Quincy Sterling
Chief Operations Officer
San Antonio,TX
Summary
CHIEF OPERATIONS EXECUTIVE Implementing Best Practices and Improving 'Metrics That Matter’ Operations and business development leader, unlocking organizational potential and transforming companies to successfully scale and grow. Leveraging progressive career across fintech, financial services, and BPO success to develop strategies with long-term sustained growth that drive revenue and competitive advantage. Enterprise change management expert, establishing strong "success-based" cultures building and guiding peak-performance teams through transparency and trust. Career Wins Reduced labor expenses by 25% Generated $16M annual cost reduction post-Covid. Deployed new customer acquisition initiatives driving $25M. Achieved 32 % reduction in operational expenses. Increased EBITDA from $8.5M to $12.56M in 3 years Reduced merchant attrition from 6.5% to 3.2% LTM Expertise Operations & Procedures Business Development Performance & Growth Operational Infrastructure Organizational Vision & Strategy Training & Development
Overview
32
32
years of professional experience
1
1
Certification
Work History
Chief Operations Officer
CNG HOLDINGS
Cincinnati, OH
01.2018 - Current
- Promoted as key member of executive team transforming business from siloed, multi-business unit operation to a One Team, One Business, One Customer approach
- Owned all portfolios under the CNG umbrella
- Created substantial Online and Retail operational efficiencies through the creation of a robust Omni Channel support model
- Implemented a Cognitive behavior Global coaching model with a core objective of driving enterprise enhanced coaching competency, standardized performance metrics, Improved KPI performance and building an “employee first culture.”
- Achieved 32 % reduction in OPEX through effective implementation of operational strategy focused on outsource support, customer-centric mobile AP, IVR enhancements, automation, and technology
- Re-engineered multi-channel support structure to drive actionable synergies
- Reduced enterprise operating expenses by $20M, while making continuous investments in people and infrastructure
- Generated $16M annual cost reduction through post-Covid work from home model, later becoming organizational standard
- Deployed retail and online customer acquisition initiatives driving $25M in incremental revenue
- Developed and implemented an enterprise Regulatory/ Compliance tracking system aligned with audit Best Practices, departmental method’s and procedures, knowledge base tools and curriculum alignment
- Supported business growth through strategic planning and process development.
- Met customer service standards and expectations consistently by effectively communicating and actively listening.
- Streamlined company processes and procedures while enhancing customer satisfaction.
- Made decisions with broad and positive impact on security management operations.
- Drove operational direction, administrative and cost efficiency and coordination of security program initiatives on behalf of clients.
- Monitored internal controls to protect client facilities and assets.
- Implemented business development strategies, logo designs and website designs.
- Deliver strategic and practical advice for security operations at client locations.
- Formulated analysis assessments to make informed decisions on proposed projects.
- Increased profitability by optimizing sales and fulfilling lower overhead costs.
- Spearheaded design and implementation of security access control systems for various clients.
- Leveraged experience through vital management positions guiding business to success.
- Provided transformational support to clients by planning and implementing security interventions.
- Secured [Number]% satisfaction rate for all client services offered.
- Led business initiatives resulting in numerous multi-year contracts.
- Increased utilization by [Number]% across multiple departments within [Type] organization.
- Raised profits by [Number]% within [Number] months through planning.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Oversaw business-wide changes to modernize procedures and organization.
- Managed financial, operational and human resources to optimize business performance.
- Devised and presented business plans and forecasts to board of directors.
- Cultivated company-wide culture of innovation and collaboration.
- Initiated strategy to drive company growth and increase market share and profitability.
- Represented organization at industry conferences and events.
- Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
- Communicated business performance, forecasts and strategies to investors and shareholders.
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Formulated and executed strategic initiatives to improve product offerings.
- Maintained P&L and shouldered corporate fiscal responsibility.
- Founded performance- and merit-based evaluation system to assess staff performance.
- Created succession plans to provide continuity of operations during leadership transitions.
- Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
- Directed technological improvements, reducing waste and business bottlenecks.
- Analyzed industry trends and tracked competitor activities to inform decision making.
- Oversaw divisional marketing, advertising and new product development.
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
- Monitored key business risks and established risk management procedures.
- Led organization by developing professional and ethical culture focused on [Type] excellence.
