Russ Sandlin

Current

Head - Call Center at Gulf Bank Kuwait
COO at Benprise LLC

Past

Vice President-Operations/COO at Rising Data Solutions
COO Ortigas Philippines HAS Communications Contact Center at Trapik.com - HAS Communications, Inc.
Director Libis, Philippines at Hinduja TMT Philippines

Country Manager Quezon City, Philippines at NCO Financial Systems
Director Philippines on site at People Support at Advanced Call Center Technologies
General Manager - Chennai, India at Sutherland Global Services Pvt Ltd
General Manager at ACS Juarez, Mexico
Director Contact Center for Earthlink for Knoah Hyderbad, India at Earthlink
General Manager Islamabad, Pakistan at Touchstone Communications
Consultant at Renaissance International
Consultant Qatar and Dubai at Pacific Wave
Senior Manager at Dell
Operations Director at NCO Financial Systems - OSI, IPI for AT&T
Assistant Vice President at Bank of America
Collections Manager at Chase Manhattan
Section Manager at HSBC (Household Credit Services)
Credit Sales Manager at Snap-On Tools
Operations Manager at Barclays PLC
Telemarketing Agent part time at MBNA - Bank of America
Customer Service Agent at Bank of New York

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17 more...

Education

Excelsior College
Saint Joseph's University
Neumann College

University of Delaware
caesar rodney
Ben Eielson HS

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3 more...

Recommended

91 people have recommended Russ

Connections

500+ connections

Industry

Banking

Websites

Russ Sandlin’s Summary

Over Twenty-five years of contact center management experience with emphasis in utilizing people, processes & technologies to optimize results. A self-starter experienced in motivating a large staff to help them reach their full potential.

KEY ACCOMPLISHMENTS

§ Managed all phases of operations for large contact centers in Mexico, India, Pakistan, Dubai, Qatar, Philippines Ghana, China, Kuwait & US
§ Retained large Technology Company Financial Arm in Philippines Call center saving contract from point of 30 day notice of separation
§ Launched & managed 5 different large programs successfully in two different Philippine call centers
§ Ramped & managed 200 person India Voice Technical Support Contact Center servicing EarthLink customers in 3 months
§ Managed Technical Support Outsourcing for Corporate Accounts for Leading Computer Manufacturer
§ Managed Desktop Technical Support for Leading Direct Computer Manufacturer
§ Directed 700 person Telephone Billing, Sales & Service Center for Local, Long Distance, Wireless & Internet Accounts
§ Managed Davox (Concerto) & Voicelink (Avaya) Dialers to increase collections & sales performance to reach ad exceed all goals
§ Consistently managed call centers to reach & far exceeded goals for P&L, Credit Quality, Collections, Sales, & Customer Satisfaction for over 25 years

Russ Sandlin’s Specialties:

Offshore BPO, Call Centers Worldwide

Russ Sandlin’s Experience

Head - Call Center

Gulf Bank Kuwait

(Public Company; GBK; Banking industry)

September 2008 — Present (1 year 3 months)

Head of Call Center for 46th largest GC company and leading ME bank.
COO

Benprise LLC

(Partnership; 1-10 employees; Outsourcing/Offshoring industry)

September 2001 — Present (8 years 3 months)

Offshore consultant for callcenters in Korea, Philippines, Australia, Dubai, Qatar, Pakistan, India, Ghana and Mexico.
Vice President-Operations/COO

Rising Data Solutions

(Privately Held; Outsourcing/Offshoring industry)

July 2007 — December 2007 (6 months)

Operations Head for Contact Center in Accra, Ghana
COO Ortigas Philippines HAS Communications Contact Center

Trapik.com - HAS Communications, Inc.

(Privately Held; Broadcast Media industry)

May 2006 — September 2007 (1 year 5 months)

One of 3 owners for boutique call center
Director Libis, Philippines

Hinduja TMT Philippines

(Outsourcing/Offshoring industry)

June 2006 — January 2007 (8 months)

Contracted to handle the Dell Battery Recall, also helped to aquire business with Citigroup, HSBC, Dell and Dodo.
Country Manager Quezon City, Philippines

NCO Financial Systems

(Privately Held; Financial Services industry)

2005 — 2006 (1 year )
Director Philippines on site at People Support

Advanced Call Center Technologies

(Privately Held; Outsourcing/Offshoring industry)

