Greg Meares

Current

• Senior Call Center Operations Executive at Results Customer Solutions

Past

• Director of operations at Earthlink
• VP of Operation at TCIM
• Site Director at APAC

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Education

• Pennnsylvania State University
• Columbia High School

Recommended

4 people have recommended Greg

Connections

101 connections

Industry

Outsourcing/Offshoring

Greg Meares’s Summary

Significant P&L experience and call center expertise. Accomplishments include growing strategic business units, driving growth in revenue and cash flow, developing solutions for operational efficiencies, employing proactive management and strong leadership techniques in order to generate accomplishment-driven work environment, leading to employee loyalty and customer satisfaction at all levels. Respected as trusted business partner, high performance leader, creative problem solver and team builder with high integrity.

Greg Meares’s Specialties:

18 years of experience in call center operations and account management. Experience includes: insurance; education; financial services; wireless communication; telecommunication; transportation; entertainment; as well as technical support/help desk and customer services, including membership services, direct response, cross selling, up selling, retention and business growth

Greg Meares’s Experience

• Senior Call Center Operations Executive

  Results Customer Solutions

  (Privately Held; 1001-5000 employees; Outsourcing/Offshoring industry)

  June 2004 — Present (4 years 2 months)

  RCS-Dallas, LLC is a partner-owned and operated call center outsourcer offering inbound, outbound and multi-channel solutions in the financial/insurance services and technology sector.

• Director of operations

  Earthlink

  (Public Company; 5001-10,000 employees; Internet industry)

  May 2003 — June 2004 (1 year 2 months)

  Recruited to direct the daily call center operations and organize and lead the facility's senior management team, while migrating all domestic service business offshore. Directed both tier one and tier two technical and esupport departments made up of 600 production seats and 140 training stations. Responsible for all key performance metrics including customer retention and sales.

• VP of Operation

  TCIM

  (Privately Held; 1001-5000 employees; Outsourcing/Offshoring industry)

  2001 — 2003 (2 years)

  Hired as Senior Director and rapidly promoted after turning around two underperforming call centers. Tasked with improving service delivery and financial performance; provided both strategic and tactical leadership for multiple locations. Supervised eight direct reports and 900 employees, seamlessly migrated inbound projects from Delaware to Texas, led customer service and financial performance for three inbound locations, and created career path opportunities to encourage next-level development and reduce employee turnover.

• Site Director

  APAC

  (Public Company; Outsourcing/Offshoring industry)

  1997 — 2001 (4 years)

  • Directed call center handling 1.2 million calls per month with 900 production seats and 96 training seats.
  • Supported multiple accounts, monitored key performance indicators for 3 of the top 5 accounts, and consistently generated the highest gross profit margin system-wide.
  • Integrated operational processes at multiple sites, and organized each operating unit to maximize profit while balancing the needs of the operations department.
  • Promoted four times while a member of the APAC team.