DirectorVP of Operations - Executive Resume Search
DirectorVP of Operations - Executive Resume Search
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DirectorVP of Operations Resume


Desired Industry: Executive SpiderID: 21465
Desired Job Location: Las Vegas, Nevada Date Posted: 6/30/2008
Type of Position: Full-Time Permanent Availability Date: ASAP
Desired Wage: 175000
U.S. Work Authorization: Yes
Job Level: Executive (President, VP, CEO) Willing to Travel: Yes, More Than 75%
Highest Degree Attained: High School/Equivalent Willing to Relocate: Yes


Objective:
I am seeking an opportunity that would allow me to contribute to an organization's success using my comprehensive experience in GDS, CRM,IVR solutions and call center design and management, customer service operations, P&L management, project management, collections management, billing operations, and govt. /community relations. I have seventeen years of experience setting up and managing inbound/outbound sales and service call centers. I have specialized in the creation and implementation of sales and customer relation processes that have generated phenomenal sales rates, greater customer satisfaction and higher profitability. As a multi-site Director I have been responsible for the development and management of all processes as well as P&L and strategic direction of the business unit to obtain P&L targets.


Experience:
Summary: I have seventeen years of experience setting up and managing inbound/outbound sales and service call centers. I have specialized in the creation and implementation of sales and customer relation processes that have generated phenomenal sales rates and greater profitability. As a multi-site Director I have been responsible for the development and management of all processes as well as P&L and strategic direction of the business unit to obtain P&L targets. I have managed and call forecasted for 1,000+ seats handling 120,000+ inbound and 450,000 outbound contacts weekly. I have worked for top outsourcing companies such as West and Sunset Direct. I have a strong background in dealing with outsource clients and managing partner relationships.

Westgate Resorts (7/06-Present) Vice President of West Coast Operations
Managed all call center sales for time share programs driving P&L objectives.
Responsible for closed loop sales model beginning at cost per click and SEO while call forecasting web and print marketing to potential callers creating revenue per sale model.
Developed and implemented sales procedures that increased the time share sales close rate from a 22% to 87%.
Technology decisions regarding GDS, Siebel CRM solutions and IVR as well as the company extranet functionality.
Manage market analysis process, training and TQM programs, customer billing, employee compensation models, employee reviews, HR, recruiting, air department and corresponding GDS systems.
Duties also include business development and management of new condominium project converting a portion of Planet Hollywood to time shares.

Travelworm (8/02-6/06) Vice President of Sales and Service, Call Center
Managed all travel call center sales and service programs driving P&L objectives.
Responsible for closed loop sales model beginning at cost per click and SEO while call forecasting web and print marketing to potential callers creating revenue per sale model.
Developed and implemented sales procedures that increased the call center hotel sales close rate from a 22% to 47%.
Technology decisions regarding GDS, Siebel CRM solutions and IVR as well as the company extranet functionality.
Manage market analysis process, training and TQM programs, customer billing, employee compensation models, employee reviews, HR, recruiting, air department and corresponding GDS systems.
Duties also include business development and management of affiliate network with strategic partners such as Vegas.com and Westgate Resorts.

Harris Publishing (4/01-4/02) Sr. Director of Call Center Operations
Director of three-inbound/outbound call centers with 800+ seats and 1,250 employees handling 120,000 inbound and 450,000 outbound telemarketing calls per week for sales and service of school alumni directories.
Developed rep-profiling system that increased inbound sales rate by 20% and outbound telemarketing by 12%.
Responsible for the daily management of sales and customer services goals to obtain P&L target.
Managed critical processes, web and e-commerce support, customer billing, and organization structures.
Created and managed profit & loss, workforce management, workflow and sales processes, compensation model, customer care metrics, manager & rep training, recruiting, employee retention and review process.
Streamlined company research and survey programs, order processing for direct mail, e-mail, and Internet.

West Teleservices (4/00-4/01) Director of Call Center Operations
Director of 700-rep sales and customer service call center marketing products from hotel industry to AT&T services.
Elevated center to #1 in sales and service from #16 within first 90-days.
Responsible for driving sales metrics, management and development of P&L, project analysis, monitoring metrics, vendor relations, employee reviews, HR, recruiting, training, facilities, and center technologies.
Managed floor operations driving sales and service in unison with all departments to ensure goal attainment.

Sunset Direct (4/98-4/00) - Vice President of Sales & Service, Call Center
Managed high tech outbound call center with 300 inside sales and service reps handling database marketing and CRM for multiple outsourced partners including Verizon Wireless, Microsoft, Xerox, HP and Amdahl.
Developed and managed all sales and service programs for multiple clients.
Managed unit profit & loss, sales and contract negotiations along with high level vendor and partner relations.
Created manager development program, compensation model, sales and service and monitoring metrics, training model, employee review process, database infrastructure and business pricing model.
Developed web-based customer interfaces and support, marketing such as direct mail, E-Letter and Internet sales.

AT&T - Lucent Technologies (1/90-3/98) Operations Manager
Floor manager responsible for coaching and development of 250 rep call center providing telemarketing services for AT&T and Lucent products and services.
Developed processes for AT&T programs that increased outbound sales by 15%.
Created and managed all coaching and training processes to drive business goals.
Managed project P&Ls, workflow process creation and management, sales and service objectives, script development, order-processing procedures, call forecasting, reporting, invoicing and training development.

TECHNICAL KNOWLEDGE: CRM solutions - Siebel, Sybase and Oracle. Call management tools - Davox, ACD, IVR, CTI, CMS, CentreView and Meridian. Call forecasting packages - Blue Pumpkin and IEX. GDS systems and Extranets.


Education:
Some college


Skills:
TECHNICAL KNOWLEDGE: CRM solutions - Siebel, Sybase and Oracle. Call management tools - Davox, ACD, IVR, CTI, CMS, CentreView and Meridian. Call forecasting packages - Blue Pumpkin and IEX. GDS systems and Extranets.


Additional Information:
I have managed and call forecasted for 1,000+ seats handling 120,000 + inbound and 450,000 outbound contacts weekly. I have a strong background in dealing with outsource clients and managing partner relationships.


Candidate Contact Information:
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