Doug Wells Email & Phone Number

Highland Park, Michigan, US

Privately held BPO company with over $400MM in annual revenue focused on contact center, digital and direct marketing, print, fulfillment, data and analytics, mail and back office.

Highland Park, Michigan, US

Highland Park, Michigan, US

Lake Oswego, OR, US

• On 9/1/15, NAVEX Global (a Vista Equity Partners company) acquired The Network, Inc. which created a $150M revenue company with over 12,000 customers focused on global SaaS-based Ethics hotlines, software and content..
• Responsible for creating operational budget of $21 M, including P&L for 2016
• Developed a completely new compensation model for the entire contact center to better align with current industry and regional standards
• Led a team to integrate all payroll systems into one standardized process and partner (ADP)
• Created from the ground up a new BPO partnership in Belize for data entry production to improve efficiencies and reduced total cost by 50%
• Key player in a senior team integrating multiple and disparate PBX infrastructures into one virtualized contact center methodology across 4 unique sites and multiple countries

Atlanta, Georgia, US

• Privately held company with $10M in annual revenue that is UCaaS (Unified Communications as a Service) provider focused on ITFS, UIFN, local DIDs globally, as well as hosted contact center software with offices in the.
• Responsible for operational budget of $10M, including P&L.
• Increased new sales revenue YOY 16% in 2014 versus 2013 through process improvement such as lead distribution, training and use of Salesforce.com reporting metrics.
• Significantly reduced product installation times from 2013 average of 176 hours down to present average of 21 hours by creating dedicated Implementation Team focused on achieving key reporting metrics/goals and daily.
• Decreased response and resolution times of customer support cases by over 50% via time of day routing/staffing, better utilization of global resources, improved reporting metrics, QA and employee incentives.
• Manage all sales, support and service operations globally including call routing, staffing, training, quality initiatives, scheduling/forecasting, and performance management.

Norcross, GA, US

• Privately held multi-million dollar company focused on Governance, Risk & Compliance services, solutions, claims reporting and digital media with approximately 50% of the Fortune 500 as clients.
• Responsible for $65M operational budget, including P&L.
• Managed all contact center operations (over 1M contacts annually) including profitability, performance management, staffing, training, quality, claim/report dissemination, and scheduling/forecasting.
• Managed new contact center technology deployments for both top and bottom line improvements. Developed support processes to ensure optimum execution, such as a multi-language web form, a telecommuting program enabling.
• Overhauled entire contact center technology platform including PBX/ACD, skills based-routing, workforce management system and call recording.
• Achieved 12% improvement in operating margin in 2012 versus 2004 by giving staff management ownership for cost management initiatives and leveraging newly developed custom daily margin reports enabling the alignment of.

• Start-up company founded by myself and two other partners focused on outsourcing call centers for small to medium sized businesses, as well as consulting services.
• Managed all contact center and consulting operations including call routing, ACD management, quality initiatives, staffing, and training.
• Responsible for contact center budget projected to be approximately 2 million dollars by the end of year one, including P&L.
• Designed and implemented the installation and production of our core technologies including the PBX/ACD, skills based-routing, workforce management system and call recording.Served as founding partner until business.

• Manage all call center operations including customer support, sales agent support, workforce management, quality, and vendor relations. This includes thirteen exempt staff members and over eighty call center.
• Responsible for call center budget of approximately $2.2 million dollars, including P&L as part of the overall budget of $80 million annually.
• Designed and implemented the installation and/or production of three major applications including a new PBX/ACD, skills based-routing, workforce management system and call recording.
• Responsible for ACD management including creation of vectors, VDN’s, routing schemes, and queue design. Additionally, helped create and design initial auto attendant set up and functionality to more efficiently route.
• Reduced Average Handling Time from 24 minutes to 8 minutes (66% reduction) equating to a reduced need of approximately 84 FTE saving over $2M dollars annually.
• Improved customer quality scoring from an initial low of 83% in April 2003 to high in February 2004 of 94%.

New York, NY, US

• Managed intra-day call center operations across seven sites that included service levels, training, off-line time, additional hours, and other workforce management issues by efficiently utilizing the resources.
• Managed seventeen workflow coordinators and eight project managers who supported the real-time operations and tasks of the Command Center.
• Reformatted holiday scheduling, which saved over $25K in one day (12/24/02).
• Through the creation of an advance voluntary time off program saved Providian approximately $127K in man-hours in the month of December 2002.

Dallas, TX, US

Computer Science

Education record