Business Operations Manager

MICHAEL A. GARRISON

P.O. Box ****

Pine Valley, CA 91962

Home/Fax: 619-***-**** ****.********@***.*** Cell 619-***-****

http://www.linkedin.com/in/1mikegarrison

VP Business Operations, Director Business Operations, Director Customer Service Call Center Operations, Manager Call Center Operations, Manager Business Operations

PROFESSIONAL SUMMARY

High achieving Executive with history of success in designing results oriented processes for creating service relationships (sales and service support) and operational departments (inbound call center, task oriented call center and sales oriented call center); extensive direct involvement in promoting/motivating teams where performance and efficiencies were dramatically measured and developed with emphasis on team excellence; very efficient in handling multi-tasked environments with remote teams where complex and innovative solutions are required for problem solving; driven in developing the expertise of personnel through training or other leadership opportunities; highly effective at building long-term customer relationships both internal and external.

AREAS OF EXPERTISE

Over 20 years of customer relationship management experience including 7 years of call center management experience

Seasoned senior level manager with significant experience in:

Personnel Training and Development

Vendor Relationship Management

Multiple Call Center Site Management

Customer Relationship Management

Sales Management

Excellent communicator with the necessary presentation and project management skills which result in driving successful business results and customer satisfaction

Efficient at driving change and influencing individuals at all levels of the organization where appropriate risks were engaged

Ability to develop collaborative relationships for developing business partnerships which ensured profitability and improvement of business processes

ACCOMPLISHMENTS

Developed sales for the Home Depot markets supported by Culligan International in the West Region by a positive 92% comp (year over year)

Contributed $50,000,000 in sales to the Home Depot Retail stores through effective management of the Installation programs in the assigned Markets

Project Managed the opening of a 700 seat call center for the Home Depot

Created uniform operating procedures for the Home Depot Customer Contact Centers

Achieved a 9.2 rating on a 10 point Voice of the Customer scale (Highest rating in the Home Depot Services organization for the month of December, 2007)

EXPERIENCE

The Garrison Solution, Pine Valley, CA 2011 – Present

Owner Independent Contractor

Consultant for Call Center Management

Provided EasyTurf Corporation the processes, scripts, goals and training to become a Customer Service/Sales driven Call Center

Developed relationships with key officers of the company

Culligan International, Rosemont, IL 2010 – 2010

Regional Sales Manager, Western Region

Launched and developed the Water Treatment Install program for the Home Depot account in the Western Division

Managed District Managers to achieve Key Performance Indicator’s indicative of their success

MICHAEL A. GARRISON PAGE TWO

Developed relationships with key Regional management of the Home Depot

Set goals for the District Managers and Sales Managers

Collaborated with the corporate executive team to develop new processes that drove lead and appointment generation to goal attainment

Kaiser Permanente, San Diego, CA 2009 - 2010

Team Manager, Small Business Accounts

Lead a business team to service the Health Care benefit program for small business

Managed four large teams (over 60 associates) including Supervisors to call center standards

Successfully lead a team in a LMP (Labor – Management – Partnership) environment

HOME DEPOT, Atlanta, GA 1992 – 2008

Market Services Manager, Inland Desert/Palm Springs 2007 - 2008

Managed the Services Business for one of the top 40 markets in the Home Depot company

Responsible for managing 31 Services Programs which included Sales Plan Projections and Margin attainment

Measured on the achievement of Sales Plan and Margin accomplishment.

Managed the Service Provider acquisition, support and accountability of over 65 Service Providers

Drove sales through the Home Depot network of 31 stores

Managed District Services Managers who are responsible for the customer resolutions in the field

2008 achieved 98% sales plan and 101% margin contribution

Senior Manager, Call Center Operations 2001 - 2007

Managed multiple call centers; Chicago, Dallas and San Diego

Managed four Call Center managers with a total of 17 supervisors and 300+ associates

Maintained relationships with more than 160 stores

Developed uniform business process – (Rules of Engagement)

Developed associate recognition program – (Circle of Excellence)

Provided team members with guidance, motivation, and discipline to consistently achieve sales and customer satisfaction

Developed process plan to enlarge the Call Center operations in other areas of the country

Drove Sales to reach $52+ million in 2003

Call Center Manager, Centralized Installed Sales 1999 - 2001

Built and staffed the Centralized Installed Sales call center for the Home Depot

Managed 30 associates that served 15 stores

Developed relationships with over 50 vendors

Assistant Manager, Home Depot Retail Stores/Call Center 1992 - 1999

EDUCATION

BA, Social Science, San Diego State University, San Diego, CA

AS, Math, Southwestern Community College, Chula Vista, CA

Program in Business Development, Southwestern Community College, Chula Vista, CA

CERTIFICATE

B2G Institute - Certified Business-to-Government Specialist

Home Depot - Continuing education in Leadership/Management

Culligan International - Sales Management

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