City Capital Corp. (CTCC)

[Chunky Munky]

Wendy Connor, COO

Wendy Connor has a stellar track-record and a vast of array of experience in organizational development and building productive teams. With 15 years of management experience, she has consistently boosted profits, while improving efficiency, and employee retention rates.

Before coming to City Capital, she served as chief executive officer for Information Enterprises Unlimited, Inc, where she oversaw technical and fiscal outcomes, including sales and marketing, contact center services, human resources, training and accounting.

In addition, as VP of Chapel Hill Operations of Mc Neil Research and Evaluation Associates, Inc, Wendy was in charge of directing a multimillion dollar government contact center contract. This included overseeing all operations in the Chapel Hill office, as well as, building a world class scalable contact center technology to grow the company. During this time, she was in charge of 113 employees.

In total, Wendy has managed and run multiple call-centers in Chapel Hill, NC, Washington, D.C., and Raleigh North Carolina, and Moline, Illinois with call-volume as high as 15,000 – 25,000 inbound calls a day and 1,200 outbound calls an hour.

Her accomplishments include the following:

• Reducing employee turnover by 23% in one year.
• Designing and implementing client satisfaction programs to strengthen relationships and position company for more business opportunities from existing client base. This resulted in growing existing accounts by more than 15%.
• Designing and coordinating departmental re-engineering that maximized employee/manager ratio and streamlined operations. This lead to consistently achieving a 44% profit margin throughout both facilities.
• Instituting standard efficiency practices that resulted in decreasing agent talk time and wrap time by more than 20 seconds. Also, consistently achieved 85% agent phone time to agent log time.
• Designing and implementing team based bonus, incentive, and recognition program that increased employee morale and production; thus increasing revenue and efficiencies.