Carl Pollock Email & Phone Number

Idaho, United States

Boise, Idaho Area

Guide business strategies across consumer and commercial call center organizations to achieve quality goals and optimize supplier performance. Lead cross-functional support and sales departments to achieve daily support goals, including NPS and revenue targets. Design, plan and execute new payment and incentive models to ensure call center supplier base is achieving desired outcomes for consumer and commercial customers, while maintaining company-driven cost constraints. Direct technical phone support and customer experience remote phone support teams for 5,000+ Americas Region install base. Internal and external program management to reduce spend by >10% per annum.Strategy: evaluate projected monthly, quarterly and annual customer contacts by channel - voice, chat, email, social - to determine best supplier network options for meeting capacity demands and ensuring customer satisfaction goals are met. Compare industry best-practices to identify low performing call centers that need to implement corrective action plans.

Boise, Idaho Area

Oversee the company’s contract disposition with global contact center supplier population for high tech customer support environment; processing over 30 million customer contacts annually. Provide strategic support for the transformation of HP’s global support network involving both internal and external contact centers, across multiple languages. Generate financial forecasts for multi-function customer support platforms, including voice, email, chat and social for all key regions, including Americas, APJ, and EMEA.Negotiate, conclude and administer contracts for customer-facing contact center support services; check estimates costs, performance requirements and delivery schedules for accuracy; review bids for conformity to contract requirements and determine acceptable bids; negotiate contracts with suppliers or customers; monitor and control contract time, cost and performance; request or approve amendments to or extensions of contracts; and advise affected departments of contractual rights and obligations.

Boise, Idaho

Manage product and promotional content on HP's award-winning direct to consumer ecommerce site. Direct the catalog, product content, merchandising and image load team that maintains all content in our shopping.hp.com consumer direct website. Ensure messaging and visit conversion rates achieve monthly revenue targets. The team is also responsible for addressing any errors or technical issues on our website, including triage, root cause analysis and corrective actions.Key Projects Implemented - Implement new search SEO/SEM metadata structure; migrate from obsolete platform to new IBM-based global platform; upgrade image repository for B2C technologies.Web Analytics: Assemble and interpret data using Omniture tools set to evaluate customer behaviors and drive promotional strategies.

Boise, Idaho

Managed the forecasting, scheduling and workforce management teams that coordinate the staffing activities for a 200 seat inbound sales center. Also provided guidance to outsourced vendor located offshore. Participate on cross functional HP teams to ensure the HHO contact centers are achieving maximum operating efficiency while meeting cost and service level targets.Key Projects Implemented - Relocate offshore service support team from India to Philippines; Design workforce reduction initiative to manage changing capacity trends; Implement Sales at Point of Service to achieve 5X revenue improvement targets.Designed and implemented daily metrics reporting methodology, including agent utilization, calls offered, calls handled, AHT, and cost per call. Designed and implemented multi-center call routing architecture to ensure reduced costs and increased customer satisfaction.Headcount Forecasting - maintained template for 30-, 60-, and 90-day contact volumes and headcount levels to ensure SLA and cost objectives were met.

Dallas/Fort Worth Area

Directed the centralized operations team responsible for ensuring all contact center operations for HIlton Hotels are properly staffed and operating efficiently. This included inbound voice reservations, HHonors frequent quest service center, and brand.com internet site customer support functions. Planned, directed and organized multiple derpartments to ensure quality, sales, revenue and productivity goals were met.Key Projects Implemented - Install Cisco ICM technology across 5 US-based contact centers; Improve agent utilization to reduce labor costs by $1M annually; Define multi-language EMEA sales support location strategy.Integrated three separate email/chat functions into unified eSupport dept, reducing staffing by 15% annually and achieving cross-utilization of personnel.Established a corporate design and development team of seven employees with the focus of providing training programs to decentralized training departments.Managed 250 seat Dallas Center to ensure quality, conversion, sales and productivity goals were met each month.

Dallas/Fort Worth Area

Managed the operations of five production lines with an output of over $62M annually. Responsible for identifying production line needs of international facilities, establishing project plans, and tracking progress towards plans. Reduced production cycle time in the division's newest product line by 33% over a ten month period.Coordinated the installation of a manufacturing facility in Guangzhou, China from an empty warehouse to fully operational in nine months.Maintained quality system requirements as evidenced by successful bi-annual ISO9001 audits in 1997, 1998, and 1999.

Master'S Degree, Liberal Arts And Sciences/Liberal Studies, 3.75

Activities and Societies: Phi Gamma DeltaGraduated with degree in English, from ISU with an emphasis on technical writing. Completed three.

Bachelor'S Of Science, Zoology, 3.55

Activities and Societies: Phi Gamma DeltaGraduated with BS in zoology, from ISU, Pocatello. Minored in English. Completed summer studies.