Derek Free Email & Phone Number

Greater St. Louis

• Dynamic Senior Project Manager with extensive experience in implementing contact center strategies. Proven track record of optimizing contact center operations to enhance customer experience and drive business growth.
• Successfully led the implementation of Amazon Connect solutions for multiple projects, ensuring alignment with business requirements and objectives.
• Managed cross-functional teams including developers, engineers, and stakeholders throughout the project lifecycle, from initiation to completion.
• Developed and maintained comprehensive project plans, schedules, and budgets to track progress and ensure project delivery within scope and timeline constraints.
• Conducted risk assessments and implemented mitigation strategies to minimize project risks and ensure smooth execution.
• Managed client relationships, providing regular updates and addressing concerns to ensure client satisfaction.

Greater St. Louis

Responsible for overseeing vendor operations for multiple Concierge programs for North America & Latin America.

• Implemented first US based Contact Center for Mastercard due to Pandemic, from infancy to implementation servicing multiple business lines. Led onboarding of over 100 contingent workforce over 5 weeks to ensure.
• Designed and implemented framework for governance of Contact Center including policies and procedures, HR, Training, WFM, and Operations
• Identified and promoted blended Leadership team to lead Contact Center daily operations for voice, Backoffice, and workforce management.
• Supervised through telecommuting daily operations of Operations and blended Leadership team to achieved KPIs across multiple business lines monthly.
• Collaborated with key internal stakeholders and vendor to successfully migrate vendor managed operations to St. Louis comprising of up to 12K calls monthly and back office work
• Partnered with GBSC to implement multiple onboarding initiatives of additional contingent workforce, comprising of meeting with Suppliers, interviewing candidates, and leading training for over an additional 100.

Greater St. Louis Area

• Responsible for developing, and implementing inspiring platform/product visions, derived from business needs, market opportunities, and technology trends a software solution for global contact center software across.
• Analyzed historical customer support data, knowledge, and processes to identify and implement opportunities for improvement and automation across all GCCM lines of business.
• Performed Project and Process Management activities for the Universal Agent Desktop (UAD) program
• Use analytical and quality assurance tools (e.g. process diagrams) to identify and call drivers in an effort to identify opportunities, more efficient methods and customer problems, gather supporting data, and.
• Identify and understand how customers will interface with applications to define the UX
• Acts as the voice of the business customer and accountable for the platform services

St. Louis

• Supervised, through telecommuting, remote Contact Center team of 5 managers and approximately 50 representatives supporting 9 unique business lines, including VIP and FBO reservations, program enrollment, processing.
• Assisted in development of new software applications from infancy to testing and integration, increasing inefficiencies and lowering costs.
• Restructured all training for both entry-level and mid-level managers, improving employee satisfaction, performance, and retention.
• Collaborated in creation and development of new business lines, both domestically and internationally, expanding market share and impacting profitability.
• Coached and motivated up to 50 team members with advancement opportunities, refining execution, decreasing turnover, while focusing on recognition.

St. Louis

• Communicate daily with the operating groups to collect information on market conditions, pricing, and competitors to achieve overall business success for all brands across multiple business channels. Provide short and.
• Maximized revenue by accurately analyzing historical information, seasonal and market trends, and recent sales activity for 7 Top 200 airport markets.
• Created, analyzed, and presented in-depth reporting, identifying and implementing new strategies across multiple channels individually by market.
• Mentored team members, instituting new planning by channel, gaining market share.

Hudson, FL

• Charged with day-to-day operations of fast-paced retail branch and the staffs' performance relative to customer service, fleet growth, employee development, and profitability. Managed multiple branch location with.
• Developed and implemented new sales and marketing strategies to increasing market share 10% annually.
• Trained and developed up to 10 employees in sales, marketing, and customer service, strengthening brand and profitability.
• Cultivated sales-driven environment, consistently performing above corporate average annually.
• Refined in-depth marketing plans targeting existing and new business, expanding market share consistently year over year.
• Thrived at building productive relationships with key decision makers, addressing diverse customer needs by providing innovative solutions.

Tampa/St. Petersburg, Florida Area

Front Office Manager for full service 198 room hotel. Responsible for operations of the front desk and guest services, including reservations, concierge, transportation, luggage services, hiring and training of all personnel.

Tampa/St. Petersburg, Florida Area

Operations Manager for 98 room limited service hotel, responsible for running the day to day activities including, payroll, accounting, hiring, training, housekeeping, security, public relations, food service, sales and finances.