ANDREW REYNOLDS
Contact Center Executive
Fort Collins,CO
Summary
Strategic and results-driven leader leveraging 25+ years of growth management success. Growth-minded leader, who understands competitive landscapes, optimizes existing channel performance and identifies new opportunities to deliver strong revenue growth. Articulate communicator, able to interface with a variety of audiences to build and sustain relationships at multiple levels. Enterprise change agent, a tactical and creative thinker who effectively and constructively will lead companies to consider new and innovative approaches. Analytical and data-driven, able to conceptualize and analyze both problems and solutions and identify key metrics that will help companies work towards strategic objectives. Catalyst for employee engagement and satisfaction improvement.
Overview
20
20
years of professional experience
Work History
Vice President of Digital Transformation
24-7 Intouch Contact Center
Remote, US
08.2022 - Current
- Report to SVP as member of newly developed digital team
- Facilitated the expansion of Digital Transformation services by leveraging extensive expertise in Operations, Client Leadership, and Sales & Marketing partnering with over 30 global operational and support teams
- Led procurement of automated Quality Assurance system
- Developed intra-day operational and workforce reporting
- Identified opportunities to improve business process flows and productivity.
Vice President of Operations
24-7 Intouch Contact Center
Remote, US
03.2018 - 08.2022
- Top Operational role for multiple US clients
- Reporting to Global SVP
- Lead multi-client portfolio of $45MM+ across the US
- Oversee 10 Direct, 1000+ indirect employees
- Responsibility for Operational Strategy and Execution, Client Management, P&L, Employee Development, and Employee Sat
- 45MM P&L accountability
- Stabilized multiple business units saving $30MM annual revenue
- Performance results driving $15MM in additional annual revenues
Vice President of Global Growth
VIA Manufacturing Information Systems
Remote, US
02.2017 - 11.2017
- Report to CEO
- Top leadership role for marketing, sales and client relationship verticals for multiple portfolios including software, data center services, and hardware divisions
- Creation of brand identity and assets, product development, channel development, content and collateral
- Implementation of supporting technology toolset including CRM, inbound marketing platform and new website
- Developed lead generation and funnel strategies resulting in new business pipeline of $13MM
Vice President & General Manager
Qualfon Data Services Contact Center
Fort Collins, CO
05.2014 - 01.2017
- Report to COO
- Provide cohesive leadership across 6 US contact center sites (2,500+ FTEs), delivering inbound sales, customer care, and tech support services
- Responsible for the operations and supporting functions for 27 LOBs with $100MM+ revenues
- Personally closed a $18MM new logo deal with Visa, representing 30% of portfolio EBIT.
Vice President of Digital Strategies and Marketing
Center Partners, A WPP Company
Fort Collins, CO
08.2009 - 05.2014
- Reported to COO
- Managed all aspects of creating, implementing, and measuring the success of strategic digital/ traditional marketing plans, constantly improving all brand marketing (including advertising, publicity, sales support, research, and image control) necessary to drive core business and achieve/exceed sales pro[it and growth objectives for BPO Services and Online digital eLearning division
- Accountable for $1MM of marketing spend; managed 5 direct and 10 indirect reports
- Increased lead generation by over 800%, resulting in 4 new customers representing $35MM topline
CEO
Flipswitch Digital Marketing Agency
Fort Collins, CO
11.2010 - 02.2019
- A privately held provider of marketing strategy creation, execution, and analysis
- Responsible for identifying and attracting new business as well as running day to day operations
- Consultant for the creation and execution of marketing strategies and services management
- Delivered selection and oversight of vendor teams responsible for content and campaign development
- Website development and inbound marketing management
Education
Associate of Science -
Front Range Community College
Westminster, COAssociate of Science -
COLORADO STATE UNIVERSITY
Skills
Strong Communicationundefined
Affiliations
Leadership/Management -
Building Accountability Into Your Culture, Building Creative Organizations, Customer Service Leadership, Conflict Resolution Foundations, Listening to Customers, Risk-Taking for Leaders, Developing Managers in Organizations, Leading and Working in Teams, Managing Team Creativity
Customer Experience -
Key Account Management, Design Thinking: Customer Experience, Designing and Delivering Great Customer Experiences
Business Process -
Lean and Agile – DevOps Foundations, Business Innovation Foundations, Six Sigma Foundations, Six Sigma Green Belt, Performance- Based Hiring, Artificial Intelligence
Growth/Sales -
Selling to Executives, Negotiation Skills, Sales channel Management , Marketing and Sales Certifications Marketing Foundations: Integrated Marketing Strategies,Certificate in Innovative Marketing (CSU)
Personal Development -
Communication, Improving Your Judgment, Interpersonal Communication
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Vice President of Digital Transformation
24-7 Intouch Contact Center
08.2022 - Current
Vice President of Operations
24-7 Intouch Contact Center
03.2018 - 08.2022
Vice President of Global Growth
VIA Manufacturing Information Systems
02.2017 - 11.2017
Vice President & General Manager
Qualfon Data Services Contact Center
05.2014 - 01.2017
CEO
Flipswitch Digital Marketing Agency
11.2010 - 02.2019
Vice President of Digital Strategies and Marketing
Center Partners, A WPP Company
08.2009 - 05.2014
Associate of Science -
Front Range Community College
Associate of Science -
COLORADO STATE UNIVERSITY
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