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Kevin Hulen, and the Customer Contact Industry I started as
a TSR with APAC Teleservices over 15 years ago.
I offered credit cards via out-bound calls. Then as an Insurance agent and finished transferred
calls binding them to contracts. After
APAC Teleservices I filled positions with ITI (which later merged with APAC)
where I had the opportunity to work with many clients from credit cards, phone
services, political calling, magazine subscriptions and a large number of other
projects. I
then worked a variety of different Call Center positions with several
telemarketing companies just to gain as much experience as I could.
This brought me to CAI Teleservices becoming a Results Network center
gave me opportunity to experience rapid growth. We began working with many large
clients developing projects such as (CPP)
Chase Payment Protector Plan with Chase Manhattan Bank, Nextel Out-Bound sales
partnered with major airlines, I also developed projects for Dish Network, FUSA,
NBNA and other clients. While
working with CAI Teleservices, I got the unique experience of organizing a team
that moved us from a small manual dial center to a major automated center with
multiple locations. The
experience I learned from this helped me establish procedures and process. After
CAI Teleservices I took random jobs with phone rooms and Call Centers offering
products and services, wireless, fundraising, timeshares, and other offers, most
important I was gaining the much needed knowledge. Next,
I worked at a Nextel Vender Center called Discovertel as Center Manger this was
a great opportunity to take a successful company with minimal structure, and
input everything I had created to improve Quality, and Performance. After
Discovertel, I worked with Synergy Solutions on a very high profile project for
the Wall Street Journal. This was a
great opportunity to learn more about call flow, the importance of a script and
how it’s the foundation of a call. To gain more industry knowledge I
took a position at DialAmerica as a Trainer / Supervisor. While employed with
them I helped develop projects for Bank of America and US Bank, and a Corporate
Express account. This
is a summary of my experience in the customer contact industry; I have had the
opportunity to work with many clients on a vast variety of projects, in-bound
and out-bound. I have filled
and been extremely successful in most all positions available in the customer
contact industry. Most
important I know what it takes to accomplish goals on the phones, and I am
completely familiar with the operations of the Call Center; how to maintain
budgets, meet growth goals, maintain retention, develop projects and administer
operations. With all the experience and the knowledge I have gained I am ready to reach for my dream of creating a network of Customer Contact Call Centers that will provide great full and part time jobs and improve the living in the communities CallStreamz will call home.
Kevin Hulen, Business Development
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