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Call Center Executive

Scottsdale, Arizona, 85255, United States
July 30, 2012

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Frank Royal

Scottsdale, Arizona

Contact Number- 480 *** ****

I am an executive with 20 years of Customer Service and Call Center experience and have 15 years experience at senior management roles within the US and multiple international locations.

I am adept at driving process change and improvement related to workforce optimization resulting in efficiencies, cost reduction and top line revenue creation. I have been entrusted to manage the acquisition of three companies, the start up of five call centers and dozens of new client accounts from the ground up. I have a customer centric focus while meeting the needs of the business. I have experience in multiple verticals to include: Financial, Cable, Communications and consumer products

iPacesetters, LLC

President and Chief Operations Officer

October 2009 to December 2011

Manage five US locations and two international locations in India and the Philippines for a BPO, data management and fulfillment company with 900 seats and 1200 call center agents. All operations report to me via my seven direct reports. Primary company focus is in the media vertical in support of the top five cable companies and the top 10 publishing companies.

Responsible for growing the company from 6M dollars in revenue to 45M dollars in revenue in 18 months via acquisition and organic growth.

Delivered company EBITDA of 38% in 2009 and 2010. On track to attain a company EBITDA of 25% in 2011.

Managed the acquisition and integration of 3 companies in an 18 month period one of which went from losing 250K per month to profitable in three months.

ICT Group Inc

*Senior Vice President of Operations and General Manager

May 2006 to October 2009

Manila, Philippines

Managed multiple sites in the Philippines with 2,000 contact center workstations and 3,500 employees. Responsible for managing all day-to-day operations, client relations and performance. In addition I had full responsibility for all site financials. The Sites include: wireless/telecom, insurance, Credit card enhancements, technical support, financial (Card Services, Mortgage), Market Research, B2B services, Back Office Processing non-voice agents.

Ramped 2000 new seats/ 2 sites in 2007 and 2008.

Winner of the companies Leadership Impact Award in 2008. Presented by the CEO for excellence in cost reduction and revenue generation.

o Improved productivity in 2008 by 4% resulting in a net cost savings of $1.2M.

o Grew top line revenue in 2008 by $10.8M.

o Reduced agent attrition in 2008 by 24% annualized.

o Reduced agent absenteeism in 2008 by 50%

*May 2006- March 2007 Vice President of operations Based in Dallas, TX. Prior to moving with the company to Manila I was the VP and GM for a Technical support and customer services sites in Dallas, TX and Spokane, WA. This was in support of a large fortune 100 wireless services company.

Technion Communications Corporation

Director of Operations and General Manager

February 2005 to April 2006

(Fort Lauderdale, Florida and Manila, Philippines)

Directed day-to-day operations of US call center operations based in Fort Lauderdale, Florida. Manage seven direct reports and 500 FTE in IB, OB sales and retention programs. Supported nine clients for telecommunications, credit card services/retention and B2B.

Prior to managing the US operations I managed the day-to-day operations of an international technical support center located in Manila, Philippines. I managed six direct reports and 350 FTE. The site supported one client for desktop technical support. In both locations I had responsibility for P&L’s and budgets.

Ramped 500-seat technical support center in Manila Philippines.

Improved customer satisfaction for primary client by 10 basis points in 120 days.

Grew top line revenue by 25% due to operational performance improvements and improved client satisfaction.

Contact Center Consulting

President and Owner

January 2003 to January 2005

(US and Global)

Developed and directed in all capacities of call center ramp ups and consolidations for fortune 50 companies, startups and small to midsize companies. Clients range from a top beverage company to telecommunications and outsource/BPO companies.

For my clients I supported: Acquisition of physical locations call center operational design, IT technology research and recommendations (operations perspective) strategic planning, staffing plan process review and development performance management, site management, joint venture relationships (off-shore and vendor selection).

Established relationships for a joint venture for a US based company and international start up. In addition coordinated a joint venture relationship between an international vendor and US client.

Responsible for cost savings for my clients in excess of $ 20M in a two-year span.

Performed process audit for 26 divisions located in 20 locations and developed and implemented comprehensive plan to leverage best practices and implement Center of Excellence utilizing uniform practices for all divisions.

Reduced client from 20 call center locations to 2 locations.

Improved client satisfaction by 5 basis points in 9 months.

Decision One Corporation

Director of Operations and General Manager

November 2001 to January 2003

(College Station, Texas)

Direct day-to-day operations of technical call center based in College Station, Texas.

Manage six direct reports, 500 FTE and 500 seats of IB technical support center.

Approximately 1 million customer contacts per month.

Support of five clients for Internet services, cable, wireless and computer hardware.

Additional responsibilities for site selection, offshore ventures and mergers.

P&L and budget responsibility.

Improved bottom line profit by 30% during tenure.

Reduced agent attrition by 10% in 2002.

Grew top line revenue by $5M in 2002 and 2003.

*Convergys Corporation

Director of Operations and General Manager

March 1995 to November 2001

(Jacksonville, Florida and Lubbock, Texas)

Direct day-to-day operations of a portfolio of accounts based in four sites based from Jacksonville, Florida and Lubbock, Texas. Manage eight direct reports, 1,400 FTE and 800 seats of IB and OB sales, customer services and retention. My teams managed approximately 2 million customer contacts per month for a large wireless client. I had responsibility for monthly and yearly P&L and budget management.

*While at Convergys I held many positions to include: trainer, manager, work force manager, client services manager and finally Director. I was originally part of AT& T American Transtech, which was acquired by Convergys.

Multiple recipient of Presidents awards for excellence in performance as related to cost reduction and top line revenue generation.

Grew portfolio revenue from $6M annually in 1999 to $36M in revenue by 2001.

Responsible for ramping of 2 new call center sites.

Additional Experience:

Current Board Member, American Teleservices Association, Southwest Chapter

Current Board Member, iPacesetters, Limited- Noida, India

Current Board Member, Howappropriate Floral and Event Design

Experience in the following business Verticals: Wireless Telecom, Telecom, Technical Support, Cable, Financial (Card Services, Mortgage), Market Research, B2B, Back Office Processing, Sales, Healthcare, Media and Marketing Programs. In addition, I have experience working and managing operations offshore in the Philippines, India and near-shore in the Caribbean and Canada.

Experience BPO applications: VOIP, OB dialers, Avaya, Aspect, Blue Pumpkin, IEX, Knowlagent, Nice and Witness.

Proficient in: Excel, Word, PowerPoint, Exchange, MS Access, Web Applications, Visio, Project.

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