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Sales Customer Service

Location:
Phoenix, Arizona, 85023, United States
Posted:
March 01, 2011

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****** L. *******

**** *. ******** ****** ( PHOENIX, AZ 85023 ( ********@*******.*** (

602.***.****

TARGET POSITION: SALES MANAGEMENT

"Never a Situation I Can't Find a Solution For."

Call Center Operations Over 10 years of experience establishing, consolidating,

and raising the bar on revenue performance within

multi-site call center operations, delivering above

Sales Growth expectations to surpass multimillion-dollar sales goals.

Leadership Strategic in taking revenues to new levels through

detailed sales planning, new strategies and processes,

Formal Training strengthened customer service, well-thought-out

promotions, and non-monetary employee incentives.

Customer Service & Employ coach-based leadership style to boost morale and

Satisfaction create high-performance teams. Called on to facilitate

change for heightened results.

Experienced trainer of classroom and web-based learning

to empower, engage, and realize the potential of hundreds

of employees.

Analyze / define customer profile and stay attuned to

customers' buying trends and needs. Proactive in reaching

out to customers, personally contacting and actively

listening to ensure a positive experience and build

loyalty.

Multi-site Call Center Operations ... Hire, Train, Coach, & Team

Empowerment ... Sales Strategies & Growth

Turnaround & Change Management ... Employee & Management Training ...

Process Implementation & Enhancement

Strategic & Tactical Planning ... Site Consolidation & Expansion ...

Promotional Activities ... Team Leadership

Professional Experience

( ( INTUIT, PHOENIX, AZ, 2008-PRESENT

$3 billion Fortune 500 company and industry leader of financial management,

tax, and online banking solutions

Global Performance Manager

Crafted sales plans and provided structure to underperforming 5-site call-

center operation in metrics-driven environment with domestic and

international locations; tasked with selling financial software such as

QuickBooks, Turbo Tax, and Quicken. Led up to 400 agents, in addition to

support staff, front-line leaders, and sales / program managers; traveled

extensively to remote sites. Ensured smooth rollout of training at

centers.

o Propelled sales 130% in 2010 and 148% in 2009 from prior year during

severe economic downturn, generating up to $58 million in new revenue

and exceeding plan by as much as $13 million.

o Achieved / surpassed plan each quarter and each year; won the CEO

award recognizing top performers.

o Increased monthly revenues $3+ million annually by introducing a call-

back model for customer follow up.

o Fostered a more customer-centered environment and revamped process,

focusing on single-offer strategy consisting of higher price, higher-

level product rather than pushing multiple products per call.

- Collaborated with all levels of team to establish, test, and

implement most effective call flow.

o Established highly successful new center in the Philippines, later

becoming the centralized site during corporate initiative to

consolidate all sites into one location, cutting employee base by 50%.

o Partnered with marketing on promotions to generate interest and sales;

included vintage promotion that upgraded customers from older software

version which resulted in strong sales and 60% of customers purchasing

additional product.

( ( DHL Express, Tempe, AZ, 2004-2008

Inside Sales Supervisor

Facilitated change and developed sales plans to breathe new life into

bottom-ranking district operation spanning N. California, Los Angeles,

and Hawaii. Hired, trained, coached, and directed up to 13 account

executives tasked with expanding and managing a book of business to

drive business. Established agent scorecards. Maintained high customer

/ employee retention.

o Quickly transformed the lowest performing district, generating

between $25 million and $28 million annually and ranking as #3 of 18

within one year. Team also ranked the highest on employment

engagement survey.

o Positioned team as #1 countrywide in 2010, generating 115% of

quarterly plan. Strategically implemented change and heightened

morale of team.

- Generated high level of new business by analyzing customer data,

implementing individual territory plans, acquiring list of

prospects from Chamber of Commerce, and focusing primarily on top

accounts.

- Narrowed each account manager's customer list from 1200 to a

manageable 400 and supported field sales by providing leads of

major accounts. Trained team on upselling and territory

management.

- Partnered with sales agents to create fun, motivating, and

productive work environment; developed contests and non-monetary

recognition, such as peer-to-peer FISH awards to recognize

successes.

( ( MCI, Iowa City, IA / Phoenix, AZ, 2000-2004

Earned promotions and held multiple positions at publicly known

telecommunications company.

Customer Service Trainer, 2001 ( Inbound / Outbound sales trainer,

2001-2002

Developed high-impact sales plans. Delivered 3-6 week interactive

classroom / web-based training sessions to new hires on various aspects

of customer service, from front-line to electronic. Also instructed on

systems, products, and inbound / outbound sales. Drafted training

materials. Established procedures.

o Conducted advanced training for managers and agents to progress to

the next level.

o Applied differential teaching model to meet the diverse learning

styles of employees.

Inbound/Outbound New Hire Sales Supervisor, 2002-2004

o Managed team of up to 50, surpassing new-hire sales goals of 80%;

team consistently performing at the level of seasoned peers to meet

100% of sales plan.

o Mentored and developed talents of sales coaches and representatives

to prepare for management roles.

o Met with and Interviewed employees to map out career path within

organization.

Consultant, 2001, 2004

o Established 3 new centers in India, Canada, and the Philippines and

trained all levels, up through management. Monitored performance and

advised management on driving team performance, coaching, time

management, and how to attain operational excellence.

o Successfully turned around center in Philippines, improving sales

from 60% to 100% of sales plans while improving quality scores.

Coached managers and supervisors on plan of action to realize goals.

Education

B.A. IN AMERICAN AND WORLD HISTORY, WARTBURG COLLEGE, WAVERLY, IA

Professional Development: Richardson's Coaching Seminar



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