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8515 Dee Circle * Riverview, Florida 33569

Contact Center Operations, Sales, Customer Care
Innovative Contact Center Executive with 20+ years of experience lifting custome
r experience for wide range of small-to-medium companies and Fortune 500 leader
ITT. Inspire customer care and sales teams of 100+ to top performance with insig
htful approach. Quickly resolve pressing issues for internal and external custom
ers to bolster overall service levels. Possess savvy business skills with qualif
ications including Benchmark Certified Contact Center Manager and Florida Real E
state License. Versatile skill set includes multi-million dollar budget manageme
nt, operations re-engineering, goal attainment, and project management. Widely r
ecognized as a powerful motivator, skilled problem solver, and articulate commun
icator who thrives in challenging work environments.

Customer Satisfaction * Sales Growth * Team Building * Organizational Transforma

Department Start-Up * Client Retention * Marketing Initiatives * Program Launch
* Goal Setting
Budget Planning * Training & Development * Script Creation * Production Achievem

WCI COMMUNITIES INC, Sun City Center, Florida * 1999 to Present
Leading luxury homebuilder named America's Best Builder in 2004.
Director of Marketing Services
Spearhead contact center, catalog fulfillment, and customer care operations, lea
ding team of 50+ and managing $3 million budget. Direct data entry and contact s
ales/customer service operations. Establish strategic and measurable sales/busin
ess objectives. Serve as key member of CRM board and integration team, collabora
ting with in-house and vendor resources for innovative solutions.
* Revitalized corporate sales, transforming non-licensed telemarketing team into
licensed Real Estate Sales support department with strengthened communication a
nd closing skills.
* Boosted sales growth, delivering $1.4 billion in sales over 7-year period thro
ugh Contact Center leadership with 2,880+ total sales and $500,000 average sale
* Skillfully balanced morale and production through declining market condition,
staff reduction, and Chapter 11 proceedings, driving trust through open and regu
lar communications.
* Launched 24/7 Customer Care Help Desk, quickly resolving customer warranty cal
ls and emails.
* Invigorated Contact Center performance, growing team from 10 to 30 for increas
ed demand.
* Successfully refocused outbound telemarketing operations into blended contact
center, elevating support across inbound/outbound calls, emails, and chats.
CUSHMAN'S, West Palm Beach, Florida * 1996 to 1999
Direct marketing and catalog industry leader specializing in fruit products.
Operations Manager, The Cushman Fruit Company (1997 to 1999)
Jumpstarted catalog sales and customer care operations, leading team of 100+. Al
igned order entry, mail processing, reception, priority customer care, and inbou
nd/outbound catalog sales programs. Uncovered key production trends via ACD and
Smith-Gardner MACS reports.
* Accelerated operations performance, identifying outages and deploying strategi
c action plan.
* Maximized resource utilization, creating staffing plans for business ramp-ups
and ramp-downs and negotiating temporary service agreements for additional resou
rces as necessary.
* Instrumental to revenue growth, introducing inbound up-sell initiative, establ
ishing outsourcing services for call center, and developing corporate services t
eam for large account management.
* Expanded corporate presence, representing Cushman's at Chamber of Commerce mee
tings and through speaking engagements.

CUSHMAN'S continued:
Customer Service Manager, The Cushman Pearl Company (1996 to 1997)
Strengthened customer service levels for 200+ wholesale clients, leading team of
25. Established department strategic plans and managed budget of $300,000. Nego
tiated agreements with external service providers. Elevated staff capabilities t
hrough extensive training program.
* Bolstered departmental performance, introducing customer service policies and
procedures, optimizing seasonal staff recruiting, and improving telephone system
* Drove overall business development, launching outsourcing services for call ce
nter operations.
ITT/PALM COAST REAL ESTATE COMPANY, INC, Palm Coast, Florida * 1993 to 1996
Manager of Contract Office, Palm Coast Real Estate Company (1995 to 1996)
Facilitated contract office and sales leadership through purchase of ITT Communi
ty Development Sales Center and Construction Company. Fostered collaborative rel
ationships with sales team and title, mortgage, brokerage, and construction comp
anies through transition.
* Successfully transferred contract operations to new organization, processing e
xisting ITT-CDC and new corporate agreements while leading department transition
* Instituted internal contract policies and procedures for standardized agreemen
t approach.
Manager of Communication Response Center, ITT Community Development (1993 to 199
Orchestrated production, fulfillment, and communications for 114,000 customer da
tabase, aligning with 8 sales offices and 60 affiliate brokers as subsidiary of
Fortune 500 leader ITT. Created communications and marketing programs. Actively
managed $700,000 operating budget.
* Seamlessly transitioned organization through relocation and consolidation with
no production outages, retaining 50% of staff through 60-mile move while reduci
ng overall staff levels.
* Consistently led department through change, forming high-performing team in ne
w location, identifying, hiring, and training staff members, and planning for de
partment closure after sale.
* Exceeded business development goals, delivering 80% show factor for onsite/off
site sales offices with up to 70% show factor for sales seminars.
Note: Experience includes role as General Manager & Director of Operations with
SPINDRIFT MARKETING. Accomplishments include managing primary telecommunication
response contract with Fortune 500 leader ITT Community Development Corporation,
delivering $11+ million in sales, and building high-performing team of 50. Deta
ils provided on request.


Benchmark Certified Contact Center Manager, Purdue University
Florida Real Estate License
Property Management, Florida Community College
Assertive Management, University of North Florida
Bob Schultz Sales Training * Will Nowell Sales Training
One Minute Manager & Dale Carnegie Training