Ronald Reynolds

Current

Program Manager, Protection Plan at DIRECTV

Past

Senior Operations Manager at Afni
Manager, Vendor Site Operations at XM Satellite Radio
Call Center Operations Manager at SITEL Corporation

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Education

University of South Carolina-Aiken

Recommended

5 people have recommended Ronald

Connections

91 connections

Industry

Outsourcing/Offshoring

Ronald Reynolds’s Summary

Seasoned call center professional that has over 8 years experience in managing customer service centers. Has experience in vendor management. He has managed onshore and offshore facilities to include P&L, staffing, training and KPI attainment.

Ronald Reynolds’s Specialties:

Vendor management, call center operations, leadership development, project management, program management, BPO, KPO, offshore performance management

Experience

Ronald Reynolds’s Experience

Program Manager, Protection Plan

DIRECTV

(Public Company; 1001-5000 employees; DTV; Broadcast Media industry)

March 2008 — Present (1 year 9 months)

Lead and oversee the operation and relationship management of DIRECTV’s vendor-provided outsourced call center and insurance administrator. Identifies operational requirements, administrative development. Determines needs and manages the requirements of Customer Service, IT, HSP Network and Operational Training between DIRECTV departments and vendor call centers. Work closely with other organizational entities including, but not limited to Resource Management, Command Center, Telecom, Retention, Reporting, Training, Marketing and Quality. Communicate direction of DIRECTV’s Customer Care organization and facilitate adherence to policies and procedures that support the overall department objectives. Manage projects and act as point of contact for Business Owner. Contributes to call center claims mitigation procedures, mentor support and technical coordinator support. Understands and is responsible for DIRECTV quality/customer satisfaction results as they pertain to this program.
Senior Operations Manager

Afni

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

November 2006 — January 2007 (3 months)

Directly supervised Project Leads and Project Coaches and managed ongoing operations activities, staff, and indirect resources supporting the assigned client while managing the direct implementation of activities for plan revisions and additions. Managed and coordinated administrative activities including budgeting, hiring, billing, and associate development. Developed and maintained operational documentation procedures for implementation, testing, and requirements changes. Assessed operational process efficiency while determining client and company needs, and recommend/implement improvements. Interacted with the client and providers while managing the information flow between Client Services, Account Management, Operations, Quality Assurance, Training, Payroll, etc. to ensure all client and company goals are attained.
Manager, Vendor Site Operations

XM Satellite Radio

(Public Company; 1001-5000 employees; XMSR; Entertainment industry)

November 2004 — July 2006 (1 year 9 months)

Accountable for the three outsourced Teleservice vendor performance to include contract compliance in service level metrics and schedule adherence. Invoice review and validation. Develops and maintains overall relationship with the outsource vendor’s operations management team. Handle Corporate Escalations coming into the CEO’s office. Interact with other internal Listener Care groups to execute new initiatives requiring support within the contact center. Participates in weekly vendor calibration sessions to ensure consistent delivery of quality measures. Manage the outsourced back office functionality with 2 separate vendors. Work remote from the corporate office onsite with outsourced vendor. Travel to multiple sites to ensure consistency and execution of new initiatives. Responsible for communicating XM programs and corporate vision to the management staff at the Listener Care Centers. Responsible for onshore and off-shore vendors to include Jamica, Canada and the Phillipines.
Call Center Operations Manager

SITEL Corporation

(Public Company; 10,001 or more employees; STS; Outsourcing/Offshoring industry)

April 2000 — November 2004 (4 years 8 months)

Had Direct responsibility of a large span of exempt and non-exempt employees while working hand-in-hand with client and account managers to manage contractual KPI’s for inbound and outbound programs. Experience in tracking and reporting efficiencies, service level goals, billable hours, absenteeism and retention rates while reviewing statistical data regarding productivity levels and performance and making recommendations and taking the appropriate action as needed. Ensuring that all production systems and equipment are at optimum operative levels while communicating with client services and IT to regarding operational needs. Facilitated program start up and wrap up information and action plans. Aided in the conceptualization of extending service to cover larger areas of client’s demands that resulted in more business and higher profit margin for the center and the client.

Ronald Reynolds’s Education

University of South Carolina-Aiken

1995 — 1999

Additional Information

Ronald Reynolds’s Groups:

Contact Center Group
"Project Management Professionals Group"
BlackBerry User Group
Telecom & Embedded
Telecommunications Management and Support
Call Center Pros
Contact Center Operations & Management
Worldwide Contact Center Professionals - Largest Network for Call Center Professionals
DIRECTV Alumni Network
CCPN - Contact Center Professionals Network
Outsourcing Industry
Contact Center Performance Forum
DirecTV
XM Satellite Radio Employee Alumni
Fans of Digsby