Phil Dobbyn Email & Phone Number

Greater Boston Area

Wilmington, Ma

A leader in SaaS for corporate tax calculation and processing, serving national client base of Fortune 1000 companies. Privately held company formerly part of ADP, with revenue growth from $30mm to $200mm during tenure.STS Manager• Joined company during restructure involving re-shoring of all operations and staffing to Massachusetts from site in India. • Served as integral part of management team; developed from ground up, all infrastructure and all processes to successfully complete high-volume tax return preparation.• Hired, trained, and managed team of 12 Representatives responsible for managing client relationships and SaaS corporate tax solutions. Mentored and developed Representatives from entry level roles, providing pipeline for internal growth which resulted in 30% of team receiving promotions each year.• Managed relationships with client CFOs, influencing decisions, solving problems, driving change, building brand loyalty.• Utilized Salesforce and proprietary systems for client-specific solutions.

Waltham Ma

Leading Online travel agency for global college community. 150,000 airline tickets with $100M total revenue annually. Director, Customer Contact Center Responsible for efficient operations of Contact Centers in the U.S. and Asia. Scouted location, established and grew Asian Contact Center to 50+ employees, grew employee skill-set to encompass inbound and outbound sales and service, B2B and B2C. Managed all aspects of start-up and ongoing operations of 24/7/365 Contact Center in South Pacific. Concurrently managed U.S. Group Sales Team of seven agents, responsible for $13M annually. • People Management: Established staffing model and a staff development program that directly led to providing feeder ground for internal growth as well as improving staff retention. Closely monitored, developed, and advised local management team to drive performance and manage change in response to ongoing challenges of the Travel industry. Selected to lead Group Sales Team, transitioned team from Inbound to Inbound/Outbound Sales in a B2B and B2C environment. In start-up of offshore site: recruited first class of employees; established Human Resources policies and operational procedures consistent with local labor laws and practices; set ongoing schedule of staffing and training. • Operations Efficiency: Served in leadership role to create and develop Student Verification platform and process improvements.• Global Site Development: Complete responsibility for Project Management of establishing site: Researched locations and options for low-cost Contact Center to support 24/7/365 operations (labor markets; technical capabilities; site/building selection; Staffing and HR.) Lowered costs by 80% by transitioning Contact Center to Asian site, while keeping 100% of staff in the U.S./Asia as StudentUniverse employees. Finalized all site specifications for Dumaguete, Philippines: negotiated all contracts with local providers for all office.

Boston, Ma

Brand Loyalty & Media Consulting Company, formerly d/b/a Bronner, Slosberg, Humphrey Manager, eDialogue - Customer Contact Management Programs • Provided operational and management expertise in consulting role within all areas related to Contact Center Management: training, development, outbound sales, staffing, new product introduction, etc. • Consulted with Fortune 500 clients on all issues for large-scale, Inbound and Outbound, Contact Center operations: Delta Airlines, General Motors, FedEx, American Express. Developed and delivered customized training programs.• Consulted with GM to consolidate outsourced Call Centers from five vendors to a multi-site, single vendor structure.

Chelmsford, Ma

Regional Cable Television Provider, aka Comcast, previously d/b/a Continental Cablevision Manager, Customer Service • Exceeded revenue goals by driving sales, managing outbound sales staff of 25 selling cable and phone service. • Researched and implemented automated dialer for regional, Outbound Call Center.

Ba, Economics

General