David Rush Email & Phone Number

Ncr - National Capital Region, Philippines

Culmination of efforts by four individuals and myself to create a Philippine-based company to provide world-class BPO and Consulting Management Services. Expertise covers Finance, HR, Information Technology, Operations, Process Improvement, Quality, Training, and WFM. Currently, our focus is on providing consulting management services to individuals/ businesses considering business process outsourcing, and/ or seeking to improve contact center operations and service delivery performance. We improve profitability, facilitate organizational change, solidify decision-making, teach new concepts, and infuse new strategies, tools, methodologies, and processes to improve sales, service, collections, and customer satisfaction performance.

Ncr - National Capital Region, Philippines

Hired initially as the Program Director to successfully turnaround the performance on the company’s single largest revenue producing program and save the program from termination. Mission accomplished. Promoted to Site Leader & Executive Director of Operations for all North American clients (total = 10). Accountable for the successful and profitable operation of the Site (70 % of total company revenue) and all programs within. Provided the general management and ensured day-to-day operational delivery of all outsourcing services provided from the site and the corresponding operations centers geographically dispersed in NA, SA, Dominican Republic, Malaysia and the Philippines. Answerable for the executive relationship, strategic development, proactive partnership, account growth, and overall commercial viability of the client engagement to ensure delivery of cost effective, value add, quality solutions, and the achievement of all contractual requirements. Provided the necessary leadership and management to all delivery units to drive engagement and ensure high quality interaction are the focus in our coaching/ feedback sessions - our drive for results - the realization of strategy – and the quest for service excellence. Created an environment rich in pride, passion, excitement, and ownership within a culture that promotes ethical practices, continuous improvement, and employee development; as well as, individual integrity, employee satisfaction, and retention.

Ncr - National Capital Region, Philippines

Reported directly to the owner, CEO, and a self-proclaimed Entrepreneur, of the company. Primarily responsible for the establishment, preservation, or improvement of the data integrity on a 1MM account database portfolio of “verbally verified” Australian professionals. Tasked with successful delivery of a full-scale design, build, operate, and transfer initiative for the company; transitioning key business roles, responsibilities, processes, and functions from an on-shore to off-shore delivery model. Accountable for the commercial and delivery management of multiple, boutique type, client engagement deals and the corresponding service delivery operations for BPO. Liable for the executive relationship, contractual adherence, and operational delivery of services provided as well as the commercial viability of the client engagement. Actively manage the client relationship and delivery team to set realistic expectations and ensure delivery excellence and customer satisfaction. Provide leadership and management to all delivery units and ensure that all service provisions meet defined expectations and that services delivered are provided in a consistent and effective manner.

Manila

Originally hired by Admerex as the Director of Operations for a BPO start-up, launching both a Domestic and International Customer Contact Center with an initial focus on debt collections. Within 90 days, and partnering with the CEO & COO, a balanced 300 FTE operation was built, split evenly between domestic and international businesses. Then, turmoil strikes, the global economic crisis emerges, panic ensues, and the company decides on a quick exit strategy, selling the software business, scaling back the domestic business, and completely exiting the international business. Exiled, and left to consider our options, a few clients and I made the decision that I would find a new home, location, and delivery center for servicing their business. After an intense due diligence process, SSS was selected and we quickly set about creating a Joint Venture (JV) partnership with my largest client, SSS, and myself. Then, weeks before the deal was to be finalized, CapGemini bought SSS, cancelled the JV and used the deal as a foundation for launching their own Philippine-based BPO services operation. As a result, my role and scope of responsibility quickly shifted and exponentially grew in number and complexity but essentially responsible for the commercial and delivery management of multiple, large scale, client engagement deals and the corresponding service delivery operations for BPO.

Ncr - National Capital Region, Philippines

Initially hired by the CEO as a consultant to evaluate the company’s ARM business and decide if this business could be successfully delivered from the Philippines and if so, develop and implement measures to turnaround performance and grow the business; and if not, formulate and execute an exit strategy terminating relationships with two fortune 500 clients and facilitating the sale of five “purchased portfolio’s” without incurring a loss or damaging the company’s reputation in the BPO industry. Manage the ARM, Customer Care, and Tele-Sales business of several entrusted and large scale (1000+FTE) programs for clients primarily in the financial services, telecom, and travel related industries. Responsible for the strategic and tactical leadership, operation management, and service delivery for client programs spanning multiple industries/ locations, utilizing multiple/ complex customer contact channels, and involving multi-faceted/ diverse revenue generation and CSAT models. Accountable for delivering leading edge results, superior conversion rates, and exceptional customer experiences that will provide a higher net back for our client and a positive experience for our client’s customers.

