Driven by grace through faith, Hill Country Community Ministries coordinates local involvement, providing essential goods and services to families in need or those facing a crisis. With compassion and care, we affirm dignity through the provision of food, clothing, and advocacy for our community, while being good stewards of the resources entrusted to us. Our goal is to break the grip of hardship, hunger, and hopelessness, by improving health and well-being of our neighbors.

Our mission is to foster solutions that meet the needs of the central Texas contact center industry through networking, professional development, and community leadership.

• COMPANY: Multi-billion-dollar customer relationship management services company specializing in US Market global support.• OVERVIEW: Spearheading client services and revenue generating transformation and growth of a 9-figure portfolio.• Preserved a substantial amount of at-risk revenue within a 90-day period via aggressive recovery plan.• Reduced account attrition by 30+% over a 6-month period through win-back retention campaigns.• Contributed double-digit percentage improvement of bottom-line gains by eliminating penalties while achieving bonuses monthly.• Improved Revenue Per FTE by improving load balance and work force management processes.

• COMPANY: $3 billion customer relationship management services company with global presence and delivery capabilities. Merged into Convergys in 2014.• OVERVIEW: Leading turnaround of $135 million account and establishing the Latin America client services function.• Salvaged $30 million at risk revenue via “Get to Green” plans.• Improved gross margin by 4% in 5-month period by deploying efficiency measures across all global sites.• Optimized Revenue Per FTE by 9% by improving load balance and work force management processes.• Achieved 22% dependence reduction to date by deploying diversification strategy.• Developed and currently deploying alternate geographic solutions enabling a sound redundancy infrastructure/footprint, moving from 2 locations to 3 (Asia, Latin America and North America).

• COMPANY: $11 billion global document management company with a large percentage of revenues from services.• OVERVIEW: Served as Xerox’s international leader in Latin America. Responsible for $200 million in services revenues ensuring expectations of embedded client base were aligned with agreed to terms and established goals.• Grew revenues from $100 million to $200 million over a 3 year period, averaging 18% YOY increases. • Improved average deal 275% ($100,000 to $275,000) via improved contract terms and consulting services. • Diversified regional portfolio by successfully introducing 4 new verticals into the region’s client mix.• Oversaw and managed all regional employees, right-sizing the team’s presence across countries and driving brand awareness.• Selected to participate in evaluating company’s acquisition strategy and worked with key stakeholders to identify and execute on acquisition targets.

• COMPANY: Global manufacturer and distributor of hardware and technology solutions and service.• OVERVIEW: Directed $2 billion in Call Center and Field Delivery Services operating expenses ensuring Dell’s 3rd party provider network is aligned with management directives and established corporate guidelines.• Drove an average of 11% YOY “price per minute” reduction across all global sites. • Reduced procurement cycle by 34% (8 days) by leading global cross-functional business strategy teams through a systematic procurement process that included developing strategies and objectives, issuing RFPs, and evaluating relative strengths and weaknesses of competing vendors. • Instrumental in consolidating global footprint from 38 to 11 locations within an 18-month period.• Recognized for transitioning out of 118 boutique agreements into 5 standardized global documents. • Instrumental in $33 million reduction in annual operating expenses through competitive market analysis, identification of cost reduction opportunities, and development of sourcing strategies.

• COMPANY: Multi-national provider of customer care outsourcing, applications development and consulting solutions. Merger of CompUSA and GTS.• OVERVIEW: Led the product enhancement distribution and go-to-market strategies for Telvista’s consumer technical support service, Dial-A-Tech, which led to a 300% increase in monthly revenue ($30,000 - $90,000)

• CompUSA merged into Telvista in 2002