Adam Hendren Email & Phone Number

Developing and organizing a consumer relations department in consumer branded products. Mapping of all critical functions of the CR Department and organize personnel in the most effective and efficient structure to manage these functions.Acquisition, implentation and oversight of BPO partnerships.Creating and driving data and analytics to drive upstream change to increase sales and revenue.Implementation of information systems-tools to best manage call volumes, email traffic, and “chat” operations, with the goal of minimizing inquiry build up, and maintaining high customer satisfaction. Strategies to manage 800 number and email contact systems. Oversight of Custom Sales team driving customer acquisition, sales, and project management of large scale commercial build projects.Development of data bases, by brand, to improve the consumer user experience, and reduce manual operations within the CR Dept. Collaborating building and managing a robust ordering system for parts, and finished goods. Partner with the Marketing Dept, Sourcing, and Mfg. teams to track critical product data, and consumer feedback. Oversight of social media platforms, and consumer messaging management in this forum concerning consumer relations. Development and coordination of instruction manuals. Streamlined collection and usability of registration-warranty cards, and other pertinent consumer data. Management of multiple offices within the U.S.

Avondale, Pennsylvania, United States

Developing and organizing a consumer relations department in consumer branded products. Mapping of all critical functions of the CR Department and organize personnel in the most effective and efficient structure to manage these functions. Implementation of information systems-tools to best manage call volumes, email traffic, and “chat” operations, with the goal of minimizing inquiry build up, and maintaining high customer satisfaction. Strategies to manage 800 number and email contact systems. Development of data bases, by brand, to improve the consumer user experience, and reduce manual operations within the CR Dept. Collaborating building and managing a robust ordering system for parts, and finished goods. Partner with the Marketing Dept, Sourcing, and Mfg. teams to track critical product data, and consumer feedback. Oversight of social media platforms, and consumer messaging management in this forum concerning consumer relations. Development and coordination of instruction manuals. Streamlined collection and usability of registration-warranty cards, and other pertinent consumer data. Management of multiple offices within the U.S.

Newark, Deleware

• Maintain close, collaborative relationships with groups across the organization including Operations, Technology, Human Resources, Safety, and Finance.• Develop strategies to ensure the associate experience with the contact center is consistent with overall company strategy and values and drives initiatives that maintain this alignment• Develop and drive KPI’s in the associate journey with Integrity and what capabilities are required to deliver a seamless and consistent experience• Develop communication mechanisms and forums for sharing KPIs and strategic initiatives within the contact center and with key organizational stakeholders to ensure business objectives are being achieved• Lead and develop operational teams within the contact center. This includes, but is not limited to: training, knowledge management, workforce planning, quality management, performance management, etc.• Develop and oversee the contact center operating budget as a profit center.• Foster a team environment that provides extraordinary service for our associates, staff, and clients• Develop/maintain process maps and written departmental procedures.

Greater Salt Lake City Area

• Oversight of all Utah site functions.• Drive lead generation for all loan officers• Manage and direct high-performing CCR teams, training them on new sales processes that result in higher conversions• Oversee strategy development, technology improvements, business process implementation, quality management, training, budgeting, and staffing for the department• Work closely with key departments, including marketing and sales, to establish creative customer engagement initiatives that drive growth with Loan Lead Generation• Doubled production within the first 3 months.• Drove attrition from 26% to 7%.

Ogden Utah

• Assist with the initial launch of Wayfair’s B2B business, building a group of more than 200 business account managers, enrollment team coordinators in Utah• Manage and direct high-performing enrollment teams, training them on new sales processes that result in higher conversions• Oversee strategy development, technology improvements, business process implementation, quality management, training, budgeting, and staffing for the department.• Participate in the implantation of the new Salesforce CRM platform, providing staff training, budget forecasting, and sales process guidance.• Work closely with key departments, including marketing and retention, to establish creative customer engagement initiatives that drive growth with B2B membership activations.• Implement strategic initiatives that have grown the Wayfair B2B Business from $2M in 2011 to $400M in 2016.• Grow the active account base from 200 in 2014 to 165,000 in 2016 and maintain a 72% NPS, 81% Repeat Rate, and >4% Attrition Rate.

Cebu, Phillipines/Utah

Oversight of 350 seat call center in Cebu Philippines and 250 seat site in Utah.Maintain gross profit margins through efficient utilization of all resources.Ensure quality, performance and client satisfaction is attained for each project.Development of subordinate positions within each call center.Drive analytics to maximize performance of projects.Maintain a healthy and productive work environment.Master multiple CRM’s, Systems, and Analytic facilitators to meet the needs of all clients.Develop effective training to develop staff.

Juneau Ak

Refurbished and expanded the mortgage division for Alaska Pacific Bank. Managed all corporate sales relationships and oversaw all functions of multiple mortgage branches. Redesigned the entire organization. Was responsible from moving from last in the marketplace to the number two lender in the market.

Bachelor'S Degree, History

Bachelor'S Degree, History, 3.8 Gpa Magna Cum Laude