BRIAN CULP

"Innovative Results Driven Leader"

602.565.0826 bcaea97c@westpost.net

PROFESSIONAL SUMMARY
Accomplished leader who consistently exceeds the business, employee, and custome
r expectations with over 15 years of celebrated results! Strong belief in drivi
ng results through development, empowerment, and innovation.
Broad range of experience leading customer driven organizations, including inbou
nd/outbound call centers, client services management, customer service, and sale
s and operations management.
A leader with a "second to none" track record of increasing revenues and maximiz
ing returns through the use of innovative management strategies and a sharp focu
s on client satisfaction.
I thrive at growing start-ups, turning around poor performing channels, delighti
ng customers, creating dynamic, team oriented work environments, continually fin
ding opportunities for cost savings, increasing efficiencies, and exceeding expe
ctations across the board!
Vast experiences in call center management, Internet operations, online sales, e
mail marketing, customer service, and telemarketing.
AREAS OF EXPERTISE
* Start-up operations * Talent Acquisition & Retention * Strategic Planning
* Performance Management * Employee Relations * Succession Planning
* Turnaround specialist * Multi-Unit Management * Policy Development
* Innovation and implementation * Organizational Development * Mentoring Program
s
* Management Coaching & Counseling * Executive Presentation * Change Management

PROFESSIONAL EXPERIENCE
Waste Management Inc, Phoenix, Arizona 2002 to 2010
Fortune 200 company providing waste removal and recycling services to the public
.
Director of Inside Sales
Direct overall design, development, implementation, and leadership of centralize
d B-2-B inside sales team for all 24 market areas for the company across North A
merica. Multi-site management. Supervise ten outbound inside sales managers, lea
d generation manager, inbound managers, training manager, administrative manager
, and their teams. Report to Vice President of Sales with dotted line reporting
to all Group Sales and Segmentation Vice Presidents across the company. Work wi
th senior management to develop strategies and programs to address company objec
tives.
* Presented inside sales strategy and launch to Senior Leadership and Board of D
irectors in 2002 gaining their commitment to move forward with company's first c
onsolidated inside sales channel
* Developed small and medium business sales channel from the ground up
* Consistently exceeded aggressive sales targets
* Developed company's lead generation, warm lead, and national accounts inside s
ales teams contributing additional revenue and cost improvements across all chan
nels companywide
* Selected as one of 60 "Circle of Excellence" winners in 2006 for outstanding l
eadership and results
BRIAN CULP * Page 2 *

CashX Inc. Phoenix, Arizona 2000 to 2002

An innovative, international, internet and brick and mortar, pre-paid Visa Card
Company. The first ever Visa pre-paid card.
Director of Call Center
Direct the design, development, implementation, and leadership of this B-2-B and
B-2-C company's customer service, inside sales, and fulfillment functions. Res
ponsible for call volume management, service levels, new inbound and online sale
s, up-selling, and re-order inbound and outbound campaigns. Supervise two manage
rs in this star- up company. Reported to Vice President of Operations.
* Successfully launched company's web chat customer service and sales channel wi
thout increasing FTE
* Increased sales results to consumers and businesses each quarter by 10% or mor
e
* Consistently exceeded business goals
* Team member that designed and implemented development of innovative Customer R
elationship Management (CRM) tool
Liberty Mutual Insurance Phoenix, Arizona 199
9 to 2000
Fortune 500 company providing insurance services across the U.S.
Inside Sales Manager
Member of leadership team was responsible for the overall design, development an
d leadership of company's start-up inside sales channel for the United States.
One of two inside sales centers for Liberty Mutual located in the U.S. Directed
8 supervisors and their team's sales strategies via inbound and outbound call c
ampaigns. Strategic member of the direct marketing team responsible for driving
marketing efforts for both inside sales centers across the U.S. Reported to Di
rector of Call Center.
* Inbound sales teams met or exceeded sales goals every month
* Successfully developed company's first every outbound and internet inside sale
s teams resulting in additional sales of over $275,000 every month
* Developed exceptional Quality Assurance team helping increase sales revenue by
10% in the first quarter after launch and reducing costs by almost 15% through
improved close rates and reduced employee turnover
* Sales Manager-of-the Month multiple months
Prudential Insurance Phoenix Arizona
1993 to 1999
Fortune 500 company providing insurance and financial services worldwide.
Inside Sales Manager
Direct company's inbound and outbound sales campaigns this start-up inside sales
channel. Directed five supervisors and their team's sales strategies to suppor
t company initiatives. Developed channels recruiting, training, and phone techn
ology programs. Key member of council called Keeping Prudential Competitive (KPC
) which focused on building best practices within the company and industry as we
ll as incorporating other business and industry best practices to improve produc
tion and reduce costs. Reported to Director of Call Center.
* Developed company's first outbound sales team adding over $200,000 in addition
al sales revenue annually.
* Responsible for company's brokerage sales of other company services like CHUBB
, St Paul, Progressive, and Seahorse Underwriters and driving in another $20,000
 in revenue a month.
* Developed and implemented company's customer service cross-sell program nation
wide resulting in an additional $1 million dollars in sales annually.
* Successfully implemented training program that reduced classroom-to-selling fl
oor time by two weeks which reduced initial costs of hiring by almost 15%.
* Consistently met or exceeded sales goals
EDUCATION
Bachelor of Science Management/Information Technology Management (currently work
ing towards degree)
Kaplan College - Distance Learning, Boca Raton, Florida
PROFESSIONAL MEMBERSHIPS
National Association of Asian American Professionals (NAAAP)
Call Center Professionals Group
Contact Center Operations and Management Group
B2B Lead Generation Group
Advisory Committee Dylan Vaughan LLC
Coach Youth Soccer/Baseball/Football/Basketball