Tempe, Arizona

Hired for my “bankcard” (Visa & MasterCard) collections expertise and industry leading performance to lead the Risk Management & Mitigation component of the company’s bold initiative to convert over 50% of their customer portfolio from a standard retail credit card, to a more traditional bankcard credit card, increasing NCL exposure 1000%. Also tasked with turning around the company’s underperforming collections teams and preparing them, and the corresponding support groups, for the changes that will arise from the forthcoming conversion. Then, transferred to Arizona to lead the start-up of their Western Regional Operations Center and manage the regional call center operation for both Retail and Visa card services. Responsible for providing the strategic leadership, the day-to-day management and the delivery of leading edge collections and accounts receivable management service quality practices. Accountable for planning, administering, executing, and managing all collection strategies, processes, and methodologies across two collection sites with the goal of standardizing, securing, and optimizing delivery operations while preserving the customer relationship.

Albuquerque, New Mexico

Managed Citigroup’s Front-end [0-90 DDQ] Collection’s Department & Western Regional Operations Center; its leadership, management, and support teams, and 1000 [direct]/ 2000 [indirect] production representatives in a regional, five [5] site, call center environment. Responsible for Collection strategies and processes across five collection’s sites and a customer segmented business that matches the market place dynamics. Accountable for the strategic cost management, financial performance, and customer satisfaction results of the front-end operation and a $1.5B to $7.0B monthly portfolio. Improved ranking position of Citibank in relation to industry competition from 8th to 1st, by delivering exceptional financial performance with reduced operating expenses. Championed the Front-end Queuing Characteristics Analysis to identify NCL risk early, manage contingent liability, and incorporate a long-term debt repayment strategy. Served as the interim “Financial Controller”, partnering with credit Risk and other business units in the creation and development of forecasting tools and business model development for improved portfolio performance and reporting. Co-managed the “Site Selection & Due Diligence Committee” tasked with the site selection, design, construction, and migration plan for a state-of-the-art call center construction project. Site Leader, POC, and SME for the National Six-Sigma quality initiative and “best practices” business change integration across all sites. Six-Sigma Black Belt Certified.

Tempe, Arizona

Primarily responsible for managing the Company’s initial bankcard services migration from New York to Arizona – leading the efforts on the following functional migrations: Collections (pre-charge-off), Credit/ Authorizations/ Emergency Card Replacement, and Fraud (Early Warning, Detection, & Prevention. First external hire in a leadership role, Developed the entire Emergency Card Replacement Program P&P from scratch. Liaised and negotiated with Visa & MasterCard on all SLA’s, improving cycle-time closure 32%. Pioneered 30-day Collections and Front-end (0-90 day) Skip Tracing. Selected as 1 of 5 “high potentials” for induction into the Senior Executive Mentorship Program, and the first person promoted from the program to an AVP position.

Tempe, Az

Zales was the birth place of my customer contact center career and largely responsible for turning me into the call center professional I am today. Broke into the industry as an Accounts Receivable Specialist (aka: Collections Agent). Within 6 months, I applied for, and was 1 or 2 individuals selected for their Management Development Program. Completed a rotational program through the various departments (Collections, Customer Service, New Accounts, Credit Authorization, Bankruptcy, Legal, Human Resources, and Retail Operations, first as an entry level agent, and then as a Team Supervisor. Following the successful completion of the program, I was placed into a Manager-in-Training position and began my immersion into the role. Shortly thereafter, the company filed for Chapter 13 Bankruptcy protection, all promotional opportunities were frozen, so I chose to resign and seize the opportunity to join Chase as they began to build and open their Tempe facility.Other positions held:Team Supervisor - Collectons/ New Accounts/ Credit Authorizations/ Customer ServiceTelephone Agent - Collections/ Customer Service

B.S. Business Administration, Finance & Accounting, Financial Markets & Institutions, Financial/ Cost Accounting, Quantitative Business Analysis, "With Honors"

Activities and Societies: Baseball Full-time working student.

Education record

Activities and Societies: Six Sigma - Black Belt Certification || Malcolm Baldrige - Leadership Trained || Dale Carnegie - Leadership &.