Harold Vance

Cheers, I am Harold Vance a senior executive specializing in a 360 degree view of call centers, from Analytic s through Sales. I have used, chosen, sold and implemented call center technology through various roles in and out of the call center.

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Harold Vance is an Industry expert for Speech Analytics, Call Center, IT, Professional Services, Sales, Strategic Sales, Customer Relationship Management and Consulting. Harold has a unique ability to to build productive relationships with clients and co-workers. Harold has outstanding technical skills and is able to discuss and describe systems, applications, projects, and issues at whatever level is needed for his listener to understand. In our complex world, this is a very desirable skill. Harold has excellent written and oral communication skills, is a very quick learner, and an outstanding  teacher. Harold is very dedicated and does whatever is needed to get the job done.

Director of Client Engagements at Nexidia

October 2010 - April 2012

Working with the Sales Team and responsible for delivering custom speech analytic proof of concepts in the pre-sales process, including client needs assessment, analytic framework development, business case/ROI analysis and final presentation to executives.

Engagement Manager at Nexidia

February 2008 - October 2010

Member of the Nexidia Professional Services Team Deployed the Nexidia product Complete Lifecycle from initial Sales\Proof of Concept, Installation, Training and Deployment Designed and Delivered Proof of Concepts Developed Project Charters, Statements of Work, Training Materials, Project Plans, Business Cases and Executive Presentations Developed action plan to improve productivity and solve key business issues Delivered Proof of Concepts, Executive Presentations, Training, Speech Analytics Workshops. Expert in Nexidia Software

Strategic Sales Manager at Telvista

2006 - 2008

Business Development and Sales of Call Center and Professional Services Consulting, roviding sales, operational and professional services advisement to enable the company to expand into new markets and target emerging and maturing markets. Full Sales cycle from business development through contracts and implementation. Telvista Ambassador (speaking engagements, article creation, seminars) Facilitator of Rapid problem resolution. (Embrace problem situations and quickly determine, asses and compile an approach for resolution, while minimizing risk) Industry Expert for Call Center , IT and CRM with 13 plus years industry experience: Operations through IT

Owner at HLVAdvisors

February 2005 - February 2006

International Business Development  Providing business development, planning and strategies for a multinational company. Providing sales, operational and professional services advisement to enable the company to expand into new markets and target emerging and maturing markets. Delivered over $20 million in total contract value. International Help Center Consultant  Providing help center strategies for multinational companies. Providing operational strategies and professional services advisement to enable the company to increase efficiencies, increase customer satisfaction while decreasing costs. This allowed the companies to focus on their core business and help increase the knowledge of their internal teams. In one company I reduced abandon calls from an average of 40% down to 4% in 60 days, while utilizing the existing staff.

Executive Director Professional Services at Telvista

July 2001 - February 2005

Responsible for the following business units: Professional Services, Strategic Sales, CRM, IVR and Consulting Evaluated possible partners/acquisitions in India by conducting onsite analysis of the infrastructure, operations, training and quality assurance for multiple Call Centers in that region for future expansion. Expert knowledge in CRM implementations including; Siebel, Clarify (AMDOCS) and PeopleSoft (Vantive). Utilize on the job training for Sales Team to increase their Professional Services Sales effectiveness. Review RFI & RFP’s for both Professional Services and Call Center (Provide answers or add more depth to answers when needed).Telvista Ambassador (speaking engagements, article creation, seminars. ASP Board Member. Strategic participant in sales calls. Facilitator of Rapid problem resolution. (Embrace problem situations and quickly determine, asses and compile an approach for resolution, while minimizing risk). Developed workflows, call flow and business process.

Director at CompUSA

January 1998 - June 2001

Responsible for developing, maintaining and managing the Information Services function in the Call Centers. Oversee program management for process and technical solutions, Support developmental activities and strategies to bring in new business, Identify and recommend areas of improvement and opportunity for enhancements in operations and productivity, Implement change to processes, systems and procedures, Facilitate exchange of ideas and best practices, Create and manage Service Level Agreements, Ensure timely and accurate completion of projects and assignments, Provide training and leadership to employees, Manage, review and evaluate Team Member’s performances, Ensure compliance with company and department policies and procedures while informing employees of changes, corrections and adjustments., Maintain awareness of changing technology and make recommendations for integrating change into current operations, Maintain cost controls to ensure budgetary compliance

Senior Associate II at Cambridge Technology Partners

1997 - 1998

IT Help Center Manager at Hoerscht Celanese

1997 - 1997

Program Manager at Stream International

1993 - 1997

Group Manager at Corporate Software

1993 - 1995

Technician at Core Laboratory

1989 - 1993

Owner at Vance Business Consulting

2012 | Dallas, Texas

Senior Executive specializing in Call Center Technology. Directly responsible for the planning, implementation and development of key processes within a Call Center to achieve and ensure that superior customer service is delivered along with reduced costs. Dynamic, goal oriented with a reputation for keeping abreast of new technology and finding the right solutions for all clients.

Brookhaven College

1990 – 1992

Associates

Speech Analytics, BPO, Call Center, Consulting, Customer Experience, Project Management, Program Management, Management Consulting, Process Improvement, Call Center Tune up, Information Technology, Sales, Marketing