Sunteți pe pagina 1din 2

Paul L.

Fairbrother
137 Greencrest Drive
Ponte Vedra Beach, FL 32082
904-543-0575 (H)
904-610-5331 (C)
paullfairbrother@gmail.com
SUMMARY: Senior operations leader in the call center industry accomplished at le
ading large, global organizations to achieve breakthrough revenue, profitability
and performance gains. Excellent client relations, leadership, and operations s
kills, with extensive sales experience.
PROFESSIONAL EXPERIENCE
TRG - Customer Solutions, Jacksonville, Florida
Senior Vice President of Service Delivery (2009)
Overall responsibility for four call centers with over 1000 employees. Managed o
perations and client services in meeting client and company defined goals. Portf
olio was in excess of $35M accounting for over 30% of company's revenue.
* Organization moved to the service delivery model. Very supportive of the move
as it maximized accountability for client and financial performance.
* Grew portfolio by 100 percent by exceeding performance targets with two major
customers - Apple and at&t.
Executive Vice President Client Services (2008-2009)
Responsible for client services organization including over 300 customers and fi
fteen client services personnel.
* Led initiative to exit less profitable business. Increased Revenue Per Hour by
10 percent and exceeded revenue plan.
* Right sized organization in first month at TRG. Eliminated over 10 positions
while maintaining client satisfaction.
* Standardized program implementation process. Utilized new process on key clien
t programs.
* Negotiated Statement of Work with three key customers accounting for over fift
y percent of company's revenue - Verizon, at&t, and Apple.
Computer Generated Solutions, Atlanta, Georgia
Senior Vice President of Operations (2006-2008)
Overall responsibility for call center division that consists of four locations.
Included operations, client services, human resources, Information Technology,
training, quality and facilities. Programs generated in excess of $35 million
in annualized revenue. Position reported into the CEO
* Expanded relationship with largest client, IBM, by adding Canadian and EMEA su
pport for Lenovo.
* Implemented Balanced Scorecard management approach across portfolio. Exceeded
revenue and margin targets. Promoted from VP to SVP within six months of joinin
g CGS.
Convergys Corporation (formerly known at AT&T American Transtech), Jacksonville,
Florida
Vice President/General Manager (2004 - 2006)
Managed operations and client support of DIRECTV. Scope of accountability cover
ed operations, IS, sales and business development, HR, training, finance and qua
lity. Relationship generated in excess of $200 million in annualized revenue. O
rganization consisted of over 7,000 employees. Client was largest program at Co
nvergys.
* Renegotiated contract that led to additional revenues while maintaining profit
targets.
* Directed global organization consisting of eight call centers - six U.S. based
, two in the Philippines.
* Exceeded both revenue and profitability targets.
* Reduced annualized employee attrition by 40% points.
* Sold additional services to the client and improved overall client satisfactio
n.
Vice President - Operations (2001 - 2004)
Managed operations and client interface for AT&T Wireless, the largest account a
t Convergys. Organization had over 10,000 employees across ten locations in Nor
th America and India. Program billed over $250 million annually.
* Negotiated extension of contract.
* Grew business by over 2000 seats (60% growth) in five call centers during tenu
re on the account.
* Managed global organization across ten locations in the U.S., Canada and India
.
* Supported Care, Inbound Acquisition, Data Entry, and Retention programs.
* Exceeded revenue and profitability targets.
Executive Director - Operations (1998 - 2001)
Managed inbound customer care and sales organization consisting of 3500 employee
s supporting AT&T. Responsible for all facets of the business - from customer i
nterface to meeting internal and client measurements. Traffic supported across
seven U.S. call centers.
* Revenue exceeded $100 million in annual billing.
* Business grew by more than 92% in one year - expanded operation from three loc
ations to seven.
* Achieved a nine out of a possible ten CSAT rating from clients.
AT&T American Transtech, Jacksonville, Florida
Director Service Excellence, (1996 - 1998)
Managed a 900 person inbound, outbound, and order provisioning organization supp
orting AT&T's efforts to acquire and retain business and consumer clients.
* Billed in excess of $40 million in annual revenue while exceeding profitabilit
y targets by over five percent.
* Opened and managed a new 392-seat call center in Jacksonville, North Carolina.
Hired, trained, and developed all managers in the site. Supported multiple pr
ograms (AT&T, Federal Express, Wachovia). Achieved 9+ CSAT ratings from all cli
ents while exceeding financial objectives.
Prior Positions:
Service Delivery Manager - AT&T American Transtech
Various Sales and Staff Positions at AT&T
Education
Wake Forest University, Bachelor of Science - Business Administration

S-ar putea să vă placă și