John Button Email & Phone Number

Worldwide

Herndon, Va

Provided expertise and guidance on a specialized project designed to convert a new 24/7/365 service relating to government servicesStreamlined communications and internal performance controlActed as the single point of contact for the transformation and client interactionRestored performance levels to achieve client expectations which were contractually specified SLAs and KPIs

Largo, Md

Program Director – University of Maryland University College - contracted position Provided oversight and leadership for a project aimed at improving 24/7/365 service center operations Fulfilled contractual obligations to streamline and update internal control, policies, and procedures Monitored and tracked performance to achieve levels at or below specified SLAs and KPIs Responsible for process re-engineering and managed a team of 146 productive employees Oversaw the areas of IT, Financial Aid, Student Accounts, and Office of Enrollment Management

Greater San Diego Area

Designed the complete restructure of the national inbound call center.Call completion rates were increased by 27% Developed and launched a completely new training program. Instituted a quality of call management system. Effectively serviced a national customer base through consistent execution of the operational and personnel management functions. Achieved 50% lower talk times through new scripting.

Opened a start-up branch from ground up build out. I lead the team that was responsible for site location, space design and oversight of the construction timeline. The start-up included molding a group of loan officers into a profit center with full profit and loss responsibility. The start-up resulted in back to back annual profits of over $3.4mm.Maintained the lowest annual employee turnover in the 317 branch network.Nationally led the company in lowest branch office expense and return on investment.Managed performance based objectives and requirements to exceed profitability goals.

Constructed an inbound/outbound call center for a financial services/mortgage company.Engineered the design of the national call center.Demographically formulated marketing programs to exceed company goals and objectives.Developed and implemented training courses for all new recruits.Nationally managed all operations related to lead generation.

Responsible for the operational and technical management of a 120 station predictive dialer. Main objective was to restore profitability to the service bureau for the 3rd largest collection company in the United States. The facility had 325 employees, of which 15 were direct reports.Successfully led the service bureau from loss to profitability.Administered the annual budget for all departments.Tripled division capacity in terms of revenue hours generated.Directed over 300 employees in 18 different employment classifications.

Provided the leadership of multiple national call centers employing over 500 individuals. The centers generated over 37 million call completions and 4 million transactions on an annual basis. Designed the complete CTI architecture and framework.Instituted the most technologically advanced outbound calling system created at the time.Developed and wrote multiple sales training and employee courses.

Dipolma, Advanced College Coursework

Activities and Societies: Who's Who Among Americas High School Students National Honor Society Football, Basketball and Track Travel New.

Accounting And Finance