Summary
Overview
Work History
Education
Skills
Websites
Affiliations
References
Timeline
Generic

David F. Palmer II

Scottsdale,AZ

Summary

Executive leader with extensive experience across public and private sectors, focusing on strategic planning and operational excellence. Demonstrated success in driving growth, profitability, and shareholder value while successfully managing a global workforce of 30,000. Expertise in market expansion, operations, and client relationship management, consistently achieving top-tier results. Proficient in developing and executing effective business operating plans and strategic initiatives.

Overview

32
32
years of professional experience

Work History

President

Everise Inc.
01.2018 - Current
  • Led all aspects of day-to-day operations for a firm delivering BPO/ITO services with revenues approaching $600M YE 2025 and 30k employees globally.
  • Integrated a $170M carve out with 16K global employees.
  • Drove strategic plan in creating a Healthcare and Insurance focused BPO servicing the largest payers in the US Marketplace.
  • Delivered industry leading EBITDA Margins (18-20%) over the past 7 years. Overall EBITDA increased from $7M in 2018 to over $100M in 2023.
  • Partnered with the CEO & Founder in delivering two shareholder transactions with Top Tier Private Equity Firms (Brookfield Capital, Warburg Pincus) with valuations at $340M in 2020 and $1.0B in 2023.

Chief Operating Officer

VXI Global Solutions LLC.
01.2015 - 01.2018
  • Responsible for all aspects of operational & financial performance across 4 geographies (Philippines, US, Jamaica, Guatemala) within the VXI Americas BPO & ITO with 18,000 employees.
  • Overall responsibility for developing and executing America’s BPO & ITO strategic 3-year Board Plan.
  • Led a team of 30 New Logo Sales & Marketing and Client Services staff responsible for new revenue and existing client growth objectives.
  • Realigned and reorganized the entire Sales & Marketing and Operations teams to drive revenue growth and optimize SG&A expenses.
  • Executed expansion efforts into two new regions (Jamaica & Guatemala) in 2016-2017.
  • Responsible for overall net new revenue growth from 2015-2017 in excess of $160M.
  • Delivered strong EBITDA Margins of 23% YOY as the business continued to scale from $250M in Annual Revenue to over $500M run rate FY ending 2018
  • Provided leadership role in 2016 M&A transaction from Bain Capital to The Carlyle Group in which Carlyle acquired 70% majority ownership in the business with a valuation of $1.1B.

Senior Vice President, Business & Corporate Development

Working Solutions LLC.
01.2014 - 01.2015
  • Consultative (contract) leadership role for new client account growth across all verticals in maturing the business & corporate development processes. Sole sourced and closed $12M in ACV revenue.
  • Redefined the value proposition and pillars for more clear messaging in the marketplace, provided direction to the marketing team on branding, collateral development, messaging & delivery.
  • Implementation of new sales forecasting and tracking of sales pipeline goals.
  • Responsible for all healthcare vertical related business relationships including establishing a Licensed Insurance Brokerage for Life and Health Licensed Agents.
  • Partnered with Chairman, CEO and CFO to assess and target potential acquisitions to diversify revenue, grow the business and potential exit strategy for founders.

Chief Operating Officer

Connexions Inc., an Optum Health Company
01.2012 - 01.2014
  • Overall responsibility in managing all aspects of Connexions business process outsourced operations as a subsidiary of Optum Health. Connexions serviced 10 of the nation’s largest healthcare providers & PBM’s through acquisition, retention, service, outreach and public & private exchanges.
  • P&L responsibility with revenue growth of 37% YOY. Revenue growth increased from $187M in 2012 to $355M in 2014.
  • Achieved operating margins of (Net Income) 11 - 13% while continuing to invest in maturing and building the business to accommodate growth.
  • Direct reporting responsibility for over 12,000 employees in 11 contact centers domestically with functional accountability in Training, Quality Assurance, Leader Development, Capacity Planning & Workforce Management, Client Services, Information Technology, Service Center Operations, Financial Planning & Analysis, Compliance, Facilities & Real-Estate.

President and Chief Operating Officer

Surpass Contact Centers
Bedford, NH
01.2010 - 01.2011
  • Minority shareholder & managing partner for a privately held onshore contact center start up based in Bedford, NH with revenue of $7M and employee base of 300 across two locations.
  • Primary services target Telecom, Cable, Print Media and Healthcare verticals with the core value proposition aimed at inbound and outbound customer service and retention transactions.
  • Key performance highlights include: 2010 revenue growth of 50%, onshore Gross Margins near 40% and EBITDA margin of 12%
  • Arranged financing with a private equity partner and bank lenders to fund growth initiatives.

Chief Operating Officer

eTelecare Global Solutions
01.2007 - 01.2009
  • Successfully managed a Public Global Business Process Outsourcing Company with 13,000 employees operating 18 service centers in 4 countries, servicing 30 Fortune 1000 clients with 75 programs across all major industry verticals.
  • Overall organizational responsibility for Human Resources, Information Technology, Client Services, Facilities, Operations Planning, Quality Assurance, Recruiting, Training, Regional Service Center Operations and Existing Client Sales.
  • P&L accountability in which revenue increased 16% and maintained top tier double-digit EBITDA margin performance.
  • Delivered top quartile results for clients ranking as the #1 Provider in 70% of the programs vs. captive and outsourced competitors resulting in program churn averaging less than 5% annually while expanding the global platform through acquisition and organic growth of four new facilities in four countries which added over 2000 agents.
  • Supported a competitive bidding and due diligence process that led to the sale of eTelecare to two private equity firms for $288MM reflecting a premium of 62% over the three-month average stock price, eventually merging with Stream Global Services in 2009.

