Sales Manager

Objective

Tristan Peterson

**** ****** *****, *** *****, CA 96080

Phone: 530-***-****

E-Mail: abg2qp@r.postjobfree.com

To secure and obtain a position in which I can inspire,

motivate and train others to be

successful in all aspects of their career. My desire it to

provide a company with not only my experience, but also with

an employee who is driven and prides himself on the

completion of goals no matter how difficult the challenge.

Summary of Qualifications

. Managed 4 call centers, a staff of 250 Sales Agents, 3

call center managers, 4 Floor Supervisors, 2 Quality

Control/Dialer Managers, 12 Quality Control

Representatives and 2 Trainers.

. Designed over 200 successful telemarketing campaigns in

varied industries

. Produced 20M+ in annual in business revenue

. Personally Trained 600+ Sales Agents

. Strong Information Technology background

. Designed and fully wired 8 Offices/Call Centers

Skills & Proficiency

Microsoft Office Suite, Accounting and Mortgage Software,

Web Design, Database Software, Predictive Dialers and

Telephony Equipment, PC Repair and Programming, Voice and

Data Wiring, CRM customization, HR Software.

Professional Experience

2010 - 2011 LiveOps, Inc., Santa Clara-CA

Dialer Operations Manager

Increased the financial success of the outbound division

by 25%. Spear-headed the ongoing development of the

company's homemade cloud based outbound dialing system. My

responsibilities included;

. Managing the operation of a cloud based dialing system.

. Assisting the engineering and development teams in

further revision design concepts for the dialers

operation and user interface. Testing real world

application of each design revision after release to

insure functionality.

. Configured and revised product marketing campaigns for

both Direct Response Clients and Enterprise Accounts.

Maintained high efficiency rates on 100+ campaigns

simultaneously

. Produced call strategies and sales agent scheduling for

optimum call times, list and contact penetration.

. Technical liaison for engineering to communicate in non-

technical terms problem fixes, solutions, and new

features to both clients and internal personnel.

. First response for troubleshooting potential equipment or

software malfunction and failure.

. Lead management and prioritization

. State and Federal DNC Compliance and State to State call

compliance laws

. Since hire, the Outbound division of LiveOps has increased

revenue from $6M annually to $8MM in 2010.

2008 - 2010 Turnkey Outsourcing, Sacramento, CA

Director of Operations

Generated new financial opportunities by offering sales

consultation for other businesses, reworking their sales

process and work flow, then generated front end marketing for

their restructured sales process. Responsibilities included:

. Client development and acquisition

. Sales Work Flow consulting

. Customer Relation Management Software customization

. Designed inbound/outbound front end lead generation

campaigns for multiple industries

. Increased Accounts Receivable by 37%.

. Designed Web Applications designed to directly import

contact information from the consumer to the clients CRM

for prospecting

. Created marketing material for Mortgage, Reverse Mortgage,

Loan Modifications, Personal and Commercial insurance

services.

. Administrated CRM Databases for multiple clients

. Developed Return on Investment reporting for multiple

lead sources

. Managed lead distrobution based on expertise,skill set,

and conversion rates

. Oversaw 2 teams of Inbound/Outbound Agents, 4 Quality

Control Representatives

. Managed a back end sales team of 4 Loan officers, a

Processor, and a Real Estate Agent

2005 - 2008 Townsend Direct, Sacramento, CA

Call Center Operations Manager

Ran a multiple center operation working from the company's

flagship 100 seat call center in addition to managing 3

satellite offices. With a very hands on approach I was

responsible for:

. Managed 4 call centers, a staff of 250 Sales Agents, 3 call

center managers, 4 Floor Supervisors, 2 Quality

Control/Dialer Managers, 12 Quality Control Representatives

and 2 Trainers

. Production of new inbound/outbound telemarketing campaigns

including scripting, dialer programming, reporting and

campaign financial feasibility, presented them both

internally and to Potential/Current Clients ranging from

High Level Executives to Assigned Representatives.

. Developed policy and procedure for all positions within the

company, allowing for job accountability and internal

cohesion of all personnel and their departments.

. Hired/Trained new recruits until they were experienced

enough to be promoted to higher positions within the company

. Implemented training courses for new recruits for products

including: Mortgage, Insurance, Home Improvement, B2B

services, Appt setting, Event coordination, General customer

service, and Payment processing and collection.

. Put together and managed multiple project management teams

helping them to meet strenuous deadlines.

. Kept detailed records on the performance of every employee

within the company

. Acquired new accounts, while maintaining strong client

retention

. Expanded sales teams from 4 to 16 representatives while

managing existing sales force of 250

. Made cold call sales for multiple products to keep my finger

on the pulse of the products we were representing as well as

support employee morale

2002 - 2005 Discovery Call Center Solutions, Sacramento, CA

Call Center Manager

Managed all 3 of the company's call center operations of

100+ seats. Worked closely with 4 of the company's subsidiary

corporations to feed generated marketing from the call

centers to their sales force. My responsibilities included

. Managed 3 Call Centers of 100+ seats

. Revamping all training procedures and materials for both

Sales and Administration

. Developing and measuring recruiting methods

. Handled all Outsourcing and Vendor Relationships

. Trained the senior staff of call centers that were

outsourced to

. Managed a staff of 150 Telemarketers, 4 Floor Supervisors, 2

Quality Control/Dialer

. Managers, 12 Quality Control Representatives and Trainer.

. Supervised in developing, communicating and implementing

action plans and measurements to ensure support of the

strategic plan objectives.

. Planned the communication and involvement of employees to

support the departmental and corporate objectives and goals.

. Coordinated and conducted team meetings in order to inform,

motivate, develop, and train employees.

. Ensured effective individual and team performance by

providing continuous feedback, recommending/administering

appropriate motivational and/or incentive programs,

measuring results and soliciting employee ideas for improved

performance.

. Performed daily/weekly call quality monitoring sessions and

participated in call quality calibration discussions.

. Worked closely with CC Supervisor, Trainer, and Quality

Control Manager to address attendance, schedule adherence,

and performance issues.

. Generated and reviewed various call center statistical

reports.

. Hired, terminated, and conducted performance appraisals.

. Provided floor and phone coverage/support, as required by

business needs.

. Built and nurtured relationships with all employees to

enhance customer service delivery.

. Administered other administrative duties and

responsibilities specific to the Call Center management

position.

2000 - 2002 Discovery Call Center Solutions, Sacramento, CA

Information Technology Manager

Administrated all call center operations from an IT stand

point. I designed short and long term technology plans to

stabilize the current infrastructure for future growth. My

responsibilities included:

. Analyzing complex business needs from the user community and

clients producing technical solutions.

. Ensuring the consistency and maintainability of existing

applications by creating, maintaining, and enforcing

standards/procedures. Directing operations in executing

production tasks according to documented schedules.

. Evaluating facility needs and making recommendations on

enhancements.

. Handling contract negotiations for all IT vendors,

facilities vendors and landlords.

. Managing Disaster Recovery process. Dialer operations and

Database Management

. Participating in Customer and Regulatory audits.

References

. Available Upon Request

Contact this candidate