EXECUTIVE SUMMARY

Accomplished customer relations advocate and operations/customer service manager

experienced in collaborating with national and international business partners
to achieve increased business, revenue, and return on investment (ROI). Diverse
global background in managing teams and projects involving promotional initiati
ves in multiple industries. Proven track record directing multi-million dollar d
irect mail, inbound, and outbound marketing campaigns for Fortune 100 companies.
AREAS OF EXPERTISE
*20+ Years Business Experience *Vendor/Call Center Management *Operations/Custom
er Service Management
*Client Relations Management *Project Management *Process Improvement Manageme
nt
*Business Development *Strategic Planning * Talent Management and Training
*Quality Assurance * Site Assessment and Auditing *Consulting and Speed To Mark
et
PROFESSIONAL EXPERIENCE
ASSURANT SOLUTIONS, Atlanta, GA 2000-2010
Program Support Group Manager (2009-2010)
Managed a team of five professionals responsible for call center business proces
ses, documentation management, knowledgebase management, and telephony systems (
IVR, ACD and CTI) management. Supported call centers worldwide handling five mil
lion extended service contract calls collectively per year for over 50 national
clients (i.e. The Home Depot, Staples, etc.).
Contributed in Assurant Solutions acquisition of the GE Warranty Management Gro
up (WMG) business, a $140 million cash sale, transfer, and conveyance of assets.
This transaction allowed Assurant Solutions to service and market major applian
ces and consumer electronics extended service contracts to this block of busines
s.
Created a strategy that improved communication of process changes and organizat
ion of knowledgebase content to make the tool more intuitive and streamlined red
ucing the structure from two main headings with 60 folders total to one main hea
ding with 18 folders and increasing the number of HTML article hits 50% to over
85%.
Developed a new format for Call Center Process Manuals to ensure only value add
ed content was included and structured in a consistent, intuitive manner which i
ncreased efficiency of use, decreased agent talk time, and improved call center
quality assurance.
Senior Consumer Contact Manager, Vendor Manager (2000-2009)
Managed three Consumer Contact Managers responsible for inbound, outbound, and B
2B (i.e. Assurant Health) call center campaigns supporting various products. Pr
ovided client relationship management to multiple clients (i.e. Dell Financial S
ervices, CompuCredit, etc).
Managed vendor relationships (nine call centers) from start to finish for vario
us clients; including Request For Proposals (RFPs), vendor selection, due dilige
nce, strategic planning and direction, contract and price negotiation, complianc
e, goal setting, training, project management, script writing, invoicing, and ve
ndor cessation.
Presented marketing strategies and implementation plan for process improvement
to Fortune 100 companies (i.e. American Express International, Chase Manhattan B
ank, etc).
Introduced an upsell initiative that improved call center sales performance as
much as 25% for one of our customer initiatives.
Increased sales penetration by 87.4% by the fourth month and increased conversi
on rate by 84.7% during the same period for one of our client campaigns.

ASSURANT SOLUTIONS (continued)

Managed the inbound campaigns for the following clients: Alliance Data Systems
(20 specialty/brand stores), Sharp Electronics, Household Mortgage Services, USA
A, Fingerhut, MediaOne (11 Small Business Units), and Membership/Tag Sales which
included 31 product lines.
Managed the outbound campaigns for the following clients: Chase Manhattan Bank
($210 million in annual revenue, 24 million leads per year), BankOne ($100 milli
on in annual revenue, 15 million leads per year), CIT, CompuCredit, (successfull
y produced a 452% ROI), Dell Financial Services, First USA, Citibank, MBNA, Wash
ington Mutual, and EarthCare.
ADDITIONAL RELEVANT EXPERIENCE
Launched several near shore and offshore call center campaigns in the Dominican
Republic, India, and Costa Rica including completion of global on-site company
audits. Transitioned 66% of one clients leads (customer base) from onshore to o
ffshore vendors.
Managed one operations/customer service department with a staff of 30 associat
es, 820 accounts, serving 286,000 customers in 45 states and 1 foreign country.
Managed a second operations department with a customer base of 329,000 customer
s. Managed a third customer service department that supported a customer base of
$162 million in annual sales.
Grew monthly revenue for one Inbound Call Center Campaign from $200,000 to $2,0
00,000 (86,000 production hours per month) within a six-month period.
Played a key role in relocating three financial institutions to Atlanta, GA.
Improved productivity for one Health Claims Department by 45% through a series
of projects that reduced claims staff by 35% and headcount by nine associates. I
mplemented a quality program which increased work quality from 81% to more than
98%. Decreased departmental backlog from three months to less than a 5-day serv
ice standard.
Gained corporate financial support from 38 Chief Executive Officers as a United
Way Loan Executive.
EDUCATION
Bachelor of Arts, Business Administration, Clark Atlanta University, Atlanta, G
A
Human Resources, Finance, and Entrepreneurship Concentrations
Event Coordination Certification, Georgia Perimeter College, Decatur, GA
OTHER COURSES AND WORKSHOPS
*Managing Chaos *Call Center Process Standardization *Myers Briggs
*Business Writing 2 *Project Management *Predictive Dialer Training
*Assertive Management *Sales Presentations That Deliver Results *Participation
Management
*Quality Control Analysis *Operations Management Consulting *Metric (Goal Sett
ing) Training
PROFESSIONAL AFFILIATIONS
Member of the 2010 Assurant Solutions Work From Home Steering Committee
Board of Directors - SCATA, 2010/2011
Board of Directors - Still Waters Youth Sinfo Nia Orchestra/Dance Company
Board of Directors - Alpha and Omega International, LLC
 Cambridge Whos Who
Atlanta Jaycees
Big Brother/Big Sister
United Way LE, United Way Strategic Planning & Resource Distribution Task Force
AWARDS
*2010 FFICC Commitment Award *2010 GE Migration Recognition Award
*Two Prestigious Assurant Solutions ICUE Awards *Outstanding Young Men of Ameri
ca Award