i am Travis
Updates
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Just posted a photo on #Yelp http://t.co/aCboefd7
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Travis just updated his blog: Rogue Hazelnut Brown Nectar @Beerhive. Check out the #Beer: http://t.co/86F9PnL7
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Travis just updated his blog: Full Suspension Pale Ale. Check out the #Beer: http://t.co/39Ue3uE1
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Travis just updated his blog: Autumnbock. Check out the #Beer: http://t.co/TzcTBVow
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I checked in at Bluefin Sushi Thai Grill (6694 Parkside Dr) on #Yelp http://t.co/iyx3Wuy8
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I checked in at Sushi Siam of Aventura (19575 Biscayne Blvd) on #Yelp http://t.co/JqXoMea5
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I checked in at Maxine Restaurant (1756 Collins Ave) on #Yelp http://t.co/E6AJpdpz
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Travis just updated his blog: Southwicks Irish Ale & Skuuzi @home. Check out the #Beer: http://t.co/2f05KOQP
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Travis just updated his blog: English Strong Ale @bigbearbrewingco. Check out the #Beer: http://t.co/nTEjuvjh
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My friends, come join me on @Pintley! Beer recommendations, reviews, community, and prizes. http://t.co/8VbGZfww
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Travis just updated his blog: St. Bernardus ABT 12 @wobcoconutcreek. Check out the #Beer: http://t.co/7DZLyr9V
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Travis just updated his blog: Chimay Cinq Cents @wobcoconutcreek. Check out the #Beer: http://t.co/4F6PgAt9
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Travis just updated his blog: Golden Pheasant @wobcoconutcreek. Check out the #Beer: Error
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Travis just updated his blog: Great Divide Oak Aged Yeti @wobcoconutcreek. Check out the #Beer: http://t.co/qM75watN
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I am @wobcoconutcreek Don't you wish you were #Beer.
Posts
Profile
Executive Vice President, Advanced Services Division at Teleperformance
Outsourcing/Offshoring | Miami/Fort Lauderdale Area, US
Summary
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.
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 - PresentExecutive Vice President, Advanced Services Division / Teleperformance
- Aug 2010 - Oct 2011Vice President of Client Services / Teleperformance
- Aug 2009 - Aug 2010Sr. Director of Client Services / TeleperformanceSr. 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 2009Director of Client Services / TeleperformanceResponsible 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 2006Manager, 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 2002Manager, 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 2000Sr. Manager, Service & Support / Packard Bell NECResponsible 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.
Recent tracks
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5 days ago
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Don't Stop Believin' (Regionals Version) by Glee Cast5 days ago
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One Love (People Get Ready) [Glee Cast Version] by Glee Cast5 days ago
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5 days ago
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Gives You Hell (Glee Cast Version) by Glee Cast5 days ago
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One (Glee Cast Version) by Glee Cast5 days ago
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Need You Now by Glee Cast5 days ago
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My Life Would Suck Without You by Glee Cast5 days ago
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Faithfully by Glee Cast5 days ago
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The Only Exception (Glee Cast Version) by Glee Cast5 days ago
Top artists
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Photos
Just a bunch of phooey.