MITCH MANN 740 Meadow Cliff Drive | Saint Charles, MO 63303 | (636) 922-9528 | (480) 381-24 70 | mm1e4518e@westpost.

net SENIOR DIRECTOR OF OPERATIONS Experienced, highly effective operations leader with a varied and impressive tra ck record of accomplishments, expertise, and success in leading cross-functional teams in achieving financial objectives, productivity metrics, and delivering r esults that impact corporate growth. Dynamic and transformational leadership sty le combined with the ability to build high-performing teams focused on achieving objectives in a collaborative and motivating work environment. A solid communic ator and leader with excellent analytical and problem solving skills along with expansive decision-making capabilities. AREAS OF EXPERTISE CONTACT CENTER OPERATIONS | PRODUCTIVITY OPTIMIZATION | TALENT DEVELOPMENT | CUS TOMER SERVICE EXCELLENCE MULTI-CENTER P&L | SALES GENERATION | EXPENSE CONTROL | BUSINESS DEVELOPMENT TECHNICAL SUPPORT | OPERATIONS MANAGEMENT | PROCESS IMPROVEMENT FINANCIAL PLANNING | CLIENT RELATIONS | WORKFORCE MANAGEMENT * Seasoned executive offering 20+ years of progressively responsible expertise i n contact center, customer service, client relations, revenue growth, project ma nagement, and operations management. * Exceptional leader with the demonstrated ability to develop and implement meas urable and actionable operational strategies that drive efficiencies vital to in creased revenues and bottom-line profit improvement. * Expertise in the management and oversight of multi-center management teams and operations of complex, high volume contact centers that deliver best in class c ustomer care, technical support, telesales and back office service and support. PROFESSIONAL EXPERIENCE EXPRESS SCRIPTS, Saint Louis, MO | 2010-Present Senior Director (2010 - Present) Provide executive leadership for the -Member Choice Center-, driving performance through enhanced infrastructure and process improvements delivering concierge s ervices to new pharmacy benefit clients and members of the Express Scripts pharm acy. Lead and manage an $18 million acquisition operation comprised of 475 inbou nd and outbound acquisition advocates across three sites that support several mi llion members, over 100 clients and 1.2 million annual inquiries. Fully accounta ble for the attainment of stringent service level agreements, profit and loss, c lient growth and satisfaction, revenue targets as well as team member engagement . * Lead strategic planning for organization, collaborating with product and accou nt management teams in the development of client relations strategies, defining critical paths, financial forecasting and cross-organizational initiatives. * Drive key performance indicators and develop talent within the organization, e stablishing a shared mindset and facilitating effective communications across a multi-site organization. * Create and nurture high-caliber teams while driving organizational focus throu gh alignment of talent to strengths, increasing accountability, streamlining lea dership structure and fostering business partner relationships. * Provide senior leadership to facilitate communication, engagement, and collabo ration across entire Express Scripts organization.

