Bill Ratliff

About Bill Ratliff

A results-oriented Contact Center professional with extensive experience in the management and administration of day-to-day operations in call center and administrative support units for a major organization. Major strengths in workflow production, research and problem solving, heavy customer service interaction, staffing and personnel administration, quality assurance, consumer relations and direct P&L responsibility. A dependable, thorough and well organized planner with a successful track record in business development, customer satisfaction and retention, increasing personnel morale and production, with expertise in metrics and developing best practices. Specialties: • Strategic Communications Sales Training (Expedia) • The Power Within Sales Training – Anthony Robbins, 4-day seminar • Completed Introductory and Intermediate courses in MS Project • Six Sigma trained, Greenbelt (Expedia) • Call Center Network Group, Member • American Society for Quality, Member • Project management, process development • Quality Assurance Programs • Staff recruitment, management and motivation • Developing best practices • Creativity, innovation and Leadership • Sales (product and distribution)

Experience

1. Vice President Operations

   Priceline

   Dec 2021 — Present · Dallas, TX, US

   9BB OTA - A Leading technology, Travel and Hospitality Organization; providing offline and online travel services; Priceline acquired getaroom.com (A Booking Holdings Company in December 2021)Specialized as an e-commerce and call center lodging consolidator for business/ leisure travelers.Managed all aspects of Sales, Tier 3 agency support and consumer post-sales support groups. Responsible for BPO vendor relationships, Quality Assurance, consumer relations, customer retention and reservation services.Full P&L responsibility on revenue of $2.5BB offline sales and 25MM in expenses.Responsible for all PBO Vendor management, selection and contract negotiation, including virtual, near-shore and off-shore initiatives.Developed, drafted and implemented all sales, post-sale and operations training curriculum.Designed and implemented all KPI’s for multiple departmentsOversee 9 BPO locations in excess of 1300 Sales, Service and Administrative support personnel.

Education

• Stephen F. Austin State University

  B.A.A.S. Bachelor's of Applied Arts and Science, Criminal Justice

  1988 — 1991