This document provides a recommendation letter and resume for Timothy Pruitt. The recommendation letter describes Tim as an "awesome" employee who effectively manages his time, has excellent knowledge in various business areas, has a great sense of humor, and is a reliable and honest professional. The resume then outlines Tim's 14+ years of experience in customer service operations and account management roles, along with his responsibilities, accomplishments, and skills in areas like analytics, process improvement, and client relations.

1. "Tim was a direct report of mine for several years, and there is one word for him – awesome! He is a
consummate business professional, effectively manages his time, and follows through on all details. His
knowledge of customer care operations, client management, analytics, and general business protocol is
excellent. Tim has a great sense of humor and a willingness to do whatever it takes to get the job done. He is
always an asset to his team. He is an incredible resource, reliable project partner, and solid businessperson. Our
clients would echo the same feedback. Tim is able to communicate clearly and effectively at all levels of the
organization, both internally and externally, and truly is a seasoned professional who operates with integrity and
honesty.” August 2015
~ Kevin Kvech, Director of Program Management, Convergys
TIMOTHY PRUITT
1401 Patricia Drive ♦ San Antonio, TX 78213
Phone: (956) 413-3123 ♦ Email: timothypruitt1977@gmail.com
PROFESSIONAL SUMMARY
Results-driven Global Account Management and Operations Professional leveraging 14+ years of contact center
success ♦ Key account SME, driving revenue growth and solutions development ♦ Service delivery expert,
implementing industry best practices ♦ Skilled technology analyst, introducing leading-edge solutions ♦ Articulate
communicator, building rapport and trust at all levels ♦ Valued client advisor, developing strategic relationships with
internal/external stakeholders ♦ Top performer who thrives in high-demand, high-expectation environments ♦
Charismatic leader, adept at building and managing peak-performance domestic and international teams ♦
Enterprise change agent, creating success-oriented cultures
CORE COMPETENCIES
P&L management ♦ Diversifying/growing revenue streams ♦ EBIDTA strategies ♦ Analytics ♦ Solutions design ♦
Audits ♦ Margin improvement ♦ Root cause analysis ♦ Workflow management ♦ Transforming “at risk” clients into
referenceable accounts ♦ Customer acquisition, retention, and loyalty programs ♦ Strategic pricing ♦ “What if”
analysis ♦ Internal/external reporting and documentation ♦ Benchmarking/performance metrics ♦ QA ♦ WFM ♦
Process reengineering ♦ Contract negotiations ♦ Global ramps ♦ Multi-channel customer interaction ♦ Start-ups and
turnarounds ♦ Agent cluster management ♦ Competing metrics analysis ♦ Agent performance profiling ♦ SLAs ♦
Sales containment ♦ Executive business reviews ♦ Costs-per-call ♦ Stack ranking ♦ Customer verbatim analysis ♦
Time-of-day/day-of-week analyses ♦ Consistent record of achieving unprecedented results
PROFESSIONAL EXPERIENCE
CONVERGYS CORPORATION San Antonio, TX
A $2.9B publicly-traded global BPO company offering call center/CRM services and IT outsourcing. Convergys
provides call handling for sales, marketing, customer support, bill processing services, provisioning software,
payroll operations, staffing, and training. The company has 125,000 employees in 150 contact centers worldwide.
Business Analyst/Performance Analytics – Mar/2014 – Nov/2015
Report to Director of Analytics. Promoted to apply statistical modeling analysis of contact center performance
and C-Sat data. Examine performance trends and assist senior management in developing operational
improvement initiatives across 9 domestic and international sites, 2,500 FTEs, and 7 LOBs. Leverage data and
expertise in operations and client services to identify root causes impacting C-Sat scores.
 Facilitate and conduct root cause analysis to determine the underlying drivers behind performance
gaps, including site observation, interviews, and process documentation.
 Key driver in analytic/engagement plan development based on analytic findings, metrics performance,
and client business needs.
 Continuously analyzed C-Sat scores, producing actionable findings that led to a sustained 5% increase
(from 66% to 71%) within 9 months, delivering additional $50K in bonus revenue.
 Identified areas for drill-down focus, conducting analyses to understand drivers of performance gaps,
increasing first-call-resolution rate by 8%, saving $2.7MM annually.

