About me
BPO, Site Director, ESL, call Center Management,
Seeking long term or contract work in Philippines or other locations
10+ years offshore and ESL experience CEO abd director level experience
http://www.linkedin.com/in/markdennisac4b
Multi-Unit Management/ Training / Project Management / Sales and Finance
Experienced management professional with over 10 years’ contact center management and training center experience. Successfully lead multi-unit teams to achieve organizational goals, driving sales and increasing profits. Excellent fiscal management and strong leadership skills.
Organization Turn-Around, Project Management Six Sigma Methodologies
Credit/Collections P & L Management Contact Center Management
Start-Ups Client Launches Proprietary Software Projects
Key Accomplishments
Turned an 11 seat center into 120 seats within 6 months and increased center revenues by 90% in 6 months. Utilized performance metrics, value-driven coaching and closing large verticals such as AFLAC and CERTAPRO to increase sales and profitability.
Independently managed offshore contracted agents for increase of over 125% in productivity applications. Reorganized and built the Florida organization to 145 employees within the first year.
Exceeded growth expectations by 18 months, resulting in $1.6 billion USD in loan volume. Accomplished goals through effective coaching, training, and sales generation.
Developed ESL training module, targeting opportunity areas on all levels. Result: Increased agents’ confidence, resulting in higher employee retention and increases in sales and performance.
Implemented customer service policies and procedures, increasing gross margins by 4.5% and produced a 95% customer call answer rate. Result: Increased customer satisfaction and repeat business while adding to the bottom line.
Integrated all functions of the fulfillment process with marketing, purchasing, accounting follow up and all related marketing materials to ensure compliance. Result: Exceeded $550mm, allowing for expansion ahead of schedule. Managed 12 direct reports and 100 indirect reports.
Independently managed offshore contracted agents for increase of over 125% in applications. Reorganized and built the Florida organization to 145 employees within the first year.
Professional Background
• 10+ years’ contract center management and training experience
• 15 years’ retail management, credit sales and collection experience
• Multi-Unit management: Including offshore up to 850 seats along with capturing and selling BPO services such as insurance, financial and home improvement
• P & L Management/Performance Management: Establish performance measures and tracking systems to ensure cost effectiveness of telesales and lead management.
• Cultural Diversity: Well versed in other cultures, especially the Philippines
Customer Service,Floor management through Senior executive level management, Start up to large scale BPO
Operations,Biz development, through training, developed money saving , fun, and employee personal ESL training that will also aid in client retention.
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I have a daughter in Cebu, and wish to spend the next several years with her in Philippines prior to returning her to USA with her.
Relocation package, working visa and minimal salary expectations are acceptable for location.
Other offshore locations within a day travel to Philippines are also acceptable.
Win win for both company and myself.
I love to work, and very good at what I do.
CV upon request
SUPERB Industry references are available.
Mark Dennis lInkedIn profile = http://www.linkedin.com/pub/mark-dennis/6/807/839
Experiences or past positions would not hamper my ability to work within existing management teams, as the desire to remain near my family far outweighs any other concerns. My salary expectations are not that of the standard Ex-Pat package, and would be advantageous to anyone looking for ex-pat experiences.
Best Regards,
Mark Dennis.
Website
www.allcalls4business.com
