Shaun Poland
Client Results Manager
- e: shaun[AT]shaunpoland.com
- w: shaunpoland.com
Professional Profile
Welcome to my website! My name is Shaun Poland and I am currently a Client Results Manager with Arise Virtual Solutions and the Production Manager for ASM Graphics. I had previously owned and operated my own home-based call center which had 85 agents at it's peak. I currently have an Associates of Applied Science degree and utilize that degree with freelance projects.
Thank you for your interest and please feel free to shoot me an e-mail if I can be of any assistance.
Sincerely,
Shaun Poland
Work Experience
September 2017 - Present
Client Results Manager
Arise Virtual Solutions, Full-Time
About Arise
Arise Virtual Solutions is raising the bar for customer care. The Arise™ Platform connects independent call center businesses to Fortune 500 and other large companies to provide on-demand customer service and superior business process outsourcing results for other back office processes through innovative cloud technology and crowdsourcing, delivering exceptional operational and cost efficiencies.
The Arise™ Platform has disrupted the traditional business functions of customer service, sales, operations, supply chain, and finance and has redefined work to enable extremely flexible customer management business process outsourcing (CM BPO) and consulting solutions for large, innovative companies. Our platform's technology, processes, and networks were specifically engineered to simplify business functions and be your all-in-one solution for superior performance. Learn how the Arise platform enables superior quality customer interactions, true flexibility, and a lower total cost all while increasing security.
Key Responsibilities
- Successfully manage profit and loss on a client portfolio with yearly revenue of over $3 million.
- Review financials daily to ensure my team exceeds revenue and contribution margin goals for our client portfolio.
- Partner with internal departments to ensure all areas of the business are functioning as expected.
- Support 150-750 Arise platform users concurrently to confirm that monthly and annual financial and performance targets are continuously being met.
- Key contact for internal and external customers including a Fortune 500 company.
Accomplishments
- Successfully launched three client programs in a 5 month period (with another launching in January 2018).
August 2016 - August 2017
Senior Performance Compliance Lead
Arise Virtual Solutions, Full-Time
Key Responsibilities
- Partner with external customers on a daily basis to ensure key metrics (KPIs) were consistently being exceeded.
- Create reports as needed to help analyze current performance and recent trends.
- Assist micro call centers to ensure proper utilization of the Arise platform while also ensuring compliance to their platform contract.
- Development and implementation of action plans to improve overall performance while also exceeding financials goals.
Accomplishments
- Consistently exceeded revenue and margin plans on a seasonal client during peak months.
- Successfully launched two clients programs in a 12 month period.
October 2013 - August 2016
Performance Compliance Lead
Arise Virtual Solutions, Full-Time
Key Responsibilities
- Partner with external customers on a daily basis to ensure key metrics (KPIs) were consistently being exceeded.
- Create reports as needed to help analyze current performance and recent trends.
- Assist micro call centers to ensure proper utilization of the Arise platform while also ensuring compliance to their platform contract.
- Development and implementation of action plans to improve overall performance while also exceeding financials goals.
Accomplishments
- Consistently exceeded revenue and margin plans on a seasonal client during peak months.
- Successfully launched two clients programs in a 12 month period.
June 2011 - Present
Production Manager
ASM Graphics, Full-Time
- Complete orders while meeting time-sensitive deadlines
- Ensure acceptable quality of all items prior to delivery
- Manage inventory
- Delivery/Shipping of orders
October 2009 - October 2013
Chief Executive Officer
Spoland Solutions, Full-Time
- Oversee daily operations
- Recruiting
- Respond to inquiries from current agents and potential agents
- Key metric management and reporting
May 2012 - Nov 2013
Kayako Maintenance
SkyShop Logistics, Part-Time
- Add/Remove Users
- Edit/Add/Remove templates as needed
- Upgrade/install software
- Make additional changes to Kayako environment as needed
Technical Skills
Certifications
Management and Strategy Institute
Six Sigma Lean Black Belt Professional (LBBP)™
Completion Date: July 2018 - License Number: 16432424
Education
Baker College
Associate of Applied Science — 3.74 GPA - Magna Cum Laude
I graduated from Baker College in September 2012 with an Associate of Applied Science Degree while majoring in Web Development. At the competition of my schooling, I had a 3.74 grade point average.