i am Travis

A senior Contact Center/BPO Professional, with 16 years of leadership experience in frontline operations, backend support functions, client services, and vendor management. Experience driving results on Technical Support, Customer Service, and Sales programs across diverse verticals including Consumer Electronics, Personal Computer, Software, Broadband ISP's, Wireless/Mobility as well as Travel and Leisure.

I've managed programs in the US, Canada, India, and the Philippines.

Specialties: Strategic Planning: volume & resource forecasts, workforce management, service strategy, revenue and cost projections Performance Reporting & Analysis: scorecards\dashboards, contact driver analysis, quality management, decision support Customer Service\Technical Support Leadership: multi-tier, training, service level management, employee development Contact Center Technology: call routing, CRM, workforce management, knowledge management, reporting & analytics tools

Experience

Oct 2011 - Present
Executive Vice President, Advanced Services Division / Teleperformance
Aug 2010 - Oct 2011
Vice President of Client Services / Teleperformance
Aug 2009 - Aug 2010
Sr. Director of Client Services / Teleperformance

Sr. Director of Client Services in the Philippines responsible for leading a team account managers and providing day-to-day client services, operational leadership and financial management of multiple accounts across multiple sites in Manila and Bacolod.
May 2006 - Aug 2009
Director of Client Services / Teleperformance

Responsible for leading a team of geographically dispersed account managers and providing day-to-day client services and operational leadership for the largest contact center solution provider in the world. Managed global technical support and customer service programs in the US, India, and the Philippines. Responsible for interfacing and coordinating internal support groups including Workforce Management, Reporting, IT, Operations, and Recruiting as well as acting as the liaison between these groups and the client. Accountable for driving revenue in excess of $55M as well as overall P&L management.
Jul 2002 - May 2006
Manager, Decision Support / Expedia, Inc.

Responsible for providing reporting, analytical, and planning support within a multi-business unit, multi-center environment with both in-house and outsourced contact centers. Provided long term cost of sales and contact volume forecasting for multiple business units. Drove contact center strategy through the analysis of contact drivers and key performance indicators. Championed the implementation of contact center technology including reporting and analytics solutions and call routing platforms.
May 2000 - Jul 2002
Manager, Call Center Operations / StarBand, Inc.

Responsible for Contact Center Operations in a startup environment, including forecasting contact volume and resource requirements; scheduling and staffing; reporting and analysis; and real-time performance management. Managed the development of Siebel's CRM solution in addition to customer and dealer facing knowledge management tools. Developed partnerships with outsource vendors to enable staff scalability and business continuity.
Oct 1995 - May 2000
Sr. Manager, Service & Support / Packard Bell NEC

Responsible for implementing and managing customer support strategy for the NEC, ZDS, and Packard Bell consumer and commercial customer bases. Managed 200+ agents providing multi-channel customer support. Drove product improvements through "Voice of the Customer" feedback and contact driver analysis. Developed the NEC Major Accounts group who provided support to high-profile, high-value corporate accounts.