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KEITH R. HENDERSON 1601 Enclave Court * Southlake, Texas 76092 * (817) 329-6424 (h) * (214) 808-02 23 (c) * [email protected] SENIOR VICE PRESIDENT Innovative, profit-oriented Senior Vice President with demonstrated success in i ncreasing revenues, market share, and earnings, achieving significant cost reduc tions, and improving client satisfaction in customer-facing operations and large , diverse organizations despite challenging economic environments. Experienced i n management and implementation of complex corporate acquisition initiatives and successful organizational integrations. Talent for understanding competitive landscape, conducting research, and alignin g customer expectations with product and service offerings, translating to highe r customer satisfaction, lower operational costs and increased profits. Reputati on as a change agent with the ability to analyze and dissect issues, and devise / implement continuous process improvements and business process outsourcing ini tiatives to respond rapidly to market changes, increase efficiency, streamline o perations, and decrease expenses with limited resources. Innate ability to build , lead, empower, and retain key teams of employees with an entrepreneurial attit ude and a focus on achieving corporate goals and objectives. Areas of Expertise * Operations Leadership* Contact / Call Center Expertise* Revenue / Market Share Increases* Positive EBITDA / Earnings Impact* Cost Control / Reduction * Operat ional / Personnel Efficiency Improvement* Voice of the Customer Focus * Fiscal M anagement / P&L Accountability* Domestic / International Business Process Outsou rcing* Continuous Process Improvement* Organizational Reorganization* Retail / S MB Product & Service Delivery* Technology Introduction / Enhancement* Internal C ontrol Improvement PROFESSIONAL EXPERIENCE EXCEL TELECOMMUNICATIONS - Dallas, TX 2002-Present Senior Vice President - Residential and Small Business Markets Engaged by CEO of VarTec Telecom subsequent to merger with Excel Telecommunicati ons to identify and incorporate best practices of both customer service organiza tions, integrate employees, and conjoin two contrasting cultures to ensure seaml ess transition of operations. Hold full P&L accountability and revenue growth en hancement for $120 million residential and small commercial division servicing 5 95,000 customers. Develop and incorporate pricing, sales and sales channel creation, product devel opment, customer service, product provisioning, cost reduction, collections, and technology strategies. Facilitate delivery of end-to-end customer experience, i ncluding inbound / outbound customer service, receivables / collections, and net work repair operations by more than 2,400 employees. Orchestrate the management of employees in 7 domestic and international location s. Analyze operations and competitive landscape, conduct market research, and in corporate business process improvement methodologies to provide enhanced service at lower costs. Selected accomplishments: * Saved $58 million by incorporating continuous process improvement, business pr ocess outsourcing, and cost reduction strategies, including analyzing existing U S-based call center operations, determining facility closures / consolidations, and outsourcing operations to global locations in the United States, Canada, Ind ia, Colombia, Mexico, St. Kitts, and the Philippines. * Generated $10 million in additional incremental revenue and $14 million in inc remental EBITDA in 2009 despite challenging economic conditions by devising meth ods to manage customer attrition. * Reduced bad debt 51.1% in seven months, which resulted in an $18 million impac t to cash and revenues by managing the Receivables Management / Collections orga nization in the US and offshore, utilizing outbound (predictive dialer) and inbo und technologies (IVR, ACD, network blocking). * Renegotiated contracts with outsourced companies, which reduced contracted hou
rly rates 53% since 2002, achieving cost savings of $1.69 million. * Acquired 3,500 new customers and realized $480,000 in incremental revenue in 2 010 by building and introducing new international calling plan product in a 60-d ay timeframe without additional costs to the company. * Improved customer service levels 10% despite decreased workforce, eliminated d efect and rework, and reduced redundant calls by implementing enhanced call hand ling processes, including IP-based, hosted ACD and IVR applications, incorporati ng an international CRM solution, and creating employee motivation, training and development programs. Continued... FRONTIER COMMUNICATION (formerly Citizen's Communication) - Plano, TX 1997-2002 Vice President - Operations / Customer Service (1997-2002) Tapped by senior executives to direct and restructure the overall operations man agement, sales, and customer relations functions to achieve higher service level s, increase sales, and improve profitability. Oversaw 7 Inbound / Outbound Call, Collection, Operator Services, and Plant Service Centers in six locations throu ghout the United States, which served both ILEC and Long Distance/CLEC customers Administered a $25 million operations budget and supervised 700+ employees. Devi sed and implemented processes, procedures, systems, and internal controls. Manag ed the Network Operations Center (7x24 Network and fraud surveillance), national E911/Nuisance Call Bureau, Interexchange Carrier Service Center, Access Enginee ring, and Network Cost Management organizations. Selected accomplishments: * Catapulted special services product group revenues to $360 million annually (4 0% of total sector revenues), reduced installation time from 30+ to an average 1 0 days, and realized 85% improvement in network cost efficiencies and