Michael Sims Email & Phone Number

Phoenix, Az, Us

Phoenix, Arizona Area

Ngage! Employee Engagement & Development integrates the most sophisticated organizational processes and business analytics with innovative culture-based management practices and human engagement & developmental programs based on the scientific understanding of how our brains function to recognize value, make decisions, build relationships, and experience fulfillment. Based on this scientific foundation, Ngage designs & delivers practical, easy-to-implement daily business processes, engagement & development programs, and culturally-consistent management practices that are simply more effective at ENGAGING PEOPLE and Influencing Behaviors. Our principles and practices are GUARANTEED to increase employee engagement & retention, develop effective leadership, influence consumer behaviors, foster strong long-term relationships, strengthen brand loyalty, increase profitability, and facilitate rapid organizational growth. We didn't discover the science, and we're not alone in utilizing it in business. These proven principles are interwoven into the management and marketing strategies of the fastest growing, most-profitable companies.("Out-Performers") What we've developed is the straight-forward application of the principles which allow EVERY business to produce Measurable improvements.

Scottsdale, Az

Phoenix, Arizona Area

Established and directed start-up outbound/inbound B-to-B Call/Contact Center operation from unfunded business concept to effective, multi-state marketing machine in less than 30 days. Analyzed population demographics, workforce access/transportation options, and facility costs to select physical location likely to provide a target labor pool for a scaling Call Center operation. Analyzed, identified, procured, and directed the installation of, every aspect of required Call Center infrastructure from cubicles to VoIP Telephony Dialer/ACD System. Designed and programmed VoIP Dialer/ACD System to create inbound & outbound process work-flows, call-routing and automated dial functionalities, and reporting processes. Selected, scrubbed, and loaded all O/B calling lead data, and strategically managed daily call/contact campaigns to optimize performance/support outside sales teams in 5 western states. Articulated and documented company culture, and created complete culturally-based sales & customer service processes to drive rapid recruiting and engage new employees and customers.Created, documented, and delivered employee training materials, manuals, and instructional processes, as well as ongoing employee and supervisor/management development programs. Collaboratively created and documented all outbound/inbound sales & customer service scripting/word tracks, process work-flows, and employee support materials & resources.Identified and documented key Call Center performance Metrics and business KPI, and created a "Critical Six" management reporting dashboard for "at a glance" performance and cost analysis.

Phoenix, Arizona Area

Developed, documented and implemented end-to-end contact center processes coordinated with direct outside sales efforts in 17 US markets. Expanded contact center operations by over 600% in less than 12 months.Launched new multi-product vertical simultaneously in multiple western US markets. Directed the development, documentation, and implementation of an end-to-end, multi-step outside sales process for new product vertical, including all sales scripting, multi-media presentations, and daily operational processes for outside sales teams operating in multiple markets.Created, documented and conducted ongoing, advanced sales training and employee development programs for both inside contact center employees and outside salespeople. Utilized and leveraged a well-developed company culture to mentor, motivate, and engage both inside and outside sales teams.Identified and documented performance metrics and KPI, and created and implemented a comprehensive Quality Enhancement process for all sales-related processes.Resulted in explosive organizational growth, that helped drive company to #18 on the Inc.500 list.

Phoenix, Arizona Area

Created organizational management and sales training consulting company around the innovative "Inner Genius" employee developmental principles first established as a corporate executive.Established state-of-the-art Call/Contact Center pilot facility to develop, test, and refine a wide variety of sales, customer support, back office processes, and emerging technologies for clients. Identified and established key Metrics and KPI, and developed comprehensive QE processes, which enabled client-partners to forecast, manage, and direct their businesses more effectively. Developed, documented and conducted employee initial training and on-going developmental modules to improve employee productivity, accelerate employee growth, and lower turnover rates.Consistently produced dramatic improvements in client's employee recruiting & retention, productivity, management effectiveness, operational efficiencies, and business profitability.

Phoenix, Arizona Area

Developed a Call/Contact Center Business Plan around emerging voice/data software technologies.Collaboratively created & executed a Capital Funding Campaign to secure $5M in VC funding. Changed the World. Helped Revolutionize Voice/Data and IVR applications, technologies, and processes. Final decision-maker on all voice and data network technology procurement and utilization. Directed all internal software and network development and refinement. Responsibilities included strategic service and technology development, day-to-day Call Center operational management, as well as all new business development activities. Directed the design and development of all new project requirements, process mapping & workflows, I/B ACD call/contact distribution & O/B Dialer call-routing functionality, metrics & measurements, reporting & dashboards, daily management practices & procedures, and client management & communication requirements for a broad range of telephony-based BPO services. Developed, documented, and utilized all employee recruiting skill profiles, employee training curricula, and instructional materials & processes for all new client contracts. Identified and established key Call Center Performance Metrics, and developed a comprehensive QE/QA Program that included employee evaluation & performance scoring systems, feedback tools & mechanisms, and effective coaching/up-training principles, practices, and methodologies.Developed and directed a national inside/outside sales campaign to market BPO services. Completed RFI/RFP processes, delivered multi-media presentations, closed sales, and negotiated contracts producing 11 new Telecom client contracts valued in excess of $35M within 18 months. Guided a floundering .com start-up from vision...to alternative business plan-based concept...to profitable multi-million dollar BPO market-influencer in less than 24 months.

Greater Salt Lake City Area

Directed, engineered and executed the Explosive Growth and Dramatic Turnaround of ACS-BPS TeleSolutions Division. (Call/Contact Center-Based Voice & Data BPO Services)Transformed TeleServices from a MLU (Money Losing Unit) designated SBU with 25 FTE's, into the fastest growing, highest PTP producing DIVISION with over 1200 employees in 30 months. Functioned as a defacto COO* of a corporate division within a multi-billion dollar BPO Services company...that employed over 1200 employees, performing 45 different job functions, supporting 22 different client projects, across multiple facilities, in 4 different countries. (*ACS Divisions functioned as stand alone operational units comprised of multiple Strategic Business Units (SBU) with distinct facilities, technology, operational autonomy and P&L.)Directed the design and development of all project requirements, process mapping & workflows, I/B ACD call/contact distribution & O/B Dialer call-routing functionality, metrics & measurements, reporting & dashboards, daily management practices & procedures, and client services management processes for a diverse set of large-scale, telephony-based BPO services. Planned & directed the integration of multiple Strategic Business Units (SBUs) into a single Corporate Division, and Managed all day-to-day operations with full P&L responsibilities.Directed RFI/RFP sales process, delivered multi-media presentations, closed sales, and negotiated contracts to increase client project value from $250K to over $76M in 30 months.Engineered, organized, and executed a single new client project launch that expanded Division workforce count by 300 Call Center employees on a single day. Responsible for establishing integrated voice/data services in ACS' portfolio of BPO services. Helped ACS grow into one of the world's largest BPO providers. (Sold to Xerox in 2010 for $6.2B.)