ATELIER LUMIKHA (2006 – PRESENT)

• Considerable work with range of organizations from SME to Fortune 500 setting up operations in the Philippines.
• Managed deployment/implementation for dozens of call center and back-office programs.
• Forward-think HR approach and employee development for industry-leading retention.
• Extensive networking and interaction with members of the BPO industry.
• Extensive online marketing campaign management for North American Enterprises and local industry players.

EPIXTAR INTERNATIONAL CONTACT CENTER GROUP, INC. (2002 – 2005)

• Overhauled agent recruiting and education program.
• Instituted comprehensive adjustment to curriculum to accommodate expanded English training requirements.
• Participated in business development activities, which culminated in winning multiple Fortune 500 clients.
• Held key role in the transition from Internet service company to offshore BPO entity with over 3,000 seats.
• Added $20 million in revenue by performing M&A work on behalf of the company to identify and acquire complementary call center entities.
• Raised more than $30 million as part of investor “road show team.”
• Established strategic associations in the Philippines.
• Contributed as regular columnist to IDC’s Computer World, Philippine edition.

LEANFORWARD, INC. (2001 – 2002)

• eLearning Company founder.
• Grew company revenue to $2.5 million within 12 months.
• Managed Sprint’s corporate university’s $7.5 million extended eLearning implementation.
• Developed business plan and proprietary consulting and development methodology, which culminated in the acquisition of corporate assets.

HTE8 (1998 – 2001)

• Developed and managed channel relationships with Cisco Systems, Plumtree and Macromedia.
• Played a major part in securing $3 million in venture funding through Cisco Capital for an early-growth company.

HMS – COOPER ADVERTISING (1994 – 1998)

• Administered complete process and technology overhaul; department was upgraded and overall throughput was improved by more than 25%.

U.S. ARMY (1986 - 1989)

• 19D - Cavalry Scout

ATELIER LUMIKHA (2006 – PRESENT)

Founder, Director

• Extensive program design and management for entrepreneurs and businesses that require complete multi-center call center implementation, performance management, and billing governance.
• Back-office delivery for online marketing program design and delivery: SEO, Blogging (viral), web content, and online PR and reputation management.
• Offshore transition assistance though consulting and business planning for organizations contemplating back-office work in the Philippines.
• Site selection, vendor selection, development strategy, financial planning, talent marketing planning.

EPIXTAR INTERNATIONAL CONTACT CENTER GROUP, INC. (2005 – 2006)

VP Recruiting, Learning & Continuous Development

• Manage all facets of recruiting process for 1,500 seat contact center with a team of 7 recruiters supporting over fifteen concurrent programs — inbound and outbound.
• Manage all facets of the agent education process for 1,500 seat contact center with a team of 15 educators focused on near-hire education, foundation/acculturation education, English language education, product training, and periodic floor support through ad hoc courses based on program requirements.
• Implemented revised trainee compensation structure to reduce salary expenditure by over 25%.
• Implemented integrated tracking and reporting system to provide management dashboard and ongoing assessments for department KPIs
• Overhauled department to reflect operational requirements.

EPIXTAR INTERNATIONAL CONTACT CENTER GROUP, INC. (2002 – 2005)

VP Public Relations & Marketing

• Participate in all aspects of product development; ongoing enhancement, evaluation of new product partnerships, design and implementation of product initiatives, creation and oversight of channel relationships, development and communication of marketing strategies and management of program teams.
• Identify and establish strategic alliances and partnerships and support the development of new business opportunities.
• Access and account for company marketing budget of $5 million.
• Plan and implement organizational restructuring in support of new business models.
• Engineered, documented and managed organizational transformation to service delivery model.
• Develop and implement marketing and PR/IR strategies for publicly traded company.
• Conduct offshore PR campaigns in Philippines and India focused on recruitment and awareness; handle investor relations for publicly held company, coordinating IR firms, PR firms and financial institutions.
• Developed wholesale channel approach to provide private-labeled contact center services to domestic providers through network of offshore facilities.
• Administered migration of service set from commodity service delivery to consultative, value-added engagement approach.
• Raised the bar for talent recruiting within contact center industry in Philippines through innovative messaging approach.

LEANFORWARD, INC. (2001 – 2002)

Founder

• Provided ongoing management for strategy, sales and operations of custom online learning development company.
• Focused on learning solutions for enterprise software packages including SAP, Seibel, Portal, PeopleSoft and Plumtree.
• Acquired and maintained high profile clients, including Sprint, Enron, El Paso Energy, Garden Ridge and Continental Airlines.
• Managed disparate project teams located in the United States, Philippines, India and the Ukraine.

HTE8 (1998 – 2001)

Vice President, Application Development Group

• Managed team of IT developers, project managers and sales professionals; built from scratch and culminated in run rate of $5 million per year.
• Created complementary ASP product set to wireless broadband service offering directed at SMBs.
• Developed and launched private-label ISP service directed at affinity groups.
• Directed data center build-out.
• Integrated application development into product/service mix.

HMS – COOPER ADVERTISING (1994 – 1998)

Studio Director

• Managed team of professionals to design and produce advertising, collateral and new media executions for clients, including Carnival Cruise Lines, Florida Lottery, Sunglass Hut and Ford Motors.
• Handled all materials produced; coordinated efforts between account management teams, creative entities and production personnel.
• Received Addy award for Miami Project to Cure Paralysis Annual Report.
• Created and instituted business approach to transition studio services to profit center.
• Developed and implemented plan to move all assets from offline to digital media and consolidate digital assets into a single repository servicing four affiliated agencies.
• Implemented the first broadband advertising delivery systems using the AP broadband networking, interlinking all U.S.-based newspapers.