Customer Service Sales

RICK DILLARD, SSBB

**** *** ****** • Riverview, Florida 33569 • 813-***-**** • *************@*****.***

SERVICE OPERATIONS PROFESSIONAL

Call Center Operations • Customer Service Management

Growth-focused and profit-driven executive with more than 20 years of progressive success in contact center management for small to medium-sized businesses and Fortune 500 corporations. Possess additional experience in sales support and marketing services. Offer proven track record of improving performance of customer care and sales teams by implementing insightful approaches as well as proactive policies and procedures. Effectively resolve pressing customer issues to maintain satisfaction and enhance service levels.

Confidently oversee diverse teams of up to 100+ staff, encouraging employees to realize their potential and deliver world-class service. Effectively allocate resources and administer multimillion-dollar budgets. Demonstrate acute multi-location business management expertise coupled with Benchmark Certification in Contact Center Management and active Florida real estate license. Six Sigma Black Belt certified. Core competencies include:

Change Management • Restructuring • Communications • Start-Ups & Turnarounds • Project Management

Team Leadership • Distribution • Process Improvement • Inventory Management • Vendor Relations

Scheduling • Operations Management • Needs Assessment • Reporting • Presentations • Internet Marketing

Client Relations • Sales Cycle Management • Event Planning • Customer Service • Benefits & Compensation

Recruiting • Policy Development • Training & Development • Workforce Planning • Budgeting

CAREER HISTORY

WCI Communities • Sun City Center/Bradenton, Florida 1999-2011

Leading luxury homebuilder; named America’s Best Builder in 2004.

Director, Call Center Operations/Marketing Services

Provided leadership and management for large-scale operations comprised of contact center, catalog fulfillment, and customer care. Oversaw staff of 50+ and administered $3M budget. Directed data entry and contact sales/customer service operations. Established strategic and measurable sales and business goals. Participated as key member of CRM board and integration team, interfacing with in-house and vendor resources to develop and deliver innovative solutions. Analyzed performance metrics, KPIs, and high-level dashboard results. Optimized efficiency and productivity by continuously devising financial and operational strategies.

Generated yearly revenue of up to $348M, effectively re-energizing corporate sales and transforming non-licensed telemarketing team into licensed real estate sales support department with strong communication and closing skills.

Expanded Contact Center team from 10 to 30 to fulfill increased market demand and new calling process; implemented sales training and adjusted call plan to shorten sales cycle resulting in average monthly sales per seat to rise from 3 to 5.

Increased sales growth, championing $1.8B in sales over 12-year period by providing motivational contact center leadership for 3,565 sales with average sale value of $511K+.

Spearheaded chronological re-engineering transition from 50 staff to 2 within 3-year period, maintaining productivity via proactive management and effective team-building strategies.

Expertly balanced morale and production during declining market conditions, staff decreases, and Chapter 11 proceedings by retaining trust of employees through open and fluid communications.

Launched 24/7 customer care help desk that reduced call wait time from 20 minutes to 3 minutes or less and improved customer service field rep response time from days to hours.

Elevated support across in-bound and out-bound calls, e-mails, and chats through refocusing out-bound telemarketing operations into blended contact center:

o Increased customer contact from 20% to nearly 30% by adding emails and Web chats.

o Reduced email response time from more than 24 hours to 15 minutes during business hours.

Cushman Fruit Company • Lake Worth, Florida 1997-1999

Direct marketing and catalog industry leader specializing in fruit products.

Operations Manager

Drove catalog sales and customer care operations, including overseeing team of 100+ and annual budget of $700K. Managed, monitored, and assessed all daily business operations. Created and initiated short- and long-term strategic plans to fuel profitability and realize corporate growth objectives.

Accelerated operations performance by identifying outages and deploying strategic action plan.

Aligned order entry, mail processing, reception, priority customer care, and in-bound/out-bound catalog sales programs.

RICK DILLARD, SSBB

Page 2 • 813-***-**** • *************@*****.***

Cushman Fruit Company • Operations Manager, continued…

Identified key production trends via ACD and Smith-Gardner MACS.

Maximized resource allocation by establishing staffing plans for business ramp-ups and ramp-downs as well as negotiating temporary service agreements for additional resources as needed.

Played integral role in revenue increases through introducing in-bound up-sell initiative, establishing outsourcing services for call center, and coordinating corporate services team for large account management.

Fortified corporate presence by representing Cushman’s at Chamber of Commerce meetings and speaking engagements.

Cushman Pearl Company • Ft. Pierce, Florida 1996-1997

Direct marketing and catalog industry leader specializing in fruit products.

Customer Service Manager

Ensured world-class customer service levels for 200+ wholesale customers, including maintaining customer database and ongoing communications. Directed team of 25 and managed $300K budget. Led contract negotiations with outside service providers.

Strengthened staff capabilities via implementing extensive training program.

Improved departmental performance by introducing customer service policies and procedures, optimizing seasonal staff recruiting, and enhancing telephone system use.

Propelled overall business development through launching outsourcing services for call center operations.

Boosted quality, productivity, and budget performance by initiating productivity, cost, and performance management strategies.

Palm Coast Real Estate Company • Palm Coast, Florida 1995-1996

General real estate company.

Manager, Contract Office

Provided contract office and sales leadership during acquisition of ITT Community Developments Sales Center and Construction Company (subsidiary of Lowe Enterprises); reported to broker in charge. Cultivated mutually beneficial relationships with sales team as well as title, mortgage, brokerage, and construction companies during transition. Prepared and processed new company’s contracts and followed through on administration of ITT-CDC’s previous outstanding contracts.

Confidently transitioned contract operations to new organization by processing existing ITT-CDC and new corporate agreements while leading department transition program.

Standardized agreement approach through implementing internal contract policies and procedures.

Career Note: Also previously served as Manager, Communications Response Center at ITT-Community Development Corporation (1993-1995) and General Manager & Director of Operations at Spindrift Marketing (Prior-1993).

PROFESSIONAL DEVELOPMENT

Master Certificate Program: Lean Six Sigma Black Belt

Villanova University • Villanova, Pennsylvania

Benchmark Certified Contact Center Manager

Active Florida Real Estate License

Purdue University

Florida Real Estate License

Florida Community College Property Management

University of North Florida Assertive Management

Bob Schultz Sales Training

Will Nowell Sales Training

One-Minute Manager Dale Carnegie Training

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