Harold M. Clay Jr.

9726 Discovery Drive * Converse, TX 78109 * 210-882-2250 *

Objective: Executive-Level Management
Strategic leader offering 16+ years of experience spearheading and administering
operations within multimillion-dollar organizations. Achieves enhancements in o
rganizational performance with the introduction of strategic plans, training pro
grams, operational policies and procedures, and quality assurance functions. Pro
vides personnel with the mentoring, management, and motivation to achieve busine
ss growth.
Areas of Expertise:
* Resources Management
* Personnel Training
* Client Relations
* Expense Control
* Financial Analysis
* Operations Management
* P&L Administration
* Sales Development
* Strategic Planning
* Implementation
* Team Facilitation
* Training/Development
Selected Highlights
* Successfully increased client profits and cash flow through implementation co
ntrol reporting and cash flow analysis.
* Achieved the standardization of quality assurance and customer service proced
ures, resulting in a 150% reduction in customer complaints.
* Introduced a highly effective operational strategy focused on combining inbou
nd and outbound capabilities into all sales agents. In addition, established the
first bilingual operation in the company.
* Ensured high levels of call quality, sales performance, profitability, person
nel efficiency, customer service, and resources management through the careful m
onitoring of operational performance.
* Created staffing plans and forecasts as well as implemented vendor and in-hou
se monitoring programs that increased overall performance.
Professional History
Redcats USA, Director, Sales and Support 2008 - Present
* Directs and oversees the contact center's sales and customer service policies
, objectives, and initiatives. Works closely with the Training Manager to create
sales and service training. Leads efforts to maximize sales efforts and custome
r satisfaction.
* Directed sales teams in two contact centers to increase overall add-on sales
performance by 19.9% from last year, and up 12.1% to current year budget.
* Decreased customer service operational costs 11.5%, while reducing Customer S
ervice adjustments expenses 16.6%.
* Reduced cost per contact in the contact center 5.9% and improved service leve
l call abandon rates by 21%.
* Reduced new hire attrition by 59.5% and overall associate absenteeism by 17.5
%.
* New hire initial 90 day sales performance increased by 26.2%.
H&R Block, District Manager (in Training) 2007 - 2008
 * Assisted the District Manager in the management and supervision of the distri
ct through establishing and maintaining offices, hiring, training and evaluating
district tax professionals.
* Shares responsibility with the District Manager to ensure that policies and p
rocedures are followed in each supervised office to ensure client satisfaction t
hrough a consistent positive experience.
Resume Continues...
Client Service Center Supervisor 2006-2007
* Provided onsite management for a blended client customer service center. Duti
es included resolving escalated customer service issues, hiring, training, and s
cheduling client service specialists, tracking client care specialist performanc
e.
* Directed the appointment schedules for all tax professionals in assigned area
s which included the Austin and San Antonio metro areas, Laredo, and north Houst
on.
The SCOOTER Store, Customer Care Manager 2004-2006
* Provided call center operations expertise to an inbound customer service cent
er. Duties included the administration of all call center metrics, implementatio
n of quality control, sales support, measuring marketing efforts, and customer e
scalation resolution.
* Developed unified operational systems to make service center more efficient.
International Profit Associates, Senior Business Analyst 2003-2004
* Provided business analysis operations to small/medium-sized companies focused
on quantitative and qualitative reviews. Duties included the administration of
operations, overhead/burden rations, cash flow, financial controls, productivity
, material costs/flow, sales, and marketing reporting.
* Reduced unnecessary duplication efforts by increasing operational efficiency.
West Corporation, Director of Site Operations 1999-2003
* Coordinated the operations of a bilingual blended call center with 1,100 pers
onnel, including staff training, supervision, and evaluation.
* Served an instrumental role in establishing a facility into top ranking among
18 sites, achieving overall growth into the most profitable business unit compa
ny-wide.
Consumer Action Center LLC, Vice President of Customer Service and QA 1997-1999
* Directed operations within a $30M inbound call center, including outbound tel
emarketing sales, training, monitoring, customer service, and member services/su
pport. Duties included the coordination of front-end marketing methodologies wit
h back-end fulfillment.
* Led 24 third-party vendors responsible for outbound as well as direct mail sa
les functions.
* Managed the hiring, training, and staffing of customer service, member suppor
t, and member services divisions.
* Generated customer service policies/procedures on business cancellations and
refunds.
Sandra Steen & Associates, Consultant 1996-1997
* Provided the administration and management of consulting, sales, billing, tra
ining, and need analysis operations.
* Led the firm's marketing and sales efforts, generating over 50% of company re
venues.
* Performed Fortune 1000 training needs assessments, recommending improvements
in human resources operations.
* Worked with senior executives in contract negotiations, performance assessmen
ts, and business consultation.
White House Presidential Campaign, Advance Staff Specialist 1996
United States Air Force-30th Communication Squadron, Unit Quality Advisor 1993-1
995
Education
Bachelor of Arts in Political Science University of Texas at San Antonio
Academic Instructor Ira C. Eaker School for Professional Development
Quality Air Force Instructor Air Force Quality Institute
Spanish Coursework Universidad Autonomo de Guadalajara