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Sean Dubose's Resume (1)
- 1. SEAN R. DUBOSE 4327NE 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 4327NE 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 4327NE 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