Tim Whipple Email & Phone Number

Covina, California, Us

- Set up sourcing pipelines and processes to source experts worldwide in 4 languages and admit >2,000 qualified experts per year- Built an expert onboarding program that Improved the % of admitted experts who became active on the platform from 30% to 75%- Established an expert waitlist process held over 900 qualified experts in reserve for future deployment - Designed processes and workflows that improved the time from admission to activation from 12 days to 5 days

Covina, California, Us

- Led the Expert Operations team through 2x growth in the first 90 days of the Pandemic- Managed distributed teams in the US, India and Ukraine- Drove Expert incentive programs that positively impacted service levels- Established a Quality Investigations Team that adjudicated >1,000 cases in its first 9 months

Scottsdale, Az, Us

LiveOps reinvented the outsourced customer service model – cutting out idle time and overhead – to give businesses access to an experienced, on-demand US-based workforce to provide virtual call center services that can scale during high-traffic periods.• Returned to LiveOps to lead Client Results teams running programs for 3 enterprise clients each generating $5M+ in revenue• Defined and delivered on client and internal KPIs and SLAs• Exceeded client growth and gross margin targets• Built and managed high-growth enterprise account resource and capacity plans• Led the launch of social network communities for all enterprise clients, resulting in increased agent engagement and retention

San Francisco, California, Us

iCracked’s nationwide network of up to 4,000 independent contractor technicians came to you to fix your iPhone and other mobile devices. iCracked was acquired by Square Trade in early 2019. • Led the teams responsible for recruiting, capacity planning, business support and retention of up to 4,000 independent mobile device technicians• Deployed 2 offshore outsource partners for technician dispatch, customer support and technician support, defining and managing to KPIs and SLAs• Hired, managed and developed teams focused on community engagement, customer/technician support, recruiting/onboarding new technicians, managing on-time repair performance, learning, and partner programs• Defined and delivered on internal and client KPIs and SLAs• Administered community reward and benefit programs• Worked with product to design and implement new technician app features• Implemented strategies for regional SEM, social network engagement, technician certification and technician communication• Launched an on-demand repair partnership with a leading insurer of mobile devices that became the company's top revenue driver and resulted in >90% CSAT

• Advised 3 startups on establishing, scaling or managing distributed workforces• Researched and recommended operational best practices• Worked with an international contact center outsourcer to establish a U.S. based remote workforce

San Francisco, California, Us

Directly is a leader in support automation, helping enterprise companies like Airbnb, Microsoft and Samsung launch and train virtual agents, delighting customers with knowledgeable, personalized, and empathetic support interactions while creating new economic opportunity for client stakeholders in the AI era.• Led recruiting, certification, performance management and retention of experts• Collaborated with sales and success teams to acquire new customers and grow existing customers • Designed and managed program KPIs• Developed and executed processes to reward high-performing experts• Worked with Product team to develop expert, enterprise and internal tools

Portland, Maine, Us

NexRep is a leading onshore, at-home contact center based in Portland, ME. They innovated the home agent contact center model by focusing on agent operations and sourcing to deliver professional-level agents who match customer profiles. • Developed strategies to source and onboard agents to enable revenue growth by 43% 1Q to 3Q• Worked with a distributed product team to build an applicant tracking system to process over 800 agent applicants per week and source over 600 new agents for new and existing call campaigns• Sourced and implemented an online community site to improve agent engagement and retention

San Francisco, Ca, Us

HireAthena, formerly BackOps, is a back-office solution for startups, deploying experienced accounting and HR professionals working remotely all over the U.S. using a proprietary technology platform.• Initiated customer success programs, processes and practices to manage 40% customer growth• Established account management practices that provided cross-functional support to HR, accounting and finance teams• Built and deployed scalable social networking, recognition and training programs for the distributed workforce• Created a career development model including job levels, compensation structures, certification, and rewards

Acquired by BestBuy in 2013, SupportSpace was a cloud-enabled tech support services provider that provided remote PC support for customers of enterprise clients like Best Buy’s Geek Squad and Microsoft.• Responsible for sourcing, training and workforce management of a nationwide network of more than 2,000 tech support experts• Managed service offerings that resulted in 80% revenue growth YOY• Re-engineered sourcing and onboarding processes to bring on >300 new experts for spike in holiday business• Implemented changes in payment policies that resulted in 10 ppt. margin improvements • Improved abandon rate service levels from >10% to <3%

Scottsdale, Az, Us

• Led the Community Ops team through growth from 2,000 to 20,000 agents• Managed a team of up to 92 employees across workforce management, sourcing, program management, operations and training• Responsible for attaining service levels, conversion rates and call quality that resulted in winning >80% of head-to-head tests vs. competing call centers from 2007 to 2011• Designed processes and led innovations in agent sourcing and workforce management• Launched new outbound, enterprise and licensed insurance business units• Led execution of social media strategies to engage, motivate and retain a distributed contractor workforce

Synapse is a technology-driven partnership marketing company that helps some of the world’s largest consumer brands earn revenue, drive loyalty and acquire new customers.• Led Synapse’s catalog new business acquisition efforts, based on my success leading the execution of the Magazine Direct upsell program for 5 years for their largest client - Victoria’s Secret• Closed 2 new catalog accounts, the first new accounts in Synapse’s catalog channel in over 2 years

Columbus, Ohio, Us

• Opened and staffed the catalog’s first remote call center• Led the sales team in two sites: Kettering, Ohio (500 sales associates) and Columbus, Ohio (200 sales associates)• Leader of a sales site that handled 4.9 million calls in 2002, with abandon rates < 2% and ASA’s < 20 seconds• Developed and executed two 3rd party up-sell programs that generated over $66MM in incremental revenue and $14.8MM in incremental operating income in 2003, up from $5.4MM in 2002• Designed and drove merchandise cross-sell programs that contributed over $11.00 of incremental sales-per-order vs. control group on annual volume of 5.5MM phone orders• Led initiatives that lowered annual associate attrition rate from 112% to 35%• Implemented “Best Customer to Best Agent” Call Routing strategies• Created and led a weekly “Client Intimacy Triangle” meeting with the CEO and VPs of marketing, merchandising and distribution to discuss and take action on trends and issues impacting our clients• Led a team that designed enhancements to the order-entry system resulting in AHT savings of 20 seconds