Harold M. Clay Jr.
9726 Discovery Drive * Converse, TX 78109 * [Send email to request phone number] 82-2250 *
Objective: Executive-Level Management
Strategic leader offering 16+ years of experience spearheading and administering
operations within multimillion-dollar organizations. Achieves enhancements in
organizational performance with the introduction of strategic plans, training
programs, operational policies and procedures, and quality assurance functions.
Provides personnel with the mentoring, management, and motivation to achieve
business growth.
Areas of Expertise:
* Resources Management
* Personnel Training
* Client Relations
* Expense Control
* Financial Analysis
* Operations Management
* P&L Administration
* Sales Development
* Strategic Planning
* Implementation
* Team Facilitation
* Training/Development
Selected Highlights
* Successfully increased client profits and cash flow through implementation
control reporting and cash flow analysis.
* Achieved the standardization of quality assurance and customer service
procedures, resulting in a 150% reduction in customer complaints.
* Introduced a highly effective operational strategy focused on combining
inbound and outbound capabilities into all sales agents. In addition, established
the first bilingual operation in the company.
* Ensured high levels of call quality, sales performance, profitability,
personnel efficiency, customer service, and resources management through the
careful monitoring of operational performance.
* Created staffing plans and forecasts as well as implemented vendor and
in-house monitoring programs that increased overall performance.
Professional History
Redcats USA, Director, Sales and Support 2008 - Present
* Directs and oversees the contact center's sales and customer service
policies, objectives, and initiatives. Works closely with the Training Manager to
create sales and service training. Leads efforts to maximize sales efforts and
customer satisfaction.
* Directed sales teams in two contact centers to increase overall add-on sales
performance by 19.9% from last year, and up 12.1% to current year budget.
* Decreased customer service operational costs 11.5%, while reducing Customer
Service adjustments expenses 16.6%.
* Reduced cost per contact in the contact center 5.9% and improved service
level call abandon rates by 21%.
* Reduced new hire attrition by 59.5% and overall associate absenteeism by
17.5%.
* New hire initial 90 day sales performance increased by 26.2%.
H&R Block, District Manager (in Training) 2007 - 2008
* Assisted the District Manager in the management and supervision of the
district through establishing and maintaining offices, hiring, training and
evaluating district tax professionals.
* Shares responsibility with the District Manager to ensure that policies and
procedures are followed in each supervised office to ensure client satisfaction
through a consistent positive experience.
Resume Continues...
Client Service Center Supervisor 2006-2007
* Provided onsite management for a blended client customer service center.
Duties included resolving escalated customer service issues, hiring, training,
and scheduling client service specialists, tracking client care specialist
performance.
* Directed the appointment schedules for all tax professionals in assigned
areas which included the Austin and San Antonio metro areas, Laredo, and north
Houston.
The SCOOTER Store, Customer Care Manager 2004-2006
* Provided call center operations expertise to an inbound customer service
center. Duties included the administration of all call center metrics,
implementation of quality control, sales support, measuring marketing efforts,
and customer escalation resolution.
* Developed unified operational systems to make service center more efficient.
International Profit Associates, Senior Business Analyst 2003-2004
* Provided business analysis operations to small/medium-sized companies focused
on quantitative and qualitative reviews. Duties included the administration of
operations, overhead/burden rations, cash flow, financial controls, productivity,
material costs/flow, sales, and marketing reporting.
* Reduced unnecessary duplication efforts by increasing operational
efficiency.
West Corporation, Director of Site Operations 1999-2003
* Coordinated the operations of a bilingual blended call center with 1,100
personnel, including staff training, supervision, and evaluation.
* Served an instrumental role in establishing a facility into top ranking among
18 sites, achieving overall growth into the most profitable business unit
company-wide.
Consumer Action Center LLC, Vice President of Customer Service and QA 1997-1999
* Directed operations within a $30M inbound call center, including outbound
telemarketing sales, training, monitoring, customer service, and member
services/support. Duties included the coordination of front-end marketing
methodologies with back-end fulfillment.
* Led 24 third-party vendors responsible for outbound as well as direct mail
sales functions.
* Managed the hiring, training, and staffing of customer service, member
support, and member services divisions.
* Generated customer service policies/procedures on business cancellations and
refunds.
Sandra Steen & Associates, Consultant 1996-1997
* Provided the administration and management of consulting, sales, billing,
training, and need analysis operations.
* Led the firm's marketing and sales efforts, generating over 50% of company
revenues.
* Performed Fortune 1000 training needs assessments, recommending improvements
in human resources operations.
* Worked with senior executives in contract negotiations, performance
assessments, and business consultation.
White House Presidential Campaign, Advance Staff Specialist 1996
United States Air Force-30th Communication Squadron, Unit Quality Advisor
1993-1995
Education
Bachelor of Arts in Political Science University of Texas at San Antonio
Academic Instructor Ira C. Eaker School for Professional Development
Quality Air Force Instructor Air Force Quality Institute
Spanish Coursework Universidad Autonomo de Guadalajara
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