PAUL MARSHALL

Overland Park, KS 66207 503-867-3601 pvmarshall@kc.rr.com

SENIOR EXECUTIVE CUSTOMER SERVICE

Resourceful, motivated problem solver with demonstrated skills in customer service design and implementation, contact center design, implementation and management, customer satisfaction research and measurement, technology, operations and process improvement. Successfully practiced skills in field, contact center and corporate environments. Multi-faceted experience drawing upon planning, persuasion, problem solving, technical, managerial, leadership & vision skills with increasing levels of responsibility. Possess exceptional analytical and interpersonal skills and use these to affect positive change. Passionate about customers. A proven leader who fosters honesty and integrity in the organization.

CORE COMPETENCIES / TECHNICAL & BUSINESS EXPERTISE

Strategic Planning & Implementation Culture Change/Change Management Contact Center design - CRM Contact Center management Business continuity & disaster recovery Sales & Revenue Generation Budgeting P&L Responsibility Leadership & Mentoring Service Design Customer Satisfaction Measurement Customer facing web applications Cost of Quality/Quality Management Process Design Innovation & Creativity Project Management Service Recovery B2B & B2C Process Re-Engineering

PROFESSIONAL EXPERIENCE

YRC Inc.
Vice President Customer Support Overland Park, KS

2007 Oct 2011

Led all customer support functions for YRC, a Fortune 500 transportation company. Provided strategic and tactical leadership to the organization. Responsible for leading integration effort successfully integrating Yellow & Roadway customer support organizations and supporting greater organization. Integration plan encompassed all aspects of the organization: People, Processes and Technology. YRC was awarded a CIO 100 award in 2010 for the successful integration. Excellent background in call center applications and technologies: Network, telephony and web based applications, WFM, CTI, IVR and CRM suites. Provided leadership and strategy to transform contact centers to a more focused revenue generating mission. Contact centers are responsible for approx. $550+ million year in revenue. Corporate leader/sponsor responsible for implementing Microsoft Dynamic CRM across enterprise. Responsible for $30+ million annual budget in an organization of over 525 customer service professionals. Developed Cost of Quality initiative that has been integrated into organization. Reported to President.

Waste Management, Inc.

Vice President Customer Service Houston, TX

2000 2005

Provide strategic leadership for Waste Management, a 13 billion dollar Fortune 200 company. Recruited to create and lead customer service organization chartered with creating a customer centric view for 54,000 employees in a very dispersed, culturally challenged organization along with designing and implementing new customer facing processes and technologies. Chief customer advocate. Responsible for all aspects of service, contact center design and management and service recovery processes. Directed development of customer service support organization and associated processes, policies, practices, tools, applications. Created and directed Waste Managements Customer Satisfaction and competitive research, along with creation of improvement strategies and tactics. Interface heavily with IT group with focus on CRM application development, web (both inter and intra) development focused on self-service applications and implementing/leveraging new technologies across organization. Assisted in planning annual national meeting. Reported to Senior VP Sales and Marketing. Developed, implemented and managed ongoing administration of Service Machine, an enterprise wide service improvement process. Service Machine involved standardization of processes and measurement of key performance metrics across the companys operating Districts, which included operations, sales, billing, credit & collections and customer service. Service Machine directly addressed nearly 50 key metrics and is a primary performance indicator for the company. Service Machine dramatically drove down defects and rework & improved customer satisfaction that resulted in a 3.5% reduction in churn. Service Machine was key in creating greater esprit de corps in the company through team oriented goal attainment and the quest to attain Gold Certification through a certification/audit process. The company achieved an all time high in Customer Satisfaction month after full implementation. Developed and implemented call center balanced scorecards, measuring both effectiveness and efficiency, resulting in 25%+ savings and dramatic improvements in customer satisfaction where implemented. Implemented CSET (Customer Service Excellence Team) intranet site, providing enterprise reporting, training, quality assurance resources, and achieving greater cohesiveness across dispersed customer service organization. Created and implemented comprehensive company-wide Customer Satisfaction (CSAT) measurement program. CSAT is a key performance metric used throughout organization. Responsible for CSAT analysis, along with all related research (VOC, competitive studies, customer segmentation analysis). Commissioned Defection Study that became burning platform for 2005 Strategic Business Framework goals. Designed defection model that is being implemented to identify customers at risk and proactively intervene. Early results indicate 30% improvement in retention.

