Michael C.

Replogle
417/848-1730 * 8940 South Darlington Avenue Tulsa, OK 74137 * mr607b58@we
stpost.net
Executive Vice President who has successfully driven call center performance and
productivity for more than 20 years as a cost-containment and customer service
strategist in such companies as JP Morgan Chase, USAA and Metris Companies. Un
iquely talented in identifying strategic growth opportunities, negotiating partn
erships, and executing corporate-based initiatives that lead to shareholder valu
e and profits and satisfied staff within financial services, BPO and retail call
center and collections operations.
AREAS OF EXPERTISE
Workforce Management Performance Management Financial Management
Training & Development Staffing & Recruitment Employee Relations
Start-up & Turnaround Post-M&A Integration Budget Optimization
PROFESSIONAL EXPERIENCE
PRC, LLC, Colorado Springs, CO 2009 - 2010
Vice President - BPO Operations
* Oversaw multi-site sales and inbound operations including +1,000 employees sup
porting largest corporate client
* Managed $40MM P&L, along with MIS data gathering, analysis and application
* Managed resources, staff development, scheduling, salaries, and ensured SOP-co
mpliant disciplinary processes and procedures
SELECT ACCOMPLISHMENTS
* Led organization to beat top competitor for 3 consecutive months after 1st 30
days with company
* Increased enterprise schedule adherence from 60% to 81% and attendance from 65
% to 80% within 1st 90 days
* Increased Billing Utilization from 85% to 91%
JP Morgan Chase Card Services, Springfield, MO 2006 - 2009
Vice President/Center Manager
* Maintained as Senior VP of Springfield Regional Operations site direct reporti
ng responsibility for +1,600 employees, overseeing daily operations, budget, ser
vice administration and strategic planning for $60 million customer service cent
er
* Oversaw management, coordination and maintenance of major credit card operatio
ns segment including sales, service, enhanced services, loyalty services and we
b support
* Assisted in the formulation, recommendation and implementation of operations p
olicies, directing the assessment and establishment of new and revised systems,
procedures, methods and forms
* Directed cross-site function project leadership throughout multi-site enterpri
se
* Ensured optimum HR relations through performance management, career planning &
development, personnel policy compliance and site communication, and participat
ed in appraisals, promotions, salary recommendations, and terminations
* Coached and developed management team in their staff development, MIS analysis
and application, call center management, scheduling, resource management, salar
y planning and administration, and disciplinary processes
* Promoted Center-wide quality customer service for the approximately 1.3MM call
s/month by troubleshooting complicated and non-routine activities and partnering
to drive performance and achieve productivity, quality, and cost objectives
SELECT ACCOMPLISHMENTS
* Increased annualized retention from 53% to 72%, creating savings of $2MM annua
lly in hiring and talent acquisition costs
* Introduced unprecedented sourcing strategy that increased hiring fill rate fro
m 73% in 2007 to 96 / 99% for 2008 / 2009 respectively through a deep dive model
that analyzed attrition, sourcing strategies and recruiting methodologies
* Led the only card division site to add FTE and lines of business in 2008 and 2
009
* Developed Chase Community Outreach Model corporate citizenship program, increa
sing employee community involvement from 1,700 to 13,297 hours in 1 year, ultima
tely leading to "Best Company & Best Call Center" to work for recognition
* Serviced and managed United Airlines relationship, Card Services largest and m
ost profitable partner, while also supporting Disney, AARP, Amazon.com, and appr
oximately 800 other partners
* Named President Elect for the Foundation of Springfield Public Schools mid-fir
st term
* Requested to give United Way 2009 annual meeting Key Note speech, as well as s
erve 2nd term on Board of Directors
* Named Springfield Business Journal's 2008 Employer of Choice (301+ employees)
* Recognized as Fundraising Professionals Philanthropic Corporation of the Year
2008

1-800 Flowers.com, Oklahoma & Ohio 2004 - 2006

Call Center Site Director
* Directed as senior site member the full capability, functionality, and perform
ance of a 24x7 700 FTE call center in Oklahoma and 200 FTE center in Ohio, handl
ing customer requests via telephone, e-mail and chat
* Optimized the call center's role as an asset playing an integral part in deter
mining and reaching organizational goals
* Defined and directed call center activities to manage daily operations in orde
r to meet broad reaching call center performance related goals at the center, pr
ocess, and individual level
SELECT ACCOMPLISHMENTS
* Increased deferred workload productivity by 22%
* Increased up-sale rates by 150% in first 60 days of taking over the site (OH)
* Increased sales conversion metrics with shared workforce partner by 25%, ultim
ately saving key client relationship
* Improved employee retention by more than 50% within 1st year of taking over (O
K)
* Improved average order size on inbound sales channels by 20% (OK)
* Cut operational costs 35% by decreasing attrition and minimizing variable labo
r costs associated with project time (OK)
* Increased add-on sales 25% 1st 60 days and 35% 1st 90 days, breaking all track
ed records in 25 years of brand's existence (OH)
* Integrated newly acquired Cheryl & Company brand, and grew 18F brand in new si
te to the highest performing site in terms of average order size / dollars per s
ale in the enterprise
* Received 2006 ICM Global Call Center of the Year Award - Large Center Category
New Beginning Mortgage Corp, Tulsa, OK 2002 - 2004
Director - Call Center Operations
* Hired to assist in sub-prime mortgage center start-up
* Doubled monthly revenue in fees within first 60 days of running inbound call c
enter operations
Metris Companies, Tulsa, OK 1995 - 2000
Vice President - Call Center Operations
* Hired to partner in the start-up and development of Fingerhut Financial Servic
es
* Co-led 1996 IPO and subsequent Metris Companies conversion, ultimately becomin
g 10th largest credit card issuer in the U.S.
* Built multi-site virtual call center and back-office operations, including bac
k-office chargeback department
* Implemented WFM (TCS) and call routing (Geotel) software to improve forecastin
g, scheduling and metric objective achievement, leading all phases from RFP to i
mplementation
* Conducted due diligence for 2 major portfolio acquisitions and led team throug
h subsequent TSYS to FDR system conversions
SELECT ACCOMPLISHMENTS
* Revised VRU format to save $750K in 9 months
* Discovered and recovered a $225K vendor billing error
* Maintained consistent rate of retention, meeting or exceeding 85% on annualize
d basis for 5 consecutive years
* Received MasterCard International most efficient chargeback department annual
award - small issuer division
USAA FSB, San Antonio, TX 1986 - 1995
Director - Call Center Operations
EDUCATION
Northeastern State University - Tahlequah, Oklahoma - Business Administration
Tulsa Community College - Tulsa, Oklahoma - A. A. Business Administration
CIVIC / COMMUNITY INVOLVEMENT
United Way of the Ozarks Board of Directors
Foundation for Springfield Public Schools Board of Directors - President Elect
Springfield Area Chamber of Commerce Board of Directors
Springfield Business Development Corporation Board of Directors
Habitat for Humanity Development Committee
Red Wagon Kids - Mayors Commission on Children Business Sub-Committee
United Way of the Ozarks Grants and Allocation Committee