Tim Hayes Email & Phone Number

Tampa, Fl

We invest in ambitious entrepreneurs in the United States.

Tampa, Fl

The Ideal Dialogue Company developed a unique proprietary approach to employee / customer engagement that dramatically improves the customer experience. Ideal Dialogue Company acquired by Startek in March of 2013.

Boca Raton, Fl

TMS Health is an integrated communication services provider exclusively focused on the Healthcare industry supporting Pharmaceutical companies, Medical Device Companies, Health and Wellness organizations, CRO's and their agencies. TMS Health was acquired by Xerox/ACS in October of 2010.

Tim founded Service Zone, Inc. in 1999 to become the “Southwest Airlines” of the Customer Relationship Management (“CRM”) industry by providing “Legendary Service @ Lowest Cost”. Service Zone achieved $17M in sales in the first year and grew at a 92% compound annual growth rate until sold to Client Logic (now Sitel) at the beginning of 2004. Service Zone averaged 17.3% ebitda and was selected as Supplier of the Year by Dell in 2003. Service Zone provided technical support, customer service and sales services to consumer-oriented, Fortune 500 companies, including OEM manufacturers of computer and related technology equipment, direct marketing organizations and financial services providers. Headquartered in Tampa, Florida, Service Zone employed over 5,000 associates located in twelve contact centers throughout the United States and the Philippines. Service Zone was acquired by Sitel / Client Logic in December of 2003.

Responsible for Global Customer Support P&L including all customer service, teleservices, technical support, helpdesk operations and sales operations. Specific functions included Call Center Operations, Client Services, Information Systems & Technology, Performance Management, Finance and Human Resources.

Vice President of Technical Support and Customer Service. Reduced customer support speed of answer by 82% and decreased average handle time by 38%. Implemented quality management system resulting in a 20.8% increase in satisfaction scores over 1996 benchmarks. Established engineering feedback function to reduce cycle time to resolve product issues. Largest call driver issue, Faxworks, was reduced by 75% through this process. These improvements moved Gateway from a “Fair” rating in PC World Service & Reliability Ratings to “Best”.

Cupertino, Ca

Service and Support Operations, Responsible for managing all aspects of customer service, feedback, and sales support in North America. Specific activities include customer response, customer relations, worldwide product technical support, internet support, service provider technical operations, on-site / mail-in direct service, customer service administration, service and support dispatch, vendor management, warranty management and the analysis of customer and provider feedback.