William Mullen Email & Phone Number

Eatontown, Nj

• Managing the organizations HR, helping and creating organizational and program budgets. • Working with the management team, the position also contributes to the development and implementation of organizational strategies, policies and practices. • Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.• Manage and… Show more • Managing the organizations HR, helping and creating organizational and program budgets. • Working with the management team, the position also contributes to the development and implementation of organizational strategies, policies and practices. • Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.• Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.• Play a significant role in long-term planning, including an initiative geared toward operational excellence.• Oversee overall financial management, planning, systems and controls.• Supervise and coach office manager on a weekly basis.• Increase the effectiveness and efficiency of Support Services through improvements to each function (HR, IT, Finance) as well as coordination and communication between functions.• Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.• Providing consulting services on matters related to fundraising, tax and insurance questions, and business structure and growth.• Organizational Leadership• Contribute to short and long-term organizational planning and strategy as a member of the management team Show less

Tinton Falls, Nj

Direct all operations for 200-seat inbound/outbound call center to ensure attainment of established operating objectives and performance metrics, including customer service standards, lead generation, and data services for diabetic supply companies and financial trading education firms. Develop and implement policies, procedures, and processes for optimal productivity, effectiveness, and profitability. Manage escalated customer complaints and inquiries.Key Achievements:* Doubled sales… Show more Direct all operations for 200-seat inbound/outbound call center to ensure attainment of established operating objectives and performance metrics, including customer service standards, lead generation, and data services for diabetic supply companies and financial trading education firms. Develop and implement policies, procedures, and processes for optimal productivity, effectiveness, and profitability. Manage escalated customer complaints and inquiries.Key Achievements:* Doubled sales per hour (SPH) from 0.75 to 1.5+ regardless of data sets, while cutting payroll costs in half by revamping hiring, training, and coaching processes, restructuring and consolidating staff from 50 to 25 agents, and introducing performance incentives for top ten agents each pay period.* Increased revenue 10-fold from $60 to $600 per qualified lead by developing and deploying cost per lead (CPL) campaign that transitioned into revenue share campaign due to high quality of leads.* Optimized performance by establishing and leveraging formal metrics tracking and reporting system to identify individual strengths and weaknesses, retraining/mentoring where needed, and submitting leads to QA Department for evaluation against 45-point checklist.* Turned around retention rate from 30% voluntary attrition to less than 3%, dramatically improving morale and performance, by implementing employee recognition program, performance incentives, and training.* Rebuilt entire network encompassing reconfiguring and/or replacing VPNs, routers, switches, CRM systems, and ERP programs. Show less

Consulted with multi-facility business operations to bring outsourced telemarketing and eCommerce solutions services back in-house. Built call center infrastructures and departments, integrated systems, established customer service and call center KPIs, wrote policy and procedure manuals, and ensured regulatory compliance.Key Clients: DGA Alarm Systems, Fiji Airlines, New Jersey Law Enforcement Agency, Dublin Firefighters Association, New Zealand Special Olympics, Australia Special… Show more Consulted with multi-facility business operations to bring outsourced telemarketing and eCommerce solutions services back in-house. Built call center infrastructures and departments, integrated systems, established customer service and call center KPIs, wrote policy and procedure manuals, and ensured regulatory compliance.Key Clients: DGA Alarm Systems, Fiji Airlines, New Jersey Law Enforcement Agency, Dublin Firefighters Association, New Zealand Special Olympics, Australia Special Olympics, Ontario Policeman’s Benevolent Association.Key Achievements:* Enabled 30% sales growth for DGA Alarm Systems in Manhattan by building and leading four-person telemarketing team to set sales appointments and generate warm leads for outside sales team. * Saved as much as $1M+ annually for New Zealand Air, while dramatically improving customer service ratings by establishing company-operated 50-seat inbound call center and scaling operation twice to reach 400 seats.* Catapulted New Zealand Special Olympics’ fundraising from $2K+ monthly to $2K weekly by building charity’s first telemarketing call center that grew from 5 to 25 agents.* Contracted to Total Remodeling, Inc. to direct all operations of three outbound call centers focused on qualified lead generation and conversion driving $10M in annual sales. * Optimized call center operations by consolidating three 25-seat call centers into one 100-seat call center. * Eliminated attrition by introducing incentive programs and creating clear career path within call center. Show less

Woodbridge, Nj

Promoted from State Operations Manager (1991-1994) and Call Center Manager (1990-1991) to direct all operations for 35 outbound call centers ranging from 100 to 600 seats each with total of 6,600 telemarketers. Oversaw economic development, site selection, construction, and daily operations. Trained, mentored, and led team of 30+ direct reporting managers and 200 corporate department personnel. Maintained IT database of 180M+ customer names, addresses, phone numbers, and calling/sales… Show more Promoted from State Operations Manager (1991-1994) and Call Center Manager (1990-1991) to direct all operations for 35 outbound call centers ranging from 100 to 600 seats each with total of 6,600 telemarketers. Oversaw economic development, site selection, construction, and daily operations. Trained, mentored, and led team of 30+ direct reporting managers and 200 corporate department personnel. Maintained IT database of 180M+ customer names, addresses, phone numbers, and calling/sales histories. Managed $1.2M department budget. Key Achievements:* Played vital role in expanding company from 5 offices and 400 employees to 35 offices and 6,600 telemarketers by establishing replicable corporate policies, standard operating procedures, and HR function, as well as aggressively pursuing economic development opportunities, building call centers at no cost in 12 states.* Drove generation of $800M in annual sales (donations) with 8% profit margins by instituting database-driven approach to outbound calls. Show less

Managed five Call Centers along with establishing and monitoring of all budgets, goals and the performance of all representative and support staff.Authored Employee Manual for use in all offices and built an infrastructure at each site to support and monitor workflow and facilitate company expansion.Formed necessary corporate-level Departments to help facilitate future growth including Human Resources, recruiting and regulatory compliance.

Bachelor Of Science Degree, Business Administration

Bachelor Of Science, Business Administration