4027 E Towne  Mesquite, TX 75150  dwoolison@sbcglobal.net  (214) 695-0682

Talented Director with 15+ years experience managing multi-functional business units, Inbound/Outbound Customer Service, Helpdesk, Internal Support, and Order Processing





13+ years experience with a Fortune 500 company; progressive career managing customer operations with multifunctional teams including customer service, sales support, collections, order entry/processing, service delivery, and product/application helpdesk. Exceptional workflow management skills; hand-picked to manage test products, specialty teams, and non-phone related activities requiring development of processes, reporting, training, and KPIs. Skillful at designing automation and project management; drove the development and implementation of an IVR (integrated Voice Response) application and capitalized on the technology to improvise a predictive dialer via an IVR module reducing annual operating costs an estimated $250K and adding $4M in revenue. First class mentor, visionary leader that embraces company values, inspires teamwork, ownership and employee loyalty by soliciting ideas, implementing those which add value, and turning vision into reality. Valuable experience in centralizing business units, repairing perception of support teams, accelerating performance, and merging legacy products/systems into existing service models. Instilled the importance in giving the sales organization priority support to increase customer satisfaction, enhance teamwork, value and confidence in the support center. Outstanding communication skills; strong background in training and development with exceptional product/application knowledge, trouble shooting, and problem solving skills. Loyal employee and valued member of the leadership team; typically play the SME role, admired for knowledge and perseverance, and appreciated for sense of humor during times of stress.

Team Building and Leadership
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Provided superior leadership and guidance to multi-functional organizations with up to 125 employees. Recognized unknown talent and abilities in many employees and mentored them to achieve next career level; assigned projects to enhance skills, provide experience, and increase visibility. Created or enhanced business units; hired staff, created processes, KPIs, and training/quality programs. Strategically managed workflow for multi-functional organizations consisting of inbound, outbound, order entry/processing, back office, sales support, account management, service delivery, training, and quality. Designed application to monitor and track work distribution, metrics, and individual performance, of non-phone activities. Activities included customer correspondence, back office, and executive escalations. Resolved workflow backlogs in excess of 250K and implemented controls to prevent future occurrences.

Workflow Management

DARRELL WOOLISON  dwoolison@sbcglobal.net  (214) 695-0682  Page 2

Customer and Sales Support

Implemented a support helpdesk and revenue assurance team which serviced a sales division with over 500 sales reps; improved rejected orders by 23%, install ratio by 36% and received top support award. Pioneered the use of call center technology in the corporate relocation industry; overcame resistance with aggressive metrics and cross training; reduced order SLAs by 50%; won support from internal sales team. Implemented the account manager position; created strong relationships with key accounts, bridged communication with internal sales team and reduced peak cancellations by 90%. Designed and implemented an inbound IVR application reducing calls by 10%. Created an improvised predictive dialer which reduced sales to book timeframe by 50%. Took point on projects involving the implementation of applications including Siebel and SAP. Implemented new technology which assigned non phone activities, personalized automated notifications, provided document retention, and improved average response time by 28%. Cross-trained back office teams to support inbound calls during peak periods maintaining a 1% ABA. Streamlined processes and utilized technology to reduce or eliminated repetitive activities Created and trained programs for customer service, outbound sales, helpdesk, and credit/collections Designed call flows, quality programs, attendance guidelines, management presentations, business cases Led technical projects and took ownership of designing system requirements, business rules, technology requirements and call and IVR flows, and communication.

Continuous Improvement
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Training and Business Development
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DIRECTOR, CUSTOMER SERVICE DAS Auto Shippers CUSTOMER RELATIONS MANAGER DAS Auto Shippers SR. MANAGER, SERVICE DELIVERY MCI Telecommunications MANAGER III, COLLECTIONS MCI Telecommunications MANAGER II, CUSTOMER SERVICE MCI Telecommunications MANAGER I, CUSTOMER SERVICE MCI Telecommunications VARIOUS – PROGRESSIVE MCI Telecommunications Mar 2007 – Present Mesquite, TX Apr 2005 – Mar 2007 Mesquite, TX Jul 2003 – Sep 2004 Austin, TX Jun 2001 – Jul 2003 Richardson, TX Jan 2000 – Jun 2001 Dallas, TX Nov 1998 - Jan 2000 Dallas, TX Sep 1991 – Nov 1998 Iowa City, IA & Dallas, TX