Jeffrey Horvath
Cleveland,OH
Summary
Results-driven Customer Service and Business Process Outsourcing (BPO) Executive with over 23 years of experience leading global operations and managing vendors within the telecom sector. Demonstrated success in building and scaling international contact centers from the ground up in diverse locations including Egypt, South Africa, the Philippines, Jamaica, and the Dominican Republic, partnering with vendors such as Teleperformance and Sutherland. Expert in optimizing vendor performance, implementing process improvements, and leveraging data-driven strategies to achieve significant cost reductions (60%) and enhance key service metrics like NPS and CSAT. Proven ability to manage large-scale agent integrations (2000+ agents) and drive revenue through targeted sales campaigns. Skilled in global call center operations, strategic planning, and building high-performing teams.
Overview
25
25
years of professional experience
Work History
ASSOCIATE VICE PRESIDENT, CLIENT SERVICES
UnifyCX
01.2025 - Current
- Direct global client services operations for multiple telecom clients with delivery centers in the Philippines, India, the Dominican Republic, and additional international markets
- Lead a team of Client Service Managers to ensure consistent execution of service delivery, client satisfaction, and operational performance across regions
- Manage a $10M+ annual client portfolio, driving year-over-year revenue growth through strategic account development and service excellence
- Exceed client expectations across key performance metrics including NPS, CSAT, and resolution rate, while maintaining internal financial KPIs and cost efficiency
- Collaborate cross-functionally with operations, finance, and sales teams to deliver scalable, data-driven solutions that align with client goals and business objectives
ASSOCIATE DIRECTOR, VENDOR MANAGEMENT
AT&T
01.2014 - 01.2025
- Directed global BPO and contact center operations across Egypt, the Philippines, South Africa, and the Americas, overseeing multi-vendor performance and ensuring alignment with customer service KPIs including NPS, CSAT, and resolution rate
- Launched and scaled three new contact centers in Egypt during the COVID-19 pandemic, maintaining business continuity and achieving rapid first-to-market service reactivation
- Led the successful integration of 2,000+ agents into a centralized super center model in the Philippines, improving service efficiency, vendor engagement, and cost-effectiveness
- Deployed Salesforce within technical support operations to streamline workflows, reducing call transfers by 50% and increasing resolution rates by 700 basis points
- Executed cost optimization strategies that cut training, credit, and adjustment expenses by 25% annually, while sustaining service excellence and customer satisfaction
- Managed high-impact vendor partnerships across diverse cultural and operational landscapes, enhancing global service delivery and workforce performance
- Spearheaded the global rollout of DirecTV Now, introducing the service in the Philippines and expanding into multiple markets to drive new revenue streams
- Pioneered AT&T’s entry into the South African market with the successful launch of operations in Cape Town, broadening global presence and diversifying delivery capabilities
SALES EXECUTION MANAGER | PROJECT MANAGER
AT&T
01.2013 - 01.2014
- Led strategic initiatives across 12 global contact centers focused on training, sales planning, and KPI alignment to elevate sales performance and drive operational excellence
- Redesigned global IVR systems to enhance call routing and distribution accuracy, resulting in a 20% reduction in call transfers and a 15% year-over-year improvement in customer service scores
- Drove lead generation for Digital Life Sales through targeted campaign execution and upsell training, producing over 600,000 leads and 250,000 sales, and delivering millions in incremental revenue
- Developed and launched the Unified Bill project, integrating multiple services into a single billing platform, streamlining customer experience and increasing billing efficiency
VENDOR MANAGER
AT&T
01.2011 - 01.2013
- Managed strategic vendor partnerships across Jamaica, the Dominican Republic, the US, and Canada, improving customer service delivery, sales outcomes, and operational efficiency
- Led end-to-end offshore expansion by establishing five new BPO locations across Jamaica and the Dominican Republic with four vendors including Teleperformance and Sutherland, deploying nearly 1,500 agents and reducing costs by 60%
- Designed and implemented performance improvement plans that drove consistent KPI achievement and elevated customer satisfaction across all vendor sites
- Scaled vendor operations to support internal demand, expanding nearshore capacity in Canada and optimizing service frameworks through multi-vendor coordination
INTERNAL CALL CENTER MANAGER
AT&T
01.2009 - 01.2011
- Supervised a unionized retention team at the Cleveland contact center, consistently exceeding targets in broadband, wireless, and TV product sales
- Executed data-driven process enhancements that improved key metrics including Average Handle Time (AHT), Voice of the Customer (VOC), and first-call resolution, resulting in sustained improvements in customer satisfaction and team performance
Government Sales Representative
AT&T
01.2008 - 01.2009
National Retail Account Manager
AT&T
01.2007 - 01.2008
Retail Store Manager
AT&T
01.2001 - 01.2007
Education
Bachelor of Arts - Organizational Management, Marketing Management
Malone University
Canton, OH12.2022
Skills
- Global Customer Service Operations
- Multi-Vendor & BPO Management
- International Contact Center Leadership
- KPI Performance Management
- Cost Reduction
- Salesforce & IVR System Implementation
- Cross-Functional Team Leadership
- Data-Driven Decision Making
- Client Relationship Management
- CRM & Case Management: Salesforce Service Cloud
- Data & Reporting: Power BI, Microsoft Excel
- Client services management
- Vendor relationship management
- Operational performance improvement
- Strategic account development
AWARDS & RECOGNITIONS
Summit Award (7x Winner): Top 2% company-wide in annual sales performance at AT&T, Service Excellence Award: Recognized for consistently delivering outstanding customer service, Q4 EVP Award: Honored for exceptional achievement of key business goals, Balanced Performance Award: Acknowledged for excellence across multiple performance areas, Hi-Potential Program: Selected for AT&T’s leadership development track for future executive roles
Timeline
ASSOCIATE VICE PRESIDENT, CLIENT SERVICES
UnifyCX
01.2025 - Current
ASSOCIATE DIRECTOR, VENDOR MANAGEMENT
AT&T
01.2014 - 01.2025
SALES EXECUTION MANAGER | PROJECT MANAGER
AT&T
01.2013 - 01.2014
VENDOR MANAGER
AT&T
01.2011 - 01.2013
INTERNAL CALL CENTER MANAGER
AT&T
01.2009 - 01.2011
Government Sales Representative
AT&T
01.2008 - 01.2009
National Retail Account Manager
AT&T
01.2007 - 01.2008
Retail Store Manager
AT&T
01.2001 - 01.2007
Bachelor of Arts - Organizational Management, Marketing Management
Malone University