Summary
Overview
Work History
Education
Skills
Prior Positions
Professional Development
Certification
Timeline
Generic
FRED SINGLETON

FRED SINGLETON

Hickory

Summary

Results-driven Global Account Management and Operations Professional leveraging 23+ years of support center management success ¨ Enterprise change agent, creating success-oriented cultures ¨ Customer experience SME ¨ Strategic account portfolio manager, driving revenue growth and solutions development ¨ Service delivery expert, implementing industry best practices ¨ Innovative self-starter, prepared to take initiative and measured risks ¨ Skilled technology analyst, introducing leading-edge solutions ¨ Project manager, delivering on time/on budget ¨ Strategic VOC planning expert ¨ Articulate communicator, building rapport and trust at all levels ¨ Valued client advisor, forging strong relationships with internal/external stakeholders ¨ Top performer who thrives in high-demand, high-expectation environments ¨ Charismatic leader, building and managing peak-performance teams

Professional management leader with focus on operational excellence and team collaboration. Known for driving impactful results through strategic planning and execution. Highly reliable and adaptable, excelling in dynamic environments. Expertise in project management, team building, and conflict resolution.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Site Director

Concentrix
06.2015 - Current
  • Company Overview: A $4.7B Corporation, providing global customer excellence and innovative services that improve life cycle of customer while reducing costs.
  • Offerings include customer lifecycle management services, sales, customer care/experience consulting, tech support, renewals management, analytics, and digital customer engagement services
  • Facilitated operations for large-scale enterprise employing over 225,000 across worldwide locations.
  • Provided updates and insights directly to Senior Director for optimal decision-making.
  • Enhanced customer care, upselling techniques, mobility sales/service, and tech support operations.
  • Managed client-facing daily interactions, weekly reviews, and monthly presentations to senior leadership
  • $23MM P&L, managing 35 direct reports and 600 total FTEs
  • Enhanced account portfolio size by adding $13MM.
  • Turned a temporary project into a $6MM ARR client
  • Reviewed financials and forecast, delivering 5%-8% improvement across various campaigns
  • Enhanced operational efficiency by driving new processes and metrics, achieving top quartile placement among 24 sites.
  • Provided constant customer-experience-focused communications and coaching sessions, improving site from a performance improvement plan to exceeding 100% goal in 3 months
  • Enhanced LOB headcount growth by optimizing employee referral processes.
  • Achieved an 8% monthly increase in gross margins by expanding diverse hiring and capturing significant client share.
  • Offerings include customer lifecycle management services, sales, customer care/experience consulting, tech support, renewals management, analytics, and digital customer engagement services
  • Facilitated operations for large-scale enterprise employing over 225,000 across worldwide locations.

Principal

HBS SCHOOL SYSTEMS
08.2009 - 05.2015
  • Company Overview: A private college preparatory school serving 1,000 students in grades K-12
  • HBS's academic performance exceeds many national levels and is widely recognized as one of the best religious private schools in the country
  • The school is fully accredited by ACSI
  • Reported to Superintendent
  • As Chief Executive on site, responsible for the safety and wellbeing of 450 elementary school students, assuring academic and curricular excellence
  • Managed curriculum development, new hire staffing, faculty evaluations, professional development, and school budget planning/administration
  • Cultivated positive and mutually beneficial relationships with the school community, students, parents, faculty, and staff
  • $2MM P&L, managing 30 teachers and 45 total FTEs
  • Orchestrated all daily activities and fundraising events with a focus on curriculum planning, student activities, parent involvement, and development of top-performing teachers
  • Supervised and assessed student performance using objective and verifiable criterion-referenced assessments, lifting standardized student test scores from 103% to 133% of national average
  • Represented school within community forums, parent/teacher/PTA meetings, and senior leadership team
  • Served as a visible and hands-on instructional leader, assisting students from diverse socio-economic backgrounds to reach their academic, social, and intellectual potential
  • A private college preparatory school serving 1,000 students in grades K-12
  • HBS's academic performance exceeds many national levels and is widely recognized as one of the best religious private schools in the country
  • The school is fully accredited by ACSI

