Sales Manager

Douglas W. Butterfield

*** ****** ***** ( Ponte Vedra Beach, FL 32082

Home: 904-***-**** ( Cell: 419-***-**** (

***************@*******.***

business manager/ quality supervisor

< Extensive background in Business Management, Supervision and Contact

Center Leadership, including over 19 years experience of over-seeing and

directing with notable success in running smooth, efficient and

profitable operations.

< Demonstrated success: Profit and loss, sales and marketing, accounting,

budgets, inventory management, diverse customer and public relations,

staffing, union negotiations, training, facilities and project

management. Well proven ability to meet and exceed corporate

expectations in a timely manner.

Professional Skills

Management/ Supervision Quality and Trending Orientation & On-Boarding.

& Executive Leadership. standards.

Union Laws and Grievance Facilitation of Company & Training Presentations &

processes. Work-Force Improvement Development of Introducing

Mediation & Advocacy. Implementation. and Launching of Sales

HR Policies & Procedures Organizational Development of Product

policies and objectives. Performance Management.

Compliances and Execution of Company Plans and Staff Recruitment &

Expectation Measuring, Growth Incentives. Retention.

Implementation and Benchmarking and ROI analysis Inventory Management.

Auditing. Customer Relations, Overseeing of Contracting

Budget Determination, Satisfaction and Sub-Contracting.

Cost Analysis and Goal and Company Representation. Facilitator and Presenter

Setting. Identify Sales Gaps & of Communication and

Accounts Receivable and Strategic information.

Payables Controls & Sales Plans. Purchasing and

Processes. procurement.

Professional Experience

AT&T mobility RETENTION AND mARKETING center - Jacksonville, Florida

April 2, 2007 - December 29, 2009

Center Quality Manager, May 2009 - December 2009 (Office Downsized

12/29/09)

Advanced to current position to ensure compliance and quality is met

throughout the Center. Responsible for employee call handling compliance

and assurance that corporate standards and expectations are met.

Key Results:

< Assigned as Center Point of Contact and facilitator for all new product

launches, compliance protocols and standards.

< Designated by Center General Manager for special projects presented at

corporate level regarding improvement to department procedures to

increase Quality, Productivity and Sales attainments.

< Development and implementation of department Quality standards and

Compliance protocols to accurately be followed according to Corporate

policies.

< Instituted monthly Quality observation and feedback sessions with all

hourly Center employees to increase Quality and Sales attainments.

< Facilitate weekly Quality Calibration sessions with all Management

employees within the department to ensure uniform interpretation of

Call Quality policies and procedures.

AT&T continued - Page 2

Douglas W. Butterfield

Phone: 904-***-**** (

Page Two

Cell: 419-***-****

Professional Experience (continued)

AT&T mobility RETENTION AND mARKETING center

Call Center Manager, April, 2007 - May 2009

Responsible for the Management of Call Center employees. Ensured

performance, compliance, procedures, quality, sales, incentive quotas and

call handling time meets company expectations.

Key Results:

< Met at least 113% of Personal Team Gross Sales objective every year as

Center Supervisor.

< Met 100% of Personal Team Quality objective with 90% of Team meeting year

end Quality objectives.

< Developed and implemented employee documentation template for Grievance

processes resulting in uniform detail and precision of documentation

during Union Grievance process.

< Awarded bonus program incentive for outstanding personal results and

implementation of corporate expectations.

VERIZON - GTE NORTH OPERATIONS - Marion, Ohio July 17, 1995 -

April 2, 2007

Customer Contact Center Supervisor, July 1995 - May 2001

and June 2004 - April 2007.

Responsible for the Management of Call Center employees. Ensured

performance, compliance, procedures, quality, sales, incentive quotas and

call handling time meets company expectations.

Key Results:

< Met at least 102% of Personal Team Gross Sales objective every year as

Center Supervisor.

< Met 100% of Quality objective and reduced customer complaints by 25%

< Called upon to lead and manage several new service initiative teams

including high value and customer retention programs, as well as new

product initiatives such as High Speed Internet and FIOS Fiber

Telephone/Internet/Television service.

< Received numerous Center incentive and achievement awards for met

objectives, harmonization solutions toward center challenges and

leading the center to meet excellence expectations.

< Awarded advancement opportunity as Center Supervisor of Sales.

Center Manager of Sales, June 2001 - June 2004

Manager for developing, implementing and coordinating all sales projects

and incentive programs, both nationally and locally within the Ohio

Contact Center.

< Increased Center Sales Results by 20% to meet 112% of Center Gross Sales

Goal.

< Decreased budget costs by 14% by tracking and trending expenditures vs

actual sales and ROI analysis.

< Development and facilitation of all sales launch and training.

< Track and trend Center sales results and provide readout for weekly

Management Sales Meeting

< Awarded to participate in Six-week Management "Exchange" program and

receive acknowledgement by CEO in New York City.

< Served as Center Manager and Sales Director during absence situations.

Education/ Certifications and Special Achievements

Education:

< Ohio state university - Columbus, Ohio Graduated

1985

Bachelor in Business Communication and Behavioral Science

Professional Development:

< Complete ongoing training in the areas of Management, Sales, Customer

Service and Employee Relations..

Computer Skills:

< MS Office (Word, Excel, PowerPoint, Access, Outlook)

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