provisioni ng intervals of special access services (T-1, Digital Services, Frame Relay / AT M, etc.). * Created and executed strategies to achieve $10 million in incremental sales to new and existing customers. * Improved work force utilization 14%, increased service levels 9.8%, and reduce d headcount by centralizing mission control operations, which oversaw handling, routing, and work force scheduling for all centers in the customer service platf orm. * Realized savings of approximately $136,000 annually, reduced inbound calls, an d decreased potential bad debt by incorporating enhanced billing capabilities, w hich allowed 570,000 customers to review statements, check balances, and pay inv oices online. * Decreased employee attrition from 30% to less than 5%, enhanced productivity a nd employee performance / morale by introducing incentive-based sales compensati on plans. * Devised and rolled out quality improvement, process analysis, and manpower pla nning programs, in addition to creating performance metrics models utilizing sta tistical process control models and developing standard operating procedures, wh ich resulted in adoption throughout all call / collection center operations. Vice President - New Business Acquisition Operations (2000-2002) Recruited to spearhead the assimilation of newly acquired Qwest and Verizon prop erties, which encompassed transitioning 3500 employees, conducting technology du e diligence for integration of approximately 2 million access lines to ensure op erability, and ensuring zero downtime during cutover. Developed and incorporated solid processes for new technology incorporation, project management, billing p rocedures, manpower planning, and employee compensation. Administered a $100+ mi llion annual expense budget and managed 210 employees. Selected accomplishments: * Instrumental in the rescission of company's $1.65 billion offer to purchase 57 0,000 access lines from Qwest subsequent to performing comprehensive due diligen ce and identifying significant challenges with physical assets and related recor ds.
* Orchestrated acquisition and on-time / on-budget installation of $1.6 million in advanced call center communication's technologies, including ACD, IVR/VRU, CT I, work force management, and predictive dialer applications. Oversaw training o f 700+ employees in 5 customer service and collections call centers across the n ation. SPRINT CORPORATION - Dallas, TX 1989-1997 General Manager - Receivables Management/Fraud (1991-1997) Promoted to lead the inbound / outbound receivables management, collections, cus tomer service, risk management, and customer service functions for 1.5 million a ccounts throughout the U.S. Facilitated the management of 100,000 customer inqui ries and 95,000 fraud / bad debt investigations on a monthly basis. Analyzed cor e-operating functions and implemented processes / procedures to reduce costs, im prove service, and increase bottom-line profitability. Administered a $5 million budget with 7 management-level employees and 140 indirect reports. Selected accomplishments: * Increased productivity 100% and reduced headcount costs 25% in a one-year time frame by researching and implementing new communications and productivity system s, including outbound predictive dialers and ACD technologies. * Averted $250 million in potential long distance bad debt and consistently main tained minimal levels of write-offs for 5 consecutive years by implementing an e arly-warning, fraud-detection risk management system. * Championed the introduction of business process improvement and quality measur ements to enhance the entire operation, which resulted in achieving the highest rating on management evaluation survey for employee morale and satisfaction. Continued... Manager - Budget Administration (1989-1991) Charged with internal control, reporting, and analysis functions, in addition to oversight of $25 million in annual expenditures, including capital, expenses, f acilities, and headcount costs for the Customer Service Group. Directed work eff orts of 6-member finance team (analyst / administration personnel). Selected accomplishments: * Reduced budget variance from 23% to 3.5% and improved budget development accur acy through enhanced predictive capabilities by devising capital / expense budge ting procedures, introducing automated forecasting tools, and incorporating impr oved statistical process controls / accountability programs from previous manual system. SOUTHWESTERN BELL TELEPHONE COMPANY - Dallas, TX 1981-1989 Assistant Manager - User Administration Assistant Manager - Customer Invoice Mailing Operations Assistant Staff Manager - Comptroller Operations Assistant Manager - Centralized Mail Remittance EDUCATIONAL BACKGROUND Master of Science in Management & Administration * University of Texas at Dallas (1981) Bachelor of Science in Management & Administration * University of Texas at Dall as (1980)
rly rates 53% since 2002, achieving cost savings of $1.69 million. * Acquired 3,500 new customers and realized $480,000 in incremental revenue in 2 010 by building and introducing new international calling plan product in a 60-d ay timeframe without additional costs to the company. * Improved customer service levels 10% despite decreased workforce, eliminated d efect and rework, and reduced redundant calls by implementing enhanced call hand ling processes, including IP-based, hosted ACD and IVR applications, incorporati ng an international CRM solution, and creating employee motivation, training and development programs. Continued... FRONTIER COMMUNICATION (formerly Citizen's Communication) - Plano, TX 1997-2002 Vice President - Operations / Customer Service (1997-2002) Tapped by senior executives to direct and restructure the overall operations man agement, sales, and customer relations functions