Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Development
Work Availability
Community Involvement
Quote
Development
Community Involvement
ProjectManager
Curtis Bills

Curtis Bills

Meridian,ID

Summary

Ambitious executive who focuses on creating winning teams fueled by employee engagement. In the game, know your name, team building, and results-driven competitive approach to leadership creates high performing teams. Delivering breakthrough performance in net promoter (+65%), revenue per call (+22%), credit and adjustments (-55%), calls per account (-35%), attendance (+24%) and employee Retention (+52%).

Overview

20
20
years of professional experience

Work History

Senior Director

T-Mobile
Meridian, ID
06.2019 - 09.2022
  • Provided regional support for over 7,000 team members across multiple centers, eight states.
  • Responsible for operation insights, business analytics, strategic direction, real-time execution, metric management, readiness planning, LOB integration, inner and outer feedback loops, program management, creative communication, and continuous improvement to Profit & Loss for central region.
  • Selected to lead integration with Sprint Customer Advocacy Team. Delivered stand-out performance results, beating deadlines and excelling in employee satisfaction (90%) and employee retention (95%) through merger and times of uncertainty.
  • Worked with outsourced partners domestically and far shore Philippines, Dominican Republic, Guatemala and Canada. Global responsibilities included new business development, financial analysis, risk management, and operations management.
  • Led development of business operation processes and policies.
  • Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.

Senior Director

T-Mobile
Seattle, WA
09.2018 - 05.2019
  • Lead Program Director for Team of Experts model. This model revolutionized relic call center structure, strengthened ownership in each customer interaction, unlocked financial potential, expanded partnerships and flipped call center industry on its head.
  • Delivered breakthrough performance in Net Promoter (+65%), Revenue per call (+22%), Credit and Adjustments (-55%), Calls Per Account (-35%), Attendance (+24%) and Employee Retention (+52%).
  • Selected for exclusive integration groups (NDA) in preparation for Sprint merger, including employee experience, new center launches, organizational development, frontline rollout, capacity planning, budgeting, success definition, real estate, and migrations.
  • Led development of business operation processes and policies.
  • Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
  • Executed business plans and developed [Type] tools to facilitate project initiatives, trainings and administrative activities.
  • Prioritized and allocated valuable resources to meet business targets.

Director

T-Mobile
Richmond, VA
07.2011 - 08.2018
  • Lead competitive, engaged, diverse, dynamic and award winning workplace for more than 1,000 frontline and leadership team members across multiple states.
  • Changed the game in call center attrition, improving to 89% employee retention (from 30%).
  • Recognized with Transformer Award for evolving customer and employee experience in Team of Expert model.
  • Supported large markets spanning across CA, NV, Utah, Montana, Oregon and Idaho.
  • Partnered across channels of Engineering, Retail, Marketing, etc to improve customer experience within each market, breaking records in NPS +15 bps, resolution +3 bps and reduced handle time by 50 seconds.
  • Experienced in retail support, retention, sales management, offers and promotions, sales and general care.

Senior Manager, Work Force Management

T-Mobile
Seattle, WA
10.2005 - 10.2007
  • Worked with corporate executives to develop strategic and tactical plans to meet different requirements.
  • Managed service level in national command center for multiple lines of business. Set and adjusted schedules to maintain optimal coverage and service levels for internal and outsourced call centers.
  • Coordinated implementation of people-related services, policies and programs through national partnerships.
  • Assisted senior management with making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations.

Workforce Manager

T-Mobile
Meridian, ID
06.2004 - 09.2005
  • Launched new call center, street to seat 1,000 employees.
  • Fostered relationships with internal personnel to cultivate optimal service levels, attrition and quality.
  • Managed team of multiple lines of business, driving productivity and reducing process lags by effectively training staff in best practices and procedures.
  • Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
  • Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
  • Created and implemented forward-thinking initiatives to improve employee engagement.
  • Discovered and resolved complex employee issues that affected management and business decisions.
  • Forecasted expected personnel demands and developed forward-thinking approaches to achieve objectives.
  • Liaised between multiple business divisions to improve communications.

Unit Manager

CitiCards, ID
Boise, ID
08.2001 - 05.2004
  • Supervised staff of collectors, monitoring phone calls and letters.
  • Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
  • Counseled customers on payment options and arranged installment agreements.
  • Resolved challenging situations with friendly but firm strategies.
  • Used skip tracing and other techniques to locate debtors.

Field Sales

Dewey Co. and Clark Co
Temecula, CA
01.1998 - 01.2001
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Studied geographic areas to identify potential buyers and increase door-to-door sales.
  • Learned and implemented consultative selling skills to identify opportunities, overcome objections and close sales.
  • Consulted with clients after sales or contract signings to resolve problems and provide ongoing support.

Education

Bachelor of Arts - Business Management

BOISE STATE UNIVERSITY
Boise
05.2001

Skills

  • Collaborative Leadership
  • Culture Transformation
  • Strategic Vision
  • P&L Responsibility
  • Stakeholder Relations
  • Operations Management
  • Productivity Management
  • Talent Review
  • Recognition Programs
  • Business Analysis
  • Crisis Communications

Accomplishments

  • #1 Best Place to Work, Virginia (2x)
  • #1 Best Place to Work, Idaho (2x)
  • #1 Center in Customer Care (4x)
  • $40K CEO Team Recognition
  • Top 1%, Winner Circle (6x)
  • Peak Achievement, Values Award
  • Transformer Award, TEX
  • McGuire Award, Leader Impact

Timeline

Senior Director

T-Mobile
06.2019 - 09.2022

Senior Director

T-Mobile
09.2018 - 05.2019

Director

T-Mobile
07.2011 - 08.2018

Senior Manager, Work Force Management

T-Mobile
10.2005 - 10.2007

Workforce Manager

T-Mobile
06.2004 - 09.2005

Unit Manager

CitiCards, ID
08.2001 - 05.2004

Field Sales

Dewey Co. and Clark Co
01.1998 - 01.2001

Bachelor of Arts - Business Management

BOISE STATE UNIVERSITY

Development

  • Leadership Edge for Executives
  • Leading Innovative Change, Berkeley
  • Executive Sponsor, Revenue Program Mentor
  • Executive Leadership Mentor for LDP, M4, and M9
  • Operations Management University
  • National Trainee for Sears/CitiCards

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Community Involvement

  • Huddle Up
  • Ronald Mcdonald House
  • Boys & Girls Club
  • Toys for Tots
  • Rake up
  • Habitat for Humanity
  • I am ELITE special need athletes
  • Buck Hay fund raiser
  • The Echo Effect social campaign

Quote

Yesterday’s home runs don’t win today’s games.
Babe Ruth

Development

  • Leadership Edge for Executives
  • Leading Innovative Change, Berkeley
  • Executive Sponsor, Revenue Program Mentor
  • Executive Leadership Mentor for LDP, M4, and M9
  • Operations Management University
  • National Trainee for Sears/CitiCards

Community Involvement

  • Huddle Up
  • Ronald Mcdonald House
  • Boys & Girls Club
  • Toys for Tots
  • Rake up
  • Habitat for Humanity
  • I am ELITE special need athletes
  • Buck Hay fund raiser
  • The Echo Effect social campaign

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