Call Center Leader

SCOTT D. BESSELIEVRE

***** **********, ***** *****, ** 84062

e-mail: *********@*****.*** 801-***-**** (mobile) 801-***-**** (home)

Summary of Qualifications

• Over twenty years of sales, operations, customer care and information technology experience

• Over fifteen years experience in inbound and outbound sales in a call center environment

• Experience in implementing and managing an ‘at-home’ agent workforce

• Excellent customer service skills, attitude, commitment and focus

• Excellent communication, organizational and leadership skills

• Strong technical and project management skills and experience

• Vendor relationship management and contract negotiation experience

• Budget preparation and administration experience

• Experienced in facilities construction and management (site selection, negotiation, design, construction management, day-to-day management)

• Community involvement – service on board of directors for several non-profit organizations

Professional Experience

JETBLUE AIRWAYS

Salt Lake City, UT (May 2007 – Present)

Director, Customer Care

Responsible for strategic direction and operations of reservations and customer care organization for a major airline. Operational responsibilities include: Reservations, Getaways (vacation package sales), TrueBlue (customer loyalty program), Speak Up (phone/mail/email escalation), Customer Feedback (customer satisfaction analysis and reporting) and support organizations (Workforce Management / Service Delivery, Project Management Office, Communications, Information Technology). Responsible for a staff of 500+ at-home and call center-based agents in a 24x7 operation. Accomplishments include:

• Implementation and management of ‘Customer Bill of Rights’

• Evaluation and implementation of automated workforce management system

• Improved customer satisfaction survey and reporting process

• Improved overall call center budgeting process and monthly reporting

• Developed agent productivity tracking and reporting system

ANCESTRY.COM

Provo, UT (May 2005 – January 2007)

Sr. Director, Member Services

Responsible for sales (inbound and outbound), account services, and technical support for Internet-based subscription business providing family history research resources and software. Responsible for operation of a 24x7 550 seat call center serving more than 800,000 customers domestically and internationally. Accomplishments include:

• Improved sales performance in inbound and outbound channels

• Reduced expenses while improving sales, customer retention and customer satisfaction

• Implemented ‘at home agent’ program resulting in improved employee satisfaction

• Reduced employee attrition

• Implemented outsourced solution for international sales and support

CABLEVISION

Melville, NY (2004 – 2005)

Managing Director, Customer Care

Responsible for call center operations (sales, billing and technical support) for residential and commercial broadband customers located in New York, New Jersey and Connecticut (over 3,000,000 customers). Supported multiple broadband products (video, high-speed Internet, and VOIP telephone). Responsible for a 750 seat call center operating 24 x 7. Accomplishments include:

• Improved customer satisfaction score to highest in system history

• Improved multi-product sell-in and retention

• Led customer care team in planning and implementation of support for new products (VOIP, HDTV, CableCARD, DVR, etc.)

COX COMMUNICATIONS

Wichita, KS (2002 – 2003)

Vice-President, Customer Care / Sales

Responsible for customer care, sales and technical support for 300,000 customers located in 27 cable systems across Kansas. Products supported include: analog cable TV, digital cable TV, high-speed internet, and VOIP local and long distance telephone service. Accomplishments include:

• Development of sales culture across the state resulting in improved sales in all products

• Improvement in all contact center measurements

• Increased customer satisfaction

WIDEOPENWEST

Denver, CO (2000 – 2002)

Senior Vice-President, Customer Operations

Responsible for developing, implementing, and operating customer care organization for a competitive broadband provider (cable television, high speed Internet, and VOIP long distance phone). Responsible for call/contact centers (325 seats operating 24x7x365), inbound sales, customer retention, outbound telemarketing, subscriber management/billing systems, information technology, training and development, dispatch, collections, money processing, business operations, quality assurance, and human resources. Also responsible for outsourcer vendor management (vendor selection, contract negotiation, service level agreement, etc.). Accomplishments include:

• Initial start up of customer operations functions including: call center construction, staffing, training, policy/process/procedure development, evaluating and implementation of technology, selection of subscriber management system, vendor contract negotiations, etc.

• Construction and staffing of 2nd call center

• Led company to #1 ranking among cable and satellite companies in J.D. Power customer satisfaction survey during first year of operation

AT&T BROADBAND (formerly TCI)

Denver, CO & Salt Lake City, UT (1984 – 2000)

Executive Director, Customer Operations (Utah Region – Salt Lake City, UT, 1999 - 2000)

Responsible for call center operations (customer care, inbound sales, customer retention, IT and technology support) in a 300,000 customer region (supporting cable television, high-speed Internet, and local/long distance telephone service). Also responsible for special projects (facility construction, AT&T brand transition, Y2K readiness, etc.). Constructed a 600 seat regional contact center (responsible for all phases of site selection, negotiations, design and construction of facility, technology evaluation and implementation, organizational design), implementation of ‘virtual call center’ concept throughout Salt Lake Region, and integration of sales and service for multiple products (video, voice and data).

Executive Director, Customer Operations (Corporate Office - Denver, CO, 1996 - 1999)

Responsible for defining and implementing customer care and call center strategies for systems serving 12,000,000 customers. Responsibilities included: customer service, sales, operational audits, planning services, technology consulting, and process improvement consulting to call centers and cable systems, assisting them in meeting customer service and sales goals. Responsible for corporate management of 45 call centers and 8,000+ customer service representatives. Accomplishments include: construction of 8 call centers across U.S., development and implementation of company-wide customer service philosophy, development and implementation of monthly customer care performance reporting, development of corporate call center model defining strategy and standards, and migration of customer care organization after merger of TCI and AT&T.

Director of Data Center Operations (Corporate Office - Denver, CO, 1988 - 1995)

Responsible for management of TCI's regional data centers including: system management, technical support, PC support, facilities management, and data communications networks serving 95 cable television systems, 525 movie theaters, as well as corporate staff. Responsible for 350 employees and a multi-million dollar annual operating budget. Accomplishments include centralization of 12 decentralized data center into 2 locations, restructuring of department resulting in improved operating efficiency and reduced cost, and development of standardized policies/procedures/tables for cable billing system.

Data Center Manager (Corporate Office - Denver, CO, 1987 - 1988)

Responsible for management of TCI's regional data centers including technical services department, computer operations department, system performance analysis, capacity planning, disaster recovery planning, hardware support, operating system support, and facility support. Accomplishments include centralization of data processing facilities for 50 cable systems. Supported 75 locations and 1,000+ users.

Technical Services Manager (Corporate Office - Denver, CO, 1984 – 1987)

Responsible for all aspects of computer hardware and operating system software for nine regional data centers. Responsible for PC purchasing, training and maintenance. Responsible for design and construction of two data centers, communications network design and implementation, and hardware/software training program development.

CABLEDATA

Dallas, TX (1981 – 1984)

Computer Operations Manager / Software Support Manager

Responsible for initial set up of Dallas Region Data Center, computer operations staff, and software support/conversion staff. Day-to-day responsibilities included scheduling and running of production work for cable systems in a ten-state area. Also provided operational and data communications support to customer base. Completed CableData Intensive Training (file level software training) and was responsible for application software support. Responsible for customer conversions to CableData's on-line subscriber management system. Developed software in CableData's TBOL language for in-house use.

Education

Dallas County College Dallas, TX (1981 – 1983)

Major: Computer Science

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