Experience

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  SCORE Mentors Manasota

  • Sarasota Florida

  • SCORE Mentor

    • Jan 2016 - Present
    • Sarasota Florida

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  Amtrade Realty

  • Residential Real Estate Agent

    • Jan 2018 - Present

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  Scott Hancock Counsulting

  • Atlanta Georgia

  • Consultant

    • Jun 2011 - Present
    • Atlanta Georgia

    Contact Center Operations - Strategic Planning, Performance Improvements, Member Acquisition and Retention, Start-Up, Expansion, Consolidation - Domestic, Near Shore, OffshoreOptimizing Operational Performance - Identifying and Improving Key Performance Metrics, Optimizing Sales Performance by Channel (Inbound/Outbound Calls, Chat, Email), Improving Staffing and Scheduling, Maximizing Customer Satisfaction through Voice of Customer and CRM programsTransaction Processing - Process Improvement and Re-engineering, Process Controls and Reporting, Quality Control, Continuous Improvement InitiativesChange Management - Turnarounds, Project Management, P&L Analysis and Budgeting, Consolidations, Re-Organization

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  Coldwell Banker Real Estate

  • Sarasota, Florida Area

  • Sales Agent

    • May 2014 - Dec 2017
    • Sarasota, Florida Area

    Providing exceptional real estate experiences to homeowners selling and buying homes in the Sarasota, Bradenton, and Lakewood Ranch areas.

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  American Precious Metals (APMEX)

  • Oklahoma City, Oklahoma

  • Consultant

    • Jul 2012 - Feb 2013
    • Oklahoma City, Oklahoma

    APMEX is one of worlds largest retailers of Silver and Gold products- Hired to maximize sales efficiency and conversion rates of the inbound sales and customer service depts- Implemented improved reporting and analysis by sales channel (chat, inbound/outbound calls, emails) to identify and leverage key sales opportunities- Reorganized and specialized Sales and Customer Service organization to leverage best practices as well as sales and customer service skills of top performing staff- Developed and implemented staffing and scheduling modules to maximize sales, improve quality of service and optimize profitability - Implemented QA and Voice of the Customer Programs which helped improve quality of service as measured by customers

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  MSC Services Inc.

  • Consultant

    • Jan 2010 - May 2011

    Chartis Insurance Accident and Health Direct Marketing Division, New York, NY* $250M division of Chartis Insurance which provides Accident and Health programs directly to consumers via affinity relationships with financial institutions and retailers* Hired by President to optimize operating cost, improve quality of customer support and implement improved controls and reporting for marketing acquisition programs* Implemented controls and process changes to improve handling of customer service calls and streamline fulfillment of policies resulting in a $750K reduction in costs in the first 6 months* Improved marketing acquisition model and identified opportunities to improve effectiveness of marketing spend through more disciplined telemarketing strategies and vendor partnerships

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  Affinion Group

  • SVP Operations

    • Jan 2007 - May 2009

    * $1.4B company providing 30 affinity marketing programs to major financial institutions and credit card issuers including Identity Theft, Credit Monitoring/Reporting, and Consumer Savings Programs. * Rehired by company (previously Cendant) with responsibility for all U.S. contact center operations, membership retention, and travel membership and loyalty programs* Management and oversight of 1,300 employees located in 3 company owned centers and 6 global outsourced location including Mexico and Manila. * Accountable for member servicing and retention (10 million calls per year) and travel agency operations ($300M+ in annual sales). * Achieved financial targets and goals each year while improving quality of service delivery as measured by customer surveys.

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  Cheap Trips

  • Consultant

    • May 2006 - Dec 2006

    * Hired by CEO of a Travel Membership Company with 300,000 members to improve Marketing, Operation and Financial performance. * Improved quality and economics of service delivery by re-engineering customer support and transitioning responsibility to new travel provider (Travelocity)* Improved marketing programs and premiums for increasing membership * Implemented membership retention programs and improved renewal programs

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  TRX

  • EVP Operations

    • Jan 2000 - Dec 2005

    * $100M Global company that provided technology solutions, transaction processing/reporting, and customer support to major travel agencies in US and Europe including American Express and Expedia, airlines including American and US Airways, and financial institutions including CitiBank. * Hired by Chairman of Board to turnaround operations, grow company and help take company public* Helped company grow into the worlds largest travel outsourcer; processing and fulfilling over 10% of global airline ticket transactions (73 million) in 2004. * Reduced processing cost by over 60% through re-engineering and automation. * Processed and reported on 76 million data records from 400 sources in 50 countries. * Established operating center in Bangalore, India. * Consolidated European operations and automated processing procedures, cutting costs 30%.

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  Cendant

  • EVP/GM Cendant Travel Membership

    • Feb 1995 - Dec 1999

    * Promoted to manage and oversee all travel operations including three major travel companies including over 20 membership and loyalty programs. * Developed and implemented new membership acquisition and retention programs to grow membership base by 40% to 4.5 million members* Responsible for 10 operating centers and over 3,000 employees. * Grew annual travel sales to over $920 million by improving value of product offerings and quality of service.* Increased productivity 5% annually by improving product offerings, streamlining operations and automation. . * Doubled profitability of the tour/cruise travel company (National Leisure Group) in three years by developing and integrating proprietary inventory/reservation system with third party tour companies. * Increased RCI timeshare travel agency profitability by $2 million in first year through streamlining operations and automation; grew sales to over $130 million annually through improved products and value.

  • VP/GM Operations

    • Sep 1988 - Jan 1995

    * Directly responsible for Denver operating center: 350 Travel Consultants and 250 Membership Agents. * Oversight and P&L responsibility for ten other travel and membership centers; started up 4 of these locations* Improved sales performance of reservation consultants by 5% per year by reengineering customer support operations and streamlining/automating the reservation systems. * Increase membership retention rates by 20% through improved scripting and retention tools. * Reduced support costs by 15% by converted Nashville travel operation into a centralized support center with Quality Control, Fulfillment, and Escalated Customer Support

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  Gelco Travel

  • VP/GM Operations

    • Mar 1982 - Jul 1988

    * Managed the first Department of Defense contracted Travel Management Program at the US Army Tank Automotive Command and worked with US House Armed Service Committee to expand program* Managed first contracted Travel Management Program for Pentagon, Dept of Justice and Dept of Transportation