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Kendall Jay Leaman Resume


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  • 1. Kendall Jay Leaman Resume North Dallas 6405 Wexley Lane The Colony, TX 75056 214-717-1316 [email_address]
  • 2. Overview
    • I have extensive, broad based experience in managing, operating, consulting & selling Call Center and technical Help Desk solutions.  Many of those years were as a Director of Call Center & Help Desk Services for a National IT Solutions Provider / Outsourcer, where I presented in front of C-Level management for Fortune 1,000 companies, and project managed large scale implementations.  I have overseen hundreds of team members nationwide, have multi-site multilingual Global experience, developed a remote work-at-home team and have been responsible for substantial P&L. I have exceptional business development, sales, IT and project, change & operational management skills.
    • As a persuasive individual with highly developed analytical skills and the ability to provide creative solutions to business challenges, I have been successful in quickly delivering results in a variety of industries and working with a myriad of customers. I am a goal orientated individual with a proven history of high levels of performance in competitive environments, and in-depth training and experience in technical sales, product application & customer relationship management.
    • I have been involved in Help Desk Institute (HDI) for 15 years, and am certified at the highest Director level. I also serve currently as the VP of Vendor Relations for the DFW Chapter.
  • 3. For the UK’s Largest Internet Office Broker
    • Launched their US Division; including IT / phone infrastructure, call center, business development, project management, application development & website design
    • Developed profit & loss projections over the first 3 years, setup LLC company, obtained an accountant, hired a payroll & benefits company, rented office space, acquired office furniture, obtained T1 lines for voice & data, setup phone system, website & servers, hired & training in-side sales staff and the business development team
    • Consistently ahead of forecasted profit, and within 6 months had over 1,000 customers signed up for our services
    • Increased market share by partnering with an international company to expand sales ability from 2 to 60 countries
  • 4. For a $500M Global Office Space Provider
    • Successfully relocated their Sales & Solution Call Center within 6 months
    • Developed project plan, revised current policies & procedures, selected and prepared the new location, created training manuals, revised compensation/incentive plan, and hired inside sales agents & call center agents
    • Oversaw call center, inside sales, application development & IT / phone infrastructure
    • The first week we opened revenue was increased by 15%, and grew to 45% within the first 6 months
  • 5. For a $100M National IT Solutions Provider / Business Process Outsourcer (BPO)
    • Launched their Outsourced Call Center & Technical Help Desk division, growing to 45+ clients & 600+ agents, in a multi-site multilingual environment with remote work-at-home agents
    • Oversaw call center, technical help desk, application development / hosting, consulting, project management, quality assurance, IT & phone infrastructure
    • Established a new line of business in CRM/ERP consulting, application development & SaaS (Software as a Service)
    • Worked with sales team on pre-sales and creating proposals in response to RFP’s
    • Implemented a world class disaster recovery plan
    • Performed an RFP process to select an ACD phone system with integrated voice recognition, email & voice mail handling/routing, web chat & web call back
    • Increased Revenue over 900%, migrating GM% from 28 to 35
  • 6. Overview Conclusion
    • As a business leader you are constantly striving to quickly improve results and exceed expectations, you must always be looking to improve the talent within your organization. I understand the need to quickly deliver top line growth and have built my career on utilizing my leadership, strategic account management and industry best practices skills to getting measurable results.
    • I am confident that I can make a difference for you and your organization. If you would like to speak with me further, please feel free to contact me. Thank you for your consideration and I look forward to our conversations.
  • 7. Help Desk / Call Center / Sales & Operations Management
    • Exemplary record providing the vision and decisive leadership for startup, turnaround, and emerging companies with full operations management responsibilities and P&L up to $50 million. Successful at building departmental infrastructures for multi-locations multilingual facilitating smooth transitions during periods of significant growth and change. Extremely effective at integrating emerging technologies and operational systems/processes to solve complex business problems. Talent for developing high-performance teams, making effective decisions, and quickly revising tactics to achieve goals within aggressive time frames.
