Kevin Betts Email & Phone Number

Boise, Idaho Area

Philippines

• Spearheaded successful new site launches and client satisfaction through effective workforce management including efficient hiring, training, and operational P&L and all client KPIs for all new sites. • Facilitated corporate growth from 1200 employees to more than 10,000 employees while significantly increasing revenue and profitability for the Philippines Operations. This included capacity planning, site layout, workforce plans, staffing and forecasting.• Designed and led construction and buildout including staffing for 5 new call centers in the Philippines, designed 4 new call centers in the US, and designed call centers for company expansion in Costa Rica. • Stimulated significant cost savings initiatives across all departments to reduce operating expenses by more than 1 million dollars a year in the Philippines. This included a significant reduction in attrition, increased efficiency, and streamlining of the staffing process.• Enhanced NPS, VOC, and other customer service measurements, directly leading operations for 2 sites and 4500 employees in the Philippines in two provinces outside Manila. • Successfully identified location, negotiated lease, and contracts, designed layout of 850 seats + new corporate headquarters site in the Philippines. • Successfully project managed all-new site construction projects to have space available earlier than projected to be able to generate additional revenue.• Recognized with the company through an award for fastest growing BPO and Best Voice Company from International ICT awards 2 years in a row.

Manila, Philippines

• Designed and implemented strategic workforce planning which directly resulted in lowering attrition from 102% to 36% annualized and reducing absenteeism from 17% to 4.2%.• Implemented structured workforce program review to significantly improve efficiency and communications between Operations, HR, Staffing, and workforce administration.• Lead prospective new client visits which resulted in winning three new clients for the Philippines locations. • Influential in the significant improvement of CSAT scores - Tech scores improved by 31%, customer service scores by 28%. • Directed operations for a five-million-dollar annual revenue offshore office. • Doubled group’s revenue call through training in advanced sales skills.

Greater Salt Lake City Area

• Reviewed and redesigned all aspects of a failing call center from workforce management, staffing, and operations. Guided successful achievement of goals and objectives, transforming failing domestic call center and increasing GM to 29% in seven months. • Successfully opened the company’s first Philippine-based call center. This included identifying location, designing call center layout, sourcing, and staffing for all leadership across workforce Management, Operations, Human Resouces, Talent Acquisition, and Facilities. The new site opened with 1000 seats.• Identified and won a new client to be the first in the Philippine Call Center. This client billed $2.4 million dollars the first year from the Philippines.

• Responsible for P&L, staffing, workforce, and all performance measures for fortune 50 healthcare clients. • Grew business from 190 agents to 965 over an 8-month period, this included successfully launching 7 new lines of business for my client. • Grew revenue from fortune 50 clients from 2 million in 2005 to over 10 million in 2006. Lead a team of 9 Operations Managers and 1 Senior Operations Manager. Responsible for maintaining and improving client results in 3 sites. • Represent Operations for cross-functional corporate-level quality initiatives. Responsible for hands-on leadership and data analysis to drive continuous process improvements.• Designed and implemented a skill-based call routing process which significantly improved client key performance metrics as well as reduced attrition and sharply improved the MTM metric.

• Designed, implemented, and trained workforce process and team for the company for inbound clients.• Delivered consistent performance meeting or exceeding sales and hours objectives. Directly lead a team of 2 Call Center Managers and 1 Education Manager, and 1 workforce Manager. Indirectly lead 8 Shift Managers, 12 Educators, and 500 Agents. Billed approximately 39,000 hours monthly.• Inbound and Outbound Business to Consumer and Business-to-Business sales and customer service programs.• Responsible for all facets of opening an International Call Center in the Philippines. This included licensing, permits, P&L, budgets, staffing, and overseeing construction.

• Directed Workforce Management for the Customer Care Region. • This consisted of 9 sites across 13 states.• Handled more than 2 million calls monthly.• Created a successful marketing plan named "next logical product" and training which allowed the company to convert customer care and billing inquiry calls into revenue-generating calls.• Responsible for accurate forecasting with 3% monthly and staffing plans to ensure service levels were successfully met.

Responsible for work force management, special projects, campaign management and vendor management for normal customer care organization and the Premier Care Channel.

Responsible for the safe operation of a Navy Nuclear Power plant on a submarine. This included leading a division of 44 Radiological Controls Technicians and Mechanical Operators.

Bsba, Business, 4.0

Activities and Societies: Summa Cum Laude

Education record

Activities and Societies: Beta Gamma Sigma, Alpha Kappa Psi, Business Professionals of America, Golden Key Honor Society, Student Government