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.

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.
• 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

• 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.
• 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.
• 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%