Ron Dull

Ron Dull

Senior Vice President at Sutherland Global Services

Location
Cincinnati Area
Industry
Outsourcing/Offshoring

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Ron Dull's Overview

Current
Past
Education
Connections

500+ connections

Websites

Ron Dull's Summary

Highly effective BPO/IT outsourcing, retail, consulting, CRM, contact center, M&A, technology, analytics & professional services leader with proven track record for consistently achieving success. Successfully led P&L and sales of portfolios of over $500M in annual revenue. An extensive background in:
- developing and implementing business strategies to increase company revenue and market share
- selling, managing and improving large scale BPO/IT outsourcing programs
- building and managing large scale organizations
- managing large scale transformation and operations
- developing and executing strategic business and M&A plans

Ron Dull's Experience

Senior Vice President

Sutherland Global Services

Privately Held; 10,001+ employees; Outsourcing/Offshoring industry

February 2012Present (2 years 8 months)

SENIOR VICE PRESIDENT OF RETAIL, CUSTOMER LIFECYCLE MANAGEMENT (CLM) AND ANALYTICS

Lead Sutherland's overall portfolio of business serving the Retail, Internet and Consumer Products Goods industry verticals. Services include large-scale, technology-enabled contact center, other front office, back office and IT outsourcing, as well as analytics, consulting and research. Services delivered from an extensive network of North America, Latin American, Europe, Middle East and Asia based personnel and operating locations. Manage delivery of services to existing Retail clients, provide overall Retail thought leadership and strategic planning, and oversee business development of new Retail clients.

Led Sutherland's overall extensive portfolio of CLM services (i.e., contact center, customer care, sales and other front office services) across all industry verticals and clients. Led Sutherland's portolio of analytics serivces, including analytics related to customer experience, retention, sales, marketing, merchandising, risk management and collections.

Managing Director

Lookout Advisors LLC

May 2009February 2012 (2 years 10 months)

Owner and Managing Director of Lookout Advisors LLC, a management and technology consulting firm specializing in key domain areas to accelerate revenue growth, improve the bottom line and significantly enhance the strategic capabilities and customer relationships of client organizations. Lookout Advisors leverages experience in consulting, BPO/IT outsourcing, CRM, M&A, technology and professional services, as well as the experience and skills of a close network of consulting partners, including Performance Transformations Inc. (PTI) and Customer Contact Insights, Inc. (CCI). Lookout Advisors specializes in:
• Customer relationship management (CRM -- strategy, technology, contact center operations)
• BPO/IT outsourcing/co-sourcing strategy, selection, implementation and management
• M&A strategy, due diligence and integration

Vice President

Convergys

Public Company; 10,001+ employees; CVG; Outsourcing/Offshoring industry

May 2002May 2009 (7 years 1 month)

VICE PRESIDENT, RELATIONSHIP TECHNOLOGY MANAGEMENT
Responsible for business strategy, M&A planning & integration, program management and alliance partnerships. Led planning and integration of Convergys' acquisition of Intervoice, a public company provider of CRM and messaging technology solutions.

VICE PRESIDENT, CLIENT PROGRAM MANAGEMENT
Led Government, Transportation & Travel vertical. Stood up new Convergys subsidiary. Transformed and "turned around" performance of existing client programs, signficantly increased client satisfaction and won new business. Based on success, asked to lead one of Convergys' largest industry vertical portfolios.

SENIOR DIRECTOR, BUSINESS TRANSFORMATION
Led sales and transformation initiatives of large-scale BPO/IT outsourcing and professional services engagements. Provided strategic direction and leadership for contact center transformation, operational optimization, revenue generation and large scale implementations.

Vice President, Professional Services

Bluespring Software

Privately Held; 11-50 employees; Computer Software industry

March 2001May 2002 (1 year 3 months)

Established services to deploy Bluespring’s billing, customer care, provisioning and workflow software to telecommunications and other companies. Hired to “turnaround” prior team and lead significant growth. Developed comprehensive methodology and tools to enable predictable and reliable projects. Established partnerships with “Big 5” and niche consulting firms. Developed training to ramp new personnel and partners. Grew on target with plan to 15 personnel within three months. Developed long-term staffing plan mapped to client acquisition that formed basis of company-wide growth model and strategy. Successfully presented methodology to existing and potential clients and investors, including professional services experts. Established partnerships with senior leadership at four partner firms, resulting in a number of client sales leads.

Senior Manager

Accenture

Public Company; 10,001+ employees; ACN; Information Technology and Services industry

June 1990March 2001 (10 years 10 months)

Pioneered major strategy and implementation engagements related to CRM, eCRM and call centers. Directed development of related opportunities within the Products industry. Initiated the CRM Infrastructure Community of Practice to build the firm’s capabilities. Sold and managed large, complex CRM engagements (of one or more years) in five Fortune 500 companies. Assisted in the selling and/or delivery of CRM or eCRM projects at over 25 other clients. Increased the CRM skills and experience of over 120 personnel.

Ron Dull's Volunteer Experience & Causes

  • Volunteer Experience

    • Foundation Board of Directors

      Cincinnati State
      • Education
      2006 2012 (6 years)

Ron Dull's Languages

  • German

Ron Dull's Skills & Expertise

  1. Professional Services
  2. Integration
  3. Strategy
  4. Vendor Management
  5. Management
  6. Outsourcing
  7. Business Process Improvement
  8. CRM
  9. Program Management
  10. Strategic Planning
  11. Business Transformation
  12. Leadership
  13. Management Consulting
  14. Customer Satisfaction
  15. Business Strategy
  16. Contact Centers
  17. Product Management
  18. BPO
  19. Call Center
  20. Operations Management
  21. Customer Service
  22. Change Management
  23. Telecommunications
  24. Business Analysis
  25. Customer Experience
  26. Networking
  27. Process Improvement
  28. Business Process
  29. Retail
  30. Online Retail
  31. Multi-channel Retail

View All (31) Skills View Fewer Skills

Ron Dull's Education

The Ohio State University

B.S.

19851989

Contact Ron for:

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  • reference requests
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