Kevin Bock ✔ Email & Phone Number

Suwanee, GA, US

Central Florida

Franchisee of The Joint Chiropractic. Start-up business venture with locations in Mount Dora and Clermont Florida. Primary focus:Business DevelopmentCompetent staffing of sales professionals and doctors for successful clinic operationManaging the organization's Profit and Loss statementMarketing clinic launch and ongoing development of practice and.

Greater Atlanta

Leading team of professionals to engage plumbers, building a beneficial relationships such that they are Rheem loyal. Providing training, direction and assisting with Rheem resources to build their plumbing business and expertise so they will guide their customers to Rheem products with the confidence and knowledge to sell up from good to best.

Greater Atlanta Area

Greater Atlanta Area

Call Center Director for the newest 525 seat TSYS call center. Opened the center with 12 team members, on track to grow the staff to 525+. Responsible for building a culture of performance execution and superior customer engagement within the credit card processing industry. Focus areas include Customer Service, Fraud, Disputes, Collections and Loyalty.

Greater Atlanta

Greater Atlanta Area

• With a successful multi Center sales track record I was selected to direct the service centers. As a team builder with change management expertise I was tasked with fixing a "broken center" and launching from inception.
• Drove customer service performance through the implementation of an agent scorecard, daily associate check in, weekly team huddles, standardized agent file and associate Fun Committee
• Increased associate retention 30% through the introduction of Supervisor Administrators, Escalation Response Team and Supervisory Council positions for associate growth and development
• Increased First Call Resolution to over 91% through daily associate check in and coaching
• Effective training reduced After Call Work from 45 seconds to 15 seconds
• Raised associate schedule adherence to 91% through coaching and accountability

Greater Atlanta Area

• Managed 3 sales/retention contact centers with over 400 sales professionals, 21 Supervisors and 8 managers
• Developed a team of professionals who generated $100 million+ of new Terminix pest control sales annually with an inbound close rate of 56%
• Directed all collections operations and strategy resulting in direct collections of over $9 million and indirect collections of $60 million
• Achieved record company growth and profit as a member of the Senior Leadership Executive Team 2012
• Increased Customer payment at time of sale from < 1% to 100%, with no loss in closure rate, and a 2% improvement in new sales start rate
• Championed the construction and roll out of 4 Terminix and 2 TruGreen Contact Centers representing over 900 workstations and $7 million budget, each delivered on-time and under budget

Greater Atlanta Area

• Joined Terminix to execute a long-term vision created by the executive leadership team whereby sales would be centralized into call centers. Delivered consistent customer sales experience, product information, and.
• Achieved 56% reduction in labor by replacing decentralized sales force through centralized sales centers launched in Atlanta and Dallas
• Year over year sales growth of 15% based on closure rate improvement from consistent scripting and rebuttal strategy
• Saved $3 million dollars in year-1 through reduced labor requirements
• Reduced labor 15% through the successful introduction of Work Force Management and Quality Monitoring/Recording applications into the center
• Matched the results of a seasoned sales center in the first year of operation

Greater Atlanta Area

• Primary role was to minimize customer attrition through targeted communications utilizing multiple channels. Cross-functional project management experience in high growth environment. Created, maintained and analyzed a.
• Successfully managed a marketing budget in excess of $5 million in the pursuit of customer lifecycle management including targeting customers with issues, and enhancing relationships with high value customers through a.
• Managed the creative process, direct mail, electronic marketing and in and outbound call center initiatives whose focus have been to build profitable, long term customer relationships

Greater Atlanta Area

Contact Center Consultant for Sales and Work Force Management

Greater Atlanta Area

Led Contact Center and Customer Relationship Marketing of the online shopping and delivery division of Publix. Utilized multiple marketing channels in conjunction with capitalizing on data mining opportunities to contribute to $350 million of online sales. Led a cross functional team of customer service and marketing analysis to drive repeat customer sales.

Clearwater Florida

Contract tele-marketing specializing in tele-sales/customer sales fulfillment.

Master'S Degree, Marketing

Bachelor'S Degree, Economics

Activities and Societies: Head Resident Adviser Who's Who of American Colleges and Universities Head Resident Advisor