Michelle Beck - Palomar College

PIERRE-RICHARD DUBUISSON
11639 NW 11 th Street Pembroke Pines, FL 33026;
Mobile: (954) 547.9856
pdubuisson2013@kellogg.northwestern.edu
http://www.linkedin.com/in/pierrericharddubuisson
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SUMMARY
Analytics, Strategy and Operations Manager with eight (8) years of progressive leadership experience for the
world’s leading virtual call center. Proven track record of integrating cross-functional initiatives to maximize
resource utilization, process development and enhancement to drive both top and bottom line improvements of
over $25M. Strong leadership and complex problem resolution across entire value chain. Results oriented,
decisive, and innovative leader who thrives in dynamic fluid environment while remaining pragmatic and
focused. Executive MBA from Kellogg School of Management expected in June, 2013.
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EXPERIENCE
ARISE VIRTUAL SOLUTIONS Miramar, FL
MANAGER – ANALYTICS, STRATEGY & OPERATIONS January 2010- Present
Arise is the leading virtual call center in the United States and the company's solutions are the industry
benchmark for solving many of the persistent problems that plague brick and mortar customer contact centers.
Arise Virtual Solutions provides high-quality voice, e-mail, and chat customer service, technical support, and
sales to major companies through a network of home-based agents in the United States, Canada and the United
Kingdom/Ireland.
• Oversee department of 16 employees.
• Lead transformational and sourcing projects to define company operational growth process and cost
improvement. This initiative has led to a revenue increase of $25M YTD and gross margin increase of
8%.
• Provide insight into current company processes using Six Sigma principles to drive continuous
improvement in processes and results.
• Work with subject matter experts across different departments to improve processes and implement best
practices.
• Interface and present to executive leadership team on a regular basis.
• Assist the Project Management team in prioritizing and executing high level projects on time and on
budget.
• Manage and prepare departmental monthly P&L report.
• Conduct continuous market intelligence and research to identify opportunities/strategies in the social
media, Web 2.0 space for sourcing and recruiting.
• Execute and maintain innovative SEO driven social network marketing plan in the U.S., Canada, and in
the UK that garnered a 100% increase in business-to-business contracts over previous year while
improving ROI by over 30% year to date.
• Manage the company’s sourcing/recruiting and operation strategies that led to a 95% increase in the
company’s agent population in 2010 while decreasing operational expenses by 20%.
ARISE VIRTUAL SOLUTIONS Miramar, FL
STRATEGIC PLANNING ANALYST/TRANSFORMATION OFFICE July 2007 – January 2010
• Participated as a key member of the agent recruiting process (main driver of Arise business model).
Process improvements in 2007 led to a 100 percent increase in the number of Arise agents and revenue
increased by $25M. This initiative alone changed Arise’s business model.
• Managed vendor negotiations across five departments. Negotiations included business case development
and contract negotiations. These efforts led to cost savings of over 30% and revenue generation of
approximately 5% in 2009.