  • 8. Key Skills Summary
    • Help Desk / Call Center Management
    • Strategic Global Planning
    • Operational Planning / Tactical Execution
    • Policy / Procedure Analysis & Development
    • Budgeting / Forecasting / Cost Controls
    • Vendor / Customer Relations
    • Contract Negotiations / Administration
    • Presales / Product Demonstrations
    • Customer Training / Implementation
    • Technical Expertise & Administration
    • Project Management / Best Practices
    • Organizational Development
  • 9. Technical Expertise
    • Microsoft Office
    • Diverse knowledge of Call Center ACD/IVR/VOIP Phone systems (Avaya, Nortel, Call Center Anywhere, Interactive Intelligence, Witness)
    • CRM / ERP systems (Clientele, SalesForce, Pivotal, SAP)
    • Microsoft Windows NT / 2000 / 2003 Server
    • Windows XP / ME / 2000 / NT / Vista Workstation
    • SQL 2005 / 2008 Server
    • Remedy (Help Desk, Asset Management & Change Management)
    • Cognos Web Reporting & Data Mining (Impromptu & PowerPlay)
    • The Brain Knowledge & Document Management
    • BMC’s Patrol Express Network Monitoring
    • WebEx & GoToAssist/GoToMeeting Conferencing & Remote Control
    • Document Management System running on SharePoint Services
    • Workforce Management
    • Computer Programming (Microsoft Access, Visual Basic, COBOL, C++)
    • SaaS
    • Knowledge of ITIL, PMI, ISO & SDLC
  • 10. DFW Help Desk Institute (HDI) VP of Vendor Relations 07-2009 to Present
    • HDI is the world's largest membership association for help desk, technical support & IT service management professionals and is the industry's premier certification & training body. The DFW Chapter is consistently ranked in the top 2 out of 60 across the nation.
    • Serves as a liaison to the Chapter Board representing vendor/supplier interests
    • Enhances the opportunity for and value of appropriate interaction between the vendor members and practitioner members
    • Identifies any practitioner-vendor relationship concerns, and resolves them
    • Produces and maintains the Vendor Code of Conduct
    • Solicits and administers vendor Chapter sponsorship and other activities with the assistance of a Vendor Relations committee
    • Provides input about the latest industry technology to the Chapter’s membership
    • Manages and produces Vendor Fairs or other special vendor programs
  • 11. Trintech Director of Client Support Services 06-2007 to Present
    • Trintech is the leading provider of integrated financial governance, transaction risk management & compliance solutions for commercial, financial & healthcare markets worldwide
    • Oversees Global technical product support for all products Trintech sells. North & South American support via Dallas & San Jose support centers, and EMEA via a London support center. Also oversees Asia/Pac support via a Sydney partner
    • Oversees all customer annual support & maintenance revenue $40+ MM, budgeting for increases, accounting for customer cancellations & handling all customer reduction requests
    • Handles all cross departmental customer issues, between Support, Professional Services, Technical Services, Engineering, Quality Assurance and/or Sales. In charge of customer issues on Senior Management’s Early Warning Accounts List; which is a list where revenue is at risk
    • Assisted in the acquisition of new company & product line, and was responsible for the smooth transition of that customer base and related customer support
    • Within 4 months increased 24-hour Resolution Rate from 65% to 85%, and drove down # of tickets open longer than 30 days from over 100 to under 20
    • Implemented a new Customer Satisfaction Survey system integrated with our CRM system, which automatically surveys the customer after every customer support interaction
    • Increased Customer Satisfaction from 3.5 out of 5.0 to 4.5 within 6 months, and drove down customer maintenance cancellations by 4%. Today customer satisfaction is 4.8 out of 5.0
    • Migrated to latest .Net version of Clientele CRM software with Customer Web Portal
    • Call volume increased 21% from 2007 to 2008, but handled with same staffing level
