• Plans, directs, and coordinates the activities to drive revenue growth and profitability in alignment with Sutherland’s Sales objectives. • Develops sales plans and overall strategy to meet or exceed annual and quarterly targets.• Collaborates with Sales Enablement and Sales Operations teams, regional delivery leadership. • Promotes Sutherland’s values, policies, philosophies and executive leadership direction to ensure organizational performance

An $8MM marketing and consulting company, delivering innovative, integrated solutions and contact center services to Fortune 500 clients in the technology, cable, media, retail, telecom, utilities, medical, e-commerce, and consumer services verticals. Report directly to CEO. Hired to leverage background in Six Sigma Lean methodologies to design, implement, and manage CRM client solutions. Offerings include marketing strategies and call center selection and implementation. Responsible for business development and account services.• Grew revenues from start-up to $8MM in annual sales. • Clients include: Great American Energy, Prometian, Apartmentfinder.com, Beazer Homes, Verizon Wireless, Gannett, and Alaska Communications.• Redesigned entire CRM systems for Fortune 500 companies, including complete software redesign, HR realignment, staffing, quality assurance, relocation, outsourcer selection, and call scripting.• Implemented “save strategies” to recapture “at risk” customers, saving $15MM+ in annualized revenue and reducing customer churn rates by 6%.• Selected vendors and implemented technology and hiring profiles, reducing costs by $6MM.• Built next-call reduction programs for large telecom and media companies, reducing callbacks from 47% to 38%, saving the client over $24MM annually.• Delivered improved CRM, scripting, key staffing, and QA methodologies, improving NPS from 30 to 37. • Managed implementations in Guyana, India, the Philippines, Mexico, South Africa, Costa Rica, and China.

A $120MM global leader in outsourced on-demand call center platforms and cloud-based contact center home agent customer service solutions, serving the financial services, healthcare, retail, and high tech verticals. Headquartered in Redwood City, CA, the company employs 20,000 home-based, independent agents.Reported to VP of Sales. Individual contributor “hunter” sales role, selling SaaS CRM solutions, tech support, customer care, telesales, and back office services to new logo and existing customers in consumer services, insurance, banking, and direct marketing verticals. Responsible for business development, revenue generation, and cultivation of long-term relationships with C-level decision-makers. • Grew annual revenues from $100MM to $106MM. • Revenue delivery: 2012 – delivered $6MM revenue against $4MM quota, ranking #1 on sales team (of 6). 2011 – delivered $2.5MM revenue against $2MM quota, ranking #2 on sales team (of 6).• TCV deal sizes ranged from $4MM to $30MM.• Marquee clients included AAA, Aon Hewitt, ServiceMaster, Pizza Hut, Nintendo, Wells Fargo, Hearst Publications, Asurion, and 1-800-Flowers.• Identified potential buyers with target organizations, building qualified sales pipeline/funnel from zero to $24MM in 9 months. • Sold and implemented 200-seat, $24MM contact center services contract with ServiceMaster.• Used SCRUM methodology, creating a dynamic solution-building environment that delivered results. • Key asset for marketing and product development teams, building new and improved LO platform tools.

A $222MM provider of CRM and contact center support services to the telecom, financial services, consumer electronics, automotive, and home appliances verticals. Offerings include loyalty marketing programs and customer satisfaction tracking. The company operates 10 call centers in the US, the Caribbean, and the Philippines.Reported to SVP of Sales. A hybrid individual sales contributor and account management role, selling, implementing, and managing BPO services into the financial services, insurance, retail, and telecom verticals. • Revenue delivery: 2011 – drove $7.2MM in annual revenue against $5MM quota, ranking #1 on sales team (of 4). 2010 – drove $3.8MM in annual revenue against $2.5MM quota, ranking #1 on sales team (of 4).• TCV deal sizes ranged from $6MM to $22MM. • Marquee clients included Humana, Charter Communications, Aspen Marketing, Sprint, Verizon Wireless, BJ’s Wholesale Club, Delta Airlines, Costco, Home Depot, Office Depot, and ClearChoice.• Built qualified sales pipeline from zero to $65MM in 12 months.• International experience included Honduras, the Philippines, and Jamaica.• Cultivated channel partners, including Allison and Partners, Attention, Colle+McVoy, Crispin Porter + Bogusky, KBS, Kenna, and MDC Media Partners.• Key driver in building turnkey, multi-agency client solutions, including mail, email, media purchasing, digital marketing, call center, technology, and training. • Implemented IT/data mining solutions for data-rich, channel-neutral marketing and client engagement, delivering 12% increase in cost-per-minute with a $60MM client and doubling new logo close rate. • Led executive team in purchase and SCRUM implementation of I-3 Interaction and RightNow Technologies CRM systems. • Collaborated with business intelligence team, analyzing efficacy through mail cadence, call cadence, scripting, and audience multivariate testing.

