PLEASE DO NOT CONTACT ME FOR COMMISSION ONLY POSITIONS

ROBERT A. CERVELLI
105 Glenside Lane * Johns Creek, Georgia 30097 * (404) 408-3512 * bcc20c56@westp
ost.net
SENIOR EXECUTIVE OF BUSINESS OPERATIONS AND CALL CENTER INITIATIVES

EXECUTIVE PROFILE
Results-driven, strategic thinking executive with an exemplary record of leading
company start-ups and restructurings including multi-functional call center ope
rations within the financial and professional services industry. Recognized for
establishing vision and strategy resulting in multi-million dollar revenue grow
th. Accomplished at deploying cost reduction approaches, implementing solutions
to streamline organizations, and consolidating functions from multiple companies
. A change leader and innovator, coupled with an entrepreneurial spirit, sense o
f urgency, and ability to "think out of the box" mentality.
NOTABLE CONTRIBUTIONS
* Developed and executed a business plan for a startup company that was sold for
over $100M within a three year period.
* Turned around a failing company into a profitable endeavor and positioned it f
or a profitable sale.
* Served as a key player in leading mergers and acquisitions, which significantl
y showed multi-million dollar growth/gains, resulting in a company going public
* Turned around a non productive sales operation, revamped and changed departmen
t which then started producing record breaking sales for the company.
* Development of the call center industry's first 24/7/365 automated, customer,
interactive, payment processing module.
CORE LEADERSHIP COMPETENCIES
Start-up and Multi-Site Management * Customer Service * Collections/Risk Managem
ent * Facilities Planning/Execution * Offshore and Outsourced Management * Sy
stem Design/Application * Sales and Marketing * Business Plan Development and Ex
ecution * Positioning a Company for Expanding Growth * Developing and Implement
ing Business Processes * Overseeing Strategic Business Units * Project Managem
ent * Developing Financial Metrics * Maximizing Service Level and Operational Ef
ficiencies * Benchmarking * Scorecard and Employee Performance Reports * Center
Telephony Systems Proficiency * Attracting and Retaining Talented Staff * Call
Center and Operations Consulting * Mergers and Acquisitions * P&L, Budgeting, an
d Forecasting * Strategic Alliances

