Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Randy Talbot

West Chester,PA

Summary

Project and operations leader with 20+ years of experience launching and managing large-scale service centers, overseeing nationwide operations, and leading cross-functional teams. Proven ability to open new sites, manage high-volume service logistics, and resolve VIP escalations at the highest corporate level. Known as the “go-to” leader for solving complex problems, motivating teams, and delivering consistent results across multiple locations.

Overview

25
25
years of professional experience

Work History

Founder & Travel Consultant

Epic Shores Travel
01.2024 - Current
  • Launched and manage a cruise-focused travel consultancy specializing in solo and budget-conscious travelers.
  • Provide full-service trip planning, including cruise bookings, excursions, travel insurance, and pre-/post-cruise arrangements.
  • Built brand presence across social media, generating leads and driving repeat business.
  • Partner with Cruise Brothers (CLIA/IATA accredited) to access competitive rates, industry tools, and consortium-backed promotions.

National Service Coordinator

Universal Atlantic Systems
Paoli, PA
12.2022 - 09.2024
  • Coordinated 1,700+ service appointments nationwide for major accounts, including McDonald’s, Five Below, and Panera Bread.
  • Built reporting tools still in use today, improving visibility of technician performance and service completion rates.
  • Improved ticket resolution efficiency, reducing average turnaround to under 7 days by streamlining workflows.
  • Maintained perfect attendance in 2023 (only exception: one 15-minute weather delay).
  • Trained and supported peers, advocating for a department-wide training program to strengthen team performance.

Recovery Support Specialist

Recovery Centers of America
Devon, PA
07.2020 - 12.2022
  • Supported 30–40 clients daily, ensuring compliance with treatment plans and documenting care progress.
  • Partnered with healthcare staff to coordinate services and crisis interventions.
  • Facilitated group sessions and encouraged client engagement, fostering a supportive environment.

Senior Call Center Manager / Trainer

DirectSat USA / DirecTV LLC
06.2002 - 12.2019
  • Launched and stabilized six call centers nationwide, relocating frequently to lead site openings, acquisitions, and startups until fully operational.
  • Oversaw a network of 4 call centers and 75 agents, ensuring consistent service quality, staffing, and customer experience across all sites.
  • Designed and implemented onboarding and training programs that shortened ramp-up time and improved first-call resolution rates.
  • Reorganized dispatch operations, reducing technician response times by 20% and raising customer satisfaction scores.
  • Served as the primary point of contact for VIP and escalated customer issues nationwide, trusted by corporate leadership to resolve critical situations quickly.

Dispatch Supervisor

Viasource Communications
Santa Rosa, CA
07.2000 - 10.2002
  • Supervised a team of 12 dispatchers, assigning daily work and tracking field performance.
  • Optimized scheduling and technician routing, reducing overtime costs and improving efficiency.
  • Designed training and coaching plans for new dispatchers, improving speed-to-proficiency.

Education

Customer Service Management Certificate -

Temple University
01.2025

Master’s in Cruise Industry Management -

Norwegian Cruise Line University
01.2025

Microsoft Office Proficiency Course -

Santa Rosa Junior College
01.2015

Certificate in Communication & Broadcasting -

University of Wyoming
01.1992

FCC General Radiotelephone Operator License (GROL) -

Santa Rosa Junior College
01.1984

Skills

  • Project & Operations Leadership
  • Multi-Site Call Center Management
  • Service Logistics & Dispatch Coordination
  • Client & Stakeholder Communication
  • KPI Tracking & Process Improvement
  • Training & Team Development
  • ERP/CRM Systems
  • Microsoft Office Suite

Websites

Timeline

Founder & Travel Consultant

Epic Shores Travel
01.2024 - Current

National Service Coordinator

Universal Atlantic Systems
12.2022 - 09.2024

Recovery Support Specialist

Recovery Centers of America
07.2020 - 12.2022

Senior Call Center Manager / Trainer

DirectSat USA / DirecTV LLC
06.2002 - 12.2019

Dispatch Supervisor

Viasource Communications
07.2000 - 10.2002

Customer Service Management Certificate -

Temple University

Master’s in Cruise Industry Management -

Norwegian Cruise Line University

Microsoft Office Proficiency Course -

Santa Rosa Junior College

Certificate in Communication & Broadcasting -

University of Wyoming

FCC General Radiotelephone Operator License (GROL) -

Santa Rosa Junior College

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