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Hand me a high risk client & an operation that's not executing & I do my best work. I am well experienced in fire fighting roles with award winning results. Start-ups, turnarounds and transformations get my adrenaline flowing!ACCOUNT MANAGEMENT - Led account teams supporting large strategic clients | 2,000+ associates | $46M annual revenue | Phone, chat, email | Care, technical support, sales, retention, social, back office | US, Canada, Central & South America, Philippines, India & Work @ Home ► Fortune 50 technology client awarded our team Partner of the Year for outstanding KPI results► Given Chairman’s Award by CEO for exemplary leadership of Fortune 50 client► Won competitive bid to expand major retailer to LATAM and Work @ Home supportOPERATIONAL LEADERSHIP – Multi-site leader delivering breakthrough results | Continuous improvement | People first culture | 1,200 associates, 19 languages | Multiple start-ups | P&L► Led major consolidation, opened 3 new call centers & closed 32 (won industry award)► Start-up & ongoing management of a 1,200 associate site supporting 19 languages► Directed a 9-site, 1000+ associate seasonal initiative for a large wireless companySPECIALTIES: Building Client Promoters, Operational Optimization, Leadership Development, Start-ups, Turnarounds & Transformations, Process & Project Management, Risk & Change Management, Analytics & Continuous Improvement, Building High Performance Teams
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Vice President, Strategic Account ManagementQualfon Aug 2023 - PresentHighland Park, Michigan, Us -
Senior Vice President, Global Account ManagementHgs - Hinduja Global Solutions 2017 - 2023Chicago, Il , UsLed a global account management organization that delivered client solutions with the perfect balance of people & technology. • Nominated & won an Industry Award for HGS in 2023 for Best Customer Satisfaction Strategy.• Improved the commercial agreements for all clients, driving margin improvement & reducing risk.• Earned Outstanding Performance Award in 2019 for existing client revenue growth & improved profitability. -
Vice President, Global Account ManagementSitel Group 2011 - 2017Miami, Fl, UsLed account teams supporting strategic Fortune 100 clients in multiple industries with 2,000+ employees & $46M annual revenue. Deliver care, technical support, sales & retention via phone, chat & email in the US, Canada, Central & South America, Philippines, India & work at home.• Outperformed 7 other vendor partners on Voice of the Customer & First Call Resolution to earn Partner of the Year award from major media & entertainment client. Increased wallet share from 20% to 33% during 18 month period, expanding to 2,000+ employees across 4 countries.• Charged to resolve a profit margin issue of a large wireless client. Earned the Chairman’s Award (5 recipients of 66,000 employees) with improved KPI results & renegotiated rates.• Strong relationship, creative pricing & persistence contributed to winning LATAM & work at home business from a prestigious retail client going head to head with other BPO firms.• Spearheaded the launch of Philippines-based services for a media & entertainment client, meeting the ramp schedule & client cost reduction targets. -
Director Of Account OperationsSitel Group 2004 - 2011Miami, Fl, UsLed account teams supporting strategic clients in multiple industries. Deliver care, technical support, sales & retention via phone, chat & email in the US, Canada, Central America, Philippines & India.• Coordinated disaster recovery & business continuation by relocating the business for a cable client after a hurricane, earning the coveted Vision, Passion & Purpose Award.• Co-developed & facilitated Account Director training following a company acquisition.• “Best holiday ever” was the client conclusion after leading a 9-site, 1,100 employee seasonal initiative for a major wireless company.• Instrumental in turning around the relationship for a major communications client, launching a 2nd site & growing the account by $10M over a 2 year period.• Directed the implementation & execution of quality initiatives for a Fortune 25 technology company that earned a client nomination for the Vendor Quality Excellence Award.
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Site DirectorSitel Group 2003 - 2004Miami, Fl, UsManaged a 600-employee inbound & outbound sales, technical support & customer care center serving large technology clients. • Improved profit margin by 10 percentage points within 7 months by increasing operational efficiencies & negotiating more favorable contractual terms & rates.• Increased employee satisfaction by 11 percentage points within 12 months through improved communications & enriched recognition & reward programs.
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Site DirectorAvis Budget Group 2000 - 2003Parsippany, Nj, UsDirected the startup of a 400-employee national inbound & outbound sales & customer care center, transitioning the business from 3 other locations. Hired, trained & developed 15 managers. • Reduced annual operating costs by $5.1M during the first year following integration.• Led company-wide key initiative that reduced employee attrition by 35% in the 5 call centers. -
Director, Program ManagementAvis Budget Group 1999 - 2000Parsippany, Nj, UsSpearheaded a major consolidation, opening 3 new call centers & closed 32. Assembled, trained & managed the project team. Accountable for site selection, facility & organizational design, negotiation of city/state incentives & facility leases, communications, expense forecasting/ tracking & construction management. Served as primary contact for city leaders, landlords, media, architect & general contractor.• Transformed company’s call center environment from 34 small, non-networked centers to five virtual, state-of-the-art sales & customer care centers, earning the coveted Award for Customer Contact Excellence (industry award).• Developed business case & obtained Board approval for $9M to build new centers.• Opened all centers on schedule, within scope & under budget by $2.1M.• Negotiated $1.9M in city & state government incentives.• Upgraded technology for ACD, IVR, load balancing, predictive dialer & WFM software.
Tim Straka Skills
Tim Straka Education Details
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University Of NebraskaIndustrial And Organizational Psychology -
Dana CollegePsychology & Sociology
Frequently Asked Questions about Tim Straka
What company does Tim Straka work for?
Tim Straka works for Qualfon
What is Tim Straka's role at the current company?
Tim Straka's current role is Strategic Account Management.
What is Tim Straka's email address?
Tim Straka's email address is ti****@****tel.com
What is Tim Straka's direct phone number?
Tim Straka's direct phone number is +182827*****
What schools did Tim Straka attend?
Tim Straka attended University Of Nebraska, Dana College.
What skills is Tim Straka known for?
Tim Straka has skills like Vendor Management, Outsourcing, Customer Experience, Contact Centers, Workforce Management, Bpo, Call Centers, Leadership, Operations Management, Customer Satisfaction.
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