JOHN CREWS

3297 Tecumseh Way * Bargersville / Indianapolis, IN 46106

Phone: (317) 535-5499 * E-mail: jc10b9c40@westpost.net

PROFESSIONAL SUMMARY
Executive Level BPO Operations Professional with 18+ years global inbound/outbou
nd/ call center & back office management experience (Onshore, Offshore, India, P
hilippines, Jamaica, SE Asia) * Administrator with deep knowledge of offshore ma
rkets (9+ years expat living assignments, 4 years India/3 years Philippines ) *
Built, launched and maintained 10 captive offshore sites of which 2 where JV?s *
Visionary with track record of implementing best practices and improving KPI?s
on some the industries most difficult projects * Formed the first offshore call
center joint venture in India with TCS in 1999 * Built and successfully operate
d the largest offshore vendor management organization supporting 8,000+ agents *
Developed the first virtual recruiting engine which hired 25K offshore employe
es over a span of 7 years * Developed a deep repository of skilled management ta
lent and industry contacts with an ability to build rapport with widely diverse
groups * Creative strategic and tactical planner managing budgets up to $400MM
* Built the first virtual captive offshore site in the Philippines * Architecte
d and launched a 1500 FTE ?Work from Home? virtual call center.
CORE COMPETENCIES
Multi-site management *Builder of captive, virtual captive and hybrid offshore m
odels delivery centers* Deep experience with international multi-process outsour
cing * Unique background / experience with large scale ?Work-at-Home? operations
* Workforce management * Proven record of exceeding revenue, service, quality a
nd cost objectives * Project management * Vendor management * Ability to manage
multiple customers with demanding SLA?s * Benchmarking and performance metrics *
Demonstrated fiscal responsibility with firm understanding of business manageme
nt * Committed to exceeding customer expectations * Meticulous about Quality Con
trol * Passionate about leadership by example * Comprehensive knowledge of CRM s
olutions and technologies * Expertise includes Technical Support, ISPs, Insuranc
e, Telecom, Mortgage, Financial Services and Credit Card Acquisitions
PROFESSIONAL EXPERIENCE
INDEPENDENT CONSULTANT Indianapolis , IN
Oct /2008 - Present
Independent consultant to the BPO industry supporting a wide variety of industry
verticals and disciplines.
? Business plan development for a health insurance client offshoring 500 seats
? Architecting and implement an outsourcing / off shoring strategy (includes a c
aptive site) for one of the US largest health insurance provider.
? IT platform implementation for a NYC based catastrophic insurance provider.
? Developed, Architected, launched Virtual Call Center (Work at Home) for a la
rge outsourced provider. This involved web based recruitment, call center manag
ement, quality oversight, and security systems. Also included whitepaper devel
opment, marketing strategy, and web portal
? Strategic outsourcing initiative for a Fortune 50 health care insurance compan
y in Indianapolis
UNITED HEALTH CARE St. Louis, MO
A $70B subsidiary of UnitedHealth Group which underwrites insurance plans to ind
ividuals and small/midsized employer groups across the country.
Director of Operations ? Nov/2007 ? Sept 2008
Reporting directly to VP, Customer Care, responsible for ACME Division day-to-da
y operations of multi-site inbound healthcare 500-seat call center serving 120+
Fortune 500 clients.
? Full P&L responsibility for $20MM.
? Leverage an extensive ?Work-at-Home? environment supporting 1,500 agents.
? Developed key operating practices, processes, virtual tools & reporting for ?
Work-at-Home?
? Developed security and disaster recovery leveraging the ?Work-at-Home? environ
ment.
? Marquee clients include GE, WalMart, American Airlines, Boeing, and Lockheed M
artin.
? 1 primary site, 4 satellite operations.
? Responsible for 8 direct reports, 40 indirect reports.
? Delivered 10 months continuous improvement focusing on customer satisfaction,
quality and call handling metrics.
ACCENTURE PARTNERS LIMITED Dallas, TX
A $21B publicly-held global provider of management consulting, information techn
ology/systems integration, and business process outsourcing services.
Director of Offshore Vendor Management Operations ? Jan/2004 ? Sep/2007
Reported directly to Senior Partner of Outsourcing. Completed world?s largest o
ffshore call center migration involving three countries and six large outsourcin
g firms, consolidating 6,000 seats offshore (India, Philippines) for major US-ba
sed ISP; processed inbound/outbound/email/chat/back-office.
? P&L responsibility for $400MM annually.
? Marquee clients included AT&T, Qwest, and United Utilities.
? Managed 6 direct reports and 20 support personnel.
? Provided technical support for DSL and broadband customers.
? Within first year, achieved 25-30% improvement in CSAT surveys.

