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Work Background
Triple Impact Connections, Inc.Executive Vice President
Nov. 2019Killeen, TXTriple Impact Connections is a fast growing domestic call center (BPO) that specializes in employing the spouses of our military personnel. Our Chairman of the Board, Robert Olds, was instrumental in establishing the Military Spouse Employment Program (MSEP), working with the Department of Defense. By employing the spouses of military personnel based around the country, Triple Impact Connections doubles the take-home pay of these young military families. For our clients, we offer a senior leadership team with over 120 combined years driving value for Fortune 500 clients. Our team of MSEP "Support Heroes" has the lowest attrition rate in our industry, which directly leads to the development and retention of the highest quality workforce for your customer engagement needs. One of our core competencies is providing live agent remote order processing services for major restaurant brands. As skilled customer engagement professionals, our team provides a seamless experience for guests (they think we're working in your restaurant) and they have the consultative sales skills to increase average order values by up to 25% vs in-store and online orders.
VoiceTeleservicesPresident
Jun. 2005Call center service bureau, specializing in B2B outbound and inbound sales, lead generation, account management.
Modem MediaConsultant
Jan. 2005 - Dec. 2007Served as a consultant to several Fortune 500 clients with a focus on identifying opportunities to increase agent sales productivity within their call center organizations. Advised and guided initiatives to better align the entire organization (Marketing/Sales/Operations/Product Development) around a customer centric model.
DigitasVice President
Sep. 1998 - Jun. 2005Boston, Massachusetts, United StatesPartnered with the clients of Digitas to lead performance improvement initiatives across their networks of outsource call center providers, to better align their daily performance with the goals of the client. Conducted call center operations assessments to develop and deploy holistic improvement initiatives across: People-Process-Technology-Strategy. Client programs supported included: AT&T re-entry into providing local service, AMEX Cardmember Services, JC Penney Direct Marketing Services, British Telecom/Cellnet Customer Save & Retention, Xerox Mid-Market Lead Generation. Improvement solutions and strategies consistently lifted key performance indicators, including sales, by 25%-100%.
ProCDCustomer Service Director
Jan. 1995 - Dec. 1997Directed the development and growth of ProCD inside sales and technical support operations. Established the people/process/technology required to run a highly efficient and profitable call center environment. Grew direct sales revenue from $1 million to $6.6 million in 2.5 years. Increased individual agent sales productivity by 150%, year over year. Member of the Senior Leadership Team reporting to the Founder/CEO.
NEBSCall Center Manager
Jan. 1991 - Dec. 1995Managed a team of 50 inbound technical support agents. Introduced sales practices that empowered the team to convert inbound tech support calls into long term service contracts. Generated over $500,000 in "found" revenue in the first full year of implementation. Participated in the development of work flow specifications for the selection and implementation of an enterprise wide CRM solution.
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