Pete Mackin
Director of Sales and Customer Service, North America at Vitrazza- Claim this Profile
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Topline Score
Bio
Bill Griffin
I strongly recommend Pete as a detail oriented, highly motivated achiever. I have worked with him for many years and, over that time, Pete has demonstrated a proven track record of success managing multiple contact centers. Pete's ability to analyze, prioritize and action plan are true strengths.
Charles Carter
Without question or thought Pete Mackin would run any call center operation for our firm due to years of diverse experience, outstanding employee relations skills and ability to consistently meet financial performance expectations & surpass them. Any firm or organization who requires a hands on leader that will develop and grow their workforce and deliver results should consider Peter and his considerable resume.
Bill Griffin
I strongly recommend Pete as a detail oriented, highly motivated achiever. I have worked with him for many years and, over that time, Pete has demonstrated a proven track record of success managing multiple contact centers. Pete's ability to analyze, prioritize and action plan are true strengths.
Charles Carter
Without question or thought Pete Mackin would run any call center operation for our firm due to years of diverse experience, outstanding employee relations skills and ability to consistently meet financial performance expectations & surpass them. Any firm or organization who requires a hands on leader that will develop and grow their workforce and deliver results should consider Peter and his considerable resume.
Bill Griffin
I strongly recommend Pete as a detail oriented, highly motivated achiever. I have worked with him for many years and, over that time, Pete has demonstrated a proven track record of success managing multiple contact centers. Pete's ability to analyze, prioritize and action plan are true strengths.
Charles Carter
Without question or thought Pete Mackin would run any call center operation for our firm due to years of diverse experience, outstanding employee relations skills and ability to consistently meet financial performance expectations & surpass them. Any firm or organization who requires a hands on leader that will develop and grow their workforce and deliver results should consider Peter and his considerable resume.
Bill Griffin
I strongly recommend Pete as a detail oriented, highly motivated achiever. I have worked with him for many years and, over that time, Pete has demonstrated a proven track record of success managing multiple contact centers. Pete's ability to analyze, prioritize and action plan are true strengths.
Charles Carter
Without question or thought Pete Mackin would run any call center operation for our firm due to years of diverse experience, outstanding employee relations skills and ability to consistently meet financial performance expectations & surpass them. Any firm or organization who requires a hands on leader that will develop and grow their workforce and deliver results should consider Peter and his considerable resume.
Credentials
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Carew Leadership
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Experience
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Vitrazza
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United States
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Furniture and Home Furnishings Manufacturing
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1 - 100 Employee
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Director of Sales and Customer Service, North America
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2020 - Present
Lead the Sales and Customer Service departments at Vitrazza to exemplary results. Have driven record sales revenue in each of my two first years increasing sales volume by over 100%. Produce regular quantitative reports to evaluate performance, adjust strategies and maintain agile, sustainable operations. E-Commerce expert! Additionally, have received numerous accolades for providing exceptional customer service. Lead the Sales and Customer Service departments at Vitrazza to exemplary results. Have driven record sales revenue in each of my two first years increasing sales volume by over 100%. Produce regular quantitative reports to evaluate performance, adjust strategies and maintain agile, sustainable operations. E-Commerce expert! Additionally, have received numerous accolades for providing exceptional customer service.
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Alliance Data Card Services
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United States
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Financial Services
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500 - 600 Employee
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Operations Director
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Jul 2017 - 2020
Oversee 300+ employees in onsite and offsite payment solutions center. Have driven record attainment to KPIs while keeping attrition rates to a multi-year minimum. Produce regular quantitative reports to evaluate performance, adjust strategies and maintain agile, sustainable operations. Oversee 300+ employees in onsite and offsite payment solutions center. Have driven record attainment to KPIs while keeping attrition rates to a multi-year minimum. Produce regular quantitative reports to evaluate performance, adjust strategies and maintain agile, sustainable operations.
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BioTRUST Nutrition
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United States
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Wellness and Fitness Services
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1 - 100 Employee
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Director Sales Operations
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2015 - Jun 2017
Oversee the daily call center operations, including sales, exceptional customer experience, one-call resolution, Human Resources, hiring, and increased revenue generation. Have increased month-over-month revenue by 10% within my first quarter as Director. Have improved Customer satisfaction survey scores from 84% to 89% within three months. Oversee the daily call center operations, including sales, exceptional customer experience, one-call resolution, Human Resources, hiring, and increased revenue generation. Have increased month-over-month revenue by 10% within my first quarter as Director. Have improved Customer satisfaction survey scores from 84% to 89% within three months.
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HKT Teleservices (Formerly PCCW Teleservices)
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China
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Director Sales and Operations
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2013 - 2015
Oversee the daily inbound sales operations of PCCW Teleservices (US) for major clients such as Apple and AEP Energy. Have dramatically improved sales and customer service survey scores while productively growing the site from 2800 to 11,000+ weekly hours (70 FTE to 280 FTE) within six months, including hiring and training 15 Team Leaders. Oversee the daily inbound sales operations of PCCW Teleservices (US) for major clients such as Apple and AEP Energy. Have dramatically improved sales and customer service survey scores while productively growing the site from 2800 to 11,000+ weekly hours (70 FTE to 280 FTE) within six months, including hiring and training 15 Team Leaders.
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DialAmerica
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Senior Sales Director
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2004 - 2013
Oversee the telesales operations for Columbus, Ohio; Johnson City, Tennessee; Greenville, South Carolina; Knoxville, Tennessee; and Omaha, NebraskaResponsible for 18,000+ sales hours, $350,000 in expenses per weekRegion generated over $5 million in revenue in most recent quarter60 Full Time Staff, 800+ Part Time staff within regionServe as Program Manager for Renewals, Cable, QVC, and Existing Business Relationship Lead GenerationConduct quarterly visits to above branches for quantitative and qualitative review AccomplishmentsTook on more offices and responsibilities during this time. Johnson City, 9/2004; Greenville, 3/2005; Knoxville, 7/2007; Omaha, 7/2010 – all offices experienced significant hours and revenue growth under my guidance Show less
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Site Director
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1997 - 2004
Responsible for Columbus telesales operationOversaw 11 full-time and 7 part-time supervisorsAccountable for performance of up to 160 sales representativesResponsible for hiring, training, and supervising staff Trained sales reps to contact customers on behalf of several Fortune 500 companies to offer their products and/or services Created and designed classified advertisements to attract new employeesMonitored all branch expenses AccomplishmentsGrew facility from 1300 production hours in October 1997 to 3900 production hours in December 2003. Awarded the “branch of the quarter award” in nine of eleven quarters Show less
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Site Director
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1996 - 1997
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Assistant Site Director
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1991 - 1996
Instrumental in aiding Branch Manager accomplish branch goalsRepresented DialAmerica on numerous occasions at the Ohio Special Olympics Summer GamesRepresented DialAmerica at the Leukemia Society Telethon on WTTE-TV in May 1996Accomplishments * Helped Columbus office achieve branch of the quarter award numerous times
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Education
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The Ohio State University
Economics
Community
