Aaron Davis

• Develop and implement with Global Operations, a business strategy for the regional site • Responsible for meeting the KPIs (SLAs and quality) and obligations established within the contract • Drive initiatives that contribute to long-term operational excellence of the site and the company business • Manage the client relationship, successfully setting and directing the client expectations in line with the business activity • Responsible for all financial activity and results for the accounts • Ensure consistent, open and effective communication with the operations teams, across the business and with the client • Demonstrate leadership that embodies the corporate values and ethics and promotes an open, fair, and honest environment

Reported directly to Chief Operations Officer. Oversaw all aspects of site supporting inbound and outbound contacts across eCommerce, Financial Services, and Information and Technology Services. Local ownership of P&L, budgeting and forecasting, client relationship management and business development. Direct management of all departments including Operations, Human Resources and Recruiting, Training and Leadership Development, IT and facilities management. Lead multiple buildouts including decommissioning a facility while completing builds in two others. Lead development and deployment of enterprise-wide initiatives for leadership development and performance management, and global operating model. Advanced knowledge of local labor law. Revenue, capacity and headcount growth of over 350% over 10 month period.

Reported directly to Chief Delivery Officer. Launched operations in Mexico, directly managing all aspects from implementation to steady-state. Hands on, results driven execution of successful launches for 5 omni-channel client campaigns across eCommerce, hospitality and logistics verticals, including both sales and support teams. SME in local labor law, staffing and developing all departments with an emphasis on global alignment and local execution. Primary POC for regional business development. Lead on temporary facilities build, permanent site selection and design, community engagement and cultural ambassador. Direct ownership of P&L, vendor and shelter contract. eNPS 68 average in all quarters of 2018-2019

Reported to Senior Director. Managed all strategic and tactical aspects of a $10M annual revenue high-tech client across 14 LOBs, 3 sites and 500 FTE. Serve as primary point-of-contact between business development and service delivery teams to drive operational excellence and further account penetration.

Reported to NA VP of Operations. Managed a 250-seat outsourced contact center providing inbound customer care to an online banking client. Managed all operational aspects including staffing, training, WFM, and quality, and all facilities requirements including a build-out and major renovation project.

Reported to Director. Responsible for operational direction, service delivery, and client/employee satisfaction across 5 lines of business. Services covered English tiered sales and service in high-tech vertical, and multi-lingual concierge level sales and service for an international travel loyalty program.

Reported to Service Delivery Director. Managed a team of 15 supervisors and 300 call center agents providing inbound sales and service support for a major telecom company. Standardized operational excellence, reporting, and best practice performance management. Designed and implemented employee recognition and “pay for performance” incentive programs. Heavy client-facing responsibility for performance analysis, invoicing, training, staffing, reporting, and scheduling.