Joe Valtierra 250 Court Yard Drive, Dakota Dunes SD 57049 605-376-8776 jv13015b6@westpost.

net Director Accomplished and highly driven manager who has been immersed in the call center industry for over 16 years. Innovative and dynamic leader, who has successfull y created new start up departments and sales channels that are progressive in ap proach and aimed at exceeding the companies' and customer's expectations. Except ional communication skills with ability to build teams that exceed performance g oals. * Successfully established two start up departments for two different companies. Departments consisted of inbound and outbound environments that included both E nglish and Spanish channels. * Trailblazer approach that has identified multiple sales strategies for compani es' products and services that have increased revenues and/or account bookings. * Highly ambitious leader that has engineered my departments to meet budget goal s, service levels and performance KPI's monthly by focusing on employee developm ent, system enhancements and creating a culture of accountability. * Advanced knowledge in the financial aspects of running a department. Effective at budgeting including sales and call forecasting. Management style in this are a is minimizing risk while maximizing performance / profit opportunities. Summary of Skills New Business Development Vendor Management Budgeting Staff Management Project Management Regulatory and Compliance Relationship Management Team Leadership Strategic Operations Planning ons Training and Development Change Management Cost Reducti

Professional Experience July 2004 - Present Teleservices Managing Officer PREMIER Bankcard, Dakota Dunes, SD PREMIER is a sub prime credit card issuer. It is the 13th largest issuer of Mast erCard in the United States. PREMIER has 5 locations all located in South Dakota and has over 1800 employees. Prepare and manage annual department budget for 250 seat department. Establish s ales acquisition strategy of company products and services through the inbound T eleservices process. Develop and direct department and supporting departments to ensure performance, service levels and compliance/regulatory goals and standard s are met. Built high performing management team through motivation, training/de velopment and accountability. Collaborate with supporting areas to enhance syste ms in order to meet the changes within the business and needs of the customer. P rovide monthly variance review to Sr management on results, operational strategi c objectives, identify risks and growth opportunities. Additional responsibiliti es include taking over struggling outsourced vendor process and turning them aro und to meet the same standards as the in-house process. * Created start up inbound sales center in 2004 that changed business strategy f

rom 100% outsourced to 85% internal due to 20% increase in new account acquisiti ons annually and reduced expense by 25%. * Evolved department from just inbound sales to also include outbound sales stra tegies that also include both English and Spanish channels. * Implemented "up sell/add-on" product strategies that have generated over 8m in revenue annually. * Established line balance processes to reduce sales acquisition expense. These processes include Customer Service functions that provide the business additiona l support and maximize employee utilization. * Led project team that implemented web based application platform that allows i ncreased speed to market when implementing new sales strategies, create agent ef ficiency through reduction in handle time, and minimize quality/compliance risks . * Awarded PREMIER's highest award to an employee, "The President's Award," in 20 09. For significant contributions made to PREMIER and community. April 2003 - July 2004 Relationship Manager BANKFIRST, Sioux Falls, SD BANKFIRST was a sub prime credit card issuer. It had 1 location in South Dakota. BANKFIRST employed over 500 people. (after downsizing) Acquired new clients seeking prepaid debit card solutions. Oversaw implementatio n of programs from the point of sale through the time program went live. Negotia ted contracts, worked with vendors and MasterCard/Visa associations to create pr ogram the client desired. Worked with legal and compliance to ensure program met association and state and federal regulations guidelines. Acquired new clients through cold calls and referrals from vendor / association partners we worked wi th. * Added clients such as FSV Payment systems, Galileo Processing Inc and Usher Ma sterCard. Through these clients BANKFIRST was able to issue 100k+ cards and net revenue of over 2M. * Added revenue streams by focusing on adding on merchant processors such as Fis erv as BANKFIRST would be the issuing bank for all card programs these processor s implemented. * Implemented over 50 new prepaid programs in the 15 months I was in this role. October 2000 - April 2003 New Business Manager BANKFIRST, Huron, SD BANKFIRST was a sub prime credit card issuer. It had 3 locations between South D akota and Arizona. BANKFIRST employed over 2200 people. Developed, managed and implemented outbound sales strategies that include both n ew customer and product acquisition. Prepare and manage annual budget for 200 seat department that was in multiple sites. Developed and directed department and supporting departments to ensure performance, service levels and compliance/regulatory goals and standards were m et. Built high performance management team through motivation, training/development and accountability. Collaborated with supportin g areas to enhance systems in order to meet the needs of the business and of its customers. * Created start up outbound sales center in 2000 that provided business new chan nel to acquire new customers and offer current customers new products. Outbound channel increased new accounts by 10% and generated over 31m. * Implemented numerous sales strategies and campaigns that increased revenue, re tained and acquired new cardholders. The strategies included Debt Protection, Ro adside Assistance, RX Program, Winback and Multiple Account Acquisition.

* Achieved a satisfactory rating or better on all reviews/audits by Internal Aud it and Federal Auditors. * Developed an On the Job training program for new employees that have kept annu alized attrition below 10%. * Established sales training program that increased sales per hour and conversio n rate by 50%. * Awarded BANKFIRST's highest honor for an employee, "The Trailblazer Award", in 2001. Recognizes employee who made the greatest contribution to the company. January 1995 - September 2000 Facility Manager Sitel Corporation, Brookings, SD Sitel is a world wide outsourced vendor that has over 60K employees. Managed sites P&L. Developed and managed budget for 60 seat facility with 90+ em ployees. Established outbound sales and dialer strategies in order to meet and e xceed the clients' expectations for performance and hours allocated to the progr ams. Established outbound sales channels that were business to consumer and busi ness to business. Developed management staff and provided the direction to ensu re performance goals were met, we achieved a high ranking for quality from our c lients, met al state/federal guidelines for outbound telemarketing and enhanced employee retention. * Lead business to business merchant program to be #1 in sales acquisition for N ovus client out of all its vendors. * Developed business to consumer Discover program to be #1 out of all vendors * Started as an agent in 1995 and held various positions within site until promo ted to Facility Manager in 1999.

Education * University of Phoenix (on-line) * South Dakota State University * Huron University Professional Affiliations * Food Bank of Siouxland Board Member since 2006 * Food Bank of Siouxland Board President since 2009 * United Way Committee Member since 2005 Professional Experiences Related experience with the following: * Experience with Avaya CMS ACD * Blue Pumpkin Forecasting & Scheduling software * Experience with Davox and Aspect outbound dialers * Cisco (Geotel) and AT&T Call Routing Platforms * Witness and Verint Call Recording Call Platforms * Good understanding of MasterCard and Visa Regulations * Good understanding of credit/lending regulations * Experience with ASP.net.