VP, Operations

TELEPERFORMANCE USA
08.1997 - 08.2009
  • Company Overview: A global subsidiary of telemarketing giant Teleperformance, providing outsourced contact center and CRM services, focusing on the telecom, financial services, insurance, media, healthcare and technology verticals.
  • Reported to SVP, Operations
  • Direct operational management responsibility for 13 sites across Indiana, Illinois, Michigan, Arkansas. Florida and Missouri along with Dominican Republic support.
  • Accountable for strategy delivery and performance of people and processes, achieving superior levels of client satisfaction
  • Client services responsibilities included leading weekly, monthly, and quarterly business reviews, daily performance interactions, and VOC
  • Services provided included sales, customer care, back office, recall work, and tech support
  • Accountable for revenue generation and service deliverables
  • $56MM P&L, managing 2,800 FTEs
  • Grew accounts from $42MM to $56MM
  • Delivered 3%-5% annual EBITDA improvement, varying across sites and regions
  • Led daily management accountability, exceeding regional financial GM objectives month-over-month
  • Focused on KPI metrics improvement, delivering banking compliance targets
  • Created employee rewards, reducing monthly turnover from 15% to 9% and absenteeism by 25%
  • Designed and implemented quality excellence programs, driving agent/team accountability and incenting, producing, and maintaining consistently high-quality performance
  • Managed non-billable, non-productive, and performance penalties, increasing billable time by 5%
  • Implemented 'hub-and-spoke' configuration, utilizing cross-function labor pool, increasing productivity by 2-3% and maximizing facility space
  • Reduced per-call cost by 10%-20% by implementing daily readouts, coaching, wrap time, and offline work reductions, freeing up FTEs previously engaged with back office work
  • International experience in this role with the Dominican Republic
  • Developed automated workflows to enhance response efficiency.

Education

Bachelor of Science - Community Outreach/Theology

HYLES-ANDERSON COLLEGE
Crown Point, IN

Skills

  • P&L management
  • Revenue generation and sales support
  • Advanced data analytics
  • Solutions design
  • Audit and business continuity planning
  • EBITDA strategies
  • Voice of the Customer
  • Customer expectations management
  • Recruitment management
  • Internal and external reporting
  • Pipeline development
  • Benchmarking
  • Customer acquisition
  • Customer retention
  • Customer loyalty programs
  • QA management
  • Process re-engineering
  • Strategic pricing
  • SLAs
  • Contract negotiations
  • Workflow management
  • Global implementations
  • Multi-channel customer interaction
  • Start-ups
  • Turnarounds
  • Risk management
  • Client advocacy
  • Business reviews
  • Customer experience management
  • Results achievement

Prior Positions

  • TELEPERFORMANCE USA, Site Director, 03/01/03, 05/01/04
  • TELEPERFORMANCE USA, Shift Manager, 02/01/99, 03/01/00
  • TELEPERFORMANCE USA, Supervisor, 05/01/98, 02/01/99

Professional Development

  • COPC, Licensed Coordinator.
  • Technical proficiencies include Microsoft Office (Word, Excel, PowerPoint, Outlook) and I.E.X.
  • Community contributions include serving as church Sunday School teacher and serving as volunteer for community outreach programs for underprivileged youth.
  • Willing to consider domestic relocation; able to travel up to 30%.
  • US citizen, willing to travel internationally.

Certification

COPC Certified

Timeline

Site Director

Concentrix
06.2015 - Current

Principal

HBS SCHOOL SYSTEMS
08.2009 - 05.2015

VP, Operations

TELEPERFORMANCE USA
08.1997 - 08.2009

Bachelor of Science - Community Outreach/Theology

HYLES-ANDERSON COLLEGE

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FRED SINGLETON