VIDA Management Consultants
Specializing in Customer Interaction
VIDA Management Consultants
Specializing in Customer Interaction
As a founding partner of VIDA Management Consultants, Vicki brings 20 years of call center operational experience with her. She has managed inbound, outbound, and blended centers ranging from 10 to 450 agents. She has started up two centers, completed four expansions, and two center relocations.
Vicki supports call center clients through her experience in reducing turnover; improving agent performance; testing and improving scripts; implementing complaint, call outcome and workforce management systems; managing costs; evaluating call center technologies; and resolving general call center management issues. She also has developed a “how to” coach workshop and other development programs for supervisors.
Prior to co-founding VIDA Management Consultants, Vicki managed call centers for CUC International, Spark Services, Inc. (a CUC International subsidiary), and US Bancorp Brokerage.
AT CUC International, she was the senior person at an inbound/outbound call center branch with bottom line responsibility for the full operation. Vicki was responsible for sales management, training, computer operations, human resources, and recruiting functions. With sales staff of 270 and an operating budget of $6.4 million, she generated $22.6 million in revenue. She also managed inbound customer service, a catalog sales group, and a retention operation that grew its customer base from 400,000 to 610,000 during a 4-month period.
Also at CUC International, Vicki held an account management position where she was responsible for Sears, Amoco, Household Finance, American General Finance, and several small retail banks clients. In this role, she managed client’s direct marketing programs where she developed, tested, and analyzed various direct mail pieces and telemarketing scripts to enhance revenue streams. She performed call center audits at centers throughout the United States, to ensure quality and performance standards were in place on client programs. She also maximized client profits through database segmentation analysis and list management.
At Spark Services, Vicki was responsible for all call center operations, production staff, facilities management, and HR. She set-up telemarketing programs that generated over $1.2 million (13% increase in annual revenue), including a program to re-activate customers that generated $300 per agent hour. She reduced losses by $480,000 annually by identifying and managing high-risk customers and established internal collection programs. She also designed and implemented a major re-structuring project that combined inbound, outbound, and new account processing into one job. This was a major change management initiative that reduced headcount by 30%, while improving service level and employee morale.
At US Bancorp Brokerage, Vicki started up and managed a discount stock brokerage subsidiary for a major bank and was responsible for operations, marketing, and business development. Vicki conducted training seminars for branch personnel to identify and sign-up customers that spearheaded a 42% increase in customer accounts over a six-month period. She developed specialized programs for Portland General Electric, Nike, Tektronix, and Floating Point to purchase their stock on the open market to fund dividend reinvestment programs. She was the bank’s media spokesperson for stock market activities and interacted with TV and newspaper journalists during the stock market crash of 1987.
Vicki has an undergraduate degree in Accounting and graduated with honors from Keller Graduate School of Management with a MBA and Masters of Telecommunication Management. She is a member of SOCAP (Society of Consumer Affairs Professionals) and completed Purdue University’s Center of Customer-Driven Quality certified auditor coursework in 2002.
1209 N. Lakeview Drive, Palatine, Illinois 60067 • vidaconsultants.com • (847) 991-0028
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