Bill Hill Email & Phone Number

Rio Rancho, New Mexico, United States

Overall Operational leadership of BPO Contact Center.

Albuquerque, New Mexico Area

Albuquerque, New Mexico Area

Albuquerque, New Mexico

Provided excellent strategic vision to achieve recognized excellence in an 800-FTE outsourced call center operation for this $2.05 Billion provider of integrated direct marketing and BPO services. A few select accomplishments include:Turned around failing operations to create a positive environment and reduced employee attrition by more from 21% to 9%. Managed P&L responsibility for over $42 Million in revenueAchieving >150% of forecast profit. Achieved the highest Member Satisfaction Scores ever achieved for the company’s largest client, Drove more than 150% growth and 3 client approved rate increases in the first year.Achieved Site of the Month out of 80 sites four times in the first year.Achieved Site of the 1st Half Year recognition.

Texarkana, Tx

Capitalized on the opportunity to lead forward-thinking operations of a 700-FTE outsourced multi-center call center operation for this $600-million global provider of integrated direct marketing and BPO services. A few accomplishments included:• Delivered inbound / outbound and email support for FedEx and technical support for marquee clients such as Stanley Black and Decker, DeWalt Tools, Sonic, Texas Instruments, and STMicroelectronics• Significantly improved enterprise-wide morale, Reduced employee attrition from 21% to 7%, raising staff engagement from 10% to 90%, and increased head count from 500 to 700.• Grew revenue from $18 million to $42+ million at its peak.• Won company wide “Employee of the Quarter” honor only 5 months after date of hire.• Enhanced community recognition and transformed company image by fostering a good neighbor approach; - Actively involving the organization in humanitarian projects, children’s charities, first responder, and military support.• Member of the Executive Council, Economic Development board for the Chamber of Commerce, winning second prize at the four states fair parade.• Introduced “Adversations” with local radio and television stations.• Established strong relationships with Community Leadership (i.e. Mayor and City Manager), resulting in receiving a $1.5 Million grant from the city to continue to grow business and improve the community.• Recognized by the US HUD department as significant improvement for a previously depressed community.

Albuquerque, Nm

Applied a broad scope of industry knowledge toward turning around a $1.7-billion Business Process Outsourcing (BPO) provider’s contact center effectively managing 1,100 FTEs and $84 million in P&L. A couple of accomplishments included:• Directed diverse departmental units including human resources, staffing, team building, training & development, IT & network services, security, and facilities operations.• Utilized synergistic coaching skills to reduce monthly staff attrition from 25% to less than 5%.• Built profitable relationships among top clients, including AAA, Starbucks, DirecTV, and TOMS Shoes.

Las Colinas, Tx

For Microsoft, strategically steered the turnaround of fast-paced contact center operations for a global commercial group across 3 sites in 2 countries for this $85-billion Fortune 500 multinational technology company. Accomplishments included:• Led targeted decision-making for the largest Xbox-devoted Tier 3 support team, including tripling the team in 2 months to 400 agents across multiple sites in the U.S., England, and Singapore. • Proactively resolved fraud and billing issues while providing technical support to 20+ million global customers.• Reduced monthly attrition to 2% with 95% of agents exceeding productivity goals.• Eliminated a 39,000-case backlog, and reduced a 30-day turnaround to less than 24 hours.• Increased C-Sat scores from 80% to 92% – the division’s all-time highest C-Sat achievement.

Plano, Tx

Provided Call Center Build, IP Telephony and Project Management training to various customer-centric organizations.

Us, Germany, Panama, Iraq

TS-SBI ClearanceOperations - senior managerPlans and Operations Officer - Latin AmericaSr Operations Leader - GermanyPanama - Just CauseGrenadaDesert Shield / Storm

Master Of Arts In Management

Bachelor Of Science In Criminal Justice (Pre-Law)

Graduate-Level Mba Studies In Telecommunications Management

Master Of Divinity - Mdiv - Studies

Master Of Science - Ms

Doctor Of Philosophy - Phd