Derek Ingram Email & Phone Number

Las Vegas, Nv, Us

I am currently the Director over all of Speed Commerce's e-commerce-focused contact centers in the United States and the Philippines. This is an amazing company and I'm thrilled to be a part of the team!Our call centers specialize in e-commerce & fulfillment service while offering inbound & outbound calling (both sales and customer service), chat, email, prescription verification, Rx processing, social media monitoring, overflow call center volume, B2B cold call/lead generation, post-call surveys and more!In my role I:- Stay focused on ensuring our operations run smoothly for both our clients and our employees. - Oversee performance on many client KPIs and ensure we are meeting and exceeding them.- Mentor and develop senior call center leaders.- Operate division at or under budget each month.- Keep a close eye on the budget and monitor P&L performance weekly thru various reporting tools.- Oversee Quality Management and Training departments.- Onboard new clients/partners- Identify strategic partners for Speed Commerce- Corporate sales presentations- Ensure all of our departments work as a team and that communication lines are open internally and with our clients.

Lake St. Louis, Mo, Us

-Managed call center of over 130 cross-trained employees.-Consistently came in 7-9% under budget each month.-Recreated, developed and documented processes and procedures.-Developed successful outbound calling campaigns and surveys.-Successfully launched and managed many new clients.-Interviewed and hired numerous employees including several leadership roles in NYC. Also trained NY & WI CSC management.-Assisted in presenting and meeting with potential new clients.

Las Vegas, Nv, Us

Fifth Gear (now called Speed Commerce) is a single-source environment that becomes the brand of each company it represents. In our multiple contact centers we provided sales and customer service for our partners. What works for one company didn't always fit another company's dynamic so it was crucial that we worked diligently with our partners to absorb their brand and understand their customer base and which way they are headed as a company.We provided inbound and outbound calling, B2B cold-calling/lead generation, customer satisfaction strategies, email, chat, prescription verifications and many additional services for the companies we served. We took pride in meeting and exceeding expectations and consistently went above-and-beyond service level requirements in each form of customer communication. I am proud to have over-seen a large and diverse group filled with many different strong performers who made up a true team. During my time with FG we established consistency, lowered payroll and developed new procedures to make us more efficient. We also developed quality assurance standards that have moved us forward in our industry and new customer satisfaction metrics to gather data and identify customers pain-points to make them happy and improve our processes and procedures.Our sales numbers and service levels were outstanding, but I personally am most proud of the team we developed and the individuals that moved forward from front-line team members to supervisory roles within our contact center. It was also very rewarding to see that hard work pay off for our partners and the growth of their businesses which our team had a hand assisting in thru sales and premier service.Our team motto was and will always remain: “Teamwork makes it happen!”

During my time at US Cable I was tasked with the role of changing our company's culture into a "sales culture" while also focusing on maintaining our active subscriber counts. I am happy to report that as a team we successfully achieved both of these tasks. In fact we were so successful in our efforts that the Missouri divisions of US Cable became more attractive to potential buyers and were sold to Charter Communications just prior to my exit.In this role I was the administrator over all of the Missouri US Cable offices and the sales efforts for the company including technicians and our regional contact center. I also developed a direct sales team that successfully contributed to turning around our share of consumers in many markets. In addition to the above, we also targeted new areas where we had recently upgraded our services to sell Internet and Phone services and added new customers thru outbound calling and direct consumer facing sales. Customer loyalty became our focus and we targeted our current customers and ensured that we were getting them the best value possible in-an-effort to maintain their business year-over-year.In 2010 we set company-highs for digital video sales, Internet sales and Phone sales and were on-target to do the same in 2011. I also developed strategies to encourage and improve field-technician sales, over-the-counter sales and customer service call center sales.One key development that really turned our team around occurred in late 2010 when I developed the "Billing Sales Strategy" that enabled the customer service call center and front counter reps in our offices to upsell core products to our new customers. Many people often ask people to upsell, but with this strategy I was actually able to teach an upselling skill and show people when and where to do it during an encounter with a customer paying their bill. This proved to be our most-successful effort with US Cable because of the buy-in from our front-line team!

• Directed and managed media relations department.• Helped lead staff to record highs in corporate sales.• Led sales presentations and came in to assist/close account executives sales meetings.• Developed procedures for selling services (ticket packages, group outings, sponsorships, etc.) over the phone and added cross-selling metrics to "bundle" services.• Trained new account executives and prepared them to sell via cold calling and in-person presentations.• Interviewed potential employees and hired for multiple departments.• Wrote news releases for local and national media.• Spoke to area groups and meetings about the team.