Customer Service Sales

PAUL F. BOYD

http://www.linkedin.com/in/paulfboyd

**** *********** **** ***/***-0780

Frisco, TX 75034 *************@*****.***

Operational Principal

PROFILE

High-capacity executive background in overall business management, call center operations, enterprise solutions, HR and IT systems in diverse consumer-facing industries. Results-driven leadership experience in both start-ups and established organizations including operations, planning, process improvement, crisis management, outsourcing, diplomatic problem resolution, turnarounds and effective networking.

Profitable development and execution of high-impact business plans, along with strategic forecasting, operational execution and corporate restructuring with a confident approach; rapid delivery of significant cost reductions, operational streamlining and improved business procedures.

Expertise in the negotiation and execution of complex internal projects, contracts, compliance and risk management processes, delegating effectively to officers, executives and key decision makers at all levels of matrixed organizations.

Effective hiring, management, mentoring, deployment, and development of top-notch talent at executive, management and staff levels; motivation of multi-discipline teams to achieve peak performance, maintain optimal customer satisfaction, penetrate competitive markets and meet aggressive business objectives.

Ability to quickly digest and synthesize various industry regulations, executive reporting and government requirements; multi-tasking talents in team building, organization, program implementation and attention to detail in time-sensitive situations.

Skilled in cost reductions, organizational development, business analysis, relationship building and contributing as Board member of both internal and external organizations.

AREAS OF EXPERTISE

Strategic Planning ● Call Center Operations ● Performance Metrics ● Market Penetration ● Business Plans ● Board Experience ● Risk Management ● Recruiting ● Financial Reporting ● Process Reengineering ● Operational Streamlining ● Leadership Development ● P&L/Budgeting ● Regulatory Compliance ● Internal Controls

EMPLOYMENT & ACCOMPLISHMENTS

EFA Processing L.P., Frisco, TX 2007 – Present

President and Chief Operations Officer

Effectively provide direction and manage this industry leader with over 200 caring professionals. Coordinate infrastructure development, cost controls, procedural design and regulatory compliance. Identify and exploit BPO opportunities and Internet solutions to continual enhance and maximize products and services.

Increased revenue and profit levels for 3 straight years with over $38 million in revenue and $3 million in profit before taxes; also grew client base from 9,000 to 50,000.

Named among Top 10 US companies by Goldline Research in Forbes Magazine in 2009 and 2010.

Built and deployed a cross-functional team that supported over 100 organizations and their clients, representing over $1 billion in unsecured debt.

Positioned the company to improve service by leveraging an outsourcing partner(s) in various states and countries providing additional capacity of over 100 seats, saving over $1.6 million annually.

DebtXS, Frisco, TX 2003 – 2007

Executive Vice President

Reported directly to CEO overseeing the entire organization for this state-of-the-art consumer facing organization with 200 cross-functional staff. Instituted best practices for consumer protection that became the standard for the debt settlement industry, first accredited TASC member, and deployed top talent in a 150-seat call center.

PAUL F. BOYD Page Two

Ranked as #17 fastest-growing, privately-held companies in Texas in 2005 by Entrepreneur Magazine.

Introduced a custom software platform solution Xware, fully integrated with DocuSign tracking 500 marketing providers and 1,200 prospects each day, while processing over 12,000 clients and handling BPO services for over 12 organizations.

Seamlessly facilitated a complete corporate relocation to Frisco, TX from Addison, TX with optimal market positioning and no loss of productivity.

The Global Group Inc., Columbus, OH 2001 – 2003

Senior Vice President

Co-founder of the organization created to generate and deliver management services and custom enterprise solutions to CEOs of small to medium-size businesses in diverse industry niches. Supervised 100 employees and an $11 million operating budget with full P&L accountability.

Increased dermatology and dermatopathology practice revenue from $1.5 million to over $3 million.

Dramatically improved practice charges 90%, collected revenues 292% and net income 353% in 6 months.

Restructured staff compensation for provider saving over $150,000, while maintaining 100% staff retention.

Combined 2 separate wellness practices, doubling revenue, collection and profits in 4 months.

ICR Services Inc., Livonia, MI 2000 – 2001

Vice President – Operations

Managed day to day operations and human resources for this consumer-facing client base exceeding 120,000 consumers obtained from multi-level marketing sales force.

Effectively trained and motivated staff through innovative programs at multiple sites that supported 38,000 representatives while reducing processing from a 180-day cycle to less than 2 days, with 99.90% accuracy.

Initially recruited 145 workers to fill over 80 temp positions, saving over $400,000 in compensation and hired Director of recruiting to continue maintaining FTE growth to exceed over 300 FTEs.

InstantAutoInsurance/InstantAuto.com, Dallas, TX 1999 – 2000

Director – Call Center Operations

Managed all sales and customer service functions for this leading insurance firm with unique distribution channels and a specialty auto client base.

Implemented and maintained the first call center model to generate Internet marketing leads from online venues such as Autobytel and Quicken Insurance among others.

Instituted best practices and staff sales training that increased close rates from less than 20% to over 40%; also set up a client services team that supported over 300 Ace Cash Express locations nationwide.

Launched into the Arizona and New Mexico markets in the 60 days before promotion to this position.

EDUCATION

DeVry University, Columbus, OH

Bachelor of Business Operations

GROUPS AND ASSOCIATIONS

Frisco Chamber of Commerce 2011 – Present Board Member

Frisco Family Services Center 2011 – Present Board Member

Frisco Resale 2010 – Present Committee Member

Executive Customer Counsel 2006 – Present DocuSign

MHE Home Owners Association 2010 – Present Committee Chair

Bright Elementary Mentorship Program 2009 – Present Mentor

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