CHRIS PURZNER

SENIOR-LEVEL BUSINESS OPERATIONS AND TECHNOLOGY LEADER

973 722 1267 cgpurzner@yahoo.com

Visionary ~ Business Development ~ Turn-around Management

Detail oriented, innovative executive with over 20 years of extensive business development
experience within highly competitive markets. Analytical strategist skilled in successfully
navigating organizations through periods of accelerated change. Collaborative
communicator continually focused on building relationships and promoting synergy across
business lines and global units to drive positive change. Exhibits cohesive, comprehensive
business approaches that lead to enhanced profitability. Areas of Expertise include:
Strategic Planning
Project Management
Sales Planning & Marketing

Staff Training & Leadership

Relationship Building
Risk Mitigation

Revenue & Profit Growth

Business Development
Problem Resolution

E XPERIENCE & N OTABLE C ONTRIBUTIONS

Kaplan Test Prep New York, New York 2005-Present
EXECUTIVE DIRECTOR-OPERATIONS (2012-PRESENT)
KEY CONTRIBUTIONS:
Drive sales of approximately $200M by providing exceptional service, and efficient accounts
receivable management for over 600K customers annually.
Oversee hiring and training process while directing a call center operations team of over 180
employees and a budget of $12.4M.
Identified and implemented an Order to Cash process for institutional customer base to reduce
A/R by 50% ($4.7M) and uncollectible revenue reduced by 70% ($1.4M).
Led integration of Dev Boot Camp, a $16M acquisition into the Kaplan infrastructure: Human
Resources, Finance, Legal, and Operations.
Slashed costs by $3.3M annually by relocating contact center to low cost market, improving the
customer experience, and leveraging new staffing models.
EXECUTIVE DIRECTOR- STRATEGIC INITIATIVES (2009-2012)
KEY CONTRIBUTIONS:
Leveraged both, agile and waterfall project management technique for implementing large scale
technical infrastructure initiatives to reduce operating expense by $900K annually.
Cut annual service costs by $800K with the launch of a customer self-service portal and
customer facing self-help knowledge base.
Project manager for deployment of cloud based multi-channel telecom solution for the
customer care center to increase agent efficiency in telephony, chat, and email while reducing
capital expense and handling 1M interactions annually.
Drove out $800K in expenses annually by focusing on staffing, shipping, and centralization of
tasks while improving quality and efficiency.

973 722 1267 cgpurzner@yahoo.com www.linkedin.com/in/ChrisPurzner

EXECUTIVE DIRECTOR- NATIONAL OPERATIONS (2007-2009)

KEY CONTRIBUTIONS:
Accountable for leading daily operational support activities through directing a team of 30+
direct reports, matrix managing 160 field locations and owning a budget of $14M annually .
Owner of financial operations and systems, field support, technology support, BCP, and
national policy and procedure reviews for $600M annual revenue stream.
Responsible for reducing turn-around time of availability for marketing leads by 3 days
improving conversion rates by 10%.
DIRECTOR SERVICE OPERATIONS (2005-2007)
KEY CONTRIBUTIONS:
Directed a team of over 50 call center managers and associates with a $5-million dollar annual
budget.
Developed training curriculums, documentation procedures, performance requirements,
staffing models and budgets in support of answering 200,000 customer contacts.
Supported business unit product improvements through supply of data and causes of customer
impacting issues.
AT&T New Jersey 1993 2005
PROJECT MANAGER MOBILITY SERVICES (2004-2005)
KEY CONTRIBUTIONS:
Served as the lead interface with vendor for AT&Ts reentry into the $130B wireless market.
Liable for the end-to-end project planning and status communication with the executive
leadership team.
Directed over 15 different functional operational reviews and 6 functional teams in defining
business requirements.
GENERAL MANAGER (2002-2004)
KEY CONTRIBUTIONS:
Led national 1800-CALLATT ad-campaign and supported cross-functional team efforts in
revenue generation of $300M and profit maximization with $125M in two-years time.
Managed all aspects of creating and implementing business plan, $115M budget and income
statement through leading four external agency partners and eight internal partners.
Created and analyzed leading indicators for performance on a daily, weekly and monthly basis,
ensuring actual performance of $15M in monthly revenue was in line with forecasts.
CALL CENTER MANAGER RISK MITIGATION & FRAUD PREVENTION (1999-2002)
KEY CONTRIBUTIONS:
Accountable for business operations, supervision, scheduling and budgeting for Network
Fraud Consumer Center.
Lead a team of 200+ employees engaged in data analysis to reduce AT&Ts risk exposure.
Surpassed productivity projections: increased account investigation by 280% and slashed
operating costs by 19%.

973 722 1267 cgpurzner@yahoo.com www.linkedin.com/in/ChrisPurzner

BILLING PROJECT MANAGER- CONSUMER SERVICES (1997-1999)

KEY CONTRIBUTIONS:
Created time and cost models, budgets, testing and implementation plans to support $400M
revenue stream.
Integrated and consolidated Consumer Billing Operations and AT&T Wireless Services for an
$8M annual savings.
Directed the standardization of AT&T bill formats, the consolidation of multiple print facilities,
and various other projects to reduce yearly costs by $6.5M.
BILLING OPERATIONS (1993-1997)
KEY CONTRIBUTIONS:
Supported the Consumer & Small Business Bill through equipment and material acquisition
development of specifications for marketing inserts, and budget management for 30M invoices
and $600M in revenue.
Supervised four vendors contracts in excess of $50M and provided requirements with a focus
on quality and just-in-time inventory management.
Identified and resolved systematic billing errors through root cause analysis to reduce writeoffs by 9% and decrease new error volume by 23%, reducing uncollectible revenue by $3M
annually.

E DUCATION
Masters of Business Administration
Management
Fairleigh Dickinson University | Madison, NJ |
1997

Bachelor of Arts in History

Villanova University | Villanova, PA | 1993

Training and Development:

AT&T Emerging Leaders Program
Six Sigma Green Belt

973 722 1267 cgpurzner@yahoo.com www.linkedin.com/in/ChrisPurzner