Josh Peyton Email & Phone Number

Cincinnati, Oh

Established and led team to create a company from a concept. Successfully launched company within 13 months while exceeding all financial targets. Oversaw the build out of the corporate infrastructure including Technology, Contact Center, Marketing, Financial Operations, and Back Office Operations.

Cincinnati, Oh

Led Contact Center, Dispatch Operations, Member Relations, and Fraud Detection teams. Responsibilities included planning and coordinating more than 3,000,000 roadside assistance events and handling 4,000,000 telephone transactions annually.• P&L responsibility of more than $20 million. Responsible for all aspects of financial planning, forecasting, budgeting and performance.• Consolidated contact center locations resulting in headcount reduction and savings of over $750,000 annually. • Led Business Process Outsourcing (BPO) operations providing B2B services for AAA affiliated motor clubs generating $3 million in annual revenue.• Created a workforce management (WFM) team focused on maximizing associate schedules resulting in 20% improvement in service levels for inbound telephone calls without increasing headcount.• Reduced resolution time for customer complaints by 60%.• Streamlined fraud detection workflow and improved documentation process increasing annual savings by over 100%.• Member of AAA National committee tasked with designing the next generation technology stack to be used by AAA roadside assistance operations. Worked with Accenture, Salesforce, and Capgemini for multiple years on project. • Member of multiple AAA National strategic committees tasked with determining the direction of the federation relating to market share, technology, and operational excellence.

Cincinnati, Oh

Accountable for strategic direction and performance of Roadside Assistance Operations including; customer experience, membership sales, logistics, procurement, technology, business analytics, finance, and vendor management.• Responsible for P&L exceeding $70 million in expenses and $10 million in revenue including all aspects of financial planning, forecasting, reporting, and performance.• Led contact center sales team generating $30 million in revenue annually. Increased close rates by 15%.• Reorganized Contact Center operation prioritizing best practices and resource utilization resulting in five locations functioning as a single virtual center improving service levels by 25%.• Developed and implemented growth strategy expanding internal towing operations by 30% leading to increased revenue, improved customer satisfaction scores and reduced dependency on external resources.• Led vendor network operations including contract negotiations, pricing, and vendor relations.• Developed pay for performance compensation plan for vendor network increasing customer satisfaction scores by 5%.• Reduced Contact Center turnover by 50% through focus on organizational culture, restructuring compensation plan, reorganizing leadership team, and implementing associate development plan.

Cincinnati, Oh

Led Automotive Services & Roadside Assistance Operations in the Midwest Region including contact center operations handling more than 1,000,000 telephone transactions annually and a service provider network responding to over 300,000 roadside service events per year.

Cincinnati, Oh

Led service delivery / supply chain network comprised of company owned Fleet Operations and independent contractors.

Lexington, Ky

Lexington, Ky

Master Of Business Administration (M.B.A.), Finance Concentration

Bachelor Of Business Administration - Bba, Finance, General