Vice President Operations
01.2017 - 01.2018
- Recruited to build and manage infrastructure and operations for newly acquired SmartPay and Tempoe financial services portfolios
- Charged with creating best-in-class CX and DX operational infrastructure conducive to optimization, scalability, financial discipline, risk mitigation, operational efficiencies and evolving operational cost structure from cost center to profit center while creating shareholder value
- Led pre- and post-acquisition of SmartPay and Tempoe, restructuring operations, organizational structure, and reengineering brand to scale from combined $150M to $350M in annual revenue
- Instrumental in calibrating with stakeholders to develop ‘Digital First’ culture, achieving best-in-class internal employee net promoter scores
- Increased SmartPay BBB rating from F to B+, translating to 30% increase in organic and new client growth
- Reduced labor expenses by 25% through robust self-servicing platform, new streamlined CRM, and predictive dialer.
Vice President of Operations
First American Payment Systems
01.2015 - 01.2017
- Recruited by executive team to return and support vertical President in executing aggressive business transformation and rebranding strategy
- As key architect of developing a “Customer First” culture shift, challenged to implement disciplined organizational strategy that revamped profit optimization, hiring, training and sales acquisition practices
- Established core leadership team and increased bench strength through effective organizational restructuring, disciplined cultural shifts through lead from the front transformational leadership
- Developed business practices to deliver seamless onboarding and back-end customer experience and implemented internal Welcome / Customer Retention group
- Increased EBITDA from $8.5M (2014) to $10.5M (2015), and $12.56M (2016)
- Boosted run rate by 20% through effective implementation of ICIMS applicant tracking system
- Improved prospect close by 50% while increasing MoM sales per team leader delivering 30% YOY revenue increase
- Reduced merchant attrition from 6.5% to 3.2% LTM and increased average monthly merchant processing volume from $3,800 to $7,200.
Site CEO
Convergys
01.2012 - 01.2015
- Responsible for strategic account relationships, growth and performance delivery globally, (North America, LATAM and Philippines)
- Led 5000+ B2B2C customer support, tech support, sales, and collections personnel domestically and globally
- Managed operational performance, revenue, margin, EBITDA, client growth and retention
- Successfully partnered with top global brands including, Proctor and Gamble, AT&T, Luxottica, and Verizon Wireless
- Turned around 4 bottom-quartile contact center sites within 6 months, removing site client performance improvement plans (PIP’s) through consistent month over month “metric’s that matter” improvement
- Achieved overall top quartile ATT and Proctor and Gamble client performance domestically and globally for 2 consecutive years
- Substantially improved net throughput agent retention 30 % YoY through disciplined execution of effective contact center rationalization model and implementation of a transformational coaching, leadership, and development culture
- Partnered with sales and marketing organization to successfully win 4 RFPs valued at $80M annual revenue
- Increased agent headcount by 42 % because of existing client account growth and new business acquisition.
Vice President of Operations
First American Payment Systems
01.2006 - 01.2012
- Managed 2-site call center operations providing customer telesales, retention, back office, customer care, and tech support for merchant base of small/medium business customers
- Directed operational aspects including hiring, direct sales force recruitment, training, QA, HR, IT, and facilities management
- Reported directly to President/General Manager
- Managed $35.6M budget, leading 6 direct reports and 450 indirect reports and small to medium-sized B2B customers nationwide
- Achieved 115% of EBITDA objectives for 2 consecutive years and grew revenue by 25% for 2 consecutive years:
- 42.6M budgeted vs
- 53.5M actual | $52.5M budgeted vs
- 65.2M actual
- Reduced merchant attrition by 20% monthly to 12% YTD by creating a customer retention group
- Increased recruits from 250 to 350 weekly, increased daily appointments by 102% and application processing and improved efficiencies by 12% through introduction of metric-driven variable compensation plans
- Reduced FTEs by 30% and saved $1.8M annually through automated predictive dialer and CRM platform
- Drove double-digit increases in all contact center metrics, increasing appointment sale productivity by 15% year-over-year and generating an additional $4.6M in annual revenue
- Reduced weekly attrition from 12% to 8%, saving $250K in annual training costs through design and implementation of employee retention initiatives including career path, training, and calibration
- Designed inbound/outbound up-sell campaign, increasing sales by $2.8M annually
- Reengineered sales training, saving $1.8M in annual training costs.
