Peter Schuster Email & Phone Number

Thousand Oaks, Ca, Us

Thousand Oaks, Ca

ViaSource Solutions represents the next evolution of 1NW Contact. ViaSource Solutions is developing into a full service, customer life cycle company. We have expertise at every touch point from customer acquisition and customer care, to A/R management.ViaSource Solutions delivers services through a strategically designed network of virtual agent and brick and mortar agent platforms. Coupled with on shore and near shore locations we are able to deliver results and value to our customers through the strategic placement of projects across our footprint.

Responsibilities include call center operations management, strategic client development and corporate strategy. Specific duties include call center operations management, development and implementation of strategic plans to meet client acquisition goals and participation in corporate governance.Led successful shift from regional presence to national footprint.Implemented core strategy shift from bad debt collections to Inbound/Outbound Customer Acquisition, Inbound Customer Care and Outbound Telesales.Increased agent headcount over 300%.Developed and implemented core policies and procedures for call center floor, sales and marketing, finance and budgeting processes and client management.Championed a strategy of strategic partnering as a cornerstone of new client acquisition.

Senior Vice President of Client PerformancePrimary budget responsibility for over $60 million in revenue spread across five vertical markets and 14 call centers. Those markets were Telecom, Financial Services, Healthcare, Direct Marketing and Commercial Collections. During this period developed a comprehensive Key Account Management strategy, methodology and organization for IRMC. Managed a staff of 23 employees including, 12 Key Account Managers. Same client revenue experienced an average annual increase of 10% during this time period. Specific successes include:Successfully integrated Key Account Management into the organization.Established Key Account Management as a revenue generating department through increased client performance resulting in higher liquidations, successful partnering with sales team to better penetrate large client revenue streams and create client communication strategies that enhanced the client's experience with IRMC.Developed detailed job description and compensation plans for the position of Key Account Manager and used this as a foundation for searching and securing top performers.Participated in board level meetings by providing detailed analysis of current market position and strategies for increasing market share within verticals. Worked in partnership with operations management to develop and implement call center floor strategies.

Director of Key Account ManagementCollectech Systems career began as a Key Account Manager for their Telecom division. Specific client responsibilities included Verizon Communications, Sprint, BellSouth and Verizon Wireless. In 2001was promoted to Director of Key Account Management with the mandate to build a team of Key Account Managers for the company's largest client relationships representing 86% of the company's revenue. Specific successes include:Led the drive to save the Verizon Communications Pre-Collect project from being terminated. This represented the largest revenue producing relationship to the company. Brought the project from 4th place in a 4 agency champion/challenger environment to 1st place within 120 days. Kept the project in 1st place for 3 straight years earning market share increases and an additional tertiary, placement portfolio.Boarded and managed Sprint Wireless primary, delinquency project. Kept the company in 1st or 2nd position among 8 competitors for 2 straight years. Earned market share increases and client good will that eventually led to a relationship providing over 500 seats of business across multiple product lines.Took over management of a Verizon Wireless Inbound Customer Care project with over 280 agents across 3 call centers. This project was given a 90 day notice to improve performance or be terminated. Within 60 days performance increased from 8th place among 9 competitors to 3rd place. Maintained 2nd or 3rd place position for 2 years.Improved profitability by an average of 24% for projects under Key Account Management influence.

During this period guided SCCS through major technology upgrades including transitioning to a new enterprise software platform, adoption of predictive dialing technology and new accounting systems. Specific successes include:SCCS was a small, regional collection agency. Revenue increases were accomplished through the integration of disciplined market approaches and information technology to increase performance and provide a compelling story to tell in the market place.Began to develop the skills needed to develop strategic market and operational plans. These forward looking plans were presented to, and approved by, the Board of Directors.