Waste Management, Inc. (cont.)

Executive sponsor for several key impact initiatives: o New invoice initiative o Web-based bill payment application (EZPay) o CCV (Consolidated Customer View), a web based application that dramatically improves employees view of customers, enabling further consolidation of call centers. Executive steering committee member for selection of new Revenue Management System (SAP). Corporate communications executive steering committee member. S&M executive sponsor for WMVisor (intranet) overhaul.

Yellow Transportation (YRC)

Senior Director Customer Support Overland Park, KS

1984 - 2000
1998 2000

Led all customer support functions for Yellow. Responsible for two award-winning contact centers with over 500 staffed positions. Yellow was recognized by CIO magazine as one of the top 100 technology companies in the world. Yellows centers reflected the latest in web-enabled customer contact centers. Responsibilities included: Overseeing the customer support staff (3 directors, 50 managers and staff, 400 CSRs, 1/3 whom are Teamsters), developing and implementing companys strategic vision and plan for customer service, assisted in creating Yellows customer service presence on the internet (view www.myyrc.com), establishing and adhering to a $31,000,000+ annual budget, creation and dissemination of all customer service philosophy and procedure for 25,000+ employees in organization, developing and implementing CRM strategy, design and implementation of Yellows service recovery program, membership on strategic market planning steering committee and other ongoing groups responsible for development of strategic planning for the corporation. Reported to Senior VP Sales and Marketing. Contact centers received TeleProfessional Magazines 1998 Award for Call Center Excellence silver award for IB business to business contact centers (Compaq won gold and American Express bronze) and 1998 TCS call center showcase award. Successfully implemented ASP (advanced speech processing) application, which resulted in 3 month ROI and a 20% labor savings. Successfully introduced Chat into organization in 1998, years before most other organizations.

Director, Customer Service Des Moines, IA

1995 1998

Selected by senior management to help develop, open and lead Yellows first and largest centralized customer service center. Assembled and developed team that provided best in class customer service. Instrumental in developing CSC from the ground up: Customer service philosophy, attitude, team structure, CSC structure, communications, policies, procedures, technologies, etc. Managed and mentored staff of 25 managers/support staff and 320 CSRs. Blended center is primarily IB customer service with added responsibility for several other specialty groups: Volume Transportation truckload services (1999 Revenues: $50 million), Platinum service group (specialized services for National/Corporate Accounts) and Return Goods Management (reverse logistics). Responsibilities included: Ongoing review & implementation of CSC support technologies, CSC - field communications, interfacing of new freight flow technologies and procedures with the CSC, budget development and adherence (19+ million annually), and revenue attainment. Reported to Vice President Customer Service. Successfully transitioned local customer base from local customer service to centralized while improving customer satisfaction by 15% Grew Volume Transportation revenues by 20% Dramatically improved center productivity (through process design) resulting in 15% labor savings Ernst & Young added center to their Best Practices list as a world-class customer service facility Other Responsibilities: Re-Engineering Team Member Overland Park, KS Branch Manager - Tacoma, WA General Operations Manager - Seattle & Kent, WA 1984-1995 Operations Manager Portland, OR Operations Supervisor Portland, OR

PROFESSIONAL AFFILIATIONS & ACKNOWLEDGEMENTS

Member Society of Consumer Affairs Professionals (SOCAP) & International Customer Service Association (ICSA) Past Member Customer Support Magazines Board of Advisors Speaker and advisor BCS Business-to-Business Customer Service Forum Guest lecturer: Jesse H. Jones Graduate School of Management, Rice University Speaker: Inc. Magazines Customer Service Forum ICM conference on CRM ROI, Melbourne & Sydney, MIT Center for Transportation Studies Forum Australia Canadian Assoc of Logistics Mgmts Annual Conf

EDUCATION
Bachelor of Science- Marketing University of Oregon