Paul Yuskaitis BSc

47 (3F2) Thistle Street, Edinburgh EH2 1DY

Mobile: +44 (7803) 130 645, Home: +44 (131) 226 6663

E-mail: pgy at ('@') pgy dot ('.') com, Web: www.pgy.com

PROFILE

An Executive Manager with broad experience in all business critical areas. Expertise in developing client relationships, optimising contact centre operations, implementing effective, financially sound business models and building and managing performance driven teams.

Key Skills:

• strategic business planning and performance improvement
• organisation development, team building and supervision
• project and client management
• sales, marketing and account growth
• telesales, customer service and technical support management
• application of technology within business environments

CAREER HISTORY

TELETECH, Glasgow, Scotland, (2003 – 2004)

Director of Operations reporting to Vice President of Operations in North and South America. Initially recruited as Director of Client Relations to manage UK revenue streams of £12 million across client base of 14. Asked to take on additional responsibilities as Director of Operations managing people management, training and quality teams of four-centre operation with over 500 employees and 1600 seats speaking 16 languages.

• Increased gross margin over 10 percentage points and profitability by 35% within 7 months
• Saved three unprofitable accounts by delivering profitability improvements of up to 46%
• Moved three profitable but at-risk accounts above corporate EBIT target
• Renewed and grew business worth over £1.75 million across three different accounts
• Restructured service delivery teams to align direct labour costs with revenues and refocus teams on responsibilities of managing people and driving performance
• Rebuilt training team to enable delivery of induction and development training of Agents and Team Leaders and creation and management of client-specific training programmes

INDEPENDENT CONSULTING, Edinburgh, Scotland, (2003)

Executive Management Consultant retained by private investment group to review business plan for start-up based on wireless technologies, assess the viability of the investment and make recommendations to strengthen the proposition.

Executive Management Consultant retained by a leading UK-based global investment management group to conduct independent assessment of diligence work undertaken by management of investee company to satisfy investor consortium as to the value and merits of proposed acquisition of competitor and adequacy of required investment.

MCINTYRE & KING LIMITED, Liverpool, England, (2002)

Director of Customer Service reporting to Chief Executive Officer. Recruited to manage several key components of £14 million operation including 450-seat Contact Centre, 150,000 sq. ft. Fulfilment Operation, Client Services, IT, Resource Planning and Quality with responsibility for 15 clients and 450 to 900 employees.

• As business development team member, renewed and won business worth over £6.7 million
• Centralised resource planning and reporting resulting in productivity and utilisation increases across all clients and strong headcount controls tied to forecasted activity
• Developed proposal for new ACD based on 20% productivity uplift and 18-month ROI
• Sponsored and managed various IT projects including client audit compliance, Citrix thin client implementation enabling outsourcing to India, software license compliance, Microsoft Software Select Agreement for over 30% savings and telecom and data network optimisation
• Simplified team structure and implemented training ensuring consistent management practices
• Implemented contact centre quality monitoring team and overhauled fulfilment quality control processes to enable resolution of fulfilment quality concerns at the operator level
• Increased utilisation of warehouse space by building 12,000 sq. ft. mezzanine and implementing stronger stock control procedures reducing obsolete stock by over 6%

SYNPHONIX LIMITED, Edinburgh, Scotland, (2000 – 2001)

Director reporting to Chairman. Director of Consulting reporting to Chief Executive Officer. Recruited to manage strategic initiatives and business expansion into consulting sector from a recruitment and training organisation with £1.5 million in annual revenues.

• Developed new legal framework and funding mechanism by implementing new Articles of Association and Shareholders Agreement to support multiple rounds of investment capital
• Completed first-round funding and established automatic triggers for next level of funding
• Identified need for Chairman with experience managing growth companies to point of sale
• Championed initiatives leading to better financial and business planning practices, tighter cost controls and stronger process management across the entire operation

beCOGENT COMMUNICATIONS LIMITED, Airdrie, Scotland, (1999 – 2000)

Director of Operations reporting to the Managing Director. Recruited as one of six members of executive team of start-up contact centre operation with 650 potential seats and projected revenues of over £15 million.

