GENERAL MANAGER AND BOARD MEMBER Executive Profile High performing Customer Relationship Management BPO executive proven experience managing high growth/complex operations serving diverse industries include wireless, technology, insurance, healthcare consumer services. A change agent well-documented history growing assets expanding client relationships setting effective strategic direction, building platform consistent operational execution proactively developing talent, processes culture continuous improvement. Professional Strengths Executive General Management Strategic Planning Operations (Multi-Channel Contact Center, etc.) Business Development P&L Management Account Management Talent Organizational Development Cross-Functional Leadership Selected Achievements As Senior Vice President Operations ASURION, proactively reengineered operations, enabling revenue grow $400 million $2 billion two years, improving margins, customer satisfaction subscriber retention. Professional Experience 01/2011 01/2013 General Manager Board Member Company Name － City State A client CMP provides case intake solutions legal industry). Lead team 100 associates facets business operations include contact center, client services, sales, financial management. Proactively implemented strategic plan reengineered business operations, resulting 100% increase revenue, 51% increase client retention less two years. After positive liquidity event ASURION, chose leave corporate environment time raise two sons single parent achieve goal becoming entrepreneur). 01/2007 Current Chief Executive Officer Company Name － City State 000 independent contractors, managed P&L $250 million. His expertise includes strategic planning, call center/BPO operations, customer relationship management, business development, account management, Human Resource Management. As entrepreneur, started two businesses, helped start two others, completed dozens consulting service brokering engagements clients. Clients included, PEROT Systems (Revenue Cycle Management), MERCK (PBM), EAPC (Behavioral Health) DELL, SONY, Verizon, T-Mobile, Discover, BRIGHTSTAR, TRUSOURCE Labs (Nest/Google), Citigroup. Mr. Thomas currently serves Founder CEO Contact Management Partners, LLC, operations consulting business process outsourcing partner helps organizations better acquire, retain optimize customer relationships effectively scale/manage operations. CMP provides practical, hands consulting focuses ensuring right strategy, people, process technology place aligned, ensure satisfying customer experience profitable bottom-line. Mr. Thomas graduate University South Florida resides Franklin, Tennessee two sons, Christopher Michael. 01/2004 01/2006 Senior Vice President Operations Executive Team Member Company Name － City State 2 billion global organization providing insurance roadside assistance services wireless industry). Reported Chief Executive Officer. Lead claims processing, customer service, technical support, roadside assistance groups facets business operations. 3,000 associates located five locations, network 10,000 independent contractors, P&L $250 million. Clients included Verizon Wireless, T-Mobile, Cingular, Alltel. Proactively improved operations inter-company collaboration resulting $100 million additional revenue, cost per claim reduced 40%, reships 16% customer satisfaction scores increased 84% 93%. 01/2003 01/2004 Vice President Business Development Company Name － City State Start-up venture founded former CEO Client Logic, providing offshore business process outsourcing services within APAC region). Reported President helped create sales division. Acquired Physician Practice Group, establishing organization within healthcare marketplace. 01/2002 01/2003 Senior Vice President Company Name － City State 500 million global provider BPO services). Reported Chief Operating Officer. Lead team 2,500 associates four locations, providing customer care, sales, technical support services. Managed P&L $80 million supported clients include; DELL, Sony, Microsoft, EarthLink, Sears. Reengineered operations grow revenue $11 million margin 7%. Led global best class initiative reduced organizational attrition 40%. 01/1997 01/2001 VP General Manager Company Name － City State A $500 million CRM /e-CRM outsourced solutions provider Fortune 500). Reported President/EVP Operations. Responsible facets business operations include strategic account management, operations, business planning. 2,400 associates within two locations P&L $70 million. Clients included Merck Pharmaceutical, MCI World Communications, JC Penney, TY, Citibank, HBO Harland. Implemented operating processes sales support presentation resulted Corpus Christi business unit designated organization's "model" site used major prospective client visits learning place best practices. Proactively grew client $4.5 million $22 million within 30 months, another client $6.5 million $16 million one year. Produced approximately 29% divisions revenue 35% gross profit utilizing 18% total assets. 01/1994 01/1997 Chief Operating Officer Executive Team Member Company Name － City State A TOP 50 Call Center Outsourcing Company specializing B2B B2C sales). Reported Chief Executive Officer. Lead 300 associates three locations providing inside sales services clients telecommunications, financial consumer services. Functions include account management, HRM, FP&A, P&L $12 million. Proactively improved quality assurance practices reduced cancelled sales 5% 1%. Improved recruiting processes resulted 100% staffing objectives met within labor market 2% less unemployment. 01/1993 01/1994 Director Tele Company Name － City State 127 million direct marketing division providing home furnishing products). Reported President. Lead customer service, sales administration, human resources, vendor relations. Implemented total process re-engineering resulted improved service levels (55% 90%) reduced claim resolution time 50%. Implemented consultative selling strategy increased sales 4.9%. Developed inside sales initiative produced $3 million new revenue. 01/1986 01/1992 Director Staff Development Company Name － City State 1.3 billion direct marketing electronic retailing organization). Reported CEO HSC SVP Human Resources HSN. Responsible training development 7,000 associates leaders multiple locations throughout North America. At request senior management, served variety special assignments include starting customer service department Canadian Home Shopping, Union avoidance within distribution center, turning around travel start-up, acquired reservation company. Proactively developed program recruit train older workers produced flexible workforce, increased sales, reduced labor cost. HSN received Business Partnership Award American Legion Employer Year Award. Education Bachelor Arts Pre-Law University South Florida Skills account management, P, B2B, Behavioral Health, business development, business operations, business planning, business process, Call Center, consulting, Contact Management, customer relationship management, CRM, Client, Clients, customer satisfaction, customer service, customer care, DELL, direct marketing, entrepreneur, senior management, financial, financial management, FP&A, gross profit, Human Resource Management, Human Resource, Human Resources, inside sales, insurance, legal, Logic, management consulting, market, network, organizational, process re-engineering, processes, quality assurance, recruiting, selling, sales, sales support, staffing, strategy, strategic, strategic planning, technical support, telecommunications, vendor relations