Sales Quality Assurance

DEAN P. ZAINO

***** ******** ************ *****, *******, TX 77439 *********@*******.*** Tel. 713-***-****

EXPERIENCE

Double A Metals (May 2012- present)

Operations Manager

Day to day operations for a small steel distribution company serving the Houston community that includes sales, inventory, delivery, invoicing, collections and P&L.

-Created marketing programs that included email, digital and outbound calling efforts that generated three consecutive record months of sales

- Initiated the companies first outside sales effort to drive in new business

-Changed the culture from order-taker to sales environment through organizational changes which expanded a deliver driver lead incentive program

Advertising Manager-Contact Center (August 2004 - May 2012)

Hearst Media Services (The Houston Chronicle) – Houston, TX

Manage the day-to-day operations of the Competitive Media Team that consists of 12 outbound sales reps. The team was created from an idea in the call center to aggressively go after renewal business in an outbound capacity. The team now specializes in aggressive outbound telesales for both new and lost business. Duties included developing lead sources, creating campaigns for the automated dialer, and script development. The team has generated over $4 million dollars since it started

dialing in 2007 and has lead to other revenue producing initiatives within Hearst Media Services.

• Previously managed the inbound classified center which I was hired to create a call center environment. This included the implementation of call metrics, sales performance measures, quality assurance, quality assurance programs and scheduling.

• Developed policy and procedures documents

• Implemented the transition of online products (Yahoo, Google, SEM, Banner ads) to our suite

of products through education, scripting and training.

• Plan, set, monitor and document goals and expectations for staff on a daily/weekly basis.

• Created bundled packages that emphasized full reach for both private party and commercial

customers.

• Instrumental in the development of blending both Classified and Circulation call types into one contact center, which has never been done successfully in the newspaper industry. The success of that program has lead to four other Hearst newspapers (San Francisco, Beaumont, San Antonio and Midland) having their calls sent to our Houston operation.

• Identify and resolve service, operational and administrative issues through internal communications as well as regular communication with external partner organizations.

• Recruit, orient, train and develop new employees to attain the standards of performance.

Contact Center Sales Manager (February 2004 – August 2004)

CCCInteractive – Houston, TX

Sales Manager for Pitney Bowes, SBC long distance and Entergy Solutions outbound pay-for-performance programs at CRM Contact Center

• Managed day-to-day operations of 120 agents ensuring the client’s performance expectations were met in sales and quality

• Worked closely with clients before and during program implementation to create positive synergy

• Developed client’s outbound list management strategy to maximize phone performance

• Created and implemented client’s direct mail campaigns

• Worked with clients to develop a test and control environment to find better ways of attracting customers to various products and services

• Implemented Quality Assurance and Best Practices programs to ensure continuous improvement

• Developed and implemented performance management and recognition programs

• Developed and conducted sales training programs

• Coordinated recruiting and hiring practices for both supervisor and agent level employees

OPERATIONS MANAGER-CUSTOMER CARE (November 2000 – January 2004)

Reliant Energy - Houston, TX

Directly responsible for managing all operational and service levels for inbound Customer Care Center that provided assistance to 1.7 million electricity customers throughout Texas.

• Managed day-to-day operations for 220 customer care agents and 12 supervisors

• Developed hiring plan for a staff of over 400 customer care agents to handle Reliant Energy’s transition into the deregulated electric market

• Established working relationships through interfacing related service quality with Sales and Marketing, Customer Support, Issue Resolution, Credit, Billing, Remittance and other functional areas

• Created business rules, call flows and guided the Customer Care Center through the Deregulation Pilot of the Texas Energy Market working closely with ERCOT

• Established and maintain Best Practices for development and implementation

• Conducted strategic planning sessions, budget development discussions and coordinated employee issues with Human Resources management team

• Planned, implemented and provided oversight for facilities modifications

• Implementation of resource management and development of initiatives, performance management, and recognition programs

• Established and implemented Quality Program that included the purchase of recording systems to monitor calls while performing the duties of Quality Manager.

CUSTOMER SERVICE MANAGER (November 1999 – November 2000)

Travelers Insurance - Fall River, MA

Responsible for inbound call center customer support team handling retail agency support in New York and Pennsylvania markets for the nation’s third largest commercial lines insurer.

• Managed service levels, staffing and implemented Quality Assurance Program

• Planned and coordinated visits with retail agency’s for training and book of business underwriting audits

• Established and implemented Best Practices for more efficient and timely calls.

• Participated in company-wide strategic planning sessions, budget discussions and implemented employee recognition programs

SALES MANAGER (May 1995 – November 1999)

Travelers Insurance – Knoxville, TN

Managed inbound direct sales team providing residential insurance throughout the United States.

• Trained and motivated staff to consistently achieve sales goals while maintaining outstanding quality

• Managed service levels, staffing and coordinated weekly and monthly feedback sessions with staff

• Part of The Travelers start-up organizations in the Knoxville, TN and Houston, TX call centers for the company’s push into Primerica Financial Services market

• Assisted in training and hiring process

EDUCATION

Bachelor of Science-Corporate Communications Southern Connecticut State University

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