Michael Mack

Manage 1,400 seat call center with multiple clients providing cross channel solutions in Financial Services, Customer Care and Compliance. Direct reports include operations, human resources, and facilities. Interface directly with clients to develop and execute strategies to meet and exceed business objectives.

Key Achievements

• Provide best in class service for consumer loan, credit product clients.
• Stellar results in early and late stage collection products.
• P&L Responsibility.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Identified and resolved issues between employees, promoting better collaboration and mutual respect.

Management of 500 seat call center. P&L responsibility.

Key Achievements

• Developed measurement tools, dashboards and reports to track metrics on adoption and effectiveness of initiatives.
• Hired and managed employees to maximize productivity while training staff on best practices and protocols.
• Center's largest client awarded additional lines of business in customer care and retention due to stellar early out collection and membership sales results.
• Site ranked #1 in voice of customer survey results vs. competitor for 15 straight months.

Directed inbound and outbound contact operations in near shore center that included first party receivables, sales and customer retention for largest fitness and major wireless provider. Responsible for production, workforce and command center business units.

Key Achievements

• Created and implemented management coaching and development tools to the financial services production teams that significantly improved employee performance and increased company revenue by over $200K per year.
• Developed unique dialer, call flow strategies for client during “Champion Challenge” that more than doubled results of competing vendor and resulted in highest payment conversion percentage ever recorded by client.
• Initiated improvements to employee development for a key sales initiative that improved revenue by 43% YOY.

Central figure in site start-up. Led all hiring, training, quality and performance initiatives to launch 200 seat telesales call center for “Big 3” Telecommunication Company. During seven year tenure, successfully managed two separate call centers.

Key Achievements

• Florida center generated approximately $10M in yearly gross company revenue and sales performance ranked #1 in 13 of 16 quarters in client vendor comparatives for “Big 3” Telecommunications Company.
• Transferred business to near shore center in Montego Bay, Jamaica in 2003 and provided telesales function for major telecommunications client. In 2004, exceeded client sales quotas in 11 of 12 months and received client's highest honor for sales performance and call quality. Due to success of program was awarded 75% of customer outreach volume.

Call Center Manager

Responsible for all day to day operations of 100 seat media call center sales for major software and entertainment companies. Oversight of Quality Assurance and Representative Training departments. Performed weekly and monthly hour's forecasts, production reports and agent production analysis. Coordinated directly with account management to ensure client satisfaction.

Responsible for university outreach including telemarketing and direct mail soliciting donations from alumni and parents of students. Oversight of all training, development and management of 60 student representatives. Operated annual budget expenditures of $400K.

Key Achievements
• Hired as Assistant Director, increased donations by 20% and was promoted to Director after only 3 months in position.
• Achieved pledge revenue increase from $1.2M in 1994 to $1.5M in 1996.