Danny de Hoyos

Current

Vice President Service & Technical Operations at Securus Technologies

Past

Director Customer Service Operations at Medica
Vice President Customer Service & Service Delivery at Eschelon Telecom
Director Support Services at One World Online

Manager: Product Support Specialists/Customer Service Manager at Big Planet

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Education

Brigham Young University

Recommended

24 people have recommended Danny

Connections

500+ connections

Industry

Telecommunications

Danny de Hoyos’s Summary

•Executive level leadership / Operations and remote management experience
•Customer service / Credit & Collections / Technical support experience
•Call center management experience
•Experience building training and quality measurement programs from the ground up
•Experience managing cross-departmental projects and process re-designs
•Experience with company due diligence, acquisitions and operational integrations

Danny de Hoyos’s Specialties:

Call Center, Operations, Management, Technical Support, Customer Service, Start Up Experience, Process Improvement, Billing, Collections, Order Processing, Service Installation, Mergers, Acquisitions, Integrations, Remote Management, Managing start up's, to teams in excess of 400+ people and, driving results

Danny de Hoyos’s Experience

Vice President Service & Technical Operations

Securus Technologies

(Privately Held; Telecommunications industry)

September 2008 — Present (1 year 4 months)

Member of Executive Leadership Team and responsible for soon to be approximately 600 employees in all 49 states with full P&L responsibilty, SG&A, expense control and budgeting of a budget of over $36 million. Manage all Operations Teams functions including: Installations, Technical Support and Support Development, Field Operations, Warehouse Management and Purchasing, Manufacturing, Credit and Collections, Customer Service and Call Centers, Reporting and Analysis, Training, Quality Management, Escalations, Process Development and Documentation and Operational Readiness.

Key Achievements:
• In the first 9 months have reduced expenses by 27% while improving service levels
• Within first year created NPV justifying in sourcing of oversea call centers to improve service and reduce costs
• Built new call center from ground up including: finding location, selection and purchase of ACD and WFM software, creation of job descriptions and hiring of all employees
• Successfully created all training and documentation for new call center. Established quality and monitoring program
• Reorganized entire department process and work flow to improve customer satisfaction and productivity
Director Customer Service Operations

Medica

(Non-Profit; 1001-5000 employees; Hospital & Health Care industry)

February 2008 — September 2008 (8 months)

Responsible for managing and strategic direction for the Commercial Call Center department which includes call centers for members and a separate call center for brokers/employers. The department provides service to over 800,000 Commercial Markets customers and over 15,000 purchasers of the health plan. Also responsible for managing Reporting Operations Center which provides all of Medica's call centers with Work Force Management forecasting, scheduling, adherence and creating and producing department reporting dashboards and packages.
Vice President Customer Service & Service Delivery

Eschelon Telecom

(Public Company; ESCH; Telecommunications industry)

July 2001 — January 2008 (6 years 7 months)

Member of Executive Council and Vice President of Customer Operations in charge of Customer Service and Delivery with full P&L responsibilty, SG&A, expense control and budgeting of a budget in excess of $27million, over 400 employees in 9 market areas for a publicly traded company. Manage virtually all back office functions which included: National Call Center, IP Technical Support, Business Telephone System Technical Support, Corporate Business Analysis and Reporting, Customer Billing Resolution, Credit and Collections, National Account Management, Field Customer Service Operations, Escalation and Quality Management, Order Processing, Service Delivery and Provisioning.
Director Support Services

One World Online

(Privately Held; 51-200 employees; Internet industry)

February 2000 — July 2001 (1 year 6 months)

Managed subordinate management teams that were responsible for Technical Support, Customer Service, Data Resolution, and Web Development.
Managed all internal and external Customer Service and Technical Support related activities.
Manager: Product Support Specialists/Customer Service Manager

Big Planet

(Privately Held; 1001-5000 employees; NUS; Internet industry)

March 1998 — February 2000 (2 years )

• Manager in charge of Product Support Specialists: Department consisted of a Team of 22 Technical Advisors/Support Specialists trained to troubleshoot, program, develop and resolve any and all concerns related to all of the products offered by Big Planet, including delivering training, resolution of escalated technical issues, software testing, assisting in release of new products, develop training outlines, manuals, and technical writing as well as the monitoring of various systems and servers.
• Service Center Manager: Managed a telecommunications call center. This consisted of 106 employees involving telephone long distance services in affiliation with Qwest as well as paging, calling card and cell phone services. This call center was also responsible for all billing, shipping and returns of all Big Planet products. Responsible for call center statistics, performance and operations.

Additional Information

Danny de Hoyos’s Interests:

Operations, Back office, Installation and Support Management, Call Center, Telephony Infrastructure, Training, Staff Development, Personnel Management, Customer Loyalty, Leadership Development

Danny de Hoyos’s Groups:

Blue: The DallasBlue Business Network (25,000+ members)
CareerLink Network
DFW Entrepreneur Network
Executive Suite
Telecom Professionals
LDS Professionals
Ancient Free & Accepted Masons (AF&AM)
Expertise for Hire
Leadership Think Tank
LDS Connect
Contact Center Group
Linking Dallas
Dallas Blue Executives
ICMI - The Global Contact Center Professional Community
Total Telecom Professional Network
Customer Interaction Networking Group
Contact Center Professional
Call Center Pros
Call Center Infos
Customer Experience Professionals
Contact Center Connection
Call Center Employment Networking Group
Contact Centre Executives
Contact Center Operations & Management
Telecom Executives Business Network
Telecom Jobs
Customer Care Network
Worldwide Contact Center Professionals - Largest Network for Call Center Professionals
Customer Experience Management
Linked 2 Leadership
Call Center Professionals
York Rite Bodies
Scottish Rite
Linked Dallas
Contact Center Performance Forum
Customer Experience Management Professionals
Members of The Church of Jesus Christ of Latter-day Saints
Masonic Network
Contact & Call Centers
CCNG - Contact Center Network Group
Freemason Professionals
Securus Employees & Alumni
The Official Brigham Young University Alumni Network
CallCentre Search
Eschelon Telecom Alumni
BYU Management Society - Dallas/Fort Worth Chapter
Texas Call & Contact Center Group
Allen Texas Stake Network