Partner ? Director of Call Center Operations/Manila Community Lead

Launched first virtual call center, leveraging seat-sharing/web-based switch, su
pporting Accenture?s first Philippines in-house call center (1,000 seats); proce
ssed inbound/outbound/email/chat/back-office.
? P&L responsibility for $20MM.
? Leveraged ?Live Ops? technology supporting 1,200 FTE
? Develop the first pure call center switch for ?Live Ops?
? Partnered / negotiated with ?Live Ops? for a ?pay by the minute? performance
model
? Utilized ?Live Ops? to create the industries first flexible seat sharing model
.
? Marquee clients included AT&T, Qwest, and United Utilities.
? Managed 8 direct reports and 125 indirect reports.
? Ramped operation from zero to 1,000 employees, servicing ISP technical support
/UK customer service.
? Supported multi-tower Financial and Healthcare client contracts including fron
t and back office operations.
ICT CORPORATION Newton, PA
A $450MM provider of outsourced inbound/outbound customer management from 40+ co
ntact centers in the Americas, Europe, and the Asia/Pacific region.
Consultant - Stand in General Manager, Offshore Operations ? May/2003 ? Dec/200
3
Reported directly to VP, International Operations. Within 90 days, ramped 24/7,
700-seat inbound call center in Manila, Philippines.
? Project completed on-time/within budget.
? Within six months, increased FTE employees from 300 to 800.
? Provided technical support, customer service and back office for Telecom (Spri
nt and Verizon) and Financial (GMAC and JP Morgan) Industry verticals.
SITEL CORPORATION Baltimore, MD
A $2B provider of CRM Business Process Outsourcing services to Fortune 500 compa
nies; offerings include customer acquisition, back-office processing, collection
s, and technical support.
Director of Offshore Operations, India ? Nov/1993 ? Nov/2002
Reported directly to VP, International Operations. Developed new and previously
unexplored offshore solutions, including development of ?cold-start? multi-site
operation (Jamaica and India).
? P&L responsibility for $15MM+.
? Managed 2 direct reports and multiple indirect reports in Joint Venture struct
ure.
? Conducted market research, identifying potential partner organizations to deve
lop low-cost solutions.
? Formed joint venture with TATA International, India?s largest manufacturing an
d software development company, offering low-cost, offshore solutions in India f
or US based clients.
? Provided direction for 2,000+ employee site operations in 950-seat environment
, processing nearly 1MM calls per month.
? Marquee clients included AOL, Direct TV, McAfee, Palm and back office imaging
for General Motors.
? Implemented unique half-hour interval scheduling in compliance with India?s co
mplex labor laws and shift rotations while maintaining exceptionally high occupa
ncy rates (90%).
? Transitioned responsibilities and management staff to new CEO in 2.5 years, me
eting business plan compliance.
? Formed Jamaican Joint Venture in Montego Bay offering low-cost offshore soluti
ons in Jamaica for US-based client (Philips Electronics).
General Manager of Operations, Technology Services
Reported directly to President of SITEL Tech Services. Directed multi-site inbo
und call center operations supporting ISP and hi-tech clients including AOL, Hug
hes Direct TV and PC, and Palm Computing.
? P&L responsibility for $80MM.
? 5 sites.
? Operations contributed 10% of SITEL?s overall revenue ($80MM) and employed 2,5
00 hourly and 250 salaried employees.
? Ranked #1 in company Earnings Contributions.
Regional Manager of Operations, Insurance Division ?
Reported directly to the President of SITEL?s Insurance Division. Developed and
managed 7 outbound call center sites within the continental US and 5 contract s
ites; combined total of 2,000 hourly and 185 exempt employees.
? P&L responsibility for $200MM+.
? 8 owned call centers, 4 outsourced.
? Primary focus was outbound insurance sales ($55MM annual revenue) utilizing on
e and two tier verification for clients including JCPenney Life, MMIG, Physician
s Mutual, All State and Minnesota Mutual. The Insurance Division generated 40%
of SITEL?s net earnings.
WASTE MANAGEMENT, INC. Chicago, IL
A $13B provider of waste collection, transfer, recycling and resource recovery,
and disposal services to 21 million residential, industrial, municipal, and comm
ercial customers in the US and Canada.
Regional Controller, Eastern US/Rust Division ? Jan/1986 ? Jul/1993
Reported directly to CEO. Managed financial records maintenance for 28 subsidia
ry companies, driving $270MM revenue.
? P&L responsibility for $250MM.
? Responsible for long-term forecasting, strategic planning, work order/ job cos
ting design, internal control structure, acquisition, and policy implementation.
? 41 direct reports (3 division controllers and 38 support personnel).

EDUCATION
MARSHALL UNIVERSITY, Huntington, WV ? May 1985
? B.S., Accounting/Industrial Business Management (dual degree); advanced studie
s in General Accounting, Cost Accounting, and Taxation
? GPA 3.2/4.0

PROFESSIONAL DEVELOPMENT, NOTABLES

? Accenture Leadership Development Program, Senior Executive Training
? Published three industry white papers regarding offshore call center work
? Featured in interviews with CEO Magazine and CNN Asia
? BPO Company of the Year Representative, 2006, Philippines
? High achieving temperament (Eagle Scout)
? Boy Scouts of America/Eagle Scout Prep Volunteer, Trail Guide in US #1 ranking
program
? COPC Trained and Certified, May 2006
? Member, American Chamber of Commerce of the Philippines
? Presented Outsourcing Comparisons between Countries to Chamber of Commerce