Global Sales and Marketing Management Executive

JEFFREY M. MILLER

*** ***** ****** ♦ Chandler, TX 75758

Home: 903-***-**** ♦ Cell: 903-***-**** ♦ E-mail: ****@**************.***

PROFESSIONAL SUMMARY

Seasoned Global Sales and Marketing Management Professional with 17+ years leadership experience ♦ Efficiency specialist with strong background in call center sales and operations ♦ Virtual office expert ♦ Top performer, adept at building and managing high-performance sales and operations teams ♦ Charismatic leader with a track record of implementing best practices and improving operational KPIs ♦ Organized, take-charge executive with exceptional follow-through and attention to detail ♦ Effective communicator who works well with individuals on all levels ♦ Energetic leader who thrives in a high-expectation, high-stress environment ♦ Metrics-driven, multi-site operational manager ♦ High tech sales, customer service and support specialist, driving increases in customer satisfaction scores ♦ Skilled technology and networking analyst

CORE COMPETENCIES

P&L responsibility ♦ Site start-ups, consolidations, and turnarounds ♦ Sales forecasting ♦ BPO ♦ Revenue generation ♦ Reporting ♦ Strong client-facing skill-set ♦ Management of multiple contract-based customers with stringent SLAs ♦ Vendor management ♦ Deep knowledge of client acquisition and retention programs ♦ Workflow management ♦ Staffing, training, employee development and retention ♦ Comprehensive knowledge of CRM solutions and technologies ♦ Passionate about exceeding corporate and customer expectations ♦ Meticulous about quality control ♦ Creative and inspiring entrepreneurial spirit ♦ Business process mapping ♦ Process reengineering across front and back-end functions ♦ Development and execution of Key Business Initiatives ♦ Vertical expertise includes telecom, technology, healthcare, retail, insurance, and financial services

PROFESSIONAL EXPERIENCE

INDEPENDENT CONSULTING SERVICES Chandler, TX

Privately held consulting firm providing comprehensive leads/list development, marketing/campaign design, printing, and mail fulfillment services for top 125 consumer markets in the US. Offerings focus on full range of homeowner move processes including home listings, pending sales, and new homeowners/new movers. Offerings also include small business computer/network consulting services, technology acquisition and installation.

Principal/Owner – Jul/2008 – Present

Responsible for all aspects of consulting practice business including sales, marketing, deliverables, and quality.

• Marquee clients include Verizon, Suddath, and Graebel.

• Provides scrubbed lead generation for a national moving company, increasing revenues by 32%.

• Decreased national moving company’s direct mail by $2MM annually, increasing their revenues by 21%.

• Serves as exclusive leads provider for the 2 largest moving companies in the US.

• Helped multiple companies reduce their IT infrastructure costs by 50%.

• Reduced IT costs for $5MM a year company by 1,000%, while increasing reliability and customer satisfaction, producing 100% client satisfaction.

CAG GROUP Tyler, TX

Entrepreneurial start-up provider of sales and marketing office relocation leads, business intelligence, training, and consulting in 100 markets throughout the United States, Canada, and Europe.

President/CEO – May/2004 – Oct/2009

Total oversight of company ramp-up including site selection, sales, operations, finance, HR, quality assurance and facilities/maintenance; developed and implemented company strategy, including long-term and short-range objectives, revenue generation, and operating plans. Managed all vendor contracts and relationships.

• Marquee clients included Verizon, Avaya, Nortel, HON, IBM, and Brinks.

• Secured $1MM venture capital funding for start-up company. Maintained net profitability of 30%.

• Leveraged market analytics to grow revenues from zero to $1MM in first 12 months.

• Generated $3MM annually at peak with an average sale of $1,000.

• Hired and trained management team; grew staffing head count from zero to 100 employees in 3 months.

• Designed and implemented Virtual Office capability, moving all employees to a work-from-home environment, saving $250K annually.

• Created and managed in-house call center team of 90 telemarketers to research and develop leads.

• Built business model and products to obtain 30% net profitability margin.

• Maintained 94% customer retention at time of acquisition in October 2009.

• Designed and implemented the industry standard in customer education for product management.

• Trained and managed 10 Account Executives, averaging 100+ new clients per month in first 12 months.

• Implemented sales and marketing strategies, generating $2.6B in revenue for client companies in 2008.

• Conducted 100 webinars annually, increasing customer loyalty and retention from 60% to 90%.

• Developed proprietary internet analytics, deploying pay-per-click advertising, yielding 400% ROI.

• Created a paperless CRM system, efficiently managing all sales functions, accounting, product fulfillment, product scheduling, payroll, and time clock.

• Sold company at a profit in August 2009.

CLIENTLOGIC (ACQUIRED SITEL IN 2009) Andalusia, AL

$1B global provider of Business Process Outsourcing (BPO) customer care services to Fortune 500 companies. Offerings include customer acquisition, back-office processing, collections, and technical support.

Site Vice President – Apr/2003 – Sep/2004

Reported to Senior Vice President and to COO, managing 2 separate divisions simultaneously. Responsible for all aspects of 600-seat inbound technical support and insurance vertical contact center including staffing, training, QA, client relations, operations, HR, IT, and facilities management.

