Paul M. Mayes
Columbus,Ohio
Summary
33+year contact center sales and service operations executive with a demonstrated track record of creating and leading high performing teams in fast paced environments. With operational experience ranging from 40 employees to 1,780 employees (multi-site), delivering sales and service results that balance sustainability and employee morale with levels of performance that exceed corporate expectations has proven to be a recipe for success for more than three decades
Overview
33
33
years of professional experience
1
1
Certification
Work History
Contact Center General Manager
Premium Service Brands
09.2024 - Current
- Complete overhaul of (70) agent contact center (inbound/outbound lead generation and omnichannel supporting eight different franchise brands and more than 500 franchisees
- Ground up creation, implementation, and operations in script development, new hire training, leadership and employee development, preventative maintenance training, behavioral coaching, call quality scoring, key performance indicators, risk and compliance, service level monitoring and procurement, workforce management, and IVR/Contact Center systems development
- Improved contact center conversion rate by 32.6%, decreased average handle time by 13.1%, reduced call abandonment rate to less than 3% (world class standard), and improved over service level to 98.2% within first six months as senior leader
Vice President/Site Director
JP Morgan Chase
09.2022 - 09.2024
- Responsibilities included day-to-day management of 500+ contact center agents and leadership
- Following a full assessment of the site, was charged with complete redesign of leadership recruitment, training, and development. Successfully added (11) new Team Leaders, (1) new Operations Manager, and Administrative staff
- Led effort to expand to desirable geographies to attract quality exempt and non- exempt personnel
- Chaired the complete design, development, deployment, and sustainability of the Lean Management Operating System (JP Morgan Chase’s version of Lean Six Sigma)
- Maintained contact center service levels in excess of 95% (2023-2024)
- Responsible for analyzing and improving customer feedback through NPS (Net Promoter Score)
- Recognized consistently for exceeding key performance indicator requirements, customer advocacy, employee retention/morale, and leadership
- Full P&L responsibility
Contact Center Director/Recruitment Center Communications Director
World Harvest Church/Valor Christian College
02.2021 - 03.2022
- Full recruitment, training, development of customer service, inbound, and outbound call center operations for 24x7
- Day-to-day onsite and remote management of all call center operations (24x7) and the Valor Christian College Recruitment Center
- Created and maintained employee referral program to staff department (nearly 90% employee referral 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
10.2013 - 08.2020
- Recruited, trained, and managed 125 remote agents within first 120 days of start up
- Co-architect of 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 first twelve months of operations
- Company recognized by clients for sales excellence (2013) and by Ohio Senator among fastest growing small businesses (2014)
Vice Resident/Regional Site Director
US Bank
08.2006 - 10.2013
- Accountable for $6MM monthly budget; managed (5) direct reports, (27) indirect reports, and 425 FTEs
- Grew revenue by 45% through cross-selling initiatives
- Grew headcount by 30% within first 10 months as Vice President/Director of Site Operations
- US Bank Circle of Service Excellence Winner- Highest Corporate Recognition (2007)
Director of Call Center Operations
Construct Connect
09.2003 - 12.2005
- Complete design, recruitment, and operations of business to business call center (42 direct reports)
- Developed and managed a new sales process, generating new company revenue stream ($500K annually)
- Saved more than 50% on labor expense over previously-used business process outsourcing firm
Executive Vice President of Call Center Operations
Colorado Prime Corporation
08.1992 - 03.2003
- Accountable for $17.5MM annual P&L; managed 57 direct management reports and 1,500 indirect call center associate report FTEs (telemarketing, telesales, lead generation, direct sales, and customer service)
- Recruited, trained, and mentored (11) call center directors and (3) area vice presidents
Education
Bachelor of Science (BS) - Business Management
Ashworth College
Norcross, GeorgiaSkills
- Change management expertise
- Employee training and development
- Compensation planning strategies
- Sales techniques mastery
- Script development skills
- KPI formulation and tracking
- Coaching practices
- Sales and leadership proficiency
Certification
- Six Sigma Green Belt Trained
- Lean Management Operating System (LMOS)
- Dale Carnegie International Course Coach
- Toastmasters
- Graduate School for Retail Banking Management
Hobbies and Interests
Volunteerism, United Way (US Bank, Site Lead), Arts Wave (US Bank, Site Lead), NKY Women’s Crisis Center (US Bank, Site Lead), March of Dimes/March for Babies (US Bank, Site Lead), Epilepsy Alliance Ohio (Co-Chair)
Accomplishments
- Youngest Executive VP in Company’s 46 Year History (Colorado Prime Corporation). Only Two-Time President’s Ring Award Winner in Company History (Colorado Prime Corporation, Sales Excellence)
- Circle of Service Excellence/Highest Corporate Honor (US Bank). Highest Workforce Satisfaction % in Company History (US Bank- 91%, 2009)
Timeline
Contact Center General Manager
Premium Service Brands
09.2024 - Current
Vice President/Site Director
JP Morgan Chase
09.2022 - 09.2024
Contact Center Director/Recruitment Center Communications Director
World Harvest Church/Valor Christian College
02.2021 - 03.2022
Co-Founder/Chief Operating Officer
Titan Teleservices
10.2013 - 08.2020
Vice Resident/Regional Site Director
US Bank
08.2006 - 10.2013
Director of Call Center Operations
Construct Connect
09.2003 - 12.2005
Executive Vice President of Call Center Operations
Colorado Prime Corporation
08.1992 - 03.2003
Bachelor of Science (BS) - Business Management
Ashworth College
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