Summary
Extensive experience in bottoms-up creation and management of  large scale, global and complex operations worldwide, including North America, South America, Europe and Asia. Adept at addressing strategic, tactical, and technical issues associated with large, multi-cultural teams, complex processes, and furious growth. Executive leadership in a variety of industries and functional roles. Over twenty years of experience in managing projects, leading and building organizations and driving shareholder value as demonstrated by concrete results, vendor recognition, and employee motivation.

Core Competencies
Global Operations                                                                Client Management and Sales Process
Large scale budget and P&L                                               Executive Hiring and Leadership
Domestic and International Call Center start ups         Merger, Acquisition and Integration
Process Improvement/Project Management                  Extensive Workforce Management Experience

Professional Experience

Senior Vice President, Operations Support
NationsHealth Inc.                                                                           2011 – Present

NationsHealth is a leading provider of diabetic supplies, managed care and health care BPO services. As Senior Vice President, Operations Support my responsibilities include leadership and management of global real estate and facility management, training, quality, reporting, workforce management and security for our 3 US based operations and our offshore location in Manila, Philippines.

Vice President, Global Resource Planning
Stream Global Services Inc.                                                                           2008 – 2011

Stream Global Services a leading provider of contact center and BPO services with annual revenues of over $900M. As Vice President, Global Resource Planning my responsibilities include the leadership of the strategic business group managing the planning, forecasting and analysis for 50 centers in 22 countries with over 30,000 employees.

* Manage all 0-180 day staff planning, site capacity, provide analysis and direction in order to drive increased efficiencies in regards to profitability and client metric attainment
* Provide clients, operations group and executive team analysis and guidance in regards to staffing and forecasting for 600+ lines of business
* Strategic direction for new sites, geographies  and company acquisitions

As Regional Vice President, Asia Pacific while reporting to the Executive Vice President of Operations my responsibilities included the operational leadership of all contact centers in the Asia Pacific region, specifically India and the Philippines encompassing 10 centers and over 13,000 employees.

* Lead the startup of Streams first call center operation in the Philippines from 0 to 1500 seats
* Managed the acquisition and integration of two centers in Mumbai India with a total of 3500 seats
* Part of the executive team for pre-merger due diligence and post merger integration of a 7 call center 9,000 employee company in the Philippines
* Direct P&L responsibility for 190M in annual revenues, servicing over 20 clients and 35 lines of business in the technology, telecom, sales and customer service verticals for top Fortune 1000 companies
* Daily leadership of 2 Country Managers and 4 Area Vice Presidents
* Member of executive team tasked with the evaluation of new geographies in Asia including China and Japan

Vice President, Service Delivery Operations
Web.com Inc., Atlanta Georgia                                                                       2005 – 2008

Web.com, previously Interland Inc, is a leading provider of Shared Hosting in the small and medium business market with $250M in annual revenues.  My responsibilities included management and leadership of  Data Center operations, Service Delivery operations including Technical Support, Customer Service, Quality, Training, Forecasting/Resource Planning, Knowledge Management, Abuse and Web Site Development for Enterprise Distribution Partners for over over 200,000 SMB customers.

* Managed outsourced partners in the Philippines and Colombia after developing and executing a 12 month implementation for an outsource model for all support and design functions.
* Outsourced 90% of all support operations offshore resulting in reduced service delivery costs from $19.2M in FY04 to $9.6M for FY07
* Standardized processes and procedures for the Technical Support and Customer Service resulting in an increase of first call resolution from 40% to 82%, and decreased customer churn from 4.2 % to 2.0%
* Increased Data Center Uptime to greater than 99.99% while decreasing costs from $7.5M in FY05 to $2.6M in FY07
* Restructured Data Center Collocation Agreements to save $4M over three years beginning in 2007
* Implemented Training and Quality Programs that resulted in a 200% increase in customer satisfaction scores
* Named Runner Up in Support by Small Business Computing (January, 2006)

Chief Operations Officer
Source One Communications, Manila Philippines                                    2004 – 2005

Managed and directed all operations in a 1500 seat facility located in Manila, Philippines with annual revenues in excess of $25M, delivering support services across multiple verticals to North American clients including financial institutions, utilities, consumer electronics, and help desk functions. Reported directly to the President and Board of Directors.

* Day to day oversight and leadership of operations, human resources, quality, training, facilities, and I.T. services, as well as client management and new business development
* Over the course of 12 months increased EBITDA  by 13% and additionally won $7.5M in new business both organically and through new business acquisitions
* Introduced and implemented improved staffing models, workforce management, and operational efficiencies resulting in a high level of agent utilization directly impacting profitability and client service levels
* Reorganized and restructured hiring, training, and quality measurement models resulting in client satisfaction ratings at or above client mandated performance levels
* Decreased agent time to perform at minimum standards from training from 90 to 45 days

Senior Manager, North American Operations
Stream International Inc. Carrollton, TX.                                                      1996 – 2004

Stream International a global leader in outsourced technical and customer support services with over 9,000 CRM Agents and $260M in annual revenue.  Responsibilities included management and oversight of day-to-day operations (nine contact centers with approximately 7000 employees)

* Successful implementation of 4 new contact centers (1000+ seats), and new contract implementations. Responsibilities included start-up, client interface, and initial ramp of sites/business in Canada, US, Europe, and India.
* Responsibility to evaluate and drive day-to-day performance in all call centers within North America
*  Leadership for all workforce management and strategic planning activities in North America.

Senior Manager of Operations Planning organization with responsibility for directing all staffing, scheduling, capacity, forecasting, and Intraday functions over 10,000 employees in 11 North American and India site operations.

* Reengineering of all workforce management processes across North America to a centralized model
* Centralized WFM model drove positive improvements on average of 5% increased utilization, decreased shrinkage by 3% and client service level attainment from 73% of all contracts to 89% over a 12 month period

Service Delivery Manager for OEM and ISP based groups (800+ agents) in a 2000 seat center.

* Successfully managed budget, P&L, operations, and clients.
* Groups were both inbound and outbound, technical support, sales, billing, and customer retention (Cancel/Save)
* Annual revenue in excess of $60M for all accounts combined.

Senior Project Manager
Pfeiffer Construction Inc., Silverton, OR                                                      1991 – 1996

Project Management of multiple commercial and residential projects, including the successful completion of 3 large scale commercial projects over $100M.

* Direct supervision of superintendent, foreman, and work crews both residential and commercial
* Successfully coordinated sub-contractors and material delivery.
* Responsible for evaluation of all subcontractor and vendor proposals, preparation of final estimates, subcontracts, and purchase orders.
* Documentation in the following areas: supervisory daily logs, daily labor and equipment reports, Critical Path Schedule Updates, requests for clarification and change orders, and photographic documentation.

Education, Awards and Professional Associations

* San Diego State University – BS Business Administration
*  Service and Support Professionals Association
* Association of Support Professionals
* Named Runner Up in Support by Small Business Computing (January, 2006)