Senior Director Operations
TRG Customer Solutions, Reese Teleservices
01.2003 - 01.2006
- Managed $65M P&L with 7 direct reports and 1K+ indirect reports leading operational aspects of 4 inbound/outbound blended domestic call centers serving financial services, telecom, and healthcare clients
- Marquee clients included JPMorgan Chase ($50M) and Sprint ($100M)
- Exceeded EBITDA objectives by 10% year-over-year.
Site Director/Call Center Manager | Branch Manager | Assistant Branch Manager | Sales Manager
West Corporation
01.1992 - 01.2003
Education
Bachelor of Arts - Business Administration And Management
UTSA
San Antonio, TX03.1996
Skills
- New Business Development
- Corporate Communications
- Lean Methodology
- Reporting Tools
- Crisis Management
- Operational Leadership
- Customer Service Standards
- Effective Customer Service
- Operational Efficiency
- Google AdWords
- P&L Responsibility
- Continuous Quality Improvement (CQI)
- Operational Standards
- Joint Ventures
- Team Bonding
- Supplier Evaluation
- Internal Control Systems
- Corrective Actions
- Multi-Site Operations
- Profitability Improvement
- Advertising Initiatives
- Best Practices
- Process and Procedure Refinement
- Risk and Mitigation Analysis
- Budgeting and Finance
- Performance Optimization
- Operations Management
- Strategic Planning
- Corporate Administration
- Motivational Leadership
- Departmental Coordination
- Balanced Work Ethic
- Analytical and Critical Thinker
- Results Orientation
- Leadership and People Development
- Develop Business Structures
- Sales Growth
- Adaptable and Flexible
- People and Culture
- Industry Expertise
- Innovative and Visionary
- Expectation Management
- Articulate Communication
- Capital Expenditure Planning
- Defining Company Vision
- Operational Analysis
- Effective Communicator and Public Speaker
- Change and Growth Management
- Mission and Vision
- Improve Policies
- Human Resource Information System (HRIS)
- Corporate Strategy and Development
- Project Oversight
- Approachable and Outgoing
- Raising Capital
- Build Revenue Streams
- Business Consulting
- Employee Motivation and Performance
- Management Team Leadership
- Board Oversight
- Quality Control Planning
- Benchmarking
Accomplishments
- Created substantial Online and Retail operational efficiencies through the creation of a robust Omni Channel support model.
- Implemented a Cognitive behavior Global coaching model with a core objective of driving enterprise enhanced coaching competency, standardized performance metrics, Improved KPI performance and building an “employee first culture.”
- Achieved 32 % reduction in OPEX through effective implementation of operational strategy focused on outsource support, customer-centric mobile AP, IVR enhancements, automation, and technology.
- Re-engineered multi-channel support structure to drive actionable synergies.
- Reduced enterprise operating expenses by $20M, while making continuous investments in people and infrastructure.
- Generated $16M annual cost reduction through post- work from home model, later becoming organizational standard.
- Deployed retail and online customer acquisition initiatives driving $25M in incremental revenue.
- Developed and implemented an enterprise Regulatory/ Compliance tracking system aligned with audit Best Practices, departmental method’s and procedures, knowledge base tools and curriculum alignment
Affiliations
Electronic Transaction Association (ETA) – Member | American Telemarketing Association (ATA) – Member
Certification
Critical Thinking for more effective Communication
Unlocking Team Creativity
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Chief Operations Officer
CNG HOLDINGS
01.2018 - Current
Vice President Operations
01.2017 - 01.2018
Vice President of Operations
First American Payment Systems
01.2015 - 01.2017
Site CEO
Convergys
01.2012 - 01.2015
Vice President of Operations
First American Payment Systems
01.2006 - 01.2012
Senior Director Operations
TRG Customer Solutions, Reese Teleservices
01.2003 - 01.2006
Site Director/Call Center Manager | Branch Manager | Assistant Branch Manager | Sales Manager
West Corporation
01.1992 - 01.2003
Bachelor of Arts - Business Administration And Management
UTSA
Critical Thinking for more effective Communication
Unlocking Team Creativity
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