CHRISTAL CONE

10161 South Shadow Circle, Olathe, KS 66061 * Phone: 913.731.5398 * Email: cc7a8
bec@westpost.net
SENIOR-LEVEL CUSTOMER CONTACT & OPERATIONS MANAGEMENT EXECUTIVE
Forward-thinking and challenge-driven executive with a progressive and accompli
shed background within the customer contact center environment. Successful in de
veloping and deploying programs and operating guidelines to drive corporate prof
itability and enhance service delivery. Hands-on and quality-focused leader infl
uential in stimulating organizational growth and operational efficiency through
motivating cross-functional teams to consistently exceed performance standards.
* A Certified Project Management Professional (PMP(R)), excels in identifying op
portunities for operational improvement and devising strategic solutions to enha
nce productivity, employee engagement, and customer retention.
* Proven success in orchestrating domestic and international call center launche
s, from the ground up and within existing facilities; adept in managing multiple
high-priority initiatives simultaneously and delivering to aggressive deadlines
.
* Excels in a challenging & dynamic environments; experience working in entrepre
neurial environments as well as large heavily-matrixed organizations.
Key Professional Strengths:
* Leadership Training & Development * Large-Scale Change Management * Internati
onal & Domestic Business
* Vendor Selection & Management * Metrics-Based Performance Analysis * Budget/F
iscal/P&L Responsibility
* Multi-Site Service Management * Strategic Planning & Execution * Process & Pr
ogram Development
* Resource & Personnel Allocation * Multi-level Communications * Statistical &
Narrative Analysis

PROFESSIONAL EXPERIENCE & ACHIEVEMENTS

NCO, Lenexa, KS * 2009-Present
Director - Call Center Operations
* Initiated a comprehensive recovery program which included all fundamental oper
ations from recruiting, performance expectation communications, training, and re
porting; result was 12 months of continuous and sustained operational improvemen
t.
* Challenged with designing strategies to improve contact center performance and
productivity; implemented initiatives resulting in sustained progress and subst
antial operational turn-around.
* Developed a top-performing team, highly-competitive within the market; collabo
rated with centralized resources (internal/client/vendor) to create an integrate
d management team thus improving communication, teamwork, and productivity.
* Successfully managed a seasonal growth program for 4 retail merchants; maintai
ned optimal performance to client contractual obligations through periods of sig
nificant growth.
South West Water Company, Houston, TX * 2008-2009
Director - Call Center Operations
* Introduced and implemented traditional call center metrics with tiered goals a
nd objectives, dramatically improving overall functioning; monitored percentage
of calls answered, average speed of answer, average handle time, schedule adhere
nce, and call quality.
* Identified and launched an on-line reference tool providing a single repositor
y for procedural documents, flash notifications, and center-wide event details;
resulted in streamlined and enhanced corporate communications.
IBM, Lenexa, KS * 2004-2007
Senior Call Center Migration Manager
(Position migrated from Sprint PCS in IBM's acquisition of the Sprint PCS contr
act)
* Successfully launched 15 vendor-owned call centers in 4 countries within 17 mo
nths; project was completed on-time and within budget.
* Established, executed, and led a world-class contact center deployment process
from inception through the successful transition of 9,000+ representatives to g
lobally vended sites.
* Developed and implemented the Call Center Migration Guide which included call
center location identification, evaluation, technical and operational implementa
tion plans, and post launch certification standards.

CHRISTAL CONE
Resume, Page 2
Sprint PCS, Overland Park, KS * 1997-2004
Director - Project Management Office
* Designed, staffed and launched the Program Management Office (PMO) within Spri
nt PCS's customer care organization; streamlined operations through providing ce
ntralized project prioritization, leadership, and process governance.
* Established project testing procedures and release acceptance standards result
ing in improved post-implementation system availability by over 65%.
Director - Lawrence Kansas Call Center
* Managed all aspects of the Sprint PCS acquisition of an established vendor cal
l center; oversaw the facility renovation and expansion and led recruitment/hiri
ng efforts; directed staff/leadership training programs and orchestrated a succe
ssful launch.
* This center ranked #1 in Customer Satisfaction among all Sprint PCS call cente
rs after only 3 months of operation.
* Developed the customer service representative (CSR) staff from 165 associates
to 325 within the first 6 months; improved the cost per call and maximized inve
stment opportunity.
Director - Vendor Call Center Operations
* Launched the first international customer care call centers located in India,
Mexico, and Puerto Rico; launching off-shore operations resulted in bottom-line
savings of $53M in the first 6 months of production.
* Managed all customer care call center vendor relationships/contracts; primary
focus on partnership, performance, and profitability.
Call Center Operations Senior Manager
* Aggressively audited and managed outstanding vendor invoices in excess of $79.
5M; imposed over $523K in financial penalties thorough implementing strict contr
actual enforcements.
* Oversaw the decommission of 3 call center vendor relationships while maintaini
ng primary focus on performance and Sprint PCS asset recovery.
* Integral participant on multiple cross-functional teams leading enterprise eff
iciency improvements; member of the Productivity Task Force, Deactivation Report
ing, Wrap and Hold Time Improvement Initiative, and Adjustment Hierarchy reporti
ng.
Call Center Vendor Project Manager
* Cultivated and maintained an effective partnership with a leader in global out
sourcing; managed 50% of customer care call volume at multiple locations.
* Managed the vendor partnership to ensure optimal contractual performance level
s; evolved Sprint PCS key performance indicators (KPI's) and maintained focused
on continuous improvement initiatives.
Relevant Experience Prior to 1997:
AT&T, Kansas City, MO, Call Center Manager
EDUCATIONAL QUALIFICATIONS
Baker University, Baldwin City, KS
Master of Business Administration (MBA), 1994
University of Missouri, Kansas City
Bachelor of Arts (BA)
Project Management Professional (PMP(R))
Certification, 2004