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Experience: CUSTOMER SOLUTIONS GROUP,Denver, Colorado,1993-PresentChief Operating Officer: Founded customer contact management consulting and telesales firm offering comprehensive solutions for sales, customer service and general call center operations. Projects for Fortune 500 and startup clients include: New sales design and implementation, strategic operational & technical design, equipment and software selection and implementation, process reengineering, monitoring, agent workgroup configuration, reducing telecommunication and personnel expense, budget analysis and business planning, and completion of comprehensive contact center assessments. TELETECH Denver, Colorado 1993 Vice President, Operations: Managed operations for one of the top five publicly traded telemarketing service bureaus in the country. Started up Denver flagship operation. Re-designed manpower management systems to save over 15% in less than three months. Created unique approaches to modeling and managing prospective client campaigns.CUC INTERNATIONAL Stamford, Connecticut 1990-1992.Vice President, Operations: Significantly improved the performance of the 1,000 person travel division of CUC International, a $1.2 Billion dollar NYSE company that provides direct customer support & ecommerce to holders of major bank credit cards. Line responsibility for two "800" number inbound phone centers, complete with reservation agents, centralized customer service, quality control, and computer systems departments. Created operation to manage a $4.5 MM new line of business. Revitalized division's customer service approach by training all agents on company philosophy and sales.1989-1990:Vice President and General Manager, Nashville, Tennessee: Ran 220 person travel reservation and support center. Improved quality control/customer service productivity 15%. Increased effectiveness of quality control department 40%. Increased reservation agent productivity 20%.1987- 1989:Director, Operations Planning, Stamford, Connecticut: Key member of management team that improved operating performance by $1 MM per month. Developed and implemented unique forecasting, scheduling, and management information system. Improved work force utilization by over 10% ($1 MM per year) and decreased telecommunication costs by 10% ($1 MM per year). Developed and implemented the computer based analytical approach still used by the company to evaluate customer retention. Incorporated retention information into the management of the firm's 200,000+ monthly hours of telemarketing and improved net sales per hour. Lieutenant, Supply Corps, United States Navy,San Diego, California1980-1985Managed all crew and business services for the 250 man crew of a destroyer, including payroll, logistics spare parts, food service, and ship’s store. Department evaluated as one of best in fleet. Education HARVARD BUSINESS SCHOOLBoston, Massachusetts1985-1987.Awarded MBA June 1987. Emphasis in Managerial Economics. UNIVERSITY OF FLORIDA,Gainesville, Florida,1976-1980,Bachelor of Science in Business Administration, Finance, December 1980. Awarded full NROTC Scholarship, Dean’s List. Minor: Mechanical/Nuclear Engineering. | 