Kevin Spence Email & Phone Number

Plano, Texas, Us

Irvine, Ca, Us

A top-tier global BPO provider of outsourced communication solutions. Accepted the task of transforming and growing a severely under performing operation. Examined historical data and analytics, designed plans to restore client relationships, refine operational processes, and stabilize financial performance.  Strategically launched a new site that revitalized confidence in existing program and positioned team to win wallet share.  Orchestrated the release of new customer retention program and outperformed competitors generating 3X revenue growth in under 9 months; performance resulted in an expansion into two additional Florida sites.  Re-engineered the reporting structure, leadership development program, and incentive plan creating an immediate improvement in production; transformation led to expansion into a second offshore site.

Washington, District Of Columbia, Us

A global Business Process Outsourcing call center offering a complete solution to superior customer acquisition, engagement, and growth. Recruited to managed and grow the Direct TV program, a $35M book of business; defined and executed the strategy to drive performance and reputation with client.  Successfully grew operations from one onshore location into 4 locations encompassing 2 onshore and 2 offshore locations in Philippines. Strengthened productivity through effective staffing and training, generating an additional $20M in revenue. Achieved best-in-class performance in 2015 and 2016 positioning IBEX for expansions into multiple locations.  Transformed relationship with Farmers Insurance and grew business by 50% in year one, increasing annual revenue by $3M.

Atlanta, Ga, Us

An online digital marketing organization leading the industry in customer acquisition and retention solutions to enterprise clients. Charged with heading Bridgevine’s key initiative to evolve brand into a technology (SaaS) provider. Key contributor in the development of scalable business processes and procedures, strengthening use of available reporting and analytics; expertly driving performance of call center and chat partners with direct oversight of 3 Client Service Managers. Spearheaded the launch of TeamGantt project management software to improve quality and timeliness of client deployments; implementation created a net result of zero missed requirements at launch.  Minimized forfeiting an at-risk key client by meticulously analyzing performance data to provide proof of value which resulted in retainment of client making up over 40% of company’s gross revenue.  Offered subject matter expertise for product development team and gathered key insights from clients to develop customized SaaS software solutions.

Atlanta, Ga, Us

Successfully scaled a single vendor operation handling 600K calls annually to three nearshore vendors managing 1M+ yearly and delivering over $16M in annual revenue, evolving into a 55% of the company’s overall revenue. Led 5 Division Managers including 3 Vendor Partner Managers, 1 Customer Service Manager, and 1 Training Manager. Developed and executed call center transition plans over four-year period to maximize performance and operational budget.  Negotiated a 20% decrease in cost for Chat services in 2009 by moving to a pay-for-performance model Reduced call center operating cost by 40% by successfully transitioning away from our Canadian vendor to the Caribbean and Latin America.  Attained significant increase in annual revenue, boosting earnings from $8.5M in 2008 to over $16M in 2011. Led cross-departmental teams that ushered in changes in marketing and call center strategy which yielded a 10% increase in customer conversion rates.