Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kevin King

Blountville,TN

Summary

Accomplished management professional specializing in operations and vendor relations. Expertise in strategic planning and process improvement, driving effective contact center operations while overseeing multi-million dollar budgets. Proven ability to enhance customer satisfaction and operational efficiency through innovative team leadership.

Overview

31
31
years of professional experience

Work History

Senior Director, Operations, Vendor Relations/Outsourcing & Driver Service Team – Intake/Dispatch

Agero
Remote, TN
09.2024 - 08.2026
  • Spearheaded initiative to transform Driver Service Team operational model to end-user cohort structure, improving contact center efficacy and quality.
  • Led strategic planning and implemented new programs while deploying productivity-enhancing technologies across domestic, near-shore, and offshore vendor locations.
  • Contributed to outsourced strategy implementation, enhancing geographic diversification.

Director, Vendor Relations/Outsourcing & Driver Service Teams – Intake/Dispatch

Agero
Remote, TN
08.2021 - 08.2024
  • Achieved record KPI levels across all Intake & Dispatch Driver Service Teams while managing over 85% of contact center volume/budget.
  • Managed sourcing and contract negotiations for third-party partners, overseeing $68M annual spend and 1,300+ FTE footprint, handling over 85% of contacts.
  • Created and implemented global BPO processes, ensuring consistent staffing and KPI delivery across teams.
  • Led global BPO operational staffing and KPI achievement through performance reviews, listening sessions, and audits.

Director of Operations – Contact Center & Accident Management

Agero
Tri-Cities, TN
09.2019 - 07.2021
  • Managed $33M annual budget and coordinated operations across multiple sites (Sebring, FL; Tri-Cities, TN; Mesa, AZ), directing 7 managers and 44 supervisors to achieve operational goals.
  • Enhanced customer experiences and increased sales opportunities while ensuring fulfillment of complex service commitments.
  • Created and scaled Agero's Work From Home program to accommodate 1,000+ FTEs in 2020, enabling continued service delivery during operational disruptions.

Senior Operations Manager – Vehicle Incident Management

Agero
Tri-Cities, TN
04.2018 - 09.2019
  • Optimized performance metrics and operational activities for Vehicle Incident Management, surpassing KPIs through efficient project planning, scheduling, and budgeting across internal and vendor networks.
  • Launched and managed VIMs vendor partnership, resulting in increased staffing capacity and improved cost efficiency.
  • Led Agero’s global Accident Management Operations, supporting clients and their customers following accidents (Accident Scene Management and Vehicle Release Management).

Operations Manager

Agero
Tri-Cities, TN
06.2016 - 04.2018
  • Led the operational launch of the Consumer Affairs Client Services program, scaling rapidly to 650+ FTEs across 3 internal and 3 vended locations. Functioned as client liaison to establish relationships and secure future business.
  • Implemented operational improvements (quality process, case audit forms, OJT process, KPI scorecard) that enhanced operational excellence and supported program growth with 43%+ margins.
  • Defined and executed operational model that eliminated backlog and escalations through refined training, support ratios, and escalation process.

Process Specialist III

Sprint Nextel (Now T-Mobile)
Remote, TN
06.2014 - 06.2016
  • Implemented process improvement initiatives through data collection and root cause analysis, resulting in streamlined operations.
  • Developed metrics to measure process performance, enabling identification of future improvement opportunities.
  • Analyzed complex issues and evaluated variable factors, leading to improved processes and enhanced data accuracy.
  • Researched, trialed, and procured time and motion software, eliminating over $1M in organizational contract spend.

Operational Consistency Manager/Project Manager III

Sprint Nextel (Now T-Mobile)
Remote, TN
12.2007 - 05.2014
  • Applied Lean Six Sigma and COPC standards to enhance customer satisfaction and support revenue growth while managing costs.
  • Improved customer care performance by establishing consistent processes, policies, and analytics across the customer service organization.
  • Conducted baseline assessments of Sprint Nextel and vendor-managed contact centers, identifying key performance improvement opportunities.

Manager, Customer Service I

Sprint Nextel
Orlando, FL
12.2005 - 12.2007
  • Achieved leading churn reduction results (108.73% of target) and consistently exceeded CSAT metrics.
  • Developed and executed strategies that improved customer satisfaction and retention while boosting productivity.
  • Led teams of operations supervisors and specialists to enhance service delivery in inbound customer service organization.
  • Received Pinnacle Club Award for significant contributions to company success.

Project Manager II – Sales

Sprint Nextel
Orlando, FL
03.2004 - 12.2005
  • Developed and implemented the 2005 Orlando Strategic Sales Plan, exceeding targets and generating $13.2M in revenue.
  • Provided strategic sales direction to operations teams, leading to increased sales and revenue.
  • Analyzed data to develop targeted action plans, sales strategies, and incentive programs that aligned with business objectives.
  • Created reporting tools for forecasting, line of business segmentation, and strategic product mix to improve decision-making.
  • Most Consistent Product Mix Award (1Q 2005).President’s Club Award (2004)

Team Lead

Sprint Nextel
Bristol, TN
09.2000 - 02.2004
  • Led customer care teams of up to 20 individuals, enhancing service quality and team engagement.
  • Managed daily operations and compliance, ensuring adherence to quality service standards.
  • Generated over $3.2M in sales revenue in 2002 and over $3M in the first half of 2003.
  • Received Heart Award in 2002 for exceptional contributions to team success.

Metro Market Leader/Retail Sales Manager

Champs Sports
Greater Nashville Area, TN
07.1995 - 06.2000
  • Successfully turned a non-profitable location into a profitable business, increasing annual sales by 33% and generating $300K in profit.
  • Managed six metro area stores, overseeing sales volumes from $800K to $1.6M to drive overall district performance.
  • Led personnel management, promotions, operations, and training to enhance team effectiveness and store operations.
  • Received District Shrink and Compliance Award in 1999 for exceptional inventory management, contributing to overall profit margins.

Education

Bachelor of Arts - Business Administration

King University
Bristol, TN
05-1995

Skills

  • Contact center operations and BPO management
  • Strategic planning and execution
  • Performance and KPI management
  • Vendor and stakeholder relations
  • Budget and financial management
  • Contract negotiation skills
  • Process improvement methodologies
  • Lean Six Sigma principles
  • COPC standards implementation
  • Sales management techniques
  • Remote work implementation strategies
  • Team leadership and development
  • Training and development programs
  • Customer satisfaction strategies

Timeline

Senior Director, Operations, Vendor Relations/Outsourcing & Driver Service Team – Intake/Dispatch

Agero
09.2024 - 08.2026

Director, Vendor Relations/Outsourcing & Driver Service Teams – Intake/Dispatch

Agero
08.2021 - 08.2024

Director of Operations – Contact Center & Accident Management

Agero
09.2019 - 07.2021

Senior Operations Manager – Vehicle Incident Management

Agero
04.2018 - 09.2019

Operations Manager

Agero
06.2016 - 04.2018

Process Specialist III

Sprint Nextel (Now T-Mobile)
06.2014 - 06.2016

Operational Consistency Manager/Project Manager III

Sprint Nextel (Now T-Mobile)
12.2007 - 05.2014

Manager, Customer Service I

Sprint Nextel
12.2005 - 12.2007

Project Manager II – Sales

Sprint Nextel
03.2004 - 12.2005

Team Lead

Sprint Nextel
09.2000 - 02.2004

Metro Market Leader/Retail Sales Manager

Champs Sports
07.1995 - 06.2000

Bachelor of Arts - Business Administration

King University
Kevin King