Gregg Eppleman

A Proud Member of Gator Nation

GREGG EPPLEMAN
41 Dingley Spring Road
Gorham, Maine 04038
Tel: 207-839-6251
Email: gatorgse@maine.rr.com

Objective                                                                                                                                                                                                                                                       

Confident and results driven contact center executive willing to take on challenges and deliver results in complex, start up, turn-around and established organizations.

Summary

Senior Director competent and accountable for overall leadership, management, support, delivery, budget and implementation of complex solutions for company, customer and satisfaction of investors including the analysis of processes, identifying areas of opportunity and making recommendations .

          -Executive Leadership

          -$500MM Profit & Loss Management

          -Business Process Reengineering and Optimization

          -Multiple Contact Center & Partner Management

          -Outsourcing Strategies

          -Lean Six Sigma

          -Cost Control & Reduction

          -Planning & Forecasting

          -IVR Effectiveness

          -Disaster Planning

          -Team Building, Coaching & Leadership

Career History

Auto Europe, Portland, Maine

             April 2006 - Present

President-Cruise
Was contacted by the CEO to assist with a start-up cruise package call center division within the travel related framework of Auto Europe.  Auto Europe has annual sales of $43MM, and projected cruise sales of $16MM.  Launch date is projected to be September 2006.

-Successfully completed an RFP for a proprietary web based cruise operating system, including vendor selection and contract finalization.
-Successfully hired, and developed the training model for the agents.
-Successfully negotiated net rate and/or higher than normal commission agreements with eight cruise lines.
-Successfully negotiated a travel insurance program for the division.
-Partnered with Marketing to develop distribution channels through email and web based advertising.
-Partnered with the packaging VP to price our product offering for launch.
-Partnered with Facilities Management and IT for the layout and completion of the cruise package call center.

 

HOTELS.COM, Dallas, Texas

2004 – April 2006

Senior Director-Call Center Operations
Responsible for all domestic contact center operations including 1,000 plus employees in three company contact centers, two outsource contact centers and one home-based outsource partner, quality assurance, training, and consumer relations. Annual sales budget of $503MM and operating budget of $45MM.

-Appointed to the Expedia, Inc. Business Operations team after the merging of the travel businesses.
-Increased sales conversion 2% by developing the "Experts" program in conjunction with a web site re-launch strategy for the Brand.
-Reduced cancellations by 10% by developing a Six Sigma cancellation project.
-Reduced average handle time by 9% through the development and implementation of an IVR solution.
-Implemented a succession plan by establishing strategic learning relationships through planned cross training initiatives.
-Increased scores to over 90% in customer care by reengineering the quality assurance program utilizing Nice technology.
-Core team member of an RFI/RFP outsource re-bidding project which included 45 original bidders.
-Reengineered the sales and customer care training manuals and methodology.
-Core team member for the new CRM design and presentation.

 

CRUISES ONLY (PART OF MYTRAVEL), Orlando, Florida

1990 - 2004

Vice President/General Manager
Successfully directed 200 plus employees in three company contact centers with budgets up to $100MM in cruises sales, customer service, document delivery, training, and external partner management.

-Increased sales from $20MM to $50MM in three years by developing and delivering a new business strategy.
-Managed conflicts, risk and facilitated solutions between business groups through three ownership changes.
-Implemented a standard methodology and standardization of tools for our web presence.
-Developed individual and team metrics to achieve sales goals.
-Developed and coached staff to meet sales and customer service goals.
-Maintained high levels of morale, energy, and motivation.
-Successfully started up two new travel operations in Portland, Me. and Jacksonville, Fl.

 

Education

University of Florida Gainesville, Fl
BS-Broadcasting

Villanova University Philadelphia, Pa.
Masters Certificate-Six Sigma
Green, Black and Lean Belts

Allstate Construction College West Palm Beach, Fl
Certified General Contractor-State of Florida

Company Sponsored Seminars :
Problem Solving and Decision Making
Leading Through Others
Improving The Effectiveness of IVR
School of Sales/Marketing

 

Resume

Gregg Eppleman
41 Dingley Spring Rd
Gorham, Me 04038
(207) 839-6251 home
(207) 831-8365 cell
gatorgse@maine.rr.com