Orlando Hampton

Afiniti is a $2B unicorn with 2.1K employees, providing and award-winning customer contact software solution that uses AI to make optimal pairings between customers and customer service agents. These pairings directly improve customer experience and can be precisely measured by the impact to sales and retention performance.

• Ignited revenue growth, enabling Afiniti to surpass a critical growth milestone by securing the first two customers and eventually a deal with the largest customer in the history of the company. Shifted the business' trajectory and pricing structures to spark rapid growth and scale. Ensured project success as the deployment executive.
• Extended footprint beyond Hospitality into the Telecommunication vertical with the DIRECTV/AT&T pilot agreement worth 120M+ (first-year value). The new sector opened strategic product development opportunities for future expansion.
• Developed strong relationships with customers, vendors and strategic partners.
• Demonstrated thought leadership through regular contributions to industry conferences, webinars, and publications.

• Responsible for global Acquisitions Telemarketing, Apply-by-Phone and Lending Operations. Managed +10.000 vendor telephone service representatives and 200 global employees. Responsible for the placement and performance of $300M in annual vendor spend in the US, Philippines, India, and Latin America.
• Migrated apply-by-phone and telemarketing work from domestic to global providers, reducing operating expenses by 50%, while improving performance.
• Established Lending Operations in Mumbai, India resulting in 100k incremental accounts valued at $13.5M in profit.
• Negotiated favorable contracts with vendors and suppliers, securing cost savings for the company.

• Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
• Managed telemarketing quality and training teams supporting outbound and inbound calling.
• Led RFP project to outsource quality monitoring function to a 3rd party agency resulting in a 300% increase in productivity with no increase in expense.
• Planned and coordinated multiple vendor summits designed around clear communication with our strategic partners.
• Direct management responsibility for 70,000 hours of Outbound Telemarketing per month for the PVN Classic and PVN Platinum cards.

• Strengthened client relationships by providing exceptional service and addressing their needs promptly.
• Promoted 5 times in 3 years moving from Customer Service Agent - Supervisor - Trainer - IT Project Manager - Account Manager - Sr. Account Manager.
• Received the “Top Trainer” award from AT&T after designing and implementing “Win-back” training that was eventually rolled out across their entire vendor network and internal operations.
• Responsible for the growth of the Providian Credit Card account from monthly hours of 3K to nearly 50K during my tenure as Account Manager. Representing an increase in over $1M in monthly billable revenue.