Douglas Mccarter Email & Phone Number

Draper, UT, US

Orlando, Florida, US

Phoenix, AZ, US

• Plan and direct organizational strategic and long-range goals. Oversee $15M infrastructure budget with three direct reports.
• Implemented improved consumer call center support structure; reduced call abandon rates 42%.
• Hired and trained highly successful leadership team to meet launch and operations objectives.
• Create, document, negotiate and finalize complex contracts including MSAs and SOWs.Specialties:Strategic Planning & Execution, Customer Experience, Customer Access, Relationship Management, Cost Savings, P&L.

• Implemented and oversaw 1200 seat call center operations with full P&L oversight of $800K monthly budget and eight direct reports.
• Led build-out and opening of new center; fully operational within 90 days of signing lease agreement.
• Drove effective operations, recruiting, and continuous process improvement.Specialties:Strategic Planning & Execution, Customer Experience, Customer Access, Relationship Management, Cost Savings, P&L, Performance.

US

• Led strategic planning, technology deployment and operations initiatives, improving customer experience for Bell Canada, 9-State AT&T, 13-State AT&T, and Homezone customers. Oversaw $3M monthly budget P&L with seven.
• Implemented community outreach programs with two universities; advanced public relations and improved volume and quality of employee applications.
• Won Bell Executive for Top Performing Client and President’s Strategic Account Awards.Specialties:Strategic Planning & Execution, Customer Experience, Customer Access, Relationship Management, Cost Savings, P&L.

Gurgaon, Haryana, IN

Developed short and long-term sales and marketing plans and built high-level relationships with potential strategic partners.Specialties:Strategic Planning & Execution, Customer Experience, Customer Access, Relationship Management, Cost Savings, P&L, Performance Improvement, Offshore Strategy Implementation, Workplace Efficiency, Training, Coaching, Talent.

Miami, FL, US

• Managed customer care, technical support and member retention for business units including three call centers with 350 to 500 agents each. Provided full P&L management of $3M budget with six direct reports.
• Led teams in successful management of Turner Entertainment, Chrysler, PeoplePC, and BellSouth accounts.
• Implemented effective employee performance model still in use today.
• Led offshore call center relocations to Philippines and Costa Rica; improved first call resolution performance 14% and overall customer satisfaction to 85% for best in network representation.
• Won Most Improved Center of the Year (Oak Ridge) and Community Recognition Awards.Specialties:Strategic Planning & Execution, Customer Experience, Customer Access, Relationship Management, Cost Savings, P&L.

Tampa, Florida, US

• Senior Director of Operations, 2002 to 2004Directed and oversaw administration and operation of multi-state operational organization, including human resources, training, finance and quality. Full P&L responsibility.
• Expanded business operations to nine US locations supporting 18 to 22K transactions per day creating over 15K new jobs. Increased profitability $20M over 2003 to 2004.
• Spearheaded successful implementation technical support and customer care operations in several Philippine locations, including overall oversight of operations and post implementation for SBC Telecom.
• Awarded Perry County Key to City, Kentucky Colonel Induction Award, and Center of the Year Award.Regional Director of Operations and Site Director, 2000 to 2002Managed customer care, technical support, sales, and.
• Reduced operating costs $75K per quarter for Compaq business unit by improving call handling and knowledge application aspects of the customer transaction.
• Met growth requirements by increasing call center seats from 200 to 750 in one year.