Keith Howell
San Antonio,TX
Summary
Accomplished Senior Executive with over 25 years of proven expertise in Operational Management, business development, and cultivating strong client/customer relationships. Proficient in steering daily operations and driving transformative strategic and tactial action plans aimed at enhancing client/customer experiences and optimizing departmental policies/procedures to consistently exceed business objectives.
Overview
12
12
years of professional experience
Work History
Senior Executive
Accenture
Austin, TX
02.2012 - 01.2024
- Led a $100M cross-functional virtual call center team with more that 2100 FTEs with it's main focus on Epidemiology and Contact Tracing during the COVID-19 pandemic.
- Key Leader in the ramp up of a $50M initiative to establish a Regional Operations Center in South Texas
- Led a $30M Operations Center initiative with more than 500 FTEs partnering with the client to focus on Unemployment and getting state constituents back to work post COVID-19 pandemic.
- Key Leader in a $19M Operation solely focused on process documentation and mobilizing work in efforts to prepare the work to be managed by an outside entity for client efficiency and cost reduction.
- Led a Global Transformation and ramp up effort for a $7.5M initiative for client Content Moderation for a major gaming industry.
- Led the ramp up effort for a Global $7M initiative for multiple contact centers focusing on Customer Service, Payroll, Human Resources, and Vendor Management.
- Led the Global Transformation and Ramp Down effort for a $7M initiative of manufactured goods and services for customer service and supply chain.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Optimized revenue streams by consistently exceeding client expectations.
- Engaged in regular communication with executive leadership regarding strategic initiatives.
- Automated office operations and managed client and employee correspondence, scheduling, record tracking and data communications.
- Prepared monthly financial reports for senior executive officer review.
- Assisted chief executive officer in recruitment and employment contract negotiations.
- Identified areas of improvement in existing processes or technologies used by the company.
- Oversaw employee hiring, recruitment and training for multiple business locations.
- Evaluated business proposals from prospective clients to determine viability of projects.
- Developed and implemented strategies to increase profitability and reduce costs.
- Facilitated collaboration between internal teams as well as external partners.
- Negotiated complex contracts with vendors, suppliers, and other stakeholders.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Developed actionable plans for improving operational efficiency across the organization.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
Some College (No Degree) - Biology
University of Delaware
Newark, DESkills
- Operations Oversight
- Operational Management
- Operational Leadership
- Business Planning
- Cost Reduction/Containment
- Strategic Planning
- Program Oversight
- Project Management
- Policy Development
- Performance Improvement
- Growth Planning
- Scheduling
- Forecasting and Capacity Planning
- Schedule Management
- Staff Management
- Vendor Management
- Communications Management
- Logistics and Compliance Management
- Supply Chain Management
- Content Moderation
Timeline
Senior Executive
Accenture
02.2012 - 01.2024
Some College (No Degree) - Biology
University of Delaware