Theo Ammons
McKinney,TX
Summary
SENIOR LEVEL OPERATIONS MANAGEMENT Performance driven Operations Relationship Executive with 20+ years exemplary record of providing leadership across US and International business operations, customer experience delivery and call center BPO Partner management. Successful at developing business strategies and establishing operating controls that facilitate smooth operations during periods of significant change and growth. A proven record of rapidly assessing and revising business plans to exceed key performance index goals. Passionate about applying excellent organization and communication skills to manage and lead high-performance teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Head of Residential Vendor Partnerships
Frontier Communications
01.2018 - 01.2022
- Managed multiple vendors relationships totaling 3000 residential consultants that processed between 800k – 1M customer contacts per month and produced 40k-50k inbound product sales
- Responsible for processing 70% of monthly customer contact volume which included front-end customer service and sales, customer retention, chat and social-media
- Responsible for contract negotiations for existing and new vendor selections
- Cultivated strong relationships with key stakeholders, including support departments, customers, vendors, regulators, to promote collaboration and long-term success
- Negotiated and restructured vendor contracts yielding an OP EX expense reduction of 25MM
- Enhanced company profitability by implementing strategic business plans and optimizing operational processes
- Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction
Consultant, Call Center Operations
World Network Services (WNS)
01.2015 - 01.2018
- Recruited to lead client project focused on operations and change management, service quality, process management, performance management, team solutions and leadership development for newly formed call center for international business process organization (BPO)
- Developed innovative strategies for clients, resulting in increased revenue and business growth
- Established strong client relationships through excellent communication and negotiation skills to secure long-term contracts
- Led implementation of quality system and call experience initiatives for the following client industries: mortgage banking, medical billing, and credit performance institutions
- Developed and implemented sales and retention training and business strategy that resulted in 50% performance improvement
- Facilitated workshops for clients'' staff members to improve their understanding of new systems or processes introduced in the organization
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity
- Identified and implemented changes that resulted in reduction in average handle time and increased quality scores
- Developed QA, Training, Recruiting standards
- Streamlined operational processes with the integration of innovative technologies, reducing overall costs
Sales Director, Real Estate Asset Management
Federal National Mortgage Association (Fannie Mae)
01.2010 - 01.2014
- Led teams that were responsible for listing, marketing, repairing and selling of Real Estate Owned (REO) properties
- Enhanced customer satisfaction with a focus on fostering long-term relationships, consistently addressing client needs, and providing exceptional service
- Created property management strategies designed to help with neighborhood stabilization while mitigating loss and protecting taxpayer funds
- Managed broker network, consisting of over 2000 agents across 25 states
- Worked with Valuations department to ensure homes were correctly priced to maximum sales profitability
- Fostered a culture of continuous improvement within the sales department, regularly organizing workshops and skill-building sessions for employees at various levels of expertise.
- Conducted territory visits to inspect property repairs, marketing, and safety compliance
- Broker Oversight Committee board member
- Worked closely with FHFA on new programs and general updates on REO activities and market trends
- Exceeded dispositions, sales, execution, and repair rates targets key performance indicators
- Delivered consistent results against quarterly targets by monitoring KPIs closely and adjusting tactics as needed
- Improved forecasting accuracy by using data-driven insights to inform decision-making processes around inventory management and resource allocation
- Collaborated with cross-functional teams to develop innovative product offerings that addressed evolving customer demands
Senior Vice President - Customer Service
Countrywide/Bank Of America
01.2004 - 01.2009
- Led support functions for call center operations. This included inbound call quality and customer experience, communications and policies and procedures, training and learning, and compliance for eleven operations centers including an international center in Mumbai India
- Restructured departments for increased efficiency, optimizing resource allocation and improving communication between teams
- Enhanced company performance by implementing new strategies and streamlining operations
- Delivered exceptional customer service by implementing best practices and fostering a culture of accountability within the organization
- Secured vital partnerships with industry leaders, enhancing company reputation and expanding market reach
- Developed and implemented sales training, reporting, compensation and incentives, and sales performance KPI’s
- Co-sponsored three-way call connection project that increased leads transfer percentage from 84% to 97%
- Increased revenues by 70MM after implementation of new sales process
- Created a 360-feedback partnership for sharing continuous process improvement ideas
- Increased Customer Satisfaction scores from 66% to 87% top 2 box score (email and IVR combined)
Education
Bachelor of Business Administration -
Stephen F. Austin State University
Skills
- Client Relationship Building
- Operations Management
- Sales Leadership
- Customer Service
- Strategic Planning
- Process Improvement
- Contract and Vendor Management
- Complex Problem-Solving
- Metrics Tracking
- Charismatic Leader
- Training and Mentoring
- Sales and Marketing Leadership
Certification
- Mediation and Dispute Resolution Certification - Collin College
- Family Law Mediation Certification - Collin College
- AI Certification - Writing .IO Academy
Affiliations
Co-Founder and Sitting Board Member| Service First Initiatives
Timeline
Head of Residential Vendor Partnerships
Frontier Communications
01.2018 - 01.2022
Consultant, Call Center Operations
World Network Services (WNS)
01.2015 - 01.2018
Sales Director, Real Estate Asset Management
Federal National Mortgage Association (Fannie Mae)
01.2010 - 01.2014
Senior Vice President - Customer Service
Countrywide/Bank Of America
01.2004 - 01.2009
Bachelor of Business Administration -
Stephen F. Austin State University
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