MARVIN TULLOCH

• Led large cross-functional teams focused on delivering best in class customer experience benchmarks, tech support, customer retention and sales execution
• Developed and implemented sales strategies that resulted in 20% sales increase in less that 12months
• Identified targeted areas of improvement and implemented data-driven solutions that Improved customer satisfaction scores (NPS) by 35%
• Partnered with near-shore operational team and launched customer service and retention campaigns in the Philippines
• Aligned organizational objectives with company mission, revenue targets, profit margins and business growth by collaboratively developing integrated strategies.
• Managed large-scale projects and introduced new systems, tools, and processes to achieve customer acquisition objectives.

• Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
• Developed program to promote new managers from within, building and maintaining cohesive leadership structure.
• Maintained P&L and shouldered corporate fiscal responsibility, resulting in a 15% reduction in operational cost.
• Developed KPI focused strategies to monitor, assess and optimize sales and the customer experience; resulting in a 30% sales performance improvement in 120 days
• Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
• Improved customer experience by 15% through the implementation of customer focused engagement strategies.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.

• Oversaw and directed all aspects of operations, including but not limited to Production Teams, HR,Payroll,Training, IT, WFM, Employee Engagement, etc
• Introduced lean methods and innovative customer centric initiatives, resulting in a 85% customer satisfaction benchmarks.
• Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
• Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective.
• Developed strategic plans as well as operational and capital expenditure budgets to properly support optimal business growth

I. Vice President of Operations 5/15-3/18

II. Director of Call Center Operations 3/14-5/15

III. Department Head 9/12-3/14

• Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
• Introduced sales matrix focused on balancing sales performance with customer retention, resulting in a 30% sales increase
• Supported Executive Team in reviewing, identifying and prioritizing strategic initiatives.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.