Sean Ilenrey
VP - Client Services & Contact Center Operations in Atlanta, Georgia
Executive with over 10 years of experience in the Contact Center and BPO industries. Built and managed several departments Domestically, in Latin America and the Philippines. Relocated abroad to Hermosillo, Mexico launching The Results Companies’ first centralized Workforce Management (WFM) Planning and Real Time Analytics department in Latin America. Scaled the department from 3 direct reports to an Org of 17 direct and over 50 shared reports at time of departure.
A key player in doubling company's revenue generated from assigned Fortune 500 accounts (i.e. Sirius XM & WellCare Insurance) in two years via Performance Strategy and Staffing Efficiency. Managed accounts in excess of $50M in annual revenue encompassing over 1,700 FTE.
At Donnelly Communications restructured Contact Center Operations and WFM for gains in Utilization and Service Level. In comparison to the previous year, the revised Operation reduced excess staff by 29%, yet improved Service Level by 17%. The EBITA remained consistent to previous year, however the Profit Margin improved due to a reduction in COGS.
Currently VP of Client Services and Operations for Michael Kors Consumer SupportandCharming Charlie Customer Service. Oversight of Nearshore and Offshore solutions for Donnelly Communications. Current site locations managed are the follow: Atlanta, GA, Santiago, Dominican Republic and actively launching Georgetown, Guyana.