Summary
Overview
Work History
Education
Skills
Websites
Military Experience
Timeline
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Mike Riggs

Las Vegas,NV

Summary

Possess 30 years of progressive responsibility in sales, client services and operations with proven ability to maximize performance. Effective in developing relationships at VP and CXO levels, having partnered with leaders at mid-size and large companies throughout the Fortune 500, with various consultants and business accelerator groups. Articulate communicator, consultant, and presenter. Have spent previous 23 years in outsourced contact center industry, overseeing the acquisition and management of multi-year outsourcing engagements within Retail, Financial, Telecommunications and Cable industries.

Overview

35
35
years of professional experience

Work History

Strategic Account Director

Amplix
10.2023 - Current
  • Primary relationship owner and face of InflowCX for up to 30 focus outsourcing accounts that generally represent >$50k ACV GP.
  • Support transition of client program(s) to selected outsourcing supplier after all contracts are signed; Serve as a point of contact for both clients and outsourcing suppliers through the transition process and after selection.
  • Grew our supplier network in 2024 by adding three new suppliers (Teleperformance, Concentrix and IntouchCX).
  • Increased our revenues by 27% over 2023 revenues by providing operational guidance and helping negotiate better rates which increased overall volumes.
  • Introduced new technologies to our clients to help educate on the capabilities of AI within contact centers.

Vice President-Strategic Account Management

Qualfon
10.2021 - 09.2023
  • Managed a portfolio of eight accounts with a combined budget of $14 million in 2022 which I grew to $19.5 million in new growth.
  • Worked with C-Suite level with Retail, Warranty and Financial industry clients.
  • Sold a combination of Add/Existing, New/Existing and New/New opportunities within existing clients and new logo opportunities.
  • Maintaining profitable P&Ls to ensure financial health for the overall operation.
  • Worked across multiple GEOs to provide cost effective solutions for my clients.

Campus Director

Intouch
12.2018 - 10.2021
  • Company Overview: Now IntouchCX
  • 24-7 Intouch opened a campus (call center) in June of 2018, and I became their first Campus Director in Las Vegas.
  • Promote the 24-7 Intouch culture and evaluate how local teams are exemplifying our corporate values (Our 10 Things). Our primary client base was in the Retail vertical (Nike, Ulta Beauty, Fanatics, Netflix etc.).
  • Mentor local team leadership in collaboration with global department leaders to ensure standards are maintained and key processes are executed.
  • Keep a pulse on operational and cultural key performance indicators, streamlining communication to local leaders through weekly meetings.
  • Alert leaders of changes, drivers, and opportunities within key KPIs and create collaborative solutions.
  • Partner with key Operational leaders to help manage their teams and to strengthen client relationships.
  • Oversaw campus budget and reduced costs by 28% by consolidating services and re-negotiating vendor contracts.
  • Maintained highest Voice of the Agent scores throughout our global campuses since starting this position.
  • Support rollout of new programs and processes (grew client base in Las Vegas from three clients to 12 within my first year).
  • 24-7 Intouch acquired another BPO in Las Vegas in early 2020, two new campuses were added to my portfolio to manage.
  • Now IntouchCX

Vice President, Sales and Operations

Antique Brick Warehouse
08.2016 - 03.2018
  • Established new clients within the Reclaimed Brick and Paver Stone industry.
  • Oversaw daily operations to ensure prompt delivery of requested products.
  • Worked with vendors across the U.S. to acquire Bricks and Pavers to market to our current and new client base.

Director, Business Development

CSG International
04.2014 - 07.2016
  • Maintained and developed new client relationships within Financial, Telecom and Cable industries.
  • Provided solutions within the Interactive Messaging group by promoting our Inbound and Outbound products (Voice, SMS and Push Notifications).
  • Managed a client base of over 80 existing clients.
  • Developed successful partnerships within internal product, finance and operational teams to ensure successful client delivery.
  • Led the Interactive Messaging group in sales to existing and new clients in 2015.

Vice President, Sales

RDI Marketing
03.2013 - 04.2014
  • Prospect and close new logo deals across all verticals for RDI.
  • Establish RDI’s brand and promote our domestic call center capabilities with an emphasis on IB Customer Care, B2B and Outbound acquisition campaigns.

Director, Business Development

Convergys Corporation
09.2009 - 10.2012
  • Established relationships with existing and prospective clients in the Retail/ CPG industry.
  • Built pipeline of over $60 million in total contract value within the first eight months of my new position.
  • Achieved 133% of $3mm annualized revenue and $10mm total contract value quota in 2010.
  • One of seven sales directors to be selected to the Convergys Golden Circle (President’s Club) in 2010.
  • Responsible for managing and growing three new client relationships in 2011 with Annual Revenue of $14.5 million.
  • Achieved 138% of client revenue targets for existing client base assigned in 2012.

Senior Business Manager

Convergys Corporation
06.2007 - 08.2009
  • Responsible for managing all aspects of Abercrombie & Fitch’s (A&F) customer care program including Program Management, Operations and P&L.
  • Oversaw and implemented successful 4th quarter hiring ramp-ups that required as many as 300 additional phone agents.
  • Implemented Inbound, E-mail, Back Office and Sales Audit functions of A&F’s program.
  • Lowered overall cost per contacts for A&F by 30% utilizing best practices in both Operational and Technical services.
  • Successfully completed Convergys’ Emerging Leaders Program.