PROFESSIONAL EXPERIENCE
CAPITAL IN MOTION, LLC., Atlanta, GA: Call Center, Accounts Receivables, Custome
r Service.
Executive V.P Call Center Operations, February 2010 - Present
Start-up agency, concentrating primarily on collecting delinquent credit cards,
consumer loans, auto deficiencies, medical, and commercial accounts.
* Hired staff.
* Streamlined software system.
* Cleaned up inventory.
* Within 30 days of opening its doors, company ranked first on all business segm
ents competitively for our primary client and continue to place first or second
competitively ultimately causing increased placements.
TOUCHSTAR CORP., Aurora, CO.: Call center software solutions with up to 250 empl
oyees.
Director of Sales and Marketing - Collection Division, 2006 - 2009
Started as an independent consultant to help optimize customer based call center
operations. Evaluated and assisted customers who were not recognizing a ROI on
their systems. Became full-time Vendor Partner Manager, securing ancillary busi
ness partners to augment the company's core product line. Took over the Collecti
ons Sales Division in January 2008; lead six direct reports. Reported to Direct
or of Global Sales and Marketing
* Exceeded sales goal by 35% and set record for the division in the first quarte
r. Surpassed sales goal of $1M and generated over $1.3M.
* Collaborated with Marketing on business development and strategic initiatives,
driving additional sales by 15%.
* Restructured department and lead generation facilities. Replaced non-performer
s with talented professionals and balanced workload of account managers to prope
rly set monthly goals and Incentive/commissions programs. Trained Account Execu
tives on lead generation and "Sales-Force" reporting.
* Successfully negotiated contracts with other companies to integrate their prod
uct line into the TouchStar software platform, enabling our company to be compet
itive and to make the system more efficient to the end user.
RISCUITY, INC., Marietta, GA: Debt collection, debt purchasing, offshore, and ou
tsourcing business.
Chief Operating Officer, 2003 - 2006
Hired to restructure and reorganize a failing company in both the U.S. and Phili
ppines. Led seven direct and 300 indirect call center employees. Reported to CE
O and Board of Directors
* Turned company around from losing $2M a year to producing in excess of 18M. Th
e business was losing on average $175-250K per month. Right-sided the company t
o a profitable state within four months.
* Redefined company's objectives by shifting resources and job functions between
the United States and the Philippines.
* Penetrated niche market of "payday loans" and developed a process that would p
roduce revenue from purchased portfolios prior to being placed in the call cente
r for collections and eventual reselling those portfolios, producing an overall
37% ROI.
* Doubled both staff and revenues within twelve-months of tenure. Hired key indu
stry specific, individuals to head up our specialized areas, such as our debt pu
rchasing and selling, outside agency management, credit reporting, and legal dep
artments.
* Established a successful track record of improved call center performance and
cost reduction.
* Rebuilt and relocated the company's telephony infrastructure, Predictive Diale
rs, IVR, and ACD equipment to allow for more efficient and cost effective commun
ications between the Philippines and the U.S. while developing and utilizing aut
omated processes through the IVR systems.
* Provided direction and assistance to both the CEO and BOD on sales and purchas
es of debt portfolios, along with pricing and vendor negotiations.
* Company was sold at a profit after three years.
COMPASS RECEIVABLES MANAGEMENT, Atlanta, GA: Start-up Company specializing in, d
ebt collections, customer service, and mail house operations.
Sr. VP of Operations, 1997 - 2003
Partnered with two executives and developed/executed a business plan to build th
e company from the ground up by performing due diligence and executing several m
ergers and acquisitions of Collection and Customer Service Call Centers over a 1
2 month period. Took the company public through IPO and led the sale of the com
pany. Managed 11 direct and 1000+ indirect reports. Reported to the President a
nd CEO of the company.
* Grew revenues grew from zero to $55M annually prior to IPO over a 24 month per
iod, with steady profit margins of 18-22%. Over the next three years, revenues f
lattened out at approximately $78M annually due to consolidation of company, str
eamlined processes, reorganization, and system integrations while still achievin
g the same profit margins.
* Consolidated and centralized all shared services from 11 entities into one loc
ation.
* Portfolios included, Department of Education, Guaranteed Student Loans, local
and state municipalities, healthcare, retail and bank credit cards.
* Company was eventually sold to an industry giant, NCOG, for a profit.
ACCOUNT PORTFOLIOS/PERIMETER CREDIT (OSI), Atlanta, GA: Start-up Company special
izing in debt collection, debt purchasing and outsourcing, customer service, and
marketing.
Executive VP of Operations, 1993 - 1997
Executed a business plan to take a company from ground level and prepare the com
pany for sale within a 3-4 year time-frame while staying within a $30M budget to
build the entire infrastructure. Responsible for entire P&L, budget, and revenu
e forecasting; vendor relations, and equipment leases. Led 20 direct reports. R
eported directly to the CEO and CFO of the company.
* Produced revenues in excess of $30M in the first year of operation, along with
profits of approximately $6M and continued to produce 20% growth in both revenu
e and profits over the next three years.
* The company was sold for $130M within the targeted time-frame.
* Company was the "seed" business of OSI, Outsourcing Solutions Incorporated, wh
ich eventually turned into one of the world's largest debt buying, collections a
nd outsourcing companies and was recently sold to NCOG for close to $400M.
* Served as part of the due diligence team on acquisition of PAYCO.
PRIOR EXPERIENCE
GC SERVICES CORP., Boston, MA: Director of Call Center Operations, 1985 - 1993.
Grew operation from $14M to $26M yearly in revenues and averaged 23% profit ma
rgins.
INDEPENDENT CONSULTING - companies included: Dun & Bradstreet, Risk Management
Associates, BrainstormUSA, Fidelity National Bank, Touchstar Software, American
Call Center Technologies, Designed Receivable Solutions Inc., DataRose Software,
and Castel.
EDUCATION
Hofstra University, Business Management
ACKNOWLEDGMENT
Named "Industry's Most Influential Person, 2002 and 2005. by Call Center Technol
ogy Group