• As business development team member, acquired 12 new clients worth over £3.5 million
• Grew Operations Team to over 100 permanent employees, with over 80 employees being hired in two months to support 14 telesales, customer service and multi-lingual projects
• Recruited key managers and support staff for Operations Teams including Human Resources, Client Services, Service Delivery, Training and Quality and Reporting and Scheduling
• Developed support strategies for all communication mediums within contact centre including voice, email, chat, web collaboration, fax, white mail, etc.
• Built telesales, customer service, and multi-lingual staffing and scheduling models
• Developed Operations Team budget and pricing models for contact centre services

SYKES/MCQUEEN CALL CENTRE SERVICES, Edinburgh, Scotland, (1997 – 1998)

Call Centre Director reporting to VP of Call Centre Services (EMEA and APAC). Recruited as consultant to further develop multi-lingual call centres in Edinburgh and Manila with combined turnover of $25 million and over 400 employees speaking 17 languages.

• Increased Edinburgh contribution by 13% and profitability by 12% within 5 months
• As member of business development teams, renewed and won business worth over £6 million
• Cancelled managed service contract to move telephony support in-house to achieve savings of over £400,000 and a higher level of service
• Revised scheduling to increase call handling capacity by more than 5%
• Implemented recognition programme for top 10% of staff to improve employee morale
• Improved internal communications with weekly management meetings, monthly staff briefings, call centre news letter and employee focus groups
• Maintained annual staff attrition rate at a third of industry norm

MCI TELECOMMUNICATIONS, Denver, CO, (1996 – 1997)

Program Manager within 2,200 strong Call Centre Services Division of America's second largest long distance provider, turnover of $19 billion, 55,000 staff.

• Restructured $7 million client from two to three-tier technical support environment and grew project from 85 agents and 4 team leaders to 140 and 5, respectively
• Implemented 25-person Internet technical support centre for MCI's ISP service

COLORADO RESORT NET, Denver, CO, (1995 – 1996)

Technical Support Director for start-up of on-line ski resort advertising directory.

• Developed processes and database to manage sales, technical support and training
• Increased sales by creating web-based presentations and training sales force
• Supported more than 220 clients with technical support and training

E CENTRAL, Denver, CO, (1994 - 1995)

Sales & Marketing Director for start-up local Internet content provider.

• Designed and built structure, user-interface and content with developers and designers
• Developed products, services, and sales strategies, set prices, and created sales collateral for web advertising and Internet access services

MCI TELECOMMUNICATIONS, Denver, CO, (1990 – 1994)

Inbound Manager for team of three programme managers.

• Developed sales strategies for 10 consumer inbound telemarketing sales channels including National Advertising, Direct Response, Direct Sales and International Markets
• Managed over 150 inbound telemarketing programs generating 60-65% of the 300,000-450,000 inbound calls per month with an average 55% close rate

Programme Manager for SAM'S Club (division of Wal-Mart) affinity marketing programme.

• Negotiated two-year, $140 million marketing agreement and achieved 37% increase in revenue through extensive use of telemarketing

EDUCATION AND TRAINING

University of Colorado, Boulder, CO - BSc Business Administration, concentration in Personnel and Human Resource Management

PERSONAL ACCOMPLISHMENTS

Land's End to John o'Groats, United Kingdom, (2001)

• Bicycled 874 miles in 11 days in self-organised ride raising over £500 for charity

Caledonian Challenge, Fort William to Loch Lomond, Scotland, (2001)

• Hiked 54 miles in 24 hours as part of four-man team raising over £2,000 for charity

PERSONAL INFORMATION

Date of Birth: 10 February 1967

Citizenship: USA with permanent UK residency