Professional Documents
Culture Documents
PO Box 709 North Liberty, IA 52317 Cell: (319) 431-6932 E-mail: mike.hoff67@gmail.com
PROFESSIONAL SUMMARY
Results-driven Operations, Account Management, and Inside Sales/Retention Executive leveraging 20+ years of inbound and outbound, multi-site contact center success Client management SME, driving revenue growth and solutions development Efficiency specialist, implementing industry Best Practices Enterprise change management expert, establishing strong, success-based cultures Articulate communicator, building rapport and trust at all corporate levels Energetic executive who thrives in high-stress, high-expectation environments Charismatic leader, adept at building peak-performance domestic and international teams Skilled technology analyst, introducing leading-edge CRM solutions Hands-on, responsible, metrics driven leader, transforming underachieving organizations into top performers
CORE COMPETENCIES
P&L management Fortune 500 client management Business development Revenue generation Process re-engineering Exceptional follow through and attention to detail Benchmarking and performance metrics Workforce management Staff development, training, and mentoring Customer service, acquisition, retention, and loyalty programs Strategic pricing/contract negotiations Project management Global implementations Multi-channel customer interaction Proven record of exceeding service, quality, and cost objectives Strong written and verbal skills with exceptional ability to influence and persuade Passionate about proactive operational excellence Committed to leading by example Consistent history of achieving the unexpected
PROFESSIONAL EXPERIENCE
BVS PERFORMANCE SOLUTIONS Oct/2012 Oct/2013 Cedar Rapids, IA A privately-held industry leader of web based training solutions (SAAS) to over 1000 banks and credit unions across the United States for over 35 years. SVP, Sales & Marketing Report to COO. Manage all aspects of Sales and Marketing. Designed and implemented training program for sales and marketing. Hired and trained 4 new sales and marketing staff members. Manage 6 direct reports consisting of Regional VP Sales and Marketing Director. TRG CUSTOMER SOLUTIONS Feb/2010 Sep/2012 North Liberty, IA A $100MM privately-held global provider of outsourced telemarketing, customer care, technical support, market research, analytics, and consulting services to Fortune 500 companies in the financial services, insurance, pharmaceutical, telecom, and utilities industries. TRG has 4,500 employees working in 20 call centers worldwide. Vice President, Sales & Client Services Report to COO. Manage all aspects of client relationship for $9MM portfolio across domestic site and 2 offshore sites (450 total call center agents). Drive business development/expansion and serve as primary point-of-contact for initial sale/onboarding of clients, leading service delivery team in operational excellence. Personally plan and host quarterly client on-site audits. Manage 4 direct reports, supporting operational support staff. Marquee clients have included Vonage, DTE Energy, AIG, and Sovereign Bank. Launched sales and service accounts, delivering 10%-20% improvement through sales, credit card services, life insurance cross-sell, customer acquisition, VoIP phone service, and list analysis. Negotiated contracts, developed operational expectations, and executed SOW/MSA. Provided best practices expertise in consultancy role to senior management and operations team. International experience with Philippines, Peru, Brazil, Pakistan, and Senegal, Africa.
EDUCATION
UNIVERSITY OF IOWA, Iowa City, IA Masters in Business Administration UNIVERSITY OF IOWA, Iowa City, IA Bachelor of Arts, Economics