Paul Mayes
Groveport,OH
Summary
Contact center sales and service operations executive with over 33 years of experience in building and leading high-performing teams in dynamic environments. Proven ability to manage operations ranging from 40 to 1,780 employees across multiple sites, consistently achieving sales and service results that exceed corporate expectations. Expertise in balancing sustainability and employee morale while driving performance to deliver exceptional outcomes.
Current and forthcoming contact center and sales capabilities that will provide a real-time understanding of current and future state contact center capabilities and legislation. Full compliance and industry insulation from a compliance and regulatory perspective.
Overview
33
33
years of professional experience
Work History
Contact Center General Manager
Premium Service Brands
Charlottesville, Virginia
09.2024 - Current
- Premium Service Brands is a mid-sized franchisor specializing in a variety of home improvement brands, supporting residential and commercial work.
- As the senior leader of contact center operations, my staff of over 70 employees generates qualified leads and services existing customer accounts for eight different home improvement brands, and 500+ individual franchisees.
- From inbound calls to outbound calls, and several omni-channel segments (SMS text, live chat, and social media), our staff's focus on confident and assumptive sales, and lead conversion to world-class service, rivals many of today's most efficient and productive omni-channel contact center operations.
- Responsibilities include, but are not limited to, senior-level oversight of omni-channel contact center operations, P&L management, customer escalations, departmental collaboration, employee and leadership development, and much more.
- Key Performance Indicators include Service Levels/SLA, Conversion %, Service Quality, Net Promotor Score, Compliance, Client Satisfaction, Procedural Accuracy, Schedule Adherence, Profitability, and many other measurables.
- In less than one year, our team has established KPIs (not present upon arrival), numerous revisions to existing processes and procedures (training, compliance, and industry best practices), world-class sales and lead conversion (86% year to date), and a superior NPS score among all prospective customers (87.0). As the largest department within the organization, our contact center operations have been instrumental to record-breaking company performance.
Vice President/Site Director
JP Morgan Chase & Company
Westerville, Ohio
09.2022 - 10.2024
- J.P. Morgan Chase & Company is one of the largest financial services institutions in the world.
- Responsibilities included day-to-day management of over 500 contact center agents and leadership.
- Following a full assessment of the site, I was charged with the complete redesign of leadership recruitment, training, and development.
- Successfully added 11 new Team Leaders, 1 new Operations Manager, and Administrative staff.
- Chaired the complete design, development, deployment, and sustainability of the Lean Management Operating System (JP Morgan Chase's version of Lean Six Sigma).
- Increased contact center service levels to more than 95% (2023-2024).
- Responsible for analyzing and improving customer feedback through the Net Promoter Score.
- Recognized consistently for exceeding key performance indicator requirements, customer advocacy, and employee retention/morale.
Contact Center Director/Director of Recruitment
World Harvest Church/Valor Christian College
Canal Winchester, Ohio
02.2021 - 03.2022
- Full recruitment, training, and development of customer service, inbound, and outbound call center operations for 24/7/365 (year-round).
- Day-to-day on-site and remote management of all call center operations (24/7) and the Valor Christian College Recruitment Center.
- Created and maintained an employee referral program to staff the department (nearly 90% of employee referrals were maintained, with less than 10% attrition).
- Decreased call abandonment from 61% to less than 5% within 90 days of hire, meeting world-class KPI performance (AHT, Calls Per Hour, Employee Retention).
Co-Founder/Chief Operating Officer
Titan Teleservices
Monroe, Ohio
10.2013 - 08.2020
- Recruited, trained, and managed 125 remote agents within the first 120 days of startup.
- Co-architect of the VOIP dashboard that provides a platform for remote management and communication with staff and clients.
- Complete P&L responsibility, exceeding $500,000.00 in revenue within the first twelve months of operations.
- The company was recognized by clients for sales excellence in 2013 and by an Ohio Senator as one of the fastest-growing small businesses in 2014.
- Accountable for a $6MM monthly budget; managed five direct reports
Vice President/Site Director
US Bancorp
Cincinnati, Ohio
08.2006 - 10.2013
- Accountable for a $6 million monthly budget; managed five direct reports, twenty-seven indirect reports, 425 FTEs, and full oversight of contact center operations.
- Grew revenue by 45% through cross-selling initiatives.
- Grew headcount by 30% within the first 10 months.
- US Bank Circle of Service Excellence Winner: Highest Corporate Recognition (2007).
Director of Contact Center Operations
Construct Connect
Cincinnati, Ohio
09.2003 - 12.2005
- Complete the design, recruitment, and operations of a business-to-business call center (42 direct reports).
- Developed and managed a new sales process, generating a new company revenue stream of $500K annually.
- Saved more than 50% on labor expenses over the previously used business process outsourcing firm.
- Full development of an internally developed, predictive dialer for commercial prospecting for invitations to bid on construction projects.
Executive Vice President of Call Center Operations
Colorado Prime Foods
Farmingdale, New York
08.1992 - 03.2003
- Managed $17.5MM annual P&L, overseeing 57 direct reports and 1,500 indirect call center associates.
- Recruited, trained, and mentored 11 call center directors and 3 area vice presidents.
- Led diverse teams in telemarketing, telesales, lead generation, direct sales, and customer service.
- Implemented performance metrics to enhance operational efficiency and accountability.
Education
Graduate Certificate - Executive Retail Banking Management Certification
Furman University
Greenville, SC07-2013
Leadership Studies/Course Coach Certification - Business
Dale Carnegie International
Cincinnati, OH06-2010
Six Sigma- Green Belt - Defects in Process
Aveta Business Solutions
Cleveland, OH01-2008
Bachelor of Science - Business Management
Ashworth College
Norcross, GASkills
- P&L management
- KPI development
- Omni-channel operations
- Customer/client escalations
- Sales conversion
- Lean operational leadership
- Cutting-edge contact center AI capabilities
- Departmental collaboration
- Contact center and CRM technology
- Workforce management
- Business process outsourcing
- SLA management
- Sales/Lead conversion focused
Timeline
Contact Center General Manager
Premium Service Brands
09.2024 - Current
Vice President/Site Director
JP Morgan Chase & Company
09.2022 - 10.2024
Contact Center Director/Director of Recruitment
World Harvest Church/Valor Christian College
02.2021 - 03.2022
Co-Founder/Chief Operating Officer
Titan Teleservices
10.2013 - 08.2020
Vice President/Site Director
US Bancorp
08.2006 - 10.2013
Director of Contact Center Operations
Construct Connect
09.2003 - 12.2005
Executive Vice President of Call Center Operations
Colorado Prime Foods
08.1992 - 03.2003
Graduate Certificate - Executive Retail Banking Management Certification
Furman University
Leadership Studies/Course Coach Certification - Business
Dale Carnegie International
Six Sigma- Green Belt - Defects in Process
Aveta Business Solutions
Bachelor of Science - Business Management
Ashworth College
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