1. SEAN R. DUBOSE
4327 NE 83rd
St • Kansas City, MO 64119 • (567) 395-2492 • sean0415@yahoo.com
EXECUTIVE-LEVEL OPERATIONS PROFESSIONAL WITH OVER 15 YEARS’ EXPERIENCE
LED CALL CENTER OPERATIONS WITH UP TO 1,200 STAFF AND MANAGED P&L RESPONSIBILITY OF UP TO $70 MILLION
HELD SENIOR-LEVEL POSITIONS AT FORTUNE 500 COMPANIES SUCH AS GE CAPITAL, ACCENTURE, AND SEARS
EARNED AN MBA IN ENTREPRENEURSHIP AND GLOBAL OPERATIONS; COMPLETING A PHD IN ORGANIZATIONAL LEADERSHIP IN
2016
SKILLS
Coaching for Execution| Call Center Start Up| Continuous Process Improvement| NICE Systems| Multisite Call Center
Operations| Service Automation| CRM Dispatch Automation |Project Management| Vendor Management| Resource
Allocation| Service Delivery Transformation| Virtual and Remote Leadership| Email Response Management| Client
Sales and WFM Forecasting| Strategic Planning| Global Outsourcing| RFP Process| Executive Presentations| Vendor
Relationship Management| VOIP| Developing Talent| Building High Performing Teams| Human Resource
Management| BPO Outsourcing| Call Center Expansion & Contraction| Negotiating Service Level Agreements|
Developing Metrics that Matter
PROFESSIONAL EXPERIENCE
Tyco Integrated Security (Kansas City, MO) | Director of Customer Care | 6/2015—6/2016
− Tasked with oversight of call center operations of 1,200 staff across five international contact centers while
owning all results of a 65MM P&L
− Responsible for enterprise level NPS improvement through blended IVR, email, and voice of customer channels
− Participated in Quarterly Business Reviews and fact finding investigations to determine culpability through
− Co-owned the gatekeeper responsibility for service delivery changes to large client Master Services Agreements
− Responsible for responding to RFPs relative to security monitoring work as an outsourced provider of video
verification, video escorts, and IP camera monitoring
− Set annual strategy for overall contact center operations and determined budget allocations across all U.S. and
Canada locations.
− Developed and tracked IT priorities for contact center operations to ensure cost allocations were appropriately
placed against the most beneficial revenue generating activities
− Key accomplishments:
o Designed and implemented operational logistics for Marketing/Commercial Lead Generation Team
resulting in 12MM annual revenue stream
o Strategically designed redeployment of billing and dispute inbound from collections team to retention
group resulting in a 15% dispute reduction and 30% decrease in customer attrition
o Standardized and automated T&M billing resulting in a 41% lift in accuracy netting a 1.6MM
improvement, while reducing billing reversals from 12% to 8.4%
o Developed retention centralization strategy and deployment schedule resulting in 4MM in savings
against overall field support enterprise P&L
Infosys BPO (Milwaukee, WI) | Client Operations Head (Director/Senior Director) | 4/2010—4/2015
− Grew call center operations from 170 staff to 600 agents through client upsell and increased Omni-Channel
support
− Consistently aligned to the Vendor Relationship Manager client to seamlessly address client satisfaction
− Negotiated and executed client contract deliverables as the subject matter expert on the Master Services
Agreement
− Served as an integral member of the business development team, from devising client solutions to delivering
client-facing sales presentations
− Champion all WFM capacity planning for three sites employing over 1,900 representatives on three continents
− Key accomplishments:
o Drove a 14% increase in EBIDTA by streamlining operations, improving efficiency and performing
optimally against the main operational criteria in an incentive-based contract
o Exceeded client targets on numerous criteria: CSAT by 7.5%; average handling time by 9.4%; and
schedule adherence by 3.3%
o Expanded human capital base to derive $1.1MM in additional revenue from the client
Sean Dubose Resume, Page 1 of 3

2. SEAN R. DUBOSE
4327 NE 83rd
St • Kansas City, MO 64119 • (567) 395-2492 • sean0415@yahoo.com
o Increased the size and scope of the BPO by over 300% in less than nine months
Schindler Elevator Company (Holland, OH) | Senior Director, Call Center Operations | 10/2007—3/2010
− Aligned strategy for call center and field operations across three international call centers and two satellite
branches with over 325 staff
− Supported $125MM in retail contracts, overseeing receivables, payables and service logistics, and presidential
escalations
− Directed field service delivery and call center operations with Triaged service requests for over 150K pieces of
equipment across the United States
− Developed business continuity standards; upgraded technology infrastructure; ensured ISO 9001 compliance
− Key accomplishments:
o Lowered mean time between service calls from 89 to 114 days, resulting in net labor cost reduction of
4.1MM year-over-year
o Developed area code recognition strategy for dispatching and inbound call center, and implemented a
GPS-based CRM interface to improve customer satisfaction scores by 9.4%
o Streamlined three call center operations into two, reducing per-hour labor costs by over 30%
o Introduced VOIP solutions to achieve 99.8% call center accessibility during a virtual agent migration
Sears Holding Corporation (Hoffman Estate, IL) | Director of Call Center Operations | 7/2005—8/2007
− Strategically directed a network of eight call centers with up to 1,100 staff and a $50MM annual budget for the
$3.1 billion retail home delivery division
− Set annual strategy and reinforced tactical alignment during weekly/monthly visits and conferences
− Supported retail and supply chain logistics with ownership and accountability for home delivery execution
− Key accomplishments:
o Drove the implementation of an IVR platform that yielded savings of over $65MM in operating
expenses and improved client satisfaction by 23%
o Led a management program that reduced delivery transportation costs by $25MM per year
o Built and launched a balanced scorecard across the entire network, resulting in a 22% rise in
productivity
o Aligned strategic objectives with Marketing to increase agent productivity and up-sell success in an
inbound/outbound environment to expand revenue by $10.8MM and increase warranty extensions by
17%
Accenture (Chicago, IL) | Operations Manager | Transitions and Transformations Manager | 4/2001—7/2005
− Led programs to deliver global Human Resources Outsourcing (HRO) and System Integration (SI) solutions for
Fortune 500 clients
− Assessed solution design, staffing, and overall strategies as liaison with operations and sales teams on
continued elucidation viability
− Managed 100% of Tier 1 service requests with 74% first call resolution, while aligning with critical leaders of the
Tier 2 expert team
− Key accomplishments:
o Created an IVR feedback platform to gain insights into customer satisfaction and allow Accenture to
retain a key government account; the platform was further leveraged as an add-on feature that drove
$350K in annual revenue
o Successfully onboarded 55K employees in less than three weeks; achieved a 90% satisfaction rating for
three consecutive years in enrolling 125K total employees across four clients in health plans
o Offshored and oversaw client call center operations to Bangalore, India, ensuring a stable transition
o Promoted three times in four years of service at the company
EDUCATION
Sean Dubose Resume, Page 2 of 3

3. SEAN R. DUBOSE
4327 NE 83rd
St • Kansas City, MO 64119 • (567) 395-2492 • sean0415@yahoo.com
Chicago Professional School of Psychology (Chicago, IL) | Ph.D. in Organizational Leadership
University of Toledo (Toledo, OH) | Executive MBA in Entrepreneurship and Global Operations
DePaul University (Chicago, IL) | BS in Commerce
Center for Executive Coaching – Certified Executive Coach Designation
Sean Dubose Resume, Page 3 of 3