Director of Customer Service, Customer Service Manager, Director

Gregory D. Hoyt 6550 W 91st Street, #113, Overland Park, KS 66212 913.909.4384 * Versatile, perceptive and achievement-driven professional with a proven track re cord of operations management, business development and financial management exc ellence. Adept at utilizing solid interpersonal and communication skills to forg e, nurture and maintain strong business and customer relationships. Skilled at b uilding motivated and cohesive teams - fostering an atmosphere of collaborative success. Blends integrity, innovative thinking, and leadership to deliver except ional results. Strong decision-making and critical thinking abilities with an un wavering drive to exceed expectations. AREAS OF EXPERTISE * * * * * * * * * * *

Operations Management Merger & Acquisition Integration Strategic Planning Relationship Management Recruiting, Hiring & Orientation Business Development Accounting & Administration Cost Control & Expense Management Cash Flow Management & P&L Team Building & Motivation

EDUCATION Master of Business Administration, University of Phoenix, Lenexa, KS Bachelor of Science, Information Technology, DeVry University, Kansas City, MO Graduated Magna Cum Laude; C.G.P.A. 3.83/ Dean's List Bachelor of Social Welfare, University of Kansas, Lawrence, KS Associate of Arts, Hospitality Management, Johnson County Community College, Ove rland Park, KS SELECTED CAREER HIGHLIGHTS Dramatically improved profitability within 3-months going from a negative $50K p /m NI to positive $75K. Saved company $40k p/y by leading the set-up and execution of a new storefront u sing Epicor (Admin), allowing company to access information from anywhere in rea l-time. Promoted 6 times in 6 years (fastest in company history) advancing through a ser ies of increasingly responsible roles based on an exemplary work ethic and a pro ven track record of measurable achievements. Significantly improved financial health of organization (reduced line of credit 50%) by implementing an electronic billing system and helping managing the A/P, A/R, and payroll functions. PROFESSIONAL EXPERIENCE Fidelity National Financial, FNRES, 2002 to 2008 Vice President of Operations, Las Vegas, NV, 2007 to 2008 Fidelity National Financial is a Fortune 400 Company and is recognized as the la rgest Title Company in the U.S. within the Information Technology Division; it e

mploys 250 staff and generates $53 million in annual revenue. * Strategically directed DPN operations with responsibility for business develo pment, revenue and tactical growth, strategic planning, budget administration, P &L management, and relationship management. * Leveraged strong management skills to administer a $3.2 million annual operat ing budget and manage the monthly and annual P&L statements, minimizing costs an d expenses and maximizing net profitability. * Spearheaded sales and business development efforts including lead generation, proposal development, sales negotiations, client acquisition and retention, pro specting, networking, and presentations. * Forged, nurtured, and maintained strong client relationships through effectiv e relationship and account management, improving client satisfaction, retention, and referrals annually. * Provided leadership and direction to 19 on-site and 3 off-site employees in t he execution of daily roles and developed a high performance team that worked co operatively to achieve common goals. * Collaborated closely with the technical team to drive improvements in the cur rent technology platform and the implementation of product enhancements that opt imize company performance. * Represented the company at trade shows and special events, enhancing the comp any profile within the external market, leading to improved levels of business p erformance and revenue growth. Gregory D. Hoyt - Page Two Manager Sales Support /Administration, Olathe, KS, 2005 to 2007 * Directed day-to-day operations within a high volume call center supporting tw elve different products with responsibility for personnel management, resource p lanning, workflow scheduling, and customer service. * Managed 7 employees in all areas of the daily operation, utilizing demonstrat ed coaching and mentoring skills to develop strong teams, improving staff perfor mance, accountability, morale, and retention. * Applied recognized organizational skills to coordinate operations within the shipping department, ensuring the timely processing of client orders in accordan ce with established schedules. * Seamlessly handled diverse priorities including inventory procurement and man agement, commission reporting, revenue and sales reporting, preparation of month ly allocation costs, and client refunds. * Utilized excellent consultative sales skills to close sales with new and exis ting clients, skillfully negotiating contracts that increased overall revenue gr owth and net profitability. * Exercised outstanding interpersonal and analytical talents to provide timely and effective resolutions to complex customer concerns and problems without loss of client goodwill or risk of further escalation. Trainer, Olathe, KS, 2004 to 2005 * Managed a comprehensive training program, devising and delivering training to end users on a CRM program using WebEx and person-to-person training techniques . * Merged superior communication and instructional skills to ensure the successf ul transfer of knowledge, improving staff flexibility, engagement, and developme nt. * Represented the company at regional and national conferences to provide techn ical support to users and support the product, improving the sale of the product in the external market. * Planned, executed, and facilitated user groups to determine customer feedback on the product, supporting the development team in the development of product e nhancements.

Call Center Supervisor, Santa Ana, CA, 2003 to 2004 * Oversaw the relocation of a call center from Olathe, Kansas to Santa Ana, Cal ifornia including the hiring, training, and orientation of support staff, proced ure development, and workflow planning. * Prepared and presented daily and weekly reports detailing call volume to seni or management for review and analysis, facilitating short and long-term business planning and decision making at senior level. * Functioned as an information and technical resource to users and utilized tro ubleshooting abilities to resolve technical problems in a swift and efficient ma nner. Level II Technical Support, Olathe, KS, 2002 to 2003 * Provided second level technical phone support for 10 different software produ cts, resolved complex problems and served as a resource for a software suite of products for technicians and end users. * Responded rapidly to support call center operations with responsibility for p roduct troubleshooting, resolution of system outages, and the creation of produc t documentation and manuals. * Handled a vast range of additional functions including hiring and recruitment , statistical reporting, on-call services, and served as the weekend supervisor to ensure seamless operations. Kindered Hospital, Kansas City, MO, 2001 to 2002 Social Service Supervisor Kindred Hospital is a 167-bed, Joint Commission accredited acute care hospital. * Demonstrated exemplary leadership attributes in directing the completion of p atient assessments on each admission to the hospital, sustaining a 98% rate of c ompletion during the allotted time frame. * Responsible for orientation and training, staff coaching and mentoring, repor ting, patient relations, resource planning, work flow scheduling, and the mainte nance of confidential operational reports. Hope Care Center, Kansas City, MO, 1998 to 2001 Director of Social Services Hope Care Center is a not for profit skilled nursing facility of people with HIV /AIDS * Directly contributed to company performance by offering expertise, reliabilit y, and continuity in all areas of general management, personnel management, admi ssion management, and accounting.