Selected Accomplishments: * 2011 results projected to exceed budgeted sales by 22% with a 12% favorable ex pense variance; full year bottom line impact in excess of $2,000,000. * Outpacing 2010 key performance metrics, which include a 27% productivity incre ase, 15% improvement in conversion rates and 20% decrease in cost per sale while enhancing service quality and employee morale. * Currently leading cross-organizational initiative to increase staffing 50% ove r next 90 days to handle increased customer demand and enhance overall organizat ional revenue results. Developed creative hiring and training plan with busines s partners in less than a week due to strong, established partnerships. Project on track to meet all objectives and deliver significant revenue to organization. * Led complete restructure of a comprehensive bonus program, defining a plan foc used on sales matrices, driving bottom line gross margin while creating a lucrat ive, self funded plan. Program exceeded established objectives within 60 days le ading to a 25% improvement in productivity, 10% increase in sales and elevated t eam member engagement. * Slashed unplanned absences by 50% within the first 90 days of a completely rev ised and stringent attendance policy model focused on the implementation of cons istent processes and enhanced accountability. * Led cross-organizational project team tasked with enhancing Workforce Manageme nt support and service delivery. Results included significantly improved operati ons reporting, more proactive performance management and excellent key performan ce metrics. Changes directly attributable to organization meeting all Service Le vel agreements in 2011. * Partnered with Human Resources to develop front-line leadership training progr am that included performance coaching modules, corrective action -toolkits- and monthly leadership series. TSYS MANAGED SERVICES, Tempe, AZ | 2000-2010 Senior Director (2007-2010) | Director (2000-2007) Led and managed the day-to-day and strategic operations of a $20 million, 350-te am member full-service business process outsourcing contact center with full P&L and revenue responsibility for an offshore and domestic customer base of 800K t hat generated one million inquiries annually. * Extensive involvement, decision-making, and strategic planning in the areas of financial forecasting, client management, and the implementation of new product s and services combined with responsibility for all support functions across mul tiple centers including workforce management, quality assurance, performance rep orting, and training. * Responsible for directing all operational efforts, achieving stringent client service level agreements and managing client relations while attaining all finan cial targets through the development and oversight of contact center compliance initiatives, quality assurance programs, and initiating process improvement stra tegies. Selected Accomplishments: * Exceeded budget targets by 35% while reducing expenses by 12% through strong l eadership and performance, solid expense management principles, streamlined orga nizational structure, and enhanced service offerings. * Successfully captured $1.2 million in new revenue during first 10 months of 20 10, leading due diligence engagements and new client prospecting and analysis. * Led cross-functional project team responsible for developing organizational di rection and negotiation regarding key vendor partnership. Results included a $1. 5 million reduction in service fees over the life of a new three-year agreement. * Reduced team member attrition from an annual rate of 100% to a five-year avera ge of 25%, driving strong leadership performance and accountability, clear commu nications, and a constant focus on team member development and cohesiveness. * Realized an estimated $1 million in annual reduced cost structure and revenue retention as project leader for an offshore contact center implementation, direc

ting business case development, vendor sourcing and selection, and technology in frastructure for the new operation. * Achieved record level customer satisfaction scores, exceeding all key client m etrics in the areas of enhanced first call resolution results, increased agent u tilization, and a significant reduction in handling times. SPRINT PCS, Fort Worth, TX | 1997-2000 Unit Manager (1998-2000) |Senior Manager (1997-1998) Direct oversight and responsibility for leading a team of 400 employees across m ultiple lines of business operations with responsibility for the management of c ustomer services operations in a fast-paced contact center environment, driving processes that enhance service quality, reduce repeat calls, and increase custom er satisfaction levels. Drove enhanced education and development of team members with a unique leadership approach that generated a culture of ownership, collab oration and high team member satisfaction. Selected Accomplishments: * Recognized for consistent achievements and exceptional performance, sustaining a 30% increase in productivity, enhanced service levels, and cost reductions of ~$300K per year. * Increased annual revenue by $2 million with the effective leadership and overs ight of customer retention unit operations, increasing customer save volume by 5 00% while doubling the number of retained accounts. * Led special project team tasked with the reduction in billing inquiry backlog, cutting backlog by ~93% in less than sixty days. * Built, organized, and developed a new unit of 160 customer advocates, leading all phases of the project from initial inception through to implementation withi n 30 days. * Achieved outstanding results on first-ever employee survey that included highe st job satisfaction level across the entire 1,200-employee call center. EDUCATION & PROFESSIONAL DEVELOPMENT State University of New York, Buffalo, NY | Bachelor of Science, Business Admini stration TRAINING Dale Carnegie Leadership Program | -Promising Leaders- Program | TSYS Corporate Mentor Program PROFESSIONAL AFFILIATIONS Call Center Network Group | Call Center Professionals | Worldwide Contact Center Professionals CHARITABLE ENDEAVORS Junior Achievement | MS Corporate Achievers