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Summary

Visionary leader with 15 years of experience in implementing successful strategies and motivating teams to produce significant bottom-line results.

Diversified background in account management and operations; distinguished for an entrepreneurial mindset, creative problem solving, cross functional collaboration and client focus.

Multi-talented business strategist adept at offering innovative solutions to market influences and operational challenges; then leverages decisiveness to implement solutions while minimizing risk and maximizing performance.

Expert in transforming strategic plans into tactical initiatives and execution. Motivator and coach combining business acumen with analytical depth to align operational efficiencies with client service levels and corporate goals.

Work History

Jan 2016Present

Consultant

Team Prosser Consulting

Client: myBPO

My distinguished background of driving profitability on strategic accounts led myBPO to proactively contact me to lead their startup. I formulated their entire business platform including global operations model, pricing structure, marketing strategy and talent acquisition.

  • Designed and delivered business plan to local government officials to procure support and financial discounts
  • Quickly secured a healthy pipeline of potential clients with two committed even prior to official launch
Jun 2011Dec 2015

Director, Account Management

STARTEK

Orchestrated the execution of services on multiple strategic accounts. Created multi-year business plans and budgets that provided outlook of operational growth and revenue projections to stakeholders. Demonstrated ability to ensure high levels of customer service, interpreting needs and matching with services and solutions to best address to customized client requirements. Recognized as a builder and leader of high performance teams by engendering a culture of trust and collaboration.

  • Implemented/scaled STARTEK's largest & most successful ecommerce account to 700 FTE delivering $15M of growth for shareholders
  • Created new service offering for a strategic financial services client. The new presence in financial services delivered $5M in additional high-margin revenue in only 5 months
  • Recognized by the data breach industry leader for engineering a world class data breach solution used to scale teams of 40-1000 FTE
  • Leveraged existing underutilized resources to launch new business saving $100K training cost while delivering 99% on QA. Then returned resources to original account in time for open enrollment. This tactical innovation drove $1.5M additional margin dollars to the bottom line.
  • Rehabilitated 4 key accounts by indoctrinating teams in operational concepts and instilling company core values
Nov 2010Jun 2011

Account Manager

Harte-Hanks

Oversaw all aspects of operations, knowledge transfer, quality, and staffing for strategic relationship with Microsoft Online Services. Actively negotiated business growth, increasing revenue in 5 months

  • Negotiated and secured client support for Harte-Hanks rehabilitation process and arbitrated goal relief on penalties
  • Devised proactive resource management system increasing revenue using existing staff. Revenues outpacing budget targets by over 800 bp without adding cost generated significant margin gains
Apr 2005Nov 2010

Operations Manager

SiTEL

Oversaw operations management, employee engagement and financial health of accounts ranging up to $25M in revenue

  • Recruited and developed a team of top performers who earned the first ever J.D. Power Triple Crown Award in the cable industry
  • Successfully pioneered and expanded multiple healthcare accounts including: Pharmacy techs, DME, plan administration, and part-d

Education

Kilgore College

Kilgore, TX

Computer Science – Degree Program

Business/Management - Degree Program