  • 12. Office Broker Director of America Project based work 01-2006 to 11-2006
    • Office Broker is the largest Internet Office Broker in the United Kingdom, & quickly becoming the largest in the World
    • Launched new US Division servicing all of the United States; including call center, inside sales & business development
    • Developed a business plan for them to be successful in the US
    • Secured over 1,000 major office providers in the US
    • Launched a US Website, and coordinated with Google, MSN & Yahoo to perform the Internet Marketing
    • Developed/Trained a Bi-Lingual Sales team
    • Built a Business Development team to continually secure new office providers
    • Managed all Office Provider Relations, Invoicing, Accounting, Payroll & Benefits Administration
    • Worked closely with UK Division, and launched an initiative to service 60+ countries
    • Project based, so left when successfully completed
  • 13. Regus Director of Sales & Service Center / RVP Project based work 2005 to 2006
    • Regus is the world’s largest provider of Executive Office Space & Video Conferencing, with over 750 locations in 60 countries
    • Hired to relocate the Sales & Service center from Fort Lauderdale to Dallas
    • Directed over 80% of the Sales Leads for Americas for all product lines
    • Increased sales in target markets by working with Global Marketing to roll out new strategies and initiatives
    • Worked with Web Brokers & Real Estate Brokers to drive inquiries and coordinate referral payments
    • Directed a team of 30 Inside Sales Representatives
    • Created a Lost team, which called on lost customers to investigate their current purchasing habits and to introduce our services
    • Project based, so left when successfully completed
  • 14. Technisource Director of Help Desk & Call Center Services & Principle Consultant 1998 to 2005
    • Technisource is a National IT Solutions / Business Process Outsourcing (BPO) & Staff Augmentation company
    • Launched their Outsourced Call Center & Technical Help Desk division, growing to 45+ clients & 600+ agents, in a multi-site multilingual environment with remote work-at-home agents
    • Opened Technisource’s 1st & 2nd outsource Help Desk facilities
    • Started a remote work-at-home agent team, as well as remote agents on client sites
    • Lead Presales efforts nationally in front of C-Level management
    • Rolled out company wide Microsoft CRM
    • Co-designed, developed and rolled out The Brain Enterprise Knowledge Pack Knowledgebase & Document Management system
    • Help Desk Consulting in Industry Best Practices on anything related to the Help Desk environment, including Best Practices, Call Handling Procedures, Call Escalation Procedures, Staffing, Training, Call Tracking systems, ACD Phone systems, Knowledge Base systems, Network Monitoring systems, Reporting & Data Mining systems
    • Managed migration of Help Desk becoming a Cost Center
    • Designed, developed and rolled out Cognos web reporting & data mining system
    • Helped design, develop and roll out iMonitor Network Monitoring system, based on BMC Software’s Patrol Express product
    • Developed a SaaS practice, and Built a Quality Assurance team
    • Increased Revenue over 900%, migrating GM% from 28 to 35
  • 15. The Wolf Organization Help Desk Manager 1987 to 1998
    • The Wolf Organization is a Retailer & Wholesaler of Building Material products
    • Directed all personnel on the Help Desk; Hiring, Performance Reviews, Terminations & Training
    • Designed & Set up the Remedy Help Desk Application
    • Helped implement a Point of Sale (POS) & Inventory Management system
    • Helped organization achieve ISO 9000 certification
    • Helped implement SAP
  • 16. Education & Certifications
    • HDI DFW Chapter VP of Vendor Relations ( )
    • Certified Help Desk Director from STI Knowledge & HDI
    • Certified Microsoft MCP, A+, Certified Dell & Alliance Servers
    • Computer Science Degree from Penn State University
    • Certified Life & Health Insurance Agent
    • PayJunction Credit Card Processing Licensed Agent
    • Working knowledge of ITIL, PMI, ISO & SDLC