Sales Manager
Resume:
Teri E. Melone
Palm Harbor, Florida 34685 727-***-****
****.******@*****.***
http://www.linkedin.com/in/terimelone
Resourceful, innovative leader with a proven track record of success in providing exceptional customer-focused service and call center support with experience in retail, telecommunication, telemarketing, and hospitality industries. Results-oriented, decisive professional with a proven success record in inbound and outbound sales, service, Internet and email support.
KEY COMPETENCIES
Staff Training and Development Employee Retention Quality Assurance
Customer Satisfaction Customer Retention Business Partnering
PROFESSIONAL BACKGROUND
Vangent, Inc; BCC Medicare Contract 2009 – Present
Operations Manager 2009 - present
Ramped up the new Tampa government contracted Medicare facility from start-up to over 800 employees. Originally managed a team of 27 supervisors and 2 operations representatives; currently manage 11 supervisors. Co-established direction for site during ramp up.
• Designed and managed the site’s Employee Activity Program that has improved site KPI improvement of over 7% over the past year. Peer Vangent sites use this as a model to create and establish an Employee Activity Program within their sites.
• Achieved the GDIT RAP award for personally led site improvements as well as peer manager consultative assistance.
• Assigned to the High Potential mentorship program.
• Held Q+A sessions with WF and supervisory staff to help understand processes. Developed a focus group designed to create and share best practices for the center.
• Achieved number one or two performance level within site for the past two years.
2003 - 2009
Manager of Outsourced Call Center Operations 2007 – 2009
Spearheaded vision, strategy, and extensive contact center subject matter expertise to support the move and retention of multiple lines of The Home Depot business. The transition from former HD Contact Center to outsourcer included a nationwide sales and service program
• Transitioned $33M annual sales program to new outsourced location. Ensured profitability by providing sales force with extensive selling tools and techniques to quickly surpass goal.
• Exceeded previous sales center accomplishments within nine months of move.
• Successfully established five THD businesses at new location within two months. This was achieved through a partnership with the outsourcing center, while providing contact center subject matter expertise to achieve results.
• Analyzed error rate, developing error reporting tool that resulted in the reduction of errors by 11% month over month.
• Designed and implemented retention program, led to retention of $480k saved sales within 4 months.
Home Services Manager/National Program Manager 2003 – 2007
Provided strategic and tactical leadership for multiple business units in support of The Home Depot Contact Center including, sales, service, fulfillment and Internet support.
• Improved customer experiences, increased revenue and reduced operating expenses in a 1,200 agent call center operation.
• Effectively decreased abandoned calls by 20% through developing partnerships with workforce and inbound departments.
• Designed and implemented the Academy Bay program to work in conjunction with the training curriculum. Decreased attrition rates by 55% through increased training and additional feedback time spent with new hires. Program implemented in various locations among The Home Depot Contact Centers nationwide.
• Decreased credit markdowns by an average of 29% within 3 months ensuring accurate customer orders.
• Instituted Leadership Councils and roundtable meetings decreasing customer complaints by 2/3.
American Vacation Resorts 2002
Sales Center Director 2002
Managed telemarketing supervisors and associates who set appointments for vacation club/timeshare
customers. Managed all call center functions including hiring, staffing, outplacement, sales, production and incentive management.
• Re-designed quality standards to focus on increasing sales close. Led to a 5% increase in sales conversions.
Times Publishing Company, Inc / St. Petersburg Times 2001
Sales Manager 2001
Sales and Retention manager for a staff of 45-50 telemarketing and retention associates.
• Re-engineered entire Telemarketing and Retention department into a call center, creating productivity, quality, and improving sales goals.
• Improved department sales effectiveness by 36% in first three months.
• Redesigned Sales and Retention training curriculum, improving quality results by 26%.
MCI WorldCom 1989 - 2001
Customer Service Manager 1994 – 2001
Managed activities of 7 supervisors and 150+ customer service representatives. Managed various MCI residential and business accounts. Managed numerous outsourced products such as: MSN On Line, WebTV, and WorldCom Wireless.
• Re-designed email and correspondence process, increasing productivity by 64%.
• Spearheaded customer save program, reducing cancellation rate by 20%.
• Co-managed program for Census Bureau, improving quality results by 17% by utilizing incentive management to achieve results.
Sales & Service Supervisor 1989 – 1994
Led team of sales and service associates to achieve KPI’s. Supported MCI residential and small business
Holiday Inn Corporations 1976 - 1986
Sales/ Service Reservation Supervisor 1980 – 1986
Directly managed a team of 10-15 reservation sales agents for Holiday Inn Reservation Center. Co-designer and site support of a program to reduce site error rates.
Awards & Recognition
Winner of management incentive award “Circle of Excellence” HDCC
Sales Award earned through team involvement, effective coaching, and introduction of incentive program. Exceeded center sales average by 33% MCI
Top Manager Award for successfully implementing outbound telemarketing program to increase sales rate for a given product (MCI) MCI
Five time Masters Awards winner for notable performance (MCI) MCI
Top Team Award for winning Top Sales and Productivity reward for 5 consecutive months (MCI) MCI
Earned Productivity Award for significantly improving productivity on outsourced project (MCI) MCI
Earned Masters Award for achieving highest save rate for outsourced account. (MCI) MCI
EDUCATION AND TRAINING
Advanced Facilitation courses Leadership Strategies
Atlanta, GA
Five Dysfunctions of a Team Lifelong Leadership, Inc.,
Atlanta, GA
Completed coursework toward A. S. Degree College of DuPage
Glen Ellyn, IL
Formerly licensed in Accidental/Health/Life & Annuities Primerica Financial Services
Tampa, FL
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