Prof. Feliza Irvin

Developed business process outsourcing strategies that enable companies to increase market share while decreasing operational cost by simplifying processes, which increase retention & strengthen their image & brand. Provided strategic outsourcing, technology solutions, & operational consulting for several billion dollar corporations in need of global consulting & or service providers in verticals such as Telecom, IP, VOIP, Technology, Retail, Manufacturing, Hospitality, Entertainment, & Finance Companies.

Served as the primary interface and point of contact between the CEO, COO, and client executives all the way down to operations and support groups. Responsible for several large-scale accounts across various locations in verticals that include finance, broadcast entertainment, and telecommunications for clients such as Serius XM and AT&T. Successfully managed the programs growth and forecasting, which enabled proper resource allocation and successful monthly/quarterly/annual financial projections.

Successfully managed over 2000 licensed and non-licensed UHC employees with a P&L of over 9M in monthly rev in 6 different sites for CNX.

Managed the client relationship and ops maximizing resources for optimal success in attaining the revenue goal for multiple LOB. Developed and executed the relationship growth plan, customer experience, engagement, and growth solutions including relationships with the Executive Committee and operations leadership, the identification of opportunities, and the oversight of the solutioning, pricing and contracting of proposals. Strategically improved processes and performance that enhanced bottom line results.

Increased marketability by strategically expanding alliances & channels to meet the overall needs of current & new business clients specific to contact center services. Strategically planned & developed marketing strategies & financial plans for new business. Restructured & implemented an industry focused sales/marketing & account management organizational structure that delivered new programs. Developed sales team & increased customer relationships, loyalty, & market share.

Accountable for exceeding profit margin, growth, P&L, contractual performance, & planning & coordinating all aspects of support service delivery for accounts with different lines of business, including Microsoft Corporation. Increased profit margin by 30% on 10 P&L’s with Millions of dollars in revenue. Achieved #1 ranking in quality & customer satisfaction among several Microsoft vendors on numerous accounts. Integrated global technology platforms to optimize & better integrate fulfillment activity.

Responsible for the development & execution of strategic sales, marketing, & financial plans for this global BPO services company. Developed & managed strategic relationships, joint ventures, & alliances to grow Asia Pacific’s operations & revenue. Sykes portfolio of services includes support, back office, & receivables management for a diverse customer base. Sykes global network of 62 centers enable clients to reduce operating costs, increase cash flow, & improve their overall customer experience.

Managed all support operations for a 450+ Customer Service & Telemarketing Center. Responsible for excellent client/vendor relationships & day to day support of all direct personnel & support groups, including reporting, statistics, budget, training, implementation, management development & center strategy. Consistently Ranked #1 in sales & quality among 14 sales sites nationwide. Successfully coordinating & implementing new customer segments never before handled off shore.

Responsible for nationwide sales & service & an inbound bilingual sales organization with 257+employees & 18 Supervisors. Took center from last place in National Center Ranking to #1in 30 days & consecutively maximized all key performance indicators (Sales/QM/Calls/AHT). Developed strong leaders & top producing teams. Identified center opportunities for strategic alliances, budgeted contest at a rep/sup/manager level, assisted with recruiting, inspected training and implementation, & exceeded expectations.

Science with a focus on Biology

Science with a focus on Psychology