2005 — 2005 (less than a year)
General Manager - Chennai, India

Sutherland Global Services Pvt Ltd

(Outsourcing/Offshoring industry)

2005 — 2005 (less than a year)
General Manager

ACS Juarez, Mexico

(Public Company; ACS; Information Technology and Services industry)

September 2004 — January 2005 (5 months)
Director Contact Center for Earthlink for Knoah Hyderbad, India

Earthlink

(Public Company; Outsourcing/Offshoring industry)

2004 — 2004 (less than a year)
General Manager Islamabad, Pakistan

Touchstone Communications

(Privately Held; Outsourcing/Offshoring industry)

October 2002 — January 2004 (1 year 4 months)
Consultant

Renaissance International

(Banking industry)

2001 — 2004 (3 years )
Consultant Qatar and Dubai

Pacific Wave

(Outsourcing/Offshoring industry)

2002 — 2002 (less than a year)
Senior Manager

Dell

(Public Company; 10,001 or more employees; dell; Computer Hardware industry)

1998 — 2001 (3 years )
Operations Director

NCO Financial Systems - OSI, IPI for AT&T

(Public Company; Financial Services industry)

1996 — 1998 (2 years )
Assistant Vice President

Bank of America

(Public Company; 10,001 or more employees; Banking industry)

1995 — 1996 (1 year )
Collections Manager

Chase Manhattan

(Public Company; Banking industry)

1994 — 1995 (1 year )
Section Manager

HSBC (Household Credit Services)

(Public Company; 10,001 or more employees; Banking industry)

1991 — 1994 (3 years )
Credit Sales Manager

Snap-On Tools

(Public Company; 10,001 or more employees; Machinery industry)

1989 — 1991 (2 years )
Operations Manager

Barclays PLC

(Public Company; Banking industry)

1986 — 1989 (3 years )
Telemarketing Agent part time

MBNA - Bank of America

(Public Company; KRB; Banking industry)

1981 — 1989 (8 years )
Customer Service Agent

Bank of New York

(Public Company; Banking industry)

1985 — 1986 (1 year )

Russ Sandlin’s Education

Excelsior College

BS , Business , 1991 — 1991

30 credits through Satelite program at Chapman College at US Navy SIMA Alameda
Saint Joseph's University

Business 1986 — 1989

60 credits
Neumann College

Business 1985 — 1986

30 credits
University of Delaware

Business 1981 — 1986

60 credits

Activities and Societies:

Rugby, Track and Field
caesar rodney

HS diploma , 1980 — 1981
Ben Eielson HS

1978 — 1981

Additional Information

Russ Sandlin’s Websites:

Russ Sandlin’s Interests:

Rugby, Call Centers, Africa, Ghana, India, Pakistan, Qatar, Dubai, Korea, Mexico, Philippines, Senegal, China

Russ Sandlin’s Groups:

Gasscom, CCAP, BPAP. NASSCOM

Dell Alumni
The Dell Workforce
IT/Software Development Outsourcing and Offshoring
INDIA OUTSOURCING
Online Business Owners
CRM
Credit and Collections
ICT Outsourcing Professionals
Dell ~ "Winning with Integrity"
D e l l :: A l u m n i
Global Outsourcing
Contact Center Group
THE GLOBAL SOURCING COUNCIL (GSC)
Global Sourcing
Global IT Tenders and BPO offers (membership only for direct contact to sapguroo@gmail.com)
Offshoring & Outsourcing Forum
Outsourcing To China
Outsourcing to Latin America
Contact Center Professional
Shared Services and Outsourcing Network (SSON)
Call Center Pros
Offshoring Expertise
Customer Experience Professionals
Contact Center Connection
Business Process Improvement
BPO Executives
Contact Centre Consultants
Contact Centre Executives
Contact Center Operations & Management
Worldwide Contact Center Professionals - Largest Network for Call Center Professionals
Call Center Technologies Brewery
India China Americas Institute
ex-Dell
Call Center Professionals
CRM Focus Expert Group
The Philippines BPO Council
The BPO and Offshoring Best Practices Forum
The International Outsourcing Forum
Credit and Collections Professionals
Contact Center Performance Forum
Customer Experience Management Professionals
Rural BPO
Contact & Call Centers
QAGuild Network
Gulf Bank
CallCentre Search
China BPO Group
Benprise ( Offshore Outsourcing, BPO, Call Center & Contact Center )
African BPO/Call Center Focus Group