Visionary and strategic operations leader with repeated success leading Contact Center operations. Extensive experience directing cross-functional teams in the execution of change management, performance acceleration, technological solutions, and data optimization. Expert at project management, analytics, innovation, and advanced business strategy. Seasoned team builder, focused on developing high-performing leaders and fostering a culture defined by the organizations purpose.
Hi, I’m
Marvin Tulloch
Spring,TX
Summary
Overview
9
years of professional experience
Work History
Asurion Technologies
Senior Manager
05.2019 - 06.2022
Job overview
- Responsible for executing the operational strategy, managing business unit P&L, and driving accountability for sales and customer service divisions in both brick and mortar and virtual environments
- Led financial reviews, performance management, budgeting and forecasting initiatives, in addition to problem solving and process development
- Defined and managed multiple business critical KPI’s, including staffing ratios, operational efficiencies thresholds, net promoter score, sales attach rates, retention rates, first call resolution, occupancy, and overall productivity
- Managed 5 direct reports and indirect management of up to 1000 front line call center experts
- Designed comprehensive sales strategy which increased sales performance by 133% over 12 months
- Reduced attrition by 10% through extensive collaboration with recruiters, talent acquisition team, marketing, and finance
- Leveraged speech analytics to design actionable plans that resulted in customer satisfaction scores increasing from 70% to 85%
- Partnered with Diversity and Inclusion team to build long term strategies around employee engagement and employee moral
- Led two-day design sprint to isolate root cause and develop conceptual strategy to solve large-scale global supply chain challenge
- Partnered with telephony team to optimize IVR maps and reduce customer wait time by 35%.
Centerfield Media
Senior Director Of Call Center Operations
01.2015 - 01.2018
Job overview
- Directed the strategy for a 1200 seat call center operation that handled calls on behalf of Comcast, Cox, AT&T, Charter, and other telecommunication vendors
- Directly responsible for sales and customer service performance
- Managed vendor, client relations
- Oversaw all verticals, including but not limited to HR, Payroll, Operation, IT, Training and Recruiting
- Scaled sales performance by 25% in 2015 through newly introduced performance optimization strategies
- Reduced site attrition by 35% by introducing leadership accountability programs centered around employee engagement and management ownership
- Facilitated monthly and quarterly business review with leaders of each business vertical
- Created and documented business process flows to identify process improvement opportunities
- Developed and deepened relationships with cross-functional leadership to interconnect revenue generation initiatives with day-to-day operations
- Improved company brand equity through increased focus on participation in outreach programs and community development efforts.
Saveology
Director of Sales and Customer Service Operations
01.2012 - 01.2015
Job overview
- Joined team of 13 expats tasked to launch and scale 1200 seat call center operations in Jamaica
- Site handled calls on behalf of Comcast, Cox, AT&T, Charter, and other telecommunication vendors
- Acted as strategic advocate, and key liaison in developing measurable strategies to scale said site
- Analyzed client’s needs and developed strategic plans to exceed all expected business outcomes
- Developed multiple process improvement strategies
- Implemented new operational procedures and policies to optimize sales performance
- Introduced sales matrix that increased sales performance by 15% within 8 months
- Optimized resources, reduced operational cost and improved profitability by 20% in 2014
Education
Broward CollegeFort Lauderdale, FL
BA from Business Administration
2010
University Overview
Skills
- Data-Driven
- Sales Strategies
- Sales Channel Analytics
- P&L Responsibility
- Voice Over IP
- Performance Tracking and Evaluations
- Business Analysis
- Negotiation
- Cross-Functional Team Leadership
- Cross-Functional Communication
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
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sunday
morning
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evening
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Quote
There’s no reality except the one contained within us. That’s why so many people live an unreal life. They take images outside them for reality and never allow the world within them to assert itself.
Timeline
Senior Manager
Asurion Technologies
05.2019 - 06.2022
Senior Director Of Call Center Operations
Centerfield Media
01.2015 - 01.2018
Director of Sales and Customer Service Operations
Saveology
01.2012 - 01.2015
Broward College
BA from Business Administration
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