Vice President of Business Development

Chill Marketing
04.2006 - 06.2007
  • Responsible for identifying, acquiring and implementing online corporate stores for major organizations.
  • Provide services to companies needing embroidery, screen-printing and promotional items.

Director of Business Development

Ideal Images
09.2003 - 04.2006
  • Responsible for identifying, acquiring and implementing online corporate stores for major organizations.
  • Provide services to companies needing embroidery, screen-printing and promotional items.
  • Signed two corporate stores within the first six months of employment totaling $500k in revenue each. Exceeded due date of implementation of these two new stores on our company’s new platform.

Vice President, Sales

Teleperformance USA
04.2003 - 09.2003
  • Signed two DRTV contracts within the first three months of employment totaling $1.2 million in annualized revenue.
  • Position eliminated due to TPUSA eliminating their DRTV operations.

Vice President, Sales and Marketing

Interactive Teleservices
08.2002 - 04.2003
  • Responsible for branding Interactive Teleservices as a new, innovative partner in the teleservices industry.
  • Charged with growing Inbound services offerings from current Outbound environment.
  • Signed Interactive Teleservices first two Inbound clients in the company’s history within first month of my employment.
  • Instrumental in developing and implementing latest sales organization and processes for the entire company.
  • Developed new lead desk platform for the sales department.

Director, Business Development-Western Region

Protocol Communications
11.1999 - 06.2002
  • Responsible for acquiring new clients within the Financial and Retail verticals within the Western portion of the United States.
  • Met 2001 quota of $2.5 million by September of that year.
  • Signed a multi-year contract with the fifth largest credit card issuer and became their preferred vendor of choice within three months of working on their programs.
  • Assigned a quota of $4 million dollars for 2002 which was met by June of 2002.
  • Developed capabilities and pricing proposals for all my accounts. Experienced in performance, per call and dedicated rates to provide optimal utilization rates while providing a cost-effective solution.

National Account Manager-Sales

Convergys Corporation
10.1997 - 11.1999
  • Responsible for signing and growing three of the top 15 financial clients at Convergys.
  • Assigned a $4 million-dollar quota for my first complete year-1999.
  • Met quota objectives and exceeded them by 195% within my first year-selected to the President’s Club.
  • Prepared Requests-For-Proposals conducted vendor evaluations and designed and negotiated contracts.
  • Prospected new business opportunities within the top Fortune 100 financial companies.

Account Manager

09.1996 - 10.1997
  • Responsible for the set-up and implementation of innovative programs and the ongoing maintenance of existing programs.
  • Coordinated all facets of program set-up and maintenance to ensure accuracy and timeliness of each activity.
  • Ensured all client performance matrix were met and exceeded through proper training and incentives.
  • Negotiate with all internal and external departments to promote value and increase ROI for our clients while obtaining increased revenues for Matrixx.
  • Managed three of the top ten clients in revenue.
  • Developed increased proficiency in presentation, written and time management skills.

Account Manager

West Teleservices (West Interactive)
02.1991 - 08.1996
  • Oversaw client’s programs and features for company’s second largest client.
  • Established comprehensive timelines, outlining specific tasks; closely supervised quality control and schedule implementation.
  • Consult with clients, handle inquiries and detail program features.
  • Troubleshooting and problem solving-negotiate with management as necessary to maintain company compliance and promote services.

Education

University of Nebraska at Omaha
01.1991

Medical Supply Specialist

U.S. Army Reserves
01.1992

Skills

  • Sales
  • Leadership
  • Relationship Development
  • Analytical Problem Solving
  • Creative Problem Solving
  • Customer Concept Definition
  • Operations
  • Client Services
  • Sales Experience
  • Business Evaluation
  • Results-Driven
  • Integrity

Websites

Military Experience

U.S. Army Reserves, 1987-1992, Medical Supply Specialist, Operation Desert Storm

Timeline

Strategic Account Director

Amplix
10.2023 - Current

Vice President-Strategic Account Management

Qualfon
10.2021 - 09.2023

Campus Director

Intouch
12.2018 - 10.2021

Vice President, Sales and Operations

Antique Brick Warehouse
08.2016 - 03.2018

Director, Business Development

CSG International
04.2014 - 07.2016

Vice President, Sales

RDI Marketing
03.2013 - 04.2014

Director, Business Development

Convergys Corporation
09.2009 - 10.2012

Senior Business Manager

Convergys Corporation
06.2007 - 08.2009

Vice President of Business Development

Chill Marketing
04.2006 - 06.2007

Director of Business Development

Ideal Images
09.2003 - 04.2006

Vice President, Sales

Teleperformance USA
04.2003 - 09.2003

Vice President, Sales and Marketing

Interactive Teleservices
08.2002 - 04.2003

Director, Business Development-Western Region

Protocol Communications
11.1999 - 06.2002

National Account Manager-Sales

Convergys Corporation
10.1997 - 11.1999

Account Manager

09.1996 - 10.1997

Account Manager

West Teleservices (West Interactive)
02.1991 - 08.1996

Medical Supply Specialist

U.S. Army Reserves

University of Nebraska at Omaha

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