• $12MM budget; managed 40 direct reports and 1,500 indirect reports.

• Grew the site from 35 FTE to 1,500 FTE.

• Marquee clients included Dell, Blue Cross/Blue Shield of Florida and Illinois.

• International experience included India and the Philippines.

• Responsible for all of Dell’s repeat dispatch metrics, reducing repeat dispatches by over 50% and increasing first-call fixes, improving C-Sat scores from 70% to 92%.

• Designed and implemented employee retention initiatives including recruiting and training, reducing attrition by 86%.

• Key driver in developing a billing and incentive program, exceeding KPIs and increasing company revenue by 30% for above goal performance.

• Grew annual revenue by 300% within one year.

• Managed 100% of Dell tech support for all lines of business except Enterprise servers.

• Launched new insurance vertical business unit, increasing revenue by 10%.

• Secured $28MM account, largest in company history, and grew it 10-fold, generating 70% of total business.

• Increased profit margins from 20% loss to 34.8% profit within 1 year to become #1 call center.

GENUITY (Acquired by Level3 in 2002) Woburn, MA

A $1.2B spin off from GTE, this internet communications provider offers high-speed internet and networking services to large corporate and government customers.

Teleservices Manager – May/2000 – Mar/2003

Reported to Vice President, Marketing. Director-level responsibilities including lead generation, customer care, sales operations, analytics, vendor management, e-mail, and web contact services.

• Responsible for $5MM budget; managed 10 direct reports, 200 indirect-reports inside sales and field-sales reps, and 2 outsourced vendors.

• International experience included Ireland, the UK, and Canada.

• Built $500MM sales pipeline and $90MM in new recurring revenue.

• Managed vendor outsourcing for 24/7 customer care for new customers/prospects, renewals, upgrades, and Help Desk CRM.

• Served as Call Center SME to Executive Management.

• Designed and implemented Siebel for Sales and Marketing, and office correspondence.

• Managed Siebel business, marketing, correspondence, and opportunity tracking.

• Tripled revenue pipeline to $500MM in 1 year, growing new revenues by 180%.

• Improved customer contact and quoting process from 3 days to 90 minutes, leading the industry.

• Slashed costs by 60%, from $75/hour to $29/hour.

• Improved sales follow-up from 30% to 100%.

SITEL ( Acquired by ClientLogic in 2009) Huntington, WV

A $1B provider of customer care Business Process Outsourcing (BPO) services to Fortune 500 companies. Offerings include customer acquisition, back-office processing, collections, and technical support. Sitel employed 65,000 employees in more than 145 facilities worldwide.

Site Director – Sep/1999 – May/2000

Reported to Director of Operations. Managed all aspects of 150-seat outbound call center operations including staffing, training, operations, sales operations, quality, IT, HR, and facilities management.

• $9MM P&L responsibility; managed 25 direct reports and 450 indirect reports.

• Dedicated marquee client was JCPenney Insurance.

• Led site to company’s #1 insurance call center ranking (out of 6), with highest insurance-agent-per-state ratio in the company.

• Improved employee turnover from 270% to 185% (v. 200% industry average), boosting profit margins to 30%.

REESE BROTHERS, INC Oil City, PA

One of the ten largest teleservices companies, providing outsourced call center solutions including outbound telesales, inbound customer services, Web-enabled services, list development, database management, and marketing services, including brand-enhancing.

Site Director – Sep/1998 – Sep/1999

Reported to Vice President, Operations. Responsible for 175-seat outbound call center including staffing, training, IT, quality and payroll operations. Recruited to diversify company’s client base.

• Departmental budget responsibility; managed 30 direct reports and 375 indirect reports.

• Marquee clients included Fleet Bank, Childrens Wish, and BMG.

• Secured $40MM account (company's largest) in new industry (Fleet Bank).

• Improved employee attrition.

TELEQUEST TELESERVICES Wichita Falls, TX

Teleservices company, providing outsourced customized TeleSales and Customer Support solutions including telesales, fulfillment services, lead generation, database maintenance, and web-based customer service.

Site Director – Mar/1993 – Sep/1998

Reported to Vice President, Operations. Managed all operational aspects of multi-site 200-seat blended call center. Delivered operational turnaround for 2 call centers; managed 1 center startup.

• P&L responsibility; managed 50 direct reports over 2 sites.

• Marquee clients included Sears, JCPenney, Pizza Hut, Wall Street Journal, NY Times, and First USA.

• Improved employee retention.

• Early positions held: Operations Manager; Trainer; Senior Supervisor; Supervisor; Customer Service Representative.

EDUCATION

MIDWESTERN STATE UNIVERSITY, Wichita Falls, TX

Coursework in Bachelor of Arts studies (75% complete), Business Administration

PROFESSIONAL DEVELOPMENT, NOTABLES

• Certified Microsoft partner

• CRM proficiencies include Avaya, Blue Pumpkin, Siebel, Salesforce.com, Nortel, EIS, and design and develop custom CRM programs.

• International experience includes the Philippines, India, Canada, Ireland, Europe and Egypt

• Willing to consider domestic and international relocation

• US Citizen

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