Nolan Hass

Experience

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  MCIWorldCom

  Jan 1998 - Jun 2001

  Provided on site and remote vendor management support to multiple MCI vendor outsourced partners50% travel to MCI Onshore and Near shore vendor partners in South Carolina; Drove key performance indicators through teaching, modeling and inspecting Ensured new programs, processes and all MCI initiatives were successfully implemented Conducted regular monitoring sessions, pre-shifts and continuous improvement meetings to ensure operational effectiveness Conducted internal call center Supervisor duties to ensure team met all goals and requirementsResponsible for specific call and email customer service in correspondence with SLA'sMet daily and weekly SLA's, driving key performance indicators through monitoring, coaching and development

  • Vendor Operations Site Coordinator

    Jan 1999 - Jun 2001

  • Call Center Supervisor

    Jan 1998 - Jan 1999
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  Mci

  Jun 2001 - Jan 2005

  On site Client Manager for 250 - 350 seat Inbound Sales and Customer Service call center operationsOrganized operational implementation teams covering WFM, Training and Quality and Line ManagementResponsible for the operational launch and ramp of multiple call centers Participated in the selection process for 5 Manila based outsource providers Developed and maintained positive vendor client relationships to ensure effective performance levelsActed as MCI Point of Contact for all US visitorsHeld vendor outsource partners accountable to all KPI and contractual requirementsKey AccomplishmentsAccepted the on-site client manager position post implementationDeveloped daily communication channel with US based Executive TeamServed as the CS site lead for all internal projects, implementations and operational planningBecame Subject Matter expert on successful Philippine based partnership managementDeveloped solid working relationships with the vendor leadership and staffProvided CS management and MCI specific leadership development to local vendor staffWon three "Circle of Excellence" awards for off shore management performance Show less Responsible for implementing MCI programs, policies and procedures derived from Executives and Marketing to MCI call centersRevamped front line, second level support and back office segments to increase efficiency and productivity while reducing expenseManaged program action registers, reporting requirements, training development and implementationProcessed mapped call flows for specific lines of business to streamline training and call handlingExecuted on site process and policy changes in partnership with call center management Developed after action reviews and post implementation assessments Show less

  • Senior Manager, Vendor Operations

    Feb 2003 - Jan 2005

  • CS Program Manager

    Jun 2001 - Feb 2003
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  Apex CoVantage

  Jan 2005 - Apr 2005

  Director of Center Operations

  Managed the production of all center business units, performance indicators and overall profitability for 96 seat outbound call centerResponsible for meeting sales targets for European based credit card clientsHired leadership staff through internal promotions and outside recruitingCreated internal incentive and recognition programsCommunicated overall performance progress to joint venture partners in Virginia

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  Sitel / ClientLogic

  May 2005 - Dec 2007

  Lead the operations and relationship management for two 200 seat inbound call center campaignsResponsible for the optimization of client satisfaction, employee satisfaction and profitability while maintaining a balance between client directives and corporate goalsDirectly supervised up to 250 call center agents, supervisors and staffManaged the front line daily communication with client managersAccountable for the overall financial health of the campaignsKey AccomplishmentsImproved gross profit margin by over 8% in one yearSaved over $200k in monthly client cost by streamlining Tier 2 processesRewrote the SOW requirements for Quality Assurance measures insuring improved client satisfaction Implemented the "Love Em or Leave Em" program site wide leading to lower 90 day attritionCreated and executed campaign and site wide monthly recognition and town hall meeting process Show less Held overall accountability for meeting revenue and operational metrics through effective margin forecasting, planning and employee developmentResponsible for all aspects of multiple campaign operations including telecom, ISP and electronicsLed all internal department teams including Learning and Development, Quality Assurance, Business Management and Forecasting and PlanningAccountable for all campaign growth and recruiting requirementsHosted Quarterly Business Reviews with US based clientsRepresented Sitel / ClientLogic on new client RFPs and Site PresentationsKey AccomplishmentsDeveloped multiple future leaders including three current VPs and two Site DirectorsGrew individual accountability from one campaign to three campaigns with nearly 600 employeesImplemented internal incentive programs and scorecard methodology Championed Six Sigma project reducing 90 day attrition Won "Top Center" award over 13 vendors and internal sites 6 of 18 monthsDeveloped partnership programs with Finance and HR which led to site wide Operations reviewsInstilled Operational Effectiveness through culture of monitoring, coaching and developmentSuccessfully managed multiple lines of business on all accounts including inbound sales, retention, technical support and customer service and billing Show less

  • Senior Operations Manager

    Jan 2007 - Dec 2007

  • Operations Director

    May 2005 - Dec 2006
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  Sony Interactive Entertainment

  Dec 2007 - Aug 2019

  Director, Consumer Experience

  CS Director over day to day PlayStation contact center operations for all Inbound Contact Support across multiple lines of business • Accountable for all live CS measures as well as SLAs and KPIs• Directly supervised multiple Vendor Operations Managers, Operations Managers, Workforce Managers, Program Managers and Tier 3 agents. Led CS partner operations in the US, Canada and El Salvador numbering nearly 1000 agents• Directly accountable for multiple Outsourced partners handling 5M inbound calls and 4M chats annually• Created and managed strict SOW and MSA guidelines ensuring all customer and client satisfaction measures were met• Responsible for meeting an annual budget of nearly $40M. Led the RFP for the fully integrated hosted telephony system from 2012 - 2019. Selected hosted telephony partner and owned $4M annual partnership including business requirement executionKey Accomplishments• Facilitated and executed the vendor outsource expansion to a multi-vendor strategy• Led pricing and terms negotiations and agreements with multiple outsource providers• Conducted Onshore and Near-shore Contact Center Assessment in partnership with Sony Electronics• Streamlined Back Office operations through process review and outsource solutions• Executed multiple CSAT measures including Surveys and FCR• Implemented Extended Service Plan sales program including incentive structures. Generated $1M in initial year revenue• Implemented "Chatbot" operations as scalable solution for predictable live contacts • Realigned internal organization to include Channel Managers and Subject Matter Experts accountable for resources, finances and processes across contact channels and LOBs• Successfully outsourced 99% of all live contact support improving SLAs and CSAT• Partnered with internal L&D and QA teams on multiple CSAT improvement action plans• Expanded Quarterly Business Review methodology to include solution management partnership sessions Show less