A $160MM inbound/outbound marketing outsourcer, serving the financial services, energy, pharmaceuticals, non-profit, religious, and political organization verticals. Operating 35 call centers across Ohio, Pennsylvania, and West Virginia, company offerings include sales, customer care, fundraising, and fulfillment services.Reported to CEO. Hired to create commercial sales division, providing strategic and tactical leadership for all business aspects, selling customer engagement solutions to C-level executives in Fortune 500 companies. Managed 1,500 call center seats across 10 sites.• $80MM revenue line responsibility, with a $56MM total spend budget that included sales, account services, operations, and IT.• Managed 6 divisions with 11 direct reports and 1,500 indirect reports.• Revenue delivery: 2010 – drove $80MM revenue against $75MM quota. 2009 – drove $70.1MM revenue against $62.5MM quota. 2008 – drove $60MM revenue against $58MM quota. 2007 – drove $55MM revenue against $48MM quota. 2006 – drove $45MM revenue against $35MM quota.• Grew annual revenues from $2.5MM start-up to $80MM, consistently beating annual quotas by 50%. • TCV deal sizes ranged from $8MM to $105MM.• Marquee clients included Allstate, Alltel, American Express, Andersen Windows, AT&T, Bank of America, BankOne, BMW Financial, CapitalOne, Champion Windows, Cleveland Clinic, Comcast, Consumer Reports, Cox, DirecTV, Dow Jones, First Energy, Goodyear, Guthy-Renker, JPM Chase, MBNA, MCI, Microsoft, Pitney-Bowes, Proctor and Gamble, Allergan, Nicor Gas, Rogers Communications, Time Warner, Verizon Wireless, and Wells Fargo. • Implemented sales training program, improving close rates from 20% to 24% and increasing revenue by an average of 38% annually for 5 consecutive years. • Built multi-channel marketing strategies, incorporating people, processes, and technology across direct mail, email, media purchasing, digital marketing, and engagement center initiatives.

Assumed overall operational responsibility for company from ground up. Solidified funding and technology partnerships to ensure company’s long-term success. Identified clients’ marketing needs and provided efficient solutions t0 improve customer relationship models. Managed BPO relationships for clients. Led contract negotiation with vendors to ensure compliance with key performance indicators and best of industry practices and pricing.• Developed Web-based customer relationship management and knowledge-based software to provide end-to-end view of marketing efficacy.• Created full data integration solutions for clients with multiple vendors, providing clients with one real-time reporting source to measure efficacy of each vendor, as well as to provide near real-time reporting on customer activities.• Ensured continuous improvement to clients through dedicated study of new technologies and expert use of correlated business models.• Sold Company to investment group at a 5.5x net revenue ratio.

Position Contact Center as a Profit Center to convince potential buyers to purchase the facility and provide legacy warranty support for NEC Personal ComputersAnalyze the feasibility and return-on-investment of proposed business plans presented by Operations Directors and ManagersConsult with clients to ensure that the best and most cost-effective support mechanisms are being leveraged in their business solutionPresent operations specifications to support groups (Software Development, Telecom, Hardware Purchasing, Outside Vendors, Training Dept., Scheduling and Forecasting, Human Resources, etc.) and direct activities through to on-time, on-budget delivery of seamless programs to the Operations Group

Consult and contract with clients to provide outsourced teleservice and telesales solutions for their business needsDirect large groups (up to 700) of Customer Service Representatives in multiple centers over a wide variety of industries using multiple CRM, Knowledge Base, IVR, and telecom technologies and strategies Build and Direct operations and support teams to flawlessly implement and maintain programs that meet or exceed client expectations in regard to timeliness of implementation, ongoing cost-effectiveness, and customer satisfaction