Senior Vice President – International Operations and Global Outsourcing

America Online Inc.
01.2004 - 01.2007
  • Overall responsibility for managing the entire scope of business for International internal/outsourced service centers for America Online products and services, principally in the areas of Inbound Teleservices, Telesales and eSupport. The service center network extended to 9 companies and 15 locations with over 3,000 external and 4,000 internal dedicated agents servicing over 70 million inbound transactions annually.
  • Vendor Management responsibilities included $100MM in contracted outsource service agreements.
  • Designed the overall strategy to optimize the profitability of services provided over a network of US, Canadian, African and Asian-based outsourced service centers.
  • Maintained a strong culture of success through AOL’s captive locations focused on the employee lifecycle, rewards & recognition and coaching for results leadership programs.
  • Continued to optimize AOL’s non-voice strategy across multiple channels such as email, chat, self-help portal, IVR and Voice Response infrastructure, improving customer experience, overall satisfaction and reducing annual operating costs.
  • Provided strategic plan through AOL’s service center divestiture strategy culminating with variable cost structure and moving to an outsourced only approach to support the AOL Free model.
  • Successfully contributed over $250MM in annual revenue through inbound telesales acquisition and retention marketing programs and campaigns as well as overall management of a $245MM annual operating plan.
  • Responsible for managing the customer service organization for AOL’s Low Cost Access Brands of 1.2MM subscribers within Netscape, CompuServe and Walmart Connect. Scope of services included customer acquisition, retention and technical support strategies, operations and technology for internal and external service centers consisting of 600 agents.

Vice President – Technical Support & Care, Member Development

America Online Inc.
01.2002 - 01.2004
  • Provided leadership to 1200 employees responsible for engineering service processes in Technical Support and Customer Service in alignment with each customer segment, identifying and integrating new products, programs, differentiating service and agent incentives into the service network.
  • Measured, analyzed and reported the customer experience across all of AOL’s Billing policies & practices, Technical Support processes supporting software products, ultimately leading the organization to define, adopt and implement best practices improving customer satisfaction and retention.
  • Key initiatives included defining the decision framework for reducing $450 MM in cash & service credit awarded to customers annually in voice channels, defect elimination initiatives in AOL client software, development of a technical support knowledge base and multi-channel service management implementation across email, chat, IVR and self-help to optimize financial cost and drive customer satisfaction improvements.
  • Responsible for $70 MM Siebel CRM implementation as the new customer service platform and desktop technology infrastructure for service center operations.

Vice President – Information Technologies Operations

America Online Inc.
01.2000 - 01.2002
  • Responsible for over 200 Information Technology Operations professionals in 20 NA AOL locations and Time Warner Corporate IT Operations in New York, NY.
  • Overall operations support responsibility included cost management of $40MM P&L in Hardware Asset Lifecycle Management, AOL Internal Help Desk Operations, Desktop/Printer Support, Executive Support, Desktop Engineering, Telecom Operations, Server Operations, IT Network Operations Center, Software Application Development and teleservices center operations.
  • Designed, implemented and managed a shared Help Desk providing operational support of Time Warner Corporate as a shared resource network to Warner Bros., Warner Music Group, Time Inc. and Information Technology organizations.

Vice President and General Manager – Member Development

America Online Inc.
01.1994 - 01.2000
  • Direct operational responsibility of 1300 front line agents for an inbound/outbound teleservices organization.

Education

High School Diploma -

Hancock Senior High
St. Louis, Mo
06-1987

Skills

  • Strategic planning and financial analysis
  • Sales forecasting and profitability optimization
  • Data-driven decision making
  • Performance metrics
  • Operational excellence
  • Operations management
  • Regulatory compliance and operational efficiency
  • Market expansion and revenue growth
  • Client relationship management
  • Team and organizational leadership
  • Cybersecurity and technology literacy
  • Organizational restructuring

Affiliations

  • 1988 -1991 United States Army Corp of Engineers
  • 1994 - 2005 America Online Executive Development Program
  • 2003 Center for Creative Leadership Executive Development Program
  • 2004 Harvard Business School Executive Development Program
  • 1997 - 2000 Board of Directors, Albuquerque Chamber of Commerce
  • 2004 - 2007 Chairman, AOL Philippines
  • 2007- 2010 Board of Advisors, Arizona State University, W.P. Carey School of Business Center for Services Leadership
  • 2012 -2020 Arizona Resident Life and Health Licensed Agent
  • 2018-Present Everise Director, Advisory Board Member

References

References available upon request.

Timeline

President

Everise Inc.
01.2018 - Current

Chief Operating Officer

VXI Global Solutions LLC.
01.2015 - 01.2018

Senior Vice President, Business & Corporate Development

Working Solutions LLC.
01.2014 - 01.2015

Chief Operating Officer

Connexions Inc., an Optum Health Company
01.2012 - 01.2014

President and Chief Operating Officer

Surpass Contact Centers
01.2010 - 01.2011

Chief Operating Officer

eTelecare Global Solutions
01.2007 - 01.2009

Senior Vice President – International Operations and Global Outsourcing

America Online Inc.
01.2004 - 01.2007

Vice President – Technical Support & Care, Member Development

America Online Inc.
01.2002 - 01.2004

Vice President – Information Technologies Operations

America Online Inc.
01.2000 - 01.2002

Vice President and General Manager – Member Development

America Online Inc.
01.1994 - 01.2000

High School Diploma -

Hancock Senior High

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