Manager Sales

Douglas Beaudry

*** ***** *****, ******, ** ***** / 314-***-**** / ********@*******.***

National Call Center Manager

Multi-Site Operations / Client Relations / Call Center Management

Staff Management / Sales Training / Employee Development / Customer

Service/ Marketing Programs

Over 15 years experience as a Management Professional in call centers

encompassing, multi-site operations for Fortune 500 companies. Managed

Operations in Call Centers focusing on day-to-day operational activities,

long and short-term strategies, employee development, automation of

processes, policy and procedure development, department development,

process improvement and cost reductions. Committed to high standards in

customer service excellence.

. Achieved savings of 29% and an increase of 590% ROI by implementing

strategic cost cuts, increasing office return investment, reducing

staff, improving processes and reducing office supply costs

dramatically.

. Increased business five-fold in a year by directing inaugural project

as client liaison, for the launch of first attempt in outsourcing,

resulting in being recognized for exceeding client quality standards.

. Awarded for Best Sales Team in the Nation by managing training and

incentive programs, and improving sales performance, resulting in an

increase of 25,000 hours annually and over 75,000 hours the next year.

. Recruited for multiple sites and 5-area offices. Increased talent pool

by over 25% in six months by improving advertising strategies to

maximize coverage, range and attract a higher level candidate.

. Increased sales 50% in 1-month by initiating a complete retraining

program that improved presentation skills, facilitated focus groups

and personally trained and coached all employees on winning sales

techniques.

. Achieved "Top Vendor Ranking" by building a bilingual team meeting

customer's needs, maximizing potential, implementing flexible staffing

for all shifts and handling all bilingual work for client nationwide.

. Produced Top Sales Results in the company while reducing bonus pay-out

by up to 50% by directing the development and implementation of an

improved bonus system for employees.

. Decreased staffing costs by 25% and increased ROI by over $50K in 1-

month by implementing effective training strategies. Improved

attendance 13% in 2-months by instituting an employee recognition

program.

Professional Experience

ACCESS2CARE, St. Louis, MO

2008 - 2011

National Call Center Manager.

Facilitated non-emergency medical transportation for 2- million Medicare /

Medicaid members by helping to develop operating policies and procedures,

revamping the training department to be more comprehensive and improving

communication and teamwork across the various facilities.

. Developed KPI reporting including tracking on the team and CSR level.

Initiated a Home-based Program which helped to exceed average speed of

answer goal.

. Helped increased revenues 500% in one year.

. Expanded from 1- to 3- facilities in multiple states.

PERCEPTIONIST INC., Columbus, OH

2007 - 2008

Operations Manager

Met service level and production goals for the first time in the company's

history. Convinced ownership that direction of the company was counter-

productive to the long-range goal and set up a template for success that

had ownership willing to restructure the entire organization.

. Set up training and staffing procedures for outsourcing of over 500

companies for maid services, carpet cleaning and home repair.

. Developed a new hire pipeline to increase staffing resulting in

unlimited ability to expand the facility.

. Improved efficiency in the training program, cutting costs and

allowing for a more rapid growth potential.

CHARLTON GROUP, Whitewater, WI

2005 - 2007

Operations Manager

Managed a 165 seat outsourced inbound and outbound call center for Comcast,

Charter and Time Warner cable companies nationwide. We were able to impress

Comcast enough to pick up their Chicago overflow calls and led to them

model their office after our operation.

. Handled a large portion of the inbound complaints with a one-call

resolution.

. More than doubled the office size in 9- months.

. Led the company in sales, hours and revenue per hour in the first

year.

ELI RESEARCH, Durham, NC

2004 - 2005

Telemarketing Site Manager

Instituted and developed scripting, sales techniques and interfaces with

call centers to meet and exceed sales goals set for them, we did this with

on- site training visits incorporating monitoring and group training

sessions as well as extensive script modifications.

. Directed the telemarketing services of 6- call centers selling medical

publications including two overseas.

. Increased sales 100% in 90- days. Worked contractual agreements with

Philippines' and Indian call centers.

APAC CUSTOMER SERVICES INC., Alton, IL

2003

Center Business Manager

Became the fifth manager of the center in five months and was able to win

the confidence of our sole client in the first two days of assignment by

certifying every caller one on one with him on our initial meeting.

. Managed daily operations of a 150- seat outbound call center doing

credit card balance transfers for Citibank.

. Turned around operations from a call center targeted to close, to

being "#1 Sales Office" for the client in the company in a 4 month

time period. Signed a 2-year contract renewal.

MARKET USA, Des Plaines, IL and Beloit, WI

1990 - 2002

Site Director / Chicago Area Manager / Supervisor / Trainer

Interfaced with client representatives to ensure production results.

Planned significant cost cuts while increasing the return on investment for

the office. Initiated a retraining program that improved presentations

skills.

. Managed daily operations of a 120 seat, 24 / 7 inbound call center

doing credit card activations nationwide for Sears. Managed office

revenues of 10.Million per year.

. Reduced staff, combined positions and cut hiring and office supply

costs achieving savings of 29% and an increase of 590% ROI. Developed

new bonus initiatives that became company standard.

. Originated a multi-site recruiting effort among five offices. Built a

bilingual team producing flexible staffing for all shifts and the

ability to cover greater than anticipated staffing needs.

Additional Experience

BROADCASTING - Experience as Salesman / Engineer / Program Director /

Announcer

Honed management, salesmanship and communications skills for diverse

customer groups. Maintained the on air status of several radio stations as

a licensed broadcast engineer.

Education & Training

Wisconsin Honor Scholarship St Norbert College, De Pere, WI

Business Course St Norbert College, De Pere, WI

Broadcasting 1st Class FCC License Brown Institute of Broadcasting,

Minneapolis, MN

Communications Courses University of Minnesota, Minneapolis, MN

Technical Skills: MS Word / Excel / Outlook / Internet / Email

Douglas Beaudry - 314-***-**** / ********@*******.***

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