Doug Deker Email & Phone Number

Leesburg, Virginia, Us

Call Center Power is a consulting firm specializing in the contact center and business process outsourcing space. Our team of consultants have a diverse contact center operations and management background. We focus on 3 primary pillars: assessing, identifying and driving optimization for existing call center operations; integrating complimentary verticals across our BPO partner network; and finding the ideal contact center solution for our clients looking to outsource their operation.

Built and ran the Customer Care team and application solution for the MCX CurrentC wallet. CurrentC provides the ability for customers to pay for their products via the CurrentC application on their smart phone as well as to load and automatically use any loyalty or discount programs seamlessly with one scan of their screen. The CurrentC mobile solution supports some of the world's largest retailers including Walmart, Target, Shell, Exxon Mobile, and Wendy's.

Reston, Virginia, Us

Responsible for call center sourcing for the largest online authorized retailer of mobile phone sales. Owned the P&L for Telesales and owned Work Force Management for all of our call centers. Managed both in-house sales teams for Mobile Sales and Dish as well as Outsourced solutions which included simultaneously managing as many as 8 sites in 3 countries. During my tenure I drove the following improvements:• Improved Wireless Order Conversion by 33% and Phone Conversion by 37%• Added $22M in revenue growth to the Telesales channel• Increased quality scores across channels from under 80% to over 90• Built and managed multiple cross selling programs which generated over $1M annually • Improved staffing efficiencies across all LOB’s by 70% saving the channel $200K per month.• Renegotiated contracted rates at our outsourced sites saving over $100K per month.

Responsible for selling call center services including voice and web chat to Fortune 500 companies with a specific focus on the Telecom vertical. Signed 3 new logos within 4 months of joining the company, including 2 large wireless providers and a Tier 1 Broadband provider.

Overland Park, Kansas, Us

Led a team of Vendor Managers and Internal Call Center Operations Managers to support the entire Telesales Operations at Sprint and Nextel. • Exceeded sales goals every year, eclipsing plan by an average of 125%.• Generated $2.3 billion in annual revenue through sales of 1.5 million handsets. • Directly managed team responsible for launching over 30 call centers worldwide.• Drove global call center strategy to achieve the optimal mix of in-house, onshore, near-shore and offshore sites to ensure best in class performance, business continuity and reduced overall channel expenses.• Managed inbound and outbound call center team which handled 19 million calls utilizing 5,000 representatives worldwide. • Responsible for an internal inbound and outbound team of over 250 Sprint Nextel employees that handled both B2B and B2C customer transactions.

Basking Ridge, Nj, Us

Worked in Partner Marketing, Winback Marketing and Direct Response Marketing. Collaborated directly with folks in Telesales Operations to coordinate DM/TM efforts, provide affinity programs that helped attract and retain customers, and drive the data strategy for winback campaigns targeting high revenue lost customers.

Mba, Business Administration, Management And Operations

B.S., Business