Joe Testa Email & Phone Number

Kansas City, Missouri, Us

Austin, Texas, Us

Katy, Texas, Us

• Designed, developed, and executed a startup plan for Customer Care offerings• Responsible for a $15M wage budget with total P&L responsibility of $47M• Managed the Project Team responsible for the Buy Online Pickup in Store program, which resulted in a gross eCommerce sales increase of approximately $130M over 5 years• Analyzed current organizational structure to ensure support of an eCommerce annual growth rate of +40%• Created a technology roadmap that reworked the Contact Center into a 1,700-seat Engagement Center, which launched in 2010 and supported inbound voice, web chat, e-mail, text messaging, and social service• Managed the RFP’s for the entire service infrastructure, including the CX platform and the selection and implementation of Oracle Service Cloud, OpenMethods Harmony, and Genesys Pure Cloud ACD• Restructured the organizational design to support technology investments, which resulted in the creation of a Process Improvement Team and a first year ROI of $1.5MKey Contributions• Founded the company’s Customer Service Department and grew the team to over 500 employees; the department was recognized by JD Power as tops in customer satisfaction• Developed a new strategy to increase revenue through service, which ultimately resulted in more pre-sales engagements, converting over 37% via the phone channel with annual revenue of $18M• Designed service improvements to the web chat platform, which resulted in conversion improvements of 50+ basis points and $23M per year• Implemented a strategy that resulted in a new revenue channel with extended aisle and ‘save the sale’ in stores, with gross revenue results of $37M+ annually• Deployed a new work at home program, which increased the quantity and quality of applicants, resulting in improved customer satisfaction scores and a first-year savings of $2.5M in both internal and contract wages• Recipient of Oracle’s Chairman’s Award for innovation and excellence

Us

• Managed the company’s largest revenue center with an annual budget of $18.8M and a staff of 650• Serviced 12 clients with associates of varying skillsets• Developed a strategic integration plan to embed the Quality Up-Training Program as a core competency • Targeted quality interactions and cost enhancements• Supervised the transition from Aspect to Avaya ACD Platform• Deployed various revenue retention initiatives to engage referenceable clients• Led the Standard Action Plan (SAP) Task Force, which included members of CSC Operations, Quality Assurance, Training, IT, and Process Improvement personnel, across 2 locationsKey Contributions• Managed CSC to variable cost productivity of 3.8% YOY• Maintained a budget to variable margin of 56.5%, a gross margin of 34.2%, and an EBIT of 26.1%• Reduced overall site AHT by 37% and calls placed on hold by 17.4%

Us

Accretive was aquired/purchased by GSI Commerce

• Managed all aspects including P&L responsibility and fundraising, of a baseball-centered youth program offering player development, travel team coordination, NCAA Clearinghouse support, and tutoring• Spearheaded the Kingmont Field renovation project and developed a youth scholarship programKey Contributions• Increased gross revenue increase by 23% in the first year and opened a second site within 2 years• Recipient of the Marion County Chamber of Commerce Businessman of the Year award in 2004• Recipient of the Head Start Youth Services Award

Greenwood Village, Colorado, Us

• Oversaw all aspects of operational needs, in addition to the Client Services department• Supervised 5 Operations Managers, 1 Training Manager, 1 QA Manager, 9 QA Specialists, 1 Workforce Coordinator, 15 Supervisors, 2 Lead Agents, and 820 Agent FTE• Managed 4 programs simultaneously, Lehman Bank, GE Card Services, United States Postal Service, and GE Fleet Services• Ensured all operational contractual compliance and service level adherence• Maintained variable cost productivity• Developed a recruitment strategy and handled all hiring, training, and employee development• Led contract negotiations between executive leadership and the client on master services agreements• Designed a short-term compliance program for Lehman BankKey Contributions• Outperformed all 4 internal GE CSC in KPI, Quality, and FTE Adherence• Ramped up and launched 450 FTE in 120 days (GE Card Services)• Developed an RFP for Financial Freedom, which resulted in a $22M contract• Grew the Lehman Bank program from 32 FTE to over 60 FTE in 2 months, generating $29M in gross revenue• Extended an MSA from 6 to 18 months, which resulted in $15M in additional gross revenue with a variable margin of 58%• Maintained low rates of average attrition (6.5%) and absenteeism (3%) across all projects• Received Rings of Recognition Manager of the Year in 2001 and Manager of the Quarter on 4 occasions• Recognized by senior leadership variable margin and EBITDA performance

• Oversaw all aspects of customer satisfaction, including monitoring data metrics from surveys and developing customer retention and loyalty initiativesKey Contributions• Increased Revenue 43% YOY and labor hours by 28% YOY to 4,000+ per month• Designed and implemented a Special Order Re-Sell Program• Achieved Subaru Service Excellence Status and Chrysler Five Star Customer Service Rating

Regents B.A., Business

Education record

Masters Certificate