Director (Marketing and Communications)

Fred L. Weatherby

1322 Burning MemoryLane

Morrisville, PA 19067

(925) 555-1234

EXECUTIVE-LEVEL MANAGEMENT PROFESSIONAL

Business Development • Operations Management • Consulting

Executive-level professional with vast experience in technical and operations mangement. Able to lead budget development, fundraising efforts, capital investment management, logistics, procurement, and personnel management. Expertise in call center and network administration. Excellent communicator and public speaker.

Professional Experience

CAC International

2001-present

National Marketing and Communications Director

Director – Customer Interaction Services Practice

·    Grew consulting start-up from zero to $1 million revenue in first year.

·    Led all marketing and branding initiatives.

·    Company became industry leader within months of founding.

·    Reengineer facilities, personnel and systems to improve companies.

·    Cultivated long-term business relationships.

·    Designed administrative and business plans.

·    Negotiated contracts with major corporations.

·    Interacted with media and public at trade shows and seminars.

·    Authored technical manuals and white papers for publication.

·    Used public speaking skills to present motivational message to managers.

·    Expanded call center operations from two to five centers and increased revenue by 200%.

Howell Company – Division of Becker Professional Services

2000-2001

Senior Consultant

·    Used management and development expertise to lead a telecommunications practice.

·    Worked with executives to develop product launches and marketing plans.

·    Negotiated contracts to provide Help Desk and Call Centers for Fortune 500 companies.

·    Consolidated 100 smaller centers with cutting edge technology into one seamless unit.

·    Developed an effective training program for managers.

·    Responsible for all contracts and proposals.

Domino Company

1999-2000

Consultant

·    Expert advisor for call center technical matters.

·    Restructured the Human Resources Department for several large companies.

·    Use metric reporting to monitor data and control costs.

·    Supervised installation of Call Service and Customer Relationship systems for a major airling.

·    Reduced costs for client by $5 million annually.

GRT, Inc.

1998-1999

Operations Manager

·    Managed call center operations for a center which supported more than 100,000 calls per month.

·    Responsible for construction of new facility and personnel recruitment.

·    Managed the installation of WAN/LAN networks and ASPECT systems for new operations.

·    Generated new revenue by introducing internet shopping systems.

·    Supervised 25 managers.

Financial Credit Management Services

1996-1998

Control Center Unit Manager

·    Led a 2000-agent call center.

·    Developed global infrastructures to facilitate international expansion.

·    Administered TCS and Cybernetics systems.

·    Chaired a strategic solutions committee.

·    Pioneered the use of “call-me-back” networking to increase roll-rates by 65%.

Borax Corporation

1993-1996

Quality Assurance Manager

·    Directed quality control for a large manufacturing plant.

·    Designed quality control to drop reject rates by 25%.

·    Reduced absence by 75% and spoilage by 50%.

Military Service

Executive Officer, United States Army

1980-1992

·    Developed a tracking system which is still being used.

·    Designed metrics system tracking for monitoring South American operations.

Education

Pursuing Master of Business Administration in eCommerce

University of Pennsylvania – Philadelphia, PA

Master of Arts in Business Management

Washington University, St. Louis, MO

Bachelor of Science in Criminal Justice

Mid Atlantic University, Dover, DE

Specialized Training

Lucent CMS Administrator

Aspect ACD Administrator

Kronos Systems Administrator

Geotel NICR Administrator

Quintus CTI

Awards

Meritorious Service Medals for service as  Commander and Operations Management of U.S. Army Emergency Operations Center

Publications

“Contact Center Operations”, Communications Magazine

Industry & Community Affiliations

President,  Affirming Action

Executive Director, Corporate Development

Member, Chamber of Commerce

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