Drake University

General Manager, E-Commerce & Consumer Experience, North America at The Goodyear Tire & Rubber Company

Leading transformation of Goodyear, North America contact center business to enhance consumer experience and support increasing E-Commerce initiatives.

The Goodyear Tire & Rubber Company

General Manager, E-Commerce & Consumer Experience, North America

Providing consulting services for the largest auto insurance provider in the industry.

TEKsystems

Contact Center Business Analyst

Managed the performance of 500 admissions advisors in three sites
Led redesign of student acquisition model, resulting in 2X conversion rate improvement
Responsible for the development and growth of warm transfer vendor segment 
Took underperforming Phoenix site from worst to first in 1.5 years 
Effectively reduced cost per enrollment by 20%

Kaplan University

Executive Director of Admissions and Channel Management

Oversee the admissions call center function for Kaplan University
Responsible for the development and production of directors and associate directors
Accountable for maintaining and adhering to established service levels
Developed annual operating plan designed to increase student matriculation and improve quality interactions with prospective students while reducing cost per start
Designed, developed, and implemented coaching process across the enterprise
Work closely with key cross-functional leaders, such as recruiting, call center solutions, IT, and operations to maximize objectives
Close working relationship with vertical vice presidents in an effort to execute growth plans for various undergraduate degree programs
Developed admissions “Balanced Leadership Scorecard” to more effectively evaluate both qualitative and quantitative results

Executive Director of Admissions

Complete P&L responsibility for five sites that comprised the eTelecare US region
 In charge of the implementation and execution of several initiatives that increased the overall gross margin percentage across the eTelecare Global Solutions client mix by 10%
 Re-engineered the performance-based compensation plan through the development of scorecards that aligned with both the internal operating plan and bank covenents
Developed transition team merging Manila-based eTelecare with domestic-based Phase Two
Responsible for integrating standard operating procedures across 11 eTelecare sites
Reduced U.S. operating costs by $1.2 million in 2005
Re-engineered recruit/select/train/retain processes; reduced turnover by 30% 
Led global employee value initiative “Day One Through 45”; re-engineered employee on-board process 
Selected and guided a project team, which reduced average handle time by 90 seconds; reduced ASA by two minutes; raised customer satisfaction from 72% to 88% in a 90-day period; increased agent “on board” compliance time from 74% to 92% in a 90-day period 
Developed a strategic capacity plan for U.S. and Philippine regions; implemented methodology to forecast seats, agents, and leaders on a weekly, monthly and quarterly basis
Worked closely with real estate partner Trammel Crowe to add 650 incremental seats in the U.S. and 540 incremental seats in the Philippines 
Selected and led a team to update Business Continuity Plan to better address all SEV1 outages 
Re-engineered applicant sourcing process in an effort to redefine applicant profile; oversaw $150,000 media budget

eTelecare Global Solutions

Vice President of US Operations (now Stream Global Services)

Developed strategic and business plans, and led organization through funding, staffing, and operations start-up
Held full responsibility for finance and budgeting, client services, quality assurance, IT, human resources, sales, marketing, and operations management
Oversaw daily operations of four inbound and outbound call centers with more than 500 seats 
Provided comprehensive updates to Board of Directors on a quarterly basis

WBS Interactive

Led organization through tremendous growth, enabling sale of company for two times the revenue
Created a business model with an all-in cost of $17.50 per hour while generating 20-25% EBITDA
Piloted a successful turnaround strategy, re-engineered business model, and recruited management team to implement key tactics and initiatives
Built North Dakota operation and launched several call centers within 60 days of signing lease

Z-Tel/Directel/IDRC/Promark One

Vice President Call Center Operations

Charged with developing and implementing a business plan focused on outsourcing 120,000 hours of outbound telemarketing per month
Recruited and managed 10 site managers responsible for working cooperatively with each vendor
Orchestrated achievement of over $2.8 million in monthly revenues and consistently outperformed in-house group, by developing contracts with 10 teleservices agencies to sell residential and B2B long distance products

Telecom USA

Director of External Teleservices

Held concurrent management accountability for two 250-seat call centers with outbound sales/customer contact, inbound customer service, billing/collections, and training functions

Marius Stitzer