EROL UCTUM
Mesa,AZ
Summary
Dynamic, results-driven executive with a proven track record in deploying complex operations and business initiatives that stabilize accounts, enhance productivity, and drive revenue growth. Collaborative leader adept at integrating modern tools and emerging technologies into business processes and training plans, consistently exceeding performance goals in fast-paced environments. Exceptional communication skills foster sustainable relationships with senior leadership, partners, vendors, and advisors. Equipped with a positive attitude and intuitive business acumen, capable of identifying profitable opportunities, defining change, and creating unique competitive advantages while overseeing complex operations and driving process improvements.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Senior Director of Operations
IntouchCX
10.2020 - Current
- Directed operational strategies for retail support and sales programs across various North American locations. Oversaw the development and implementation of work-from-home and on-campus initiatives. Led the creation and execution of return-to-site campaigns for programs that shifted to remote work during the pandemic. Managed onboarding and leadership training at Mesa campus, including the design and facilitation of programs like Leadership 101, Time Management, and Coaching Cycle.
- Established and upheld a new enterprise customer satisfaction standard for retail client.
- Optimized wallet share and operational efficiencies, resulting in an 18% year-over-year increase in top line revenue.
- Developed and implemented a blended stack rank of four key performance indicators to enhance action plan efficiency and accountability among operations managers and team leaders.
Senior Director of Operations
IBEX Global
01.2020 - 09.2020
- Oversaw operational requirements for programs yielding $16M in annual revenue, managing a workforce of over 1000 across two locations in the Philippines. Facilitated the conversion of nearly 50% of staff to a remote work model in response to evolving business conditions.
Senior Director of Operations
Startek
05.2013 - 09.2019
- Achieved operational excellence for programs with $27m in annual revenues, overseeing a diverse team of over 1800 personnel across four sites in the Philippines and Honduras. Delivered robust operational support for training quality assurance and workforce management, enhancing overall performance. Cultivated a culture of advancement and mentorship, resulting in multiple awards for team members at client summits. Drove significant growth in top accounts within telecommunications, e-commerce, and cable sectors, contributing to increased profitability for the organization.
- Drove a 38% increase in top-line revenue year-over-year from 2018 to 2019. Oversaw growth of lead account from 200 FTE to 3200 FTE across four sites and expanded lines of business from two to 11 through data analysis and enhanced client engagement.
- Developed and executed performance metrics to drive continuous improvement in service delivery.
Senior Director of Operations
Teleperformance
12.2007 - 05.2013
- Oversaw two Philippines sites (Manila and Bacolod) alongside two Account Managers, directing support of 2,000 FTE in Sales, Fraud, Customer Satisfaction (CSAT), QA, and WFM for a unit billing $32M annually. Designed and delivered Financial training for all mid-level management in Teleperformance Manila sites, including B2P, Gross Margin, Forecasting, and Budget. Developed, measured, and analyzed Key Performance Indicators (KPI) to improve client services and overall site profit.
- Created a tool book for the CSAT departments to utilize different protocols and procedures when doing deep dive analysis resulting in First Call Resolution (FCR) three points above target where the team was previously falling short of targets.
- Achieved sustained profit margins and elevated KPI performance metrics during billing software migration. Managed employee reduction effectively, prioritizing training attrition control and timely staff adjustments.
- Facilitated coaching and development programs for supervisors and assistant managers, leading to improved agent performance and reduced turnover rates.
Vendor Manager
Vonage
01.2006 - 01.2007
- Performed Inbound and Outbound sales campaigns in multiple Philippines sites. Ensured SLA achievement and individual vendor and enterprise level performance for Cost Per Sale, budget, and gross adds.
Chief of Marketing
Curves for Women (franchise)
01.2004 - 01.2007
- Developed operations, marketing, and sales strategies for the franchise.
Acting Call Center Director & Client Services Manager
Sykes Enterprises
01.2001 - 01.2004
- Improved production of a 1,400-agent contact center in Cebu, Philippines while maintaining acceptable P&L levels. Developed an Operational Plan with the Client and Senior Leadership Team to implement the first Inbound/Outbound Sales campaigns in the Philippines.
Director of Client Sales
Digital Lighthouse Corp.
01.2000 - 01.2001
- Managed campaigns for start-ups and ramp-downs for single and multiple site environments. Introduced Microsoft Project tool to coordinate multiple departmental activities that included resources and personnel in different sites. Improved sales reporting to provide more accurate client billing by authoring monthly and quarterly reviews and developed a database daily reporting function.
Director of Operations
Telelink Systems, Inc.
01.1998 - 01.2000
- Shared RFP and sales presentations with Sales Director in Denver and Pueblo, Colorado call centers, with additional U.K.-based operations. Increased productivity over 10% while implementing a reorganization resulting in reducing salary costs by almost 7% by introducing a system of team accountability to combat attrition of desired performers resulting in a turnover reduction of almost 15%.
Education
Bachelor of Science in Business Administration (BSBA) - Concentration in Marketing
University of Phoenix
MBA - Marketing
Singapore Business School
SingaporeSkills
- Leadership & Management Coaching & Development Design and Delivery of Training Programs
- Metrics & Quota Attainment Budget & Financial Management Internal Control Systems Maximize Client Engagement
- GP & P/L Operational Improvements & Efficiency RFP / RFI / RFQ Vendor Management
- Operational excellence
- Workforce planning
- Performance analysis
- Process improvement
- Leadership training
- Strategic planning and execution
- Operational efficiency
Accomplishments
- Supervised peak headcounts of 3,500 agents.
- Awarded STARTEK Impact Player of the Year 2016
- Awarded Top Ranked site in Client Enterprise 2018
- Top 10% Achievement 2014 and 2015
- Innovation Award 2017
- Six Sigma Green Belt 2005
- COPC Vendor Management Certification 2007
- ICMI Call Center Certification Course 2004
Affiliations
- International Customer Service Association (National plus Call Center Chapter) | Sigma Chi Fraternity Alumni Association
- Lion’s Club International (Service Organization)
Certification
- Contact Center Certified, International Customer Management Institute (ICMI)
- Vendor Manager Certified, COPC
- Six Sigma Greenbelt Certified, Lean Six Sigma
Timeline
Senior Director of Operations
IntouchCX
10.2020 - Current
Senior Director of Operations
IBEX Global
01.2020 - 09.2020
Senior Director of Operations
Startek
05.2013 - 09.2019
Senior Director of Operations
Teleperformance
12.2007 - 05.2013
Vendor Manager
Vonage
01.2006 - 01.2007
Chief of Marketing
Curves for Women (franchise)
01.2004 - 01.2007
Acting Call Center Director & Client Services Manager
Sykes Enterprises
01.2001 - 01.2004
Director of Client Sales
Digital Lighthouse Corp.
01.2000 - 01.2001
Director of Operations
Telelink Systems, Inc.
01.1998 - 01.2000
Bachelor of Science in Business Administration (BSBA) - Concentration in Marketing
University of Phoenix
MBA - Marketing
Singapore Business School
Awards
- Awarded STARTEK Impact Player of the Year 2016
- Awarded Top Ranked site in Client Enterprise 2018
- Top 10% Achievement 2014 and 2015
- Innovation Award 2017