DirectorVP of Operations Resume

Desired Industry: Executive	SpiderID: 21465
Desired Job Location: Las Vegas, Nevada	Date Posted: 6/30/2008
Type of Position: Full-Time Permanent	Availability Date: ASAP
Desired Wage: 175000
	U.S. Work Authorization: Yes
Job Level: Executive (President, VP, CEO)	Willing to Travel: Yes, More Than 75%
Highest Degree Attained: High School/Equivalent	Willing to Relocate: Yes

Objective:
I am seeking an opportunity that would allow me to contribute to an organization's success using my comprehensive experience in GDS, CRM,IVR solutions and call center design and management, customer service operations, P&L management, project management, collections management, billing operations, and govt. /community relations. I have seventeen years of experience setting up and managing inbound/outbound sales and service call centers. I have specialized in the creation and implementation of sales and customer relation processes that have generated phenomenal sales rates, greater customer satisfaction and higher profitability. As a multi-site Director I have been responsible for the development and management of all processes as well as P&L and strategic direction of the business unit to obtain P&L targets.

Experience:
Summary: I have seventeen years of experience setting up and managing inbound/outbound sales and service call centers. I have specialized in the creation and implementation of sales and customer relation processes that have generated phenomenal sales rates and greater profitability. As a multi-site Director I have been responsible for the development and management of all processes as well as P&L and strategic direction of the business unit to obtain P&L targets. I have managed and call forecasted for 1,000+ seats handling 120,000+ inbound and 450,000 outbound contacts weekly. I have worked for top outsourcing companies such as West and Sunset Direct. I have a strong background in dealing with outsource clients and managing partner relationships.

Westgate Resorts (7/06-Present) � Vice President of West Coast Operations
� Managed all call center sales for time share programs driving P&L objectives.
� Responsible for closed loop sales model beginning at cost per click and SEO while call forecasting web and print marketing to potential callers creating revenue per sale model.
� Developed and implemented sales procedures that increased the time share sales close rate from a 22% to 87%.
� Technology decisions regarding GDS, Siebel CRM solutions and IVR as well as the company extranet functionality.
� Manage market analysis process, training and TQM programs, customer billing, employee compensation models, employee reviews, HR, recruiting, air department and corresponding GDS systems.
� Duties also include business development and management of new condominium project converting a portion of Planet Hollywood to time shares.

Travelworm (8/02-6/06) � Vice President of Sales and Service, Call Center
� Managed all travel call center sales and service programs driving P&L objectives.
� Responsible for closed loop sales model beginning at cost per click and SEO while call forecasting web and print marketing to potential callers creating revenue per sale model.
� Developed and implemented sales procedures that increased the call center hotel sales close rate from a 22% to 47%.
� Technology decisions regarding GDS, Siebel CRM solutions and IVR as well as the company extranet functionality.
� Manage market analysis process, training and TQM programs, customer billing, employee compensation models, employee reviews, HR, recruiting, air department and corresponding GDS systems.
� Duties also include business development and management of affiliate network with strategic partners such as Vegas.com and Westgate Resorts.

Harris Publishing (4/01-4/02) � Sr. Director of Call Center Operations
� Director of three-inbound/outbound call centers with 800+ seats and 1,250 employees handling 120,000 inbound and 450,000 outbound telemarketing calls per week for sales and service of school alumni directories.
� Developed rep-profiling system that increased inbound sales rate by 20% and outbound telemarketing by 12%.
� Responsible for the daily management of sales and customer services goals to obtain P&L target.
� Managed critical processes, web and e-commerce support, customer billing, and organization structures.
� Created and managed profit & loss, workforce management, workflow and sales processes, compensation model, customer care metrics, manager & rep training, recruiting, employee retention and review process.
� Streamlined company research and survey programs, order processing for direct mail, e-mail, and Internet.

West Teleservices (4/00-4/01) Director of Call Center Operations
� Director of 700-rep sales and customer service call center marketing products from hotel industry to AT&T services.
� Elevated center to #1 in sales and service from #16 within first 90-days.
� Responsible for driving sales metrics, management and development of P&L, project analysis, monitoring metrics, vendor relations, employee reviews, HR, recruiting, training, facilities, and center technologies.
� Managed floor operations driving sales and service in unison with all departments to ensure goal attainment.

Sunset Direct (4/98-4/00) - Vice President of Sales & Service, Call Center
� Managed high tech outbound call center with 300 inside sales and service reps handling database marketing and CRM for multiple outsourced partners including Verizon Wireless, Microsoft, Xerox, HP and Amdahl.
� Developed and managed all sales and service programs for multiple clients.
� Managed unit profit & loss, sales and contract negotiations along with high level vendor and partner relations.
� Created manager development program, compensation model, sales and service and monitoring metrics, training model, employee review process, database infrastructure and business pricing model.
� Developed web-based customer interfaces and support, marketing such as direct mail, E-Letter and Internet sales.

AT&T - Lucent Technologies (1/90-3/98) � Operations Manager
� Floor manager responsible for coaching and development of 250 rep call center providing telemarketing services for AT&T and Lucent products and services.
� Developed processes for AT&T programs that increased outbound sales by 15%.
� Created and managed all coaching and training processes to drive business goals.
� Managed project P&L�s, workflow process creation and management, sales and service objectives, script development, order-processing procedures, call forecasting, reporting, invoicing and training development.

TECHNICAL KNOWLEDGE: CRM solutions - Siebel, Sybase and Oracle. Call management tools - Davox, ACD, IVR, CTI, CMS, CentreView and Meridian. Call forecasting packages - Blue Pumpkin and IEX. GDS systems and Extranets.

Education:
Some college

Skills:
TECHNICAL KNOWLEDGE: CRM solutions - Siebel, Sybase and Oracle. Call management tools - Davox, ACD, IVR, CTI, CMS, CentreView and Meridian. Call forecasting packages - Blue Pumpkin and IEX. GDS systems and Extranets.

Additional Information:
I have managed and call forecasted for 1,000+ seats handling 120,000 + inbound and 450,000 outbound contacts weekly. I have a strong background in dealing with outsource clients and managing partner relationships.

Candidate Contact Information:

Name: Bret Love
Street:	Phone: 702-884-3124
City: Henderson	Fax: -
State: Nevada
Zip: 89123
Web Site: