R ICK D ILLARD

Riverview, Florida 33569 813-671-4546 rickdillard57@gmail.com

O PERATIONS M ANAGEMENT P ROFESSIONAL

C al l C e n te r Op e r at i on s H o me bu il d i n g & C a t al og I nd u s tr ie s Growth-focused and profit-driven executive with more than 20 years of progressive success in contact center management for small to medium-sized businesses and Fortune 500 corporations. Possess additional experience in sales support and marketing services. Offer proven track record of improving performance of customer care and sales teams by implementing insightful approaches as well as proactive policies and procedures. Effectively resolve pressing customer issues to maintain satisfaction and enhance service levels. Confidently oversee diverse teams of up to 100+ staff, encouraging employees to realize their potential and deliver world-class service. Effectively allocate resources and administer multimillion-dollar budgets. Demonstrate acute multi-location business management expertise coupled with Benchmark Certification in Contact Center Management and active Florida real estate license. Core competencies include: Change Management Restructuring Communications Start-Ups & Turnarounds Project Management Team Leadership Distribution Process Improvement Inventory Management Vendor Relations Scheduling Operations Management Needs Assessment Reporting Presentations Internet Marketing Client Relations Sales Cycle Management Event Planning Customer Service Benefits & Compensation Recruiting Policy Development Training & Development Workforce Planning Budgeting

C A R E E R H I ST O R Y
WCI Communities Sun City Center/Bradenton, Florida Leading luxury homebuilder; named Americas Best Builder in 2004. 1999-2011

Director, Call Center Operations/Marketing Services Provided leadership and management for large-scale operations comprised of contact center, catalog fulfillment, and customer care. Oversaw staff of 50+ and administered $3M budget. Directed data entry and contact sales/customer service operations. Established strategic and measurable sales and business goals. Participated as key member of CRM board and integration team, interfacing with in-house and vendor resources to develop and deliver innovative solutions. Analyzed performance metrics, KPIs, and high-level dashboard results. Optimized efficiency and productivity by continuously devising financial and operational strategies. Re-energized corporate sales, transforming non-licensed telemarketing team into licensed real estate sales support department with strong communication and closing skills. Rejuvenated contact center performance, growing team from 10 to 30 staff to fulfill increased demand. Increased sales growth, championing $1.8B in sales over 12-year period by providing motivational contact center leadership for 3,565 sales with average sale value of $511K+. Spearheaded chronological re-engineering transition from 50 staff to 2 within 3-year period, maintaining employee morale and productivity via proactive management and effective team-building strategies. Expertly balanced morale and production during declining market conditions, staff decreases, and Chapter 11 proceedings by retaining trust of employees through open and fluid communications. Quickly resolved customer warranty calls and e-mails by successfully launching 24/7 customer care help desk. Elevated support across in-bound and out-bound calls, e-mails, and chats through refocusing out-bound telemarketing operations into blended contact center. 1997-1999

Cushman Fruit Company Lake Worth, Florida Direct marketing and catalog industry leader specializing in fruit products.

Operations Manager Drove catalog sales and customer care operations, including overseeing team of 100+ and annual budget of $700K. Managed, monitored, and assessed all daily business operations. Created and initiated short- and long-term strategic plans to fuel profitability and realize corporate growth objectives. Accelerated operations performance by identifying outages and deploying strategic action plan. Aligned order entry, mail processing, reception, priority customer care, and in-bound/out-bound catalog sales programs.

R ICK D ILLARD
Page 2 813-671-4546 rickdillard57@gmail.com Cushman Fruit Company Operations Manager, continued Identified key production trends via ACD and Smith-Gardner MACS. Maximized resource allocation by establishing staffing plans for business ramp-ups and ramp-downs as well as negotiating temporary service agreements for additional resources as needed. Played integral role in revenue increases through introducing in-bound up-sell initiative, establishing outsourcing services for call center, and coordinating corporate services team for large account management. Fortified corporate presence by representing Cushmans at Chamber of Commerce meetings and speaking engagements. 1996-1997

Cushman Pearl Company Ft. Pierce, Florida Direct marketing and catalog industry leader specializing in fruit products.

Customer Service Manager Ensured world-class customer service levels for 200+ wholesale customers, including maintaining customer database and ongoing communications. Directed team of 25 and managed $300K budget. Led contract negotiations with outside service providers. Strengthened staff capabilities via implementing extensive training program. Improved departmental performance by introducing customer service policies and procedures, optimizing seasonal staff recruiting, and enhancing telephone system use. Propelled overall business development through launching outsourcing services for call center operations. Boosted quality, productivity, and budget performance by initiating productivity, cost, and performance management strategies. 1995-1996

Palm Coast Real Estate Company Palm Coast, Florida General real estate company.

Manager, Contract Office Provided contract office and sales leadership during acquisition of ITT Community Developments Sales Center and Construction Company (subsidiary of Lowe Enterprises); reported to broker in charge. Cultivated mutually beneficial relationships with sales team as well as title, mortgage, brokerage, and construction companies during transition. Prepared and processed new companys contracts and followed through on administration of ITT-CDCs previous outstanding contracts. Confidently transitioned contract operations to new organization by processing existing ITT-CDC and new corporate agreements while leading department transition program. Standardized agreement approach through implementing internal contract policies and procedures.

Career Note: Also previously served as Manager, Communications Response Center at ITT-Community Development Corporation (1993-1995) and General Manager & Director of Operations at Spindrift Marketing (Prior-1993).

PROFESSIONAL DEVELOPMENT
Master Certificate Program: Lean Six Sigma Black Belt Villanova University Villanova, Pennsylvania Benchmark Certified Contact Center Manager Active Florida Real Estate License Purdue University Florida Real Estate License Florida Community College Property Management University of North Florida Assertive Management Bob Schultz Sales Training Will Nowell Sales Training One-Minute Manager Dale Carnegie Training