Project Manager Sales
Resume:
AL YOUNG
Elk River, MN ***30
763-***-**** www.agyoung.net abm2i0@r.postjobfree.com
PROFESSIONAL SUMMARY
Results-driven Call Center Operations Management Professional with
comprehensive experience in inbound/outbound, onshore/offshore contact
centers. Proven track record in completing complex projects on-time/in-
budget, with talent for driving simultaneous, mission-critical projects.
Leads by example to build, manage and motivate high-performance teams in
high-stress, high-expectation environments. An articulate communicator,
who builds rapport at all levels to exceed corporate and customer
expectations.
. Experience in sales and service of advance technologies informs deep
understanding of sales cycle, value positioning and negotiations. .
. Consistently improves operations by implementing best practices and
improving KPIs.
. Skilled technology analyst with comprehensive knowledge of call center
technologies and automated CRM systems.
. Operations efficiency specialist, implementing best practices and
improving KPIs
. Integration and implementation SME.
. International experience in Asia, Europe, and Central America.
CORE COMPETENCIES
. P&L responsibility.
. Start-ups, turnarounds and consolidations.
. B2B / B2C.
. Benchmarking and performance metrics.
. Business development and revenue generation.
. Staff development, training and incentive plans.
. Exceptional follow-through and attention to detail.
. Business process redesign and development.
. Customer retention and loyalty programs.
. Workforce management.
. Meticulous about quality control.
. Project management.
. Superior client-facing skills. High-level client service
. Committed to exceeding corporate and customer expectations.
PROFESSIONAL EXPERIENCE
FINGERHUT DIRECT MARKETING, INC., Eden Prairie, MN 2008 - Present
Operations Manager
Report directly to EVP. Responsible for multi-site, 400-seat blended B2C
call center operational efficiencies and inside sales (6 sites, 3 domestic
and 3 international) including Sales, Customer Service, and Collections for
dedicated subprime credit products. Budget responsibility for $1.5M;
manage 5 direct reports and 40 indirect reports. .
. Implemented operational metrics development and reengineered the
Interactive Voice Response system (IVR), saving $500K annually.
. Improved CSAT scores from 86% to 92% through a concentration of meeting
the customer needs rather than transactional processes.
. Reduced abandoned call rate from 4.5% to 1.1% through implementation of a
program to get the customer information first rather than company
commercials.
. Concurrently served as project manager for start up of new web-based
sister company by automating catalog processes, saving $300K in labor
costs annually.
. Launched and manager Sales Chat program.
. Primary point of contact between IT, Telecom and Contact Centers for
coordination of projects and improvements.
. Served as resident technology SME keeping the group informed about
technological innovations and new products / services available in the
marketplace.
AG YOUNG & ASSOCIATES, INC., FL and MN 2000 - 2008
A $1.4MM provider of comprehensive call center and telecom consulting
services and project management.
Sr. Consultant
Managed all aspects of call center consulting business including business
development, acquisition of clients as well as project management and
accounting. Full P&L responsibility.
. Marquee clients included Hotels.com ($1.8M), British Telecom ($2.2M),
Asset Marketing ($750K), Innovative Control Systems ($800K), Magnum Tire
Corp ($186K), New Case Holland ($2.2M) and Daimler - Chrysler $1.1M), and
Neff Equipment Rental ($1.2M).
. Scale of projects ranged from $50K to $2.8M; all projects delivered on-
time / on-or-under budget.
. Transformed 5 domestic / international Hotels.com call centers (850
agents) from inbound order-takers to consultative sales professionals,
increasing revenue from $200M to $212M within 6 months during a declining
economy.
. Served as Project Manager for new web sales order entry system
implementation, increasing agent productivity by 28% the first month by
initiating flexible remote-access virtual office capability that
increased efficiency and utilization.
. Managed large-scale (45 call centers) British Telecom implementation of
Multimedia Call Center, including WFM, resource allocation, technology
documentation, and client management.
. Wrote and delivered all agent, supervisor and manager training for 300
agents for Case New Holland which enabled all staff to ease through the
transition with very few problems.
. Increased gross up-sell / cross-sell rates by 183% (from $98K to $180K
per Diem / $21M annually) for Asset Marketing, a consumer products
catalog retailer.
. Managed entire technical support call center for Innovative Control
Systems, providing tier 1, 2 and 3 technical support to distributors and
end users.
. Led Daimler-Chrysler's Star Technical Support Center transition from DCX
Tech Center (Aspect) to new location; designed facilities, selected
equipment/personnel, wrote proposal; delivered on-time / under-budget.
TIGER DIRECT.COM, Miami, FL 1997 - 2000
A top retailer of computer and computer-product retailers, serving both
personal and business users.
Call Center Group Manager
Reported directly to VP.
. Responsible for all aspects of call center launch including staffing,
training and management of 60 sales professionals.
. Represented a complete line of computer systems, software, hardware
and accessories through outbound telephone sales calls.
. Wrote and delivered sales and technical training programs; coordinated
outside training.
. Handled all personnel functions for department.
. Microsoft Licensing Champion for the entire company
. Moved the call center from old location to new.
PRIOR POSITIONS HELD
AMERICAN MEDICAL SERVICE - Ft. Lauderdale, FL
Division Sales Manager
COMMUNICATION CONSULTANTS, INC. - Deerfield Beach, FL
Corporate Sales Rep
SILVER EMPLOYMENT SERVICE - Baltimore, MD
Call Center General Manager
EDUCATION
BEng, Metallurgy, University of Pittsburgh, Pittsburgh, PA
Professional Development/AFFILIATIONS/OTHER INFORMATION
. Nortel Telecom and Data Equipment - VoIP; Avaya Telecom - VoIP;
3Com Telecom & Data Equipment - VoIP; Cisco Sales Certification;
BellSouth (business products and services) certifications; MCSE
50% completed
. National Association of Call Center Managers, LinkedIn.Com,
Contact Center Professionals, North American Call Center
Professionals
. US Army Reserve Officer - inactive (Leadership) - US Air Force -
Honorable Discharge
. Dale Carnegie Graduate 1988; Disney Institute for Excellence
2008
. Willing to relocate domestically; will consider long-term
international assignments
. Business travel tolerance up to 90%
.
Contact this candidate