Ken Durbin Email & Phone Number

Leawood, Ks, Us

Kansas City, Missouri Area

• Accountable for P&L management for large scale Telecom client partnero Serves as primary contact for client Senior Executiveso Manages day-to-day operation of a 200+ person contact centero Increased annual revenue by 58% from 2017 to 2018 thru focused growth and supplier performance bonus- grew account to annual run rate of $10M+ in the first 3 years Grew production headcount from a pilot of 50 agents to over 200 by leveraging performance and supplier relationships Redesigned compensation plan to align production objectives with profitability drivers  Increased agent revenue delivery thru improved operational efficiencies and performance Renegotiated per call revenue opportunity based on improved performance metrics and client satisfaction• Responsible for of all aspects of client program, including Operations, Training, Leadership developmento Achieved #1 Customer Retention partner ranking within first 12 months of partnership and have maintained top 2 position (out of 12+ partners) over period of relationshipo Developed and promoted internal candidates for increasing roles of leadership within the company 70% of current Team Managers were promoted from within 100% of Senior Operations leaders were promoted from within

Kansas City, Missouri Area

Overland Park, Ks

Licensed Residential lender in CA, CO, GA, IN, KS, MO, NC, and TX

Overland Park, Ks

• Invoked vision, leadership and change agent skills to successfully build cross-functional team resulting in $15M in annual savings and a 28% improvement in customer satisfaction.• Influenced brand strategy for device protection programs; led cross-functional team to successfully launch multiple new protection programs to capitalize on market opportunities.• Optimized field escalations process for virtual channels; served as Shared Services primary point of contact for Executive escalations involving device protection and/or warranty support issues.• Designed communications strategy to enhance value and awareness of device protection programs; published content to educate field sales and support staff regarding changes to the device protection programs.• Developed field feedback trend reports to identify actionable opportunities for improvement within retail environment based on customer feedback.

Overland Park, Ks

• Owned Advanced Exchange budget for Care organization; implemented process changes resulting in 70% reduction of daily AE volume and annual cost savings of $14M. • Facilitated weekly program calls with executive management and field operations staff to identify and escalate critical issues to ensure effective execution and transparency in all levels of management.• Developed and enhanced specialty calling queue programs to improve handling of network call reasons for valuable, at-risk customers.• Partnered with key internal and external groups to identify, develop business case models, and implement business process improvement plans for Sprint technical support call centers.

Overland Park, Ks

• Led cross functional team to address elevated deactivation levels within the Telesales channel. Efforts resulted in 34% decline in overall deactivation rate in 2010.• Managed annual budget of $750K associated with Enterprise sales lead generation programs; Partnered with Sprint marketing and multiple agency partners to identify and acquire high value business customers.• Directed lead distribution and site selection process while ensuring reps are properly equipped with the tools necessary to maximize key business metrics.• Managed team of direct reports responsible for driving performance of key metrics tied to outbound telesales programs including; Gross Add & Upgrade conversion, data and accessory attach rates, early life churn, customer experience (CSAT), and M&P compliance.• Partnered with key internal and external groups to identify, develop and implement sales and high risk customer retention programs and strategy for the telesales channel, including creation of customized call flow scripting and training documentation.• Created balanced scorecard utilized to evaluate telesales program performance and make recommendations for improving execution of outbound programs.• Crown Club nominee in 2011 for demonstrating outstanding performance

Lenexa, Ks

• Led team to exceed annual sales quota in 2005 (117%), 2006 (123%), and 2007 (112%).• Directed the launch of multiple new vendor call centers for Sprint Business. Traveled frequently to vendor locations in support of Sprint Business programs.• Managed multiple call center partners responsible for Sprint Business sales. Reviewed and authorized payment of invoices related to work performed by vendors. Held third party vendors accountable for meeting and exceeding Service Level Agreements.• Responsible for the generation and distribution of Business sales leads to all channels within Sprint Nextel.

Overland Park, Ks

• Interacted with multiple support teams including Finance, Offer Management, Database Management, Marketing Communications and Marketing Operations to bring cohesive, viable offer to the marketplace.• Managed payment process for all marketing expenses to ensure accurate and timely payments were made to vendor supply partners.• Engaged directly with business partners to ensure mutual satisfaction and benefit. Traveled to call centers in support of quarterly marketing initiatives. Traveled to airline hub markets to engage PCS retail sales organization and elevate program visibility.

Kansas City, Mo

• Developed the standards and practices necessary in the creation of the Small Business ICU. • Provided the direction and instruction required to develop newly hired sales agents into highly productive, tenured representatives.• Managed diverse team of 12 direct reports; achieving over 135% of sales plan for 2002.• Selected for Presidents Club award for outstanding 2002 performance.

Lenexa, Ks

• Traveled extensively to Vendor Locations to host Marketing Partner visits as well as assist in training, implementation and launch of Vendor programs.• Maintained an accurate data set detailing Vendor programs for 2001.

Lenexa, Ks

• Handled inbound and outbound calls concerning Sprint products and services resulting in sales to nearly all qualified applicants. • Selected for Achiever’s Club for First Quarter 2001 and Second Quarter 2001 as a result of excellent Sales performance within the Sprint ION sales environment.

Ba Management And Human Relations, Organizational Management

2011 Award of Excellence winner

Education record