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MIKE HOFF

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.

Mike Hoff Resume Page 2


PRC, LLC./ACCESS DIRECT OCT/1995 NOV/2009 A $600MM provider of outsourced customer service operations through 35 call centers located in the US, India, Central America, and the Philippines, offering technical support, customer service, help desk, billing, fulfillment, and inbound/outbound sales. The company filed Chapter 11 bankruptcy in January 2008. Vice President, Sales, Operations, & Client Services, Cedar Rapids, IA Aug/2007 Nov/2009 Reported to Senior Vice President, Client Services and COO. Responsible for 7 sites (1,350 FTEs) with sole accountability for overall vision/success of major client relationships. Strategic oversight of sales, operations, support services, IT, and Finance in the U.S. and Manila, Philippines; complete ownership of 6 IA/OK sites. P&L responsibility for $39MM; managed client portfolio with yearly EBITDA of $4.8MM. EBITDA managed to over 10% in Iowa and 15% in OK site, on target of 8% (measured monthly). Marquee clients included Vonage, Gerber Life Insurance, DirecTV, Entertainment Publications, Wall Street Journal, Venue, Wells Fargo, Bank of America, Scholastic, Kaplan University, Verizon, Citibank, College Board, and Dollar/Thrifty. International experience with Manila, Philippines (200 agents at peak). Leveraged employee feedback to improve attendance policy, reducing attrition from 10% to 8% monthly. Reduced Vonage customer churn from 35% to 20% by launching new customer welcome call. Improved call center efficiencies, increasing Citibanks annual revenue from $32MM to $40MM (25%) and reducing ABA% from 3.5% to 1.5%. Introduced bonus plan and cross-selling opportunities for Venue (online e-retailer), doubling dollarper-order (from $200 to $400) and increasing customer utilization (from 70% to 90% of their available credit line), netting additional $185MM in revenue. Implemented business lines cross-training for Entertainment Publications, raising service level achievement from 85% to 90% and increasing sales closures from 30% to 35%. Vice President of Operations, Plantation, Florida Jun/2005 Aug/2007 Reported to President and COO. Managed 2 domestic inbound/outbound call center sites (300 seats) providing customer support, acquisition sales, and lead generation. Led M&A migration of existing call center in Oklahoma to PRC. Responsible for all operational aspects (staffing, training, supervision, client management, and QA). $15MM P&L responsibility; grew revenues from $0 to $15MM, increasing EBITDA margins to 10% monthly. Managed 2 direct reports and 400 indirect reports. Clients included Kaplan University ($2MM), Vonage ($7.5MM), DirecTV ($3.5MM), and NY Times ($2MM). Grew revenues from $0 to $15MM. Implemented and trained company policies/procedures and merged new Durant, OK location. Implemented inbound return line on 50-agent outbound sales program, driving additional 20% in sales (from 0.20 to 0.25 sales-per-hour, netting client additional ~$650K in first year). Reduced recruitment costs by 30% through lead generation program initiative, increasing revenue stream by $50+MM (new student tuitions). Awarded the Barry Diller Rising Star for utilizing Kaplan University outbound lead generation program. Vice President of Training, QA, and Workforce Management, Plantation, Florida Oct/2003 Jun/2005 Reported to President and COO. Responsible for domestic and offshore training, workforce management, and quality solutions, as part of a larger strategy to enhance employees performance and support specific business needs across 25 sites (10K agents). Worked closely with internal team members, business partners, and other stakeholders throughout the solution lifecycle to ensure solutions met or exceeded business objectives. Budget accountability for $15MM; managed 5 direct reports and 500 indirect reports. Analyzed budget constraints and training costs, assessing ROI of all training or development programs. Identified training and development needs through job analysis, appraisal campaigns, and regular consultation with client services, operations, and human resources. Developed new hire assimilation, sales training, conducted employee appraisals, and devised individual learning plans.

Mike Hoff Resume Page 3


Consulted with managers to identify training needs in developing an overall training plan. Deployed quality coaching, improving program QA scores up to 15% and sales results up to 20%. Created center audits, providing process improvement data and ensuring KPI compliance. Developed PRC University training courses for ops managers, client service managers, and supervisors. Implemented forecasting software to collect, validate, and analyze contact center data to build accurate call center volume forecasts using historical patterns, drivers, and events modeling. Analyzed contact center performance, reviewing results against objectives, campaigns, and assumptions. ACCESS DIRECT (ACQUIRED BY PRC IN 2000) Cedar Rapids, IA An $80MM provider of outbound and inbound, B2B and B2C telemarketing services to the financial services, travel, publishing, utilities, telecom, entertainment, and technology verticals. The company employs 2,000 FTEs in 10 centers nationwide. Senior Operations Manager/Quality Oct/1995 Oct/2003 Reported to Senior Vice President of Operations. Key founding member, growing company from a start-up to 2,000 employees. Served as companys first operations manager. Received the MVP Award from Call Center Magazine for use of verification process, ensuring 100% compliance. PRIOR POSITIONS HELD APAC TELESERVICES APAC TELESERVICES REESE BROTHERS, INC. (ACQUIRED BY TRG) ROZELLA FAMILY FARM (NOW HOFF FARMS) Call Center Manager Supervisor/Sales Agent Fundraising Specialist Farmhand (600 acres and dairy) Jun/1993 Oct/1995 Jan/1991 Jun/1993 May/1990 Jan/1991 Apr/1983 May/1990

EDUCATION
UNIVERSITY OF IOWA, Iowa City, IA Masters in Business Administration UNIVERSITY OF IOWA, Iowa City, IA Bachelor of Arts, Economics

PROFESSIONAL DEVELOPMENT, NOTABLES


Technical proficiencies include MS Word, Excel, PowerPoint, and Outlook; SQL; and Paradox Professional associations include Linked in 500+ and Call Center Professionals Willing to consider domestic or international relocation; business travel tolerance up to 50% US citizen, willing to travel internationally, holding current passport

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