CHRIS M.

SMITH
12888 South Rene Street * Olathe, Kansas 66062 * 913.226.6641 * cs4b7ece@we
stpost.net

EXECUTIVE SUMMARY
Accomplished Executive with domestic and international experience with P&L/gener
al management, telesales, marketing, and operations. Delivers growth in competi
tive markets by building high performance teams and streamlining organizations.
Results oriented decisive leader with proven success in sales, customer service
, and business development for multimillion-dollar telecommunications, computer/
IT, and business services organizations. Proven track record of reducing costs
while improving customer satisfaction and employee moral. Successful building s
trong organizations in multi-location environments including offshore relationsh
ips.

PROFESSIONAL EXPERIENCE

VICE PRESIDENT, Sales and Service

College Coaches Network - Lenexa, Kansas
Provide strategic development and execution of the national sales plan; manageme
nt and professional development of the inside sales and customer service team; a
nd the development of relationships with key high school and college coaches, at
hletic directors, recruiters and scouts.
Key Achievements:
* Developed sales strategies that resulted in the double-digit growth of the hig
h school athlete and college coach subscription base.
* Reorganized the expansion of the inside sales team
* Developed infrastructure to support implementation of customer service team an
d sport Account Management Teams
* Successfully introduced the parent educational workshop series entitled Recrui
ting Realities.
DIRECTOR, Customer Relations
Perfect Commerce - Kansas City, Missouri
Provided executive leadership for technical support operations within the call c
enter team, which included managing the relationship with our offshore partner f
rom the Philippines.
Key Achievements:
* Led successful offshore deployment of call center operations, which resulted i
n a 40% cost reduction.
* Met and/or exceeded critical contractual SLA's for all domestic and internatio
nal clients.
* Developed the internationalization policies, procedures, and pricing for strat
egic international clients.
* Facilitated transition of organizational changes during pivotal moment in lead
ership change.
REGIONAL BUSINESS DEVELOPMENT MANAGER, Promotional Products
Cintas - Olathe, Kansas
Responsible for managing the overall growth and development of the Promotional P
roducts within the Kansas City market with an annual revenue target of $2MM.
Key Achievements:
* Developed several new customers within the commercial, retail, and private bus
iness sectors.
* Successfully on-boarded Fortune 500 and multi-million telecom customer in the
Kansas City area.
SITE DIRECTOR, Operations
TeleTech - Topeka, Kansas
Directed the day-to-day call center operations including P&L, operations, commun
ications, coaching and development of call center supervisors and managers, stra
tegic planning; set operational goals and performance objectives, monitored and
improved performance with internal departments; conducted external interactions
and regular communications.
Key Achievements:
* Successfully directed ramp-down project at this 800-seat call center.
* Inspired a supportive climate by keeping employees motivated and focused on th
e business priorities.
* Directed site operations effort to increase operational effectiveness as shown
in revenue, margin, and client metrics.
DIRECTOR, Customer Relations
Sprint - New Century, Kansas
Directed the day-to-day call center operations including P&L, communications, co
aching and development of call
center supervisors and managers, strategic planning; set operational goals and p
erformance objectives, monitored and improved
performance with other departments within North Supply (supply chain division of
Sprint).
Key Achievements:
* Led implementation effort to provide CRM solution (Siebel, Genesys, PeopleSoft
) for the call center.
* Developed successful employee compensation plan leading to significant revenue
increase within the outbound sales team.
* Demonstrated strategic leadership by implementing customer segmentation model
to enhance overall customer relationship.
* Created sales channel (outbound) to incrementally grow revenue and reduce over
all unit costs. This team partnered with marketing for better overall campaign
management and resulted in a 10% sales increase.
* Directed customer segmentation effort that offered values based solutions to o
ur most preferred customers. These solutions included pricing, product, and cus
tomer service treatments based primarily on customer spend and share of wallet.

CHRIS M. SMITH
Page 2

GROUP MANAGER, Consumer Services Group

Sprint - Lenexa, Kansas
Managed the day-to-day operations of a blended environment, which included inbou
nd, outbound, winback, and loyalty. Additionally, managed 5-8 service bureaus/v
endors for overflow and increased capacity opportunities. Coached and developed
call center supervisors, set operational goals and performance objectives, and
monitored and improved overall performance of telesales teams.
Key Achievements:
* Managed the sales operations staff responsible for recruiting, training, work
force management, compensation, quality assurance, and recognition/incentives pr
ogramming.
* Spearheaded successful project to launch a "live chat" feature for Sprint's re
sidential customers. This project was implemented to increase the "ideal custom
er experience."
* Promoted in 2001 to lead the newly created contact center in the Sprint office
 in Gardner, KS.
* President's Club and Quarterly Achiever's recipient for outstanding performanc
e as recognized by colleagues.
SALES MANAGER,
Gateway Computers - Kansas City, Missouri
Responsibilities included managing the inside sales and service teams. This inb
ound environment maintained 3 direct reports
(mgrs) and 8-10 supervisors. Other responsibilities included financial budgets,
communications, coaching and development of
call center supervisors and managers, and setting operational goals and performa
nce objectives. My management team created
and inspired a supportive climate by keeping employees motivated and focused on
the business priorities by engaging them in
team-building activities, skip level meetings, and focus groups.
Key Achievements:
* Grew sales volume to exceed $600 MM annually in personal computer sales.
* Improved close rates and overall productivity of team by creating team of temp
employees to handle non-opportunity calls.
* Decreased annual fulfillment collateral costs by 30-40% by outsourcing the pro
cess.
* Directed customer and sales support staffs with responsibility for over 250 em
ployees.
SITE MANAGER, Operator Services
Sprint Relay Center - Baltimore, Maryland

Directly supervised 10 operations supervisors and others such as center trainer,

facilities manager, and staff interpreter. Responsibilities included interview
ing, hiring, and training employees; planning, assigning, and directing work; ap
praising performance; rewarding and disciplining employees; addressing complaint
s and resolving problems. Directed staff of 250 FT employees responsible for en
suring efficient quality voice services for the deaf and hard of hearing communi
ty.
Key Achievements:
* Oversaw daily operations of Relay Center for handling over 30,000 calls per mo
nth while ensuring that state contractual
service level agreements were achieved.
* Significantly reduced absenteeism and STD expenses by developing an attendance
program (Flexbank) for non-exempt employees.
* Facilitated discussions with every agent, supervisor, and manager to divert ef
forts of the Communications Workers of America (CWA) from organizing due to prev
ious management practices.
SALES MANAGER, Business Services Group
Sprint - Kansas City, Missouri
Directly supervised 4-6 supervisors. Responsibilities included interviewing, hi
ring, and training employees; planning, assigning, and directing work; evaluatio
n of work performance; incentivizing employees to exceed revenue objectives; Ind
irectly managed 50-70 FT inside sales representatives.
Key Achievements:
* Promoted to Operations Manager in 1994.
* Promoted to Sales Manager in 1992.
* Achieved Presidents Club status 1992 for exceeding revenue objectives.
* Finished in top 5% of Sales Supervisors in 1992.
* Promoted to Sales Supervisor in 1992.
* Achieved Senior Representative within 3 months of hire.
EDUCATION
Master of Business Administration (MBA) * Baker University, Baldwin, Kansas 1999
-2001
Bachelor of Arts, Liberal Studies (BA) * University of Notre Dame, South Bend, I
ndiana 1981-1985