2. Timothy Pruitt Resume – Page 2
 Monitor and measure performance of 18.9MM transactions annually.
 Analyze qualitative and quantitative data, identifying performance improvement opportunities.
 Work with statisticians, developing key driver analysis, statistical links, and metrics calibration.
 Coordinate data feeds with operations to provide data for analysis.
 Document current operational processes as part of root cause analysis and improvement initiatives.
 Identify possible operational and touch-point gaps contributing to lower key metric results.
 Develop current status updates, monitoring progress against action plans, operational goal attainment
performance, and KPI improvement initiative effectiveness.
 International experience includes supporting Asia Pacific operations across 4 sites and 1,000 FTEs.
Senior Client Service Manager – Dec/2011 – Mar/2014
Reported to Director of Account Management. Managed all strategic and tactical aspects of client relationship
with Comcast (Convergys’ 2nd-largest client) across 4 domestic sites, 2 offshore sites, 4 LOBs, and 2,700 FTEs.
Served as primary liaison between business development and service delivery teams to drive operational
excellence and further account penetration. Services included back office and order fulfillment.
 P&L responsibility for 3 programs; managed 10 indirect reports.
 Delivered $58MM in revenue against a forecast of $56.2MM, exceeding gross profit by 8.2% (2013).
 Exceeded yearly revenue margins, delivering 34% gross profit on total revenue.
 Managed account performance against profitability objectives, contract metrics, and client expectations.
 Analyzed agent behaviors, developing and implementing action plans, decreasing AHT by 60 seconds
(125K NCH monthly).
 Improved sales close rate by 8%, increasing “sales entered” by 166K in 12 months (+27%).
 Conducted root cause analysis and implemented sales behavior best practices, increasing revenue-
generating-units-sold by 456K in 12 months (+56%).
 Personally planned and hosted domestic and international client on-site audits.
 Provided best practices expertise in consultancy role to senior management and operations team.
 International experience included Costa Rica and the Philippines.
 Developed strong working relationships within the local BUs for problem resolution support.
 Earned additional pay-for-performance bonus ($683K) for exceeding 2013 contractual KPIs.
Team Leader – May/2010 – Dec/2011
Reported to Site Director. Promoted to a combination operations and client services leadership role, managing
40 customer service representatives and 20 SMEs (escalation supervisors and tier-2 ticket auditors), delivering
customer support, sales, tech support, chat, and customer escalations for dedicated client, Comcast.
 Prepared and delivered client-facing weekly/monthly/quarterly executive-level performance review
presentations.
 Conducted ad-hoc KPI analyses, providing performance improvement plans to executive management.
 Piloted site-wide OM, team leader, and agent stack rankings to boost performance and foster healthy
competition, consistently meeting/exceeding all KPIs.
 Prepared and presented key AHT drivers to senior management in multiple sites across North America,
LATAM, and the Philippines.
 Prepared semi-annual team leader and OM performance scorecards for appraisal discussions.
 Measured effectiveness and quality of chat floor support agents, improving chat productivity and
reducing ASA by 20 seconds per inbound chat.
 Participated in quality call calibrations with external clients.
 Monitored real-time service levels, agent scheduling, schedule adherence, AHT, and absenteeism.
 Mentored team on soft selling skills, decreasing transfer rates by 6% in 3 months while increasing sales
rates by 1.5%.
Customer Account Executive – Mar/2009 – Apr/2010
Reported to Team Leader. Served as call center agent, responsible for assisting customers with billing, cellular
questions, cable issues, and technical support issues.

3. Timothy Pruitt Resume – Page 3
P R I O R P O S I T I O N S H E L D
AUTOZONE, INC. Inbound Warehouse Supervisor Jul/2008 – Feb/2009
WASTE MANAGEMENT Commercial Account Manager Mar/2008 – Jul/2008
WASTE MANAGEMENT
WASTE MANAGEMENT
Recruiter
Safety Manager
Jun/2007 – Mar/2008
Apr/2006 – May/2007
JHT HOLDINGS, INC. Transportation Safety Manager Mar/2004 – Mar/2006
JHT HOLDINGS, INC. Driver Trainer Feb/2003 – Mar/2004
VARIOUS EMPLOYERS Professional CDL/Commercial Driver Aug/2000 – Feb/2003
UNITED STATES ARMY Various Duty Assignments Mar/1995 – Aug/2000
EDUCATION
DeVRY UNIVERSITY, Irving, TX
Bachelor of Science, Business Administration; Project Management Concentration
Graduated with honors, carrying full course load while employed full time
PROFESSIONAL DEVELOPMENT, NOTABLES
 Training has included:
 Over 125 Call Center Personal Development Courses.
 Airs Certified Recruiter Course.
 O.S.H.A. 30-hour Federal Safety Course.
 Technical proficiencies include Microsoft Office, Visio, Avaya, IEX/Total View, Cognos, Kronos,
PeopleSoft, ESS Financial Database, and Olap Cube Reporting.
 Languages: English (native); Spanish (conversational).
 Willing to consider domestic or international relocation; able to travel up to 80%.
 US citizen, willing to travel internationally, holding current passport.