to achieve higher service level s, increase sales, and improve profitability. Oversaw 7 Inbound / Outbound Call, Collection, Operator Services, and Plant Service Centers in six locations throu ghout the United States, which served both ILEC and Long Distance/CLEC customers Administered a $25 million operations budget and supervised 700+ employees. Devi sed and implemented processes, procedures, systems, and internal controls. Manag ed the Network Operations Center (7x24 Network and fraud surveillance), national E911/Nuisance Call Bureau, Interexchange Carrier Service Center, Access Enginee ring, and Network Cost Management organizations. Selected accomplishments: * Catapulted special services product group revenues to $360 million annually (4 0% of total sector revenues), reduced installation time from 30+ to an average 1 0 days, and realized 85% improvement in network cost efficiencies and provisioni ng intervals of special access services (T-1, Digital Services, Frame Relay / AT M, etc.). * Created and executed strategies to achieve $10 million in incremental sales to new and existing customers. * Improved work force utilization 14%, increased service levels 9.8%, and reduce d headcount by centralizing mission control operations, which oversaw handling, routing, and work force scheduling for all centers in the customer service platf orm. * Realized savings of approximately $136,000 annually, reduced inbound calls, an d decreased potential bad debt by incorporating enhanced billing capabilities, w hich allowed 570,000 customers to review statements, check balances, and pay inv oices online. * Decreased employee attrition from 30% to less than 5%, enhanced productivity a nd employee performance / morale by introducing incentive-based sales compensati on plans. * Devised and rolled out quality improvement, process analysis, and manpower pla nning programs, in addition to creating performance metrics models utilizing sta tistical process control models and developing standard operating procedures, wh ich resulted in adoption throughout all call / collection center operations. Vice President - New Business Acquisition Operations (2000-2002) Recruited to spearhead the assimilation of newly acquired Qwest and Verizon prop erties, which encompassed transitioning 3500 employees, conducting technology du e diligence for integration of approximately 2 million access lines to ensure op erability, and ensuring zero downtime during cutover. Developed and incorporated solid processes for new technology incorporation, project management, billing p rocedures, manpower planning, and employee compensation. Administered a $100+ mi llion annual expense budget and managed 210 employees. Selected accomplishments: * Instrumental in the rescission of company's $1.65 billion offer to purchase 57 0,000 access lines from Qwest subsequent to performing comprehensive due diligen ce and identifying significant challenges with physical assets and related recor ds.
* Orchestrated acquisition and on-time / on-budget installation of $1.6 million in advanced call center communication's technologies, including ACD, IVR/VRU, CT I, work force management, and predictive dialer applications. Oversaw training o f 700+ employees in 5 customer service and collections call centers across the n ation. SPRINT CORPORATION - Dallas, TX 1989-1997 General Manager - Receivables Management/Fraud (1991-1997) Promoted to lead the inbound / outbound receivables management, collections, cus tomer service, risk management, and customer service functions for 1.5 million a ccounts throughout the U.S. Facilitated the management of 100,000 customer inqui ries and 95,000 fraud / bad debt investigations on a monthly basis. Analyzed cor e-operating functions and implemented processes / procedures to reduce costs, im prove service, and increase bottom-line profitability. Administered a $5 million budget with 7 management-level employees and 140 indirect reports. Selected accomplishments: * Increased productivity 100% and reduced headcount costs 25% in a one-year time frame by researching and implementing new communications and productivity system s, including outbound predictive dialers and ACD technologies. * Averted $250 million in potential long distance bad debt and consistently main tained minimal levels of write-offs for 5 consecutive years by implementing an e arly-warning, fraud-detection risk management system. * Championed the introduction of business process improvement and quality measur ements to enhance the entire operation, which resulted in achieving the highest rating on management evaluation survey for employee morale and satisfaction. Continued... Manager - Budget Administration (1989-1991) Charged with internal control, reporting, and analysis functions, in addition to oversight of $25 million in annual expenditures, including capital, expenses, f acilities, and headcount costs for the Customer Service Group. Directed work eff orts of 6-member finance team (analyst / administration personnel). Selected accomplishments: * Reduced budget variance from 23% to 3.5% and improved budget development accur acy through enhanced predictive capabilities by devising capital / expense budge ting procedures, introducing automated forecasting tools, and incorporating impr oved statistical process controls / accountability programs from previous manual system. SOUTHWESTERN BELL TELEPHONE COMPANY - Dallas, TX 1981-1989 Assistant Manager - User Administration Assistant Manager - Customer Invoice Mailing Operations Assistant Staff Manager - Comptroller Operations Assistant Manager - Centralized Mail Remittance EDUCATIONAL BACKGROUND Master of Science in Management & Administration * University of Texas at Dallas (1981) Bachelor of Science in Management & Administration * University of Texas at Dall as (1980)
