
Contact Center, Customer Care, Customer Loyalty,Cyber-Security, BPO/RPO, & Program Managment Leader
Greater Atlanta Area

Contact Center, Customer Care, Customer Loyalty,Cyber-Security, BPO/RPO, & Program Managment Leader
Greater Atlanta Area
• ICMI Global Call Center of Year - 2008
• "Most Valuable Thought Leader" Frost and Sullivan's Customer Contact Executive MindXchange - 2007
• American Business Awards “Customer Service Team of the Year” - 2007
Experienced leader with demonstrated success leading departments and programs with over 400+ team members.
International multi-location / multi-functional general management experience including $30M+ budget & $10M+ P&L. Experience in start-up/micro-cap size to the world's leading aerospace company.
Seeking leadership opportunity with a progressive internet, SaaS, technology, or consumer products organization.
• Contact / Call Center & Customer Service Operations
• Cyber-Security (Privacy, Compliance, Fraud & Abuse)
• Customer Loyalty (Including Net Promoter® - NPS)
• BPO & Vendor Performance
• FAA | TSA | & Online Commerce Regulatory Compliance
• Internet / SaaS Product Development
• Marketing Services
• Operations - Services, Transportation, Production
• Processes Optimization, Lean
• Program & Project Management
• Supply Chain | Logistics | Transportation
(Consumer Electronics industry)
July 2009 — Present (5 months)
Reporting to the President & COO of a leading manufacturer of consumer electronic devices. Responsibilities include projects & programs including:
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- Call Center Operations / Member Services & Support
- Golf Course Mapping & QA
- Program Manager, Geographic Information Systems (GIS)
(Internet industry)
June 2006 — January 2009 (2 years 8 months)
Departments & responsibilities:
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- Global Trust & Site Security (Privacy, Compliance, Fraud, & Abuse)
- Loyalty & Net Promoter (NPS)
- Corporate Inbound Sales
- Customer Service/ Call Center Ops
- eCare (Online Self-Service Solutions & UX testing)
- Program Management Office (PMO)
- Quality Assurance
- Technical Liaisons
- Back Office & Administration Operations
- Employer Branding & Creative
- Digital Workflow & Asset Management Systems
- Vendor Management
- Business Process Outsourcing (BPO -on-shore/off-shore operations)
(Public Company; CEM; Chemicals industry)
January 2005 — July 2006 (1 year 7 months)
Departments & responsibilities:
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- B2B & B2C technical services
- Business process analysts
- Credit card, Claims, & A/R processing
- Customer care & contact center operations
- E-comm
- Field merchandising teams
- Knowledge management systems
- Marketing services ops
- SAP sales and services process owner for 16+ modules
- Software QA & distribution
(Public Company; BA; Aviation & Aerospace industry)
July 2004 — January 2005 (7 months)
- L2 direct report to CEO
- Implemented strategic design and tactical program leadership for global customer care infrastructure and processes for Boeing’s state-of-the-art in-flight broadband passenger service.
- Defined and directed globalized contact center services, CRM and online services and knowledge systems.
- Provided leadership for field services teams in major airports spanning the US, Europe, and Asia.
(Privately Held; Logistics and Supply Chain industry)
March 2003 — July 2004 (1 year 5 months)
- Hired as direct report to CEO for $800M logistics company
- Established and lead America's centralization project team
- Conducted contact center site selections
- Created RFP’s, position requirements, process workflow, vendor evaluations, specified technology, and strategy roadmap.
(Privately Held; Transportation/Trucking/Railroad industry)
June 1991 — March 2003 (11 years 10 months)
Led Global Quality (200+ locations in 28 countries ISO 9000:2000 certified), Global Service Center (contact/ call center), & US Operations Services (America's operational KPIs, performance management, FAA / TSA / Homeland Security regulatory compliance)
Previous Responsibilities included:
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- Director Global Service Center, PHX
- Manager - Ontario, CA Terminal
- Hub Operations - Toledo, OH
(Government Agency; Military industry)
1987 — 1991 (4 years )
F.A.S.T. (Fleet Anti-Terrorist Security Team)
• CQB Instructor - Quantico
• USMC Designated Marksman
• Operation "Just Cause" - Panama
• Operation "Sharp Edge" - Liberia
• 5x Expert (highest) Rifle & Pistol
• F.A.S.T. "TOP GUN" in both combat pistol and MP-5
Contact Center Operations, Logistics Customer Loyalty, Online Recruiting, GIS, & Golf.
Most Valuable Thought Leader -- Frost & Sullivan Customer Contact Executive MindXchange
ICMI Global Call Center of the Year