A technically-oriented and accomplished contact center operations leader, project manager and strategist with a successful history of building and managing services organizations, managing high-level technical integration projects, running large operations, and growing and scaling operational and technology infrastructure. |
Detail oriented, innovative executive with over 20 years of extensive business development experience within highly competitive markets. Analytical strategist skilled in successfully navigating organizations through periods of accelerated change. Collaborative communicator continually focused on building relationships and promoting synergy across business lines and global units to drive positive change. Exhibits cohesive, comprehensive business approaches that lead to enhanced profitability. Areas of Expertise include:
ü Strategic Planning ü Staff Training & Leadership ü Revenue & Profit Growth
ü Project Management ü Relationship Building ü Business Development
ü Sales Planning & Marketing ü Risk Mitigation ü Problem Resolution
EXPERIENCE & NOTABLE CONTRIBUTIONS
Kaplan Test Prep " New York, New York " 2005-Present
EXECUTIVE DIRECTOR-OPERATIONS (2012-PRESENT)
KEY CONTRIBUTIONS:
" Drive sales of approximately $200M by providing exceptional service, and efficient accounts receivable management for over 600K customers annually.
" Oversee hiring and training process while directing a call center operations team of over 180 employees and a budget of $12.4M.
" Identified and implemented an Order to Cash process for institutional customer base to reduce A/R by 50% ($4.7M) and uncollectible revenue reduced by 70% ($1.4M).
" Led integration of Dev Boot Camp, a $16M acquisition into the Kaplan infrastructure: Human Resources, Finance, Legal, and Operations.
" Slashed costs by $3.3M annually by relocating contact center to low cost market, improving the customer experience, and leveraging new staffing models.
EXECUTIVE DIRECTOR- STRATEGIC INITIATIVES (2009-2012)
KEY CONTRIBUTIONS:
" Leveraged both, agile and waterfall project management technique for implementing large scale technical infrastructure initiatives to reduce operating expense by $900K annually.
" Cut annual service costs by $800K with the launch of a customer self-service portal and customer facing self-help knowledge base.
" Project manager for deployment of cloud based multi-channel telecom solution for the customer care center to increase agent efficiency in telephony, chat, and email while reducing capital expense and handling 1M interactions annually.
" Drove out $800K in expenses annually by focusing on staffing, shipping, and centralization of tasks while improving quality and efficiency.
EXECUTIVE DIRECTOR- NATIONAL OPERATIONS (2007-2009)
KEY CONTRIBUTIONS:
" Accountable for leading daily operational support activities through directing a team of 30+ direct reports, matrix managing 160 field locations and owning a budget of $14M annually .
" Owner of financial operations and systems, field support, technology support, BCP, and national policy and procedure reviews for $600M annual revenue stream.
" Responsible for reducing turn-around time of availability for marketing leads by 3 days improving conversion rates by 10%.
DIRECTOR SERVICE OPERATIONS (2005-2007)
KEY CONTRIBUTIONS:
" Directed a team of over 50 call center managers and associates with a $5-million dollar annual budget.
" Developed training curriculums, documentation procedures, performance requirements, staffing models and budgets in support of answering 200,000 customer contacts.
" Supported business unit product improvements through supply of data and causes of customer impacting issues.
AT&T " New Jersey " 1993 2005
PROJECT MANAGER MOBILITY SERVICES (2004-2005)
KEY CONTRIBUTIONS:
" Served as the lead interface with vendor for AT&Ts reentry into the $130B wireless market.
" Liable for the end-to-end project planning and status communication with the executive leadership team.
" Directed over 15 different functional operational reviews and 6 functional teams in defining business requirements.
GENERAL MANAGER (2002-2004)
KEY CONTRIBUTIONS:
" Led national 1800-CALLATT ad-campaign and supported cross-functional team efforts in revenue generation of $300M and profit maximization with $125M in two-years time.
" Managed all aspects of creating and implementing business plan, $115M budget and income statement through leading four external agency partners and eight internal partners.
" Created and analyzed leading indicators for performance on a daily, weekly and monthly basis, ensuring actual performance of $15M in monthly revenue was in line with forecasts.
CALL CENTER MANAGER RISK MITIGATION & FRAUD PREVENTION (1999-2002)
KEY CONTRIBUTIONS:
" Accountable for business operations, supervision, scheduling and budgeting for Network Fraud Consumer Center.
" Lead a team of 200+ employees engaged in data analysis to reduce AT&Ts risk exposure.
" Surpassed productivity projections: increased account investigation by 280% and slashed operating costs by 19%.
BILLING PROJECT MANAGER- CONSUMER SERVICES (1997-1999)
KEY CONTRIBUTIONS:
" Created time and cost models, budgets, testing and implementation plans to support $400M revenue stream.
" Integrated and consolidated Consumer Billing Operations and AT&T Wireless Services for an $8M annual savings.
" Directed the standardization of AT&T bill formats, the consolidation of multiple print facilities, and various other projects to reduce yearly costs by $6.5M.
BILLING OPERATIONS (1993-1997)
KEY CONTRIBUTIONS:
" Supported the Consumer & Small Business Bill through equipment and material acquisition development of specifications for marketing inserts, and budget management for 30M invoices and $600M in revenue.
" Supervised four vendors contracts in excess of $50M and provided requirements with a focus on quality and just-in-time inventory management.
" Identified and resolved systematic billing errors through root cause analysis to reduce write-offs by 9% and decrease new error volume by 23%, reducing uncollectible revenue by $3M annually.
EDUCATION
Masters of Business Administration Management
Fairleigh Dickinson University | Madison, NJ | 1997
Bachelor of Arts in History
Villanova University | Villanova, PA | 1993
Training and Development:
AT&T Emerging Leaders Program
Six Sigma Green Belt |
