecasts to ensure projected volume

and profitability goals. Managed Operations with compliance of government regulations. In-depth knowledge of OSHA, FAA,

and company safety standards. Ensured high quality of customer and employee development, Human Resource Management, budget,

and payroll responsibilities. Interfaced frequent with union representatives and handled grievances on all management levels.

Accomplishments

* Achieved 320% regional growth in one year and exceeded plan by 140%.

* Ranked #1 in corporate sales-115% of quota. *Award --Directed successful sales training program. *Perfect Attendance Award.

*Grew revenue 15% over plan within one quarter, grew total revenue to 45% from 22%.

*Expand sales gained six (6) major accounts in one year (winner of sales contest won a trip to Sydney Australia 2001).

*CEO presented me with Excellence Customer Service Award 2001. *Increase the return rate of In-flight Survey program.

*Reduced Absenteeism by 20% (due to revised attendance procedures.*Created and executed employee goals achievement program.

Detroit Newspapers.

Customer Service/Call Center supervisor, Classified/ Circulation Sales

615 W. Lafayette Blvd. MI

1988-1996 (Upward mobility)

Manages the strategic planning, implementation, development and deployment, staffing, management and financial performance of call center for $5 billion NYSE listed company with 95 subsidiaries and 20,000, employees. Train, direct and motivate call center management teams of 300. Promoted direct and indirect sales responsibilities for corporate accounts, Coordinated with Advertising, Marketing and Telemarketing staff. Human Resource Management. negotiated bargaining agreements and handled grievances on all management levels Prepared budgets and directed project management efforts in support of goals. Oversee company-wide unit charged with identifying and investigating agent fraud.

Accomplishments:

* Developed and implemented employee recognition program measurably improving staff morale

- Reduced Absenteeism by 25% (due to revised attendance procedures0.

* Increased sales by 15% within one quarter

* Orchestrated turnaround of sub-standard site performance, _Developed Fast Facts Sales reference guide.

_Reduced abandon rate from 20% to 1.5%_ Improved productivity from 50% to 80%

_Reduced call wait time from upwards of 35 minutes to 32 second average, with 80% of calls answered within 20 seconds.

_Reduced inquiry resolution time from 30-day average to 7 days. Increased workload by 32% while decreasing staff by 20%

_Within a two-week period interviewed, hired, and trained 1,500 replacement workers during major company work stoppage.

Education:

Masters of Art Organizational Management GPA 3.74

University of Phoenix. Detroit, MI. 2002

Bachelor of Science Business Management GPA 3.6

University of Phoenix Detroit, MI 2000

Business Management

Wayne State University Business Management Center

Accounting/Business Administration

Detroit Institute of Technology Detroit, MI

Disney University/ Professional Development

Disney University, Orlando, Florida

* References Available upon Request /Available to travel/or relocate

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