Kerry Gay Email Address

Marketing and Operations Executive and Large-Scale Call Center Operations and Multinational Team Leadership

Affinion Group creates and fulfills Loyalty and Customer Engagement Solutions that enhance the lives of consumers across the world

MULTISITE CONTACT CENTER AND DIRECT MARKETING OPERATIONS LEADERSHIPkerrygay2015@gmail.comAs a marketing and operations executive, I build and lead the highly effective global teams that deliver outstanding performance and increased profitability. With vast experience on both the vendor and supplier side of operations, as well as in pre-acquisition due diligence, I am passionate and a subject matter expert at executing the innovative marketing initiatives and implementing industry best practices that streamline operations and improve productivity, and deliver outstanding customer relations and quality.CALL CENTER OPERATIONS MANAGEMENT As Vice President Marketing Services for Affinion Group, manage operations that handle in excess of 5,000,000 sales calls annually across 50+ concurrent campaigns. Standardized processes and procedures, producing consistent, predictable outcomes for domestic and offshore call centers.TEAM DEVELOPMENT AND LEADERSHIP Standardized training across 12 domestic and international locations reducing time-to-proficiency of new hire agents from 45 days to less than 30 days. Built loyalty and inclusiveness across multinational teams.METRICS AND ANALYTICS Leveraged financial and business acumen to formulate analytical measurements to benchmark, standardize and optimize productivity, quality and vendor performance.EXECUTIVE STRENGTHS THAT DELIVER COMPANY AND STAKEHOLDER VALUEStrategic Planning — Program / Project Management — Operations Management — Hiring, Training and Development — Teambuilding and Leadership — Business Development — Account Management — Performance Management — Process Management Optimization — Budgeting and Cost Containment — Compensation Programs — Vendor Relations — Contracts and Negotiations — Start-Up Operations — Operating Policies and Procedures