• Upon hire, took over large temporary program (3000) employees providing support for Financial Services client. Created and led plan to first stabilize the program, standardize processes, and create career-pathing opportunities for employees. Cut attrition in half during first six months. Contract was signed removing “temporary” status. This program continues today with 17 months straight of all-green performance against client KPIs.• Took over as Director of Operations for outsourced Human Resource client. Managed both remote and brick / mortar workforce in the US, Mexico, and the Philippines. Built trust back between the client and TTEC. Managed largest program from the worst to first in NPS scores, outperforming client internal and outsourced sites.• Was brought on to lead Fraud Management team for Financial Services client. Program has focused on improving performance throughout 2023. Went from 61% contractual KPI attainment in Q1 23 to 92% in Q4 23 (with 88% being target).

Volunteer on Board of Directors for the non-profit organization, Stand Up USA. Stand Up USA is working in collaboration with the United States Air Force to reduce the suicide rate and improve mental health amongst junior enlisted airmen.

• Hired to launch the EAW partnership with the University of Utah and Microsoft Corporation in Salt Lake City. Started the partnership with 50 employees. Through strong performance and client relationships, grew program to over 500 employees and expanded to Arizona State University in Tempe. Outperformed large enterprise consisting of 22 global locations. The SLC and ASU sites were consistently #1 and #2 for NPS performance – the client’s main KPI focus.• Owned the relationship management with Microsoft. Feedback from Joey Poon, key Microsoft client contact: “Had the pleasure of partnering with Bill on a new startup project where Bill served as the Operational Director of the program. Bill demonstrated tremendous wisdom, expertise and leadership to propel the project to levels which surpassed expectations. While solid with his years of experience, Bill was the key enabler of the program's agility and ability to innovate/incubate new ideas. If I had the chance, I'd choose to work with Bill again in a heartbeat.”• Promoted to level of Vice President and added Financial Services collections program to portfolio.

Oversaw all operational aspects of a large-scale virtual site (up to 1300 employees), including Talent Acquisition, Training, Transition and Production. Supported business in the Travel & Hospitality, Financial Services, Retail, and Communications verticals. Ensured that financial and client targets were met and exceeded. Served as the key Point of Contact for all Convergys Work at Home and was heavily involved in Business Development opportunities and pricing processes. Awarded new business opportunities due to site’s performance and leadership. Led the Business Process team that created, documented, and communicated processes and procedures that were unique to the Home Agent environment.Key Outcomes:• Increased revenue gain by approximately $20M by winning new business opportunities.• 20% year-over-year growth in virtual site.• $900K profitability increase in nine months due to process re-engineering efforts.• $400K (~15% of program’s revenue) in performance bonuses from a Financial Services client in 2016.• Consistently led client networks for performance against key metrics.• New program implementations outperformed both internal, competitor, and client sites’ performance metrics within months.• Significantly outperformed North American overall agent retention standards.• Highest internal employee opinion survey results of all Convergys North American sites. Within the survey, highest employee engagement results achievable, which is a significant challenge in a virtual environment.• Creation of multiple reward and recognition programs, which drove performance and employee satisfaction / retention.

Oversight of all Operations and Client Services in multiple North American and Off-shore brick & mortar locations. Heavily involved with Sourcing, Talent Acquisition, Training and Production aspects of the business. Led QBR and MBR development and facilitation with clients. Managed Financial Services, Healthcare, Tech, and Retail verticals, including both Inbound and Outbound calling models. Temporarily took on multiple North American sites that were struggling with Managed Financial Services, Healthcare, Tech, and Retail verticals, including both Inbound and Outbound calling models.Key Outcomes:• #1 in the network for sales 16 months straight after developing site into a Sales Center for Excellence.• Small Business Service sales teams doubled in size to approximately 500 agents based upon relationships built with the client and superior performance.• Omaha site was identified as a show-case site for Sales organization. Prospective clients were brought through our site to interview all levels of management, resource units, and production staff, as well as witness the execution of business practices. • Developed financial training for front-line management and resource unit staff that was implemented across multiple sites.• Reduced employee attrition from 10%+ per month to 3% within two years.• Devised and successfully implemented incentive plans based upon profit sharing with our clients. These programs led to numerous updates to the site, as well as financial bonuses for staff members.