Tim Hall Email & Phone Number

Amazing bilingual leadership of daily operations for multiple clients in the United States, Jamaica and Colombia in BPO call center sites as well as hundreds of W@H team members. Led all aspects of business planning, workforce management, HR functions, compliance, and IT/facilities management. With a team of 12 direct reports and over 1,000 indirect reports, we are spearheading tens of millions of dollars of implementation of strategies for inbound sales, customer support, telecommunications, ISP, and benefits services administration by:• Driving top client and customer results though call, chat, email, social media, speech analytics, and voice work channels.• Exceeding profitability goals in all environments and measurements (B&M/W@H measuring GM/GM% and total revenue.)• Delivering best-outsourcer business excellence to Fortune 500 clients collaborating with the team constantly exceeding goals across multiple geographies and departments.• Improving NPS for last three years, measured by our clients, by 50%+ year-over-year.• Delivering performance and morale boosting guidance to the frontline in lockstep with record-breaking margins to the boardroom.• Through AI, voice analytics and old-fashioned listening, delivering constantly evolving approaches and results to our clients.• Overseeing suppliers, vendors, and internal resources ensuring business continuity in the event of “glitches” or even major outages.

San Antonio, Texas, Us

Two decades after growing from a front-line CSR to Senior Vice President of Operations at Calling Solutions, I was recruited back to where I learned “Call Center Leadership 101!” With great pride and gratification, I accepted the invitation from my first mentor in the industry to now, in turn, mentor his team of inspired but under-experienced leaders helping them become disruptive, inventive thinkers who merge the old-fashioned fundamentals with modern innovation and technology. Consulting and development of leadership team drove CSAT, NPS and profit margins, all to record highs.

Complete responsibility over all departments of a BPO call center with 3 campaigns, 500+FTE, Was recruited into a struggling center in most KPI with a clear-cut goal of improving attrition, sales conversion and AHT. Within first 6 months on task, took firm from bottom 10% of largest clients’ outsourced centers to the #2 ranked center of 45.

Full P&L and operational responsibility for a two-center, bilingual, direct sales operation in Honduras and Canada. In first year in position, lowered the cost of per customer acquisition by 48%.Increased revenue by 62%, year-over-year, setting an all-time record high for site while reducing costs at all levels.Spearheaded growth initiative for current year that doubled sales and support staff on site, positioning the firm to, once again break all-time records of sales, revenue and cost reduction.

Fort Lauderdale, Florida, Us

Key Achievements:Joined the team as the International Executive Director to lead a turnaround project optimizing commercial sales and operations activities for a branch agency of the New York Office in Sao Paulo, Brazil ultimately achieving operations in excess of 1000 employees. Directed the day to day operations and energy, increasing commercial sales through the addition of new clients (telecommunications, credit cards and cable providers) outsourcing the sales to multiple centers. Leveraged program specific forecast and improved payroll controls, overhauled a complex business processes to comply with the company’s domestic standards while embracing local customs, improving the assertive sales’ process at all centers.

Arlington, Va, Us

Full P&L responsibility over call centers in Argentina, Peru, Guatemala, Mexico and the United States running all operations aspects of multiple direct response and conventional sales and customer service programs- in Spanish and English.Lead operations for a Fortune 100 client, connecting with constituents, getting them excited about a key issue, resulting in fantastic leads that were directly transferred to their specific member of Congress. Earned a 10% distribution ownership position with the company as COO; later ownership was increased to 13%.

San Antonio, Texas, Us

Recruited to establish procedures, enforce standards of marketing quality and lead sales teams to achieve higher performance levels for multiple campaigns in three international / bilingual call centers constantly exceeding client goals and expectations. Key Achievements:Executed a successful growth strategy of staff and work-load that resulted in year over year increases of revenue of 135%, EBIT of 351% and net income of 420% in 2001.Oversaw the design and implementation of the marketing piece for a major credit card, married with the branding of various states' Farm Bureaus. Using my revamped design we applied efficient direct mail leaders followed by strong direct marketing call, the customer related to the "voice on the other end of the phone," increasing membership conversion from 7% to 28% and revenue from negative figures to a 58% net margin.Grew from the position of call center manager to Senior Vice President of Operations as firm grew from one to three centers, increasing revenue by over 300% during my tenure.

Bachelor'S Degree In Spanish, International Business, Spanish

Military Intelligence Linguist, Spanish