Director – Marketing and Communications Resume
Taylor Anderson
601 Harmony Lane
Pleasantville, CA 94513
(915) 535-3234
Executive Management Professional
Call Center Operations • Business Development • Operations • Management Consulting
It offers more than 20 years of experience in managerial positions and above. Experience in technical and operations management, budgeting and management, fundraising and investment negotiations, human resource management, cost control, inventory and logistics, purchasing and procurement as well as the diversity of knowledge center Call and network management Lucent CMS, ACD aspect, Fifth CTI, Kronos and NiCr systems Geotel. Excellent command of written and verbal communication allows successful interaction with people of diverse backgrounds, cultures and levels.
Experience
ABC International
2001-present
National Director of Marketing and Communication
Vice President – Customer Interaction Services Practice
· Grew the practice of consultation from the ground floor of the annual turnover of more than
$ 1 million in less than 12 calendar months.
· Establish, implement, manage and oversee strategic marketing plans, business plans, strategies, branding and trademarks, as well as human resources and project development.
• The leader in the integration of marketing processes, which the company moved to a local “oral” society prestigious and internationally recognized.
· Solutions latest restructuring designed to improve overall satisfaction and employee satisfaction, processes and procedures, technology architectures, systems management and maintenance and operation of facilities.
· Proven as an expert in the network architecture and promote long-term business relationships.
· Designed and maintained sales and promotion organization.
Secured · The written agreements for high-end organizations, such as providers of telecommunications services, providers of hardware / software, investors, and Call Center market.
• Supervision of all activities related to public relations, exhibitions, fairs and advertising.
· Written and published articles on the industry, white papers and technical manuals.
· Control exerted on the motivation, information and education in public speaking and presentations during sales presentations with the leadership level “C”.
• Extension of call center operations for large Financial Services Organisation from 3 plants /
3 million calls per year to 5 installations / 6 million calls per year project was completed within budget and on time.
ABC Company – Division of XYZ, Professional Services
2000-2001
Senior Consultant
° provided, a specialist in management and development of the practice of local councils of telecommunications.
· Interact with high-level executives to introduce the communications networking and marketing solutions for industry-related projects and product launches.
· Ensures contractual agreements with Fortune 500 and medium enterprises, medium enterprises and start-up organizations to develop call centers and help desk.
The group of over 125 support centers lower in two sophisticated, fully integrated Customer Interaction Centre at telephone audio, chat, email and fax communication structures.
· Developed and implemented company-wide methodology and a training program for project managers, support CMM Level 3 certification.
• Maintain responsibility for contract negotiations, proposal development, monitoring of development / project team qualified.
Important company
1999-2000
Consultant
· Server acting as a consultant to the object Call Center technical and functional, and computer telephony integration and customer relationship management.
• Manage designed to restructure the Human Resource Centres of shared services to Fortune 100 companies.
• Design and integrate the use of metrics information systems for tracking and monitoring of the data used in cost control procedures.
• Design and supervised the installation of high-level technical architectures, including Computer Telephony Integration (CTI), Customer Relationship Management (CRM) systems of quality monitoring, case management and knowledge base systems a major airline.
• Managing the selection, installation and implementation of CTI programs resulting in savings of over $ 4 million for the client.
XYZ, Inc.
1998-1999
Operations Manager
· Conditions and manages all technical aspects of the operations and functions of the sales catalog of more than 800 agents to call center, in support of 200 000 calls per week during the season.
· Looks on the one hand the construction of new facilities, personnel and management.
• Monitoring system implementation aspect, LAN / WAN, recruitment and incentive programs.
· Operations diversified to include Internet-based trading system, resulting in the generation of additional income.
To watch over 30 direct reports and 80 indirect reports.
Financial Credit Services
1996-1998
Control Center, Head of Unit
· Directs and manages all the technical functions to support 1500-agent call center and 5, 800-agent call center.
Supported global infrastructure, including Geotel NiCr and ozone similar.
· Application administrators Cybernetics and traction control systems for the workforce.
Is served by a key member of strategic solutions for the development team responsible for the process of development of processes to reduce risk.
· Establish and implement the “Call-Me-Back” network strategies for the 40% increase in the rate of roll.
American Corporation
1993-1996
Quality Assurance Manager
• Developing all aspects of quality control processes in a production environment.
• Establish and integrated quality control procedures, maintenance of the lowest rejection rate in the industry
· Lost 80%, 40% discount on the erosion, improving productivity by 50%.
Military service
Executive Director, U.S. Army
1980-1992
• Developing the “Army Homework System,” provides that the monitoring was carried out throughout the organization, and is currently in use.
Designed measuring system · used for tracking and monitoring of all U.S. operations in Latin America.
Education
Pursuing a Master of Business Administration degree in eCommerce
University of Dallas, Dallas, TX – expected in 2004
Master of Arts in Business Administration
Webster University, St. Louis, MO, 1989
Bachelor of Science in Criminal Justice
Midwestern State University in Wichita Falls, Texas, 1980
Special Education
Lucent CMS Administrator
Aspect ACD administrator
Kronos Systems Administrator
Geotel NiCr Administrator
Quintus CTI
Scholarships
Two Meritorious Service Medals as commander of Operations and the U.S. Army Center ‘S Emergency Operations
Outstanding Volunteer of the Year – NGTGS – 2001
“The best place” Award – Habitat for Humanity
Publications
Article – Contact Center World Magazine – 20/12/2001
Article – DfwTech Biz – 28/05/2001
Industry and Community Affiliations
President, Dallas integrity in action
Executive Director of Corporate Development for North Texas Global Telecommunications Society (NTGTS)
Members, Greater Dallas Chamber of Commerce Leadership Task Force