Sales Manager
Resume:
FREDERICK C. CORNELL
*** ****** **** ****. **** *04
oxnard, CA 93036
abld6r@r.postjobfree.com
Strategic management "know how"
P&L Management HR Generalist
Strategic & Tactical Planning
Change Management Process Management
Call Center Operations
Keen ability to seize opportunities to heighten revenues and create
healthier bottom line.
Accomplished sales and business executive with the drive, know-how, and
proven record for driving sales, call center operations, customer
relations, and other multi-functional financial services operations to
attain operational excellence, meet ambitious revenue / productivity goals,
and create seamless environment on multiple platforms. Experienced in
strategic planning and in designing specific training programs to unleash
potential of individuals and teams at all staff levels; repeated success
identifying and managing costs, profit, and motivational drivers as well as
effectuating change to impact key performance indicators across
organization; applies TQM management style; and current on emerging
technology trends in telecommunications, computer systems and operations.
Performance & Growth Optimization Training Programs & Tools
Mentoring & Coaching
Talent Development & Management Vendor Relations & Negotiations
Budget Planning & Analysis
Operations Management & Strategy Regulatory Compliance
Goal Setting & Forecasting
PROFESSIONAL EXPERIENCE
Northwestern Mutual Financial Network, Tampa, FL 2008 to Present
FINANCIAL REPRESENTATIVE
Market and sell a full range of financial products including life
insurance, disability insurance, mutual funds, and annuities
to businesses and individuals seeking to supplement existing benefit plans;
coordinate financial and insurance planning for comfortable retirement
programs and risk management.
Key achievements:
. Achieved Bronze Award for first year premium goal
. National Quality Award for Persistency / 100%
Everest Financial Services, Oldsmar, FL, 2007
PARTNER AND SENIOR SALES MANAGER
Business partner acting as senior sales and operations executive within
organization, managing P&L, spearheading daily operations and guiding
performance of 15-person staff for startup national call center. Direct key
functions such as sales management, recruitment, training, HR - including
new hire orientation, benefits administration and payroll, dialer
management - including database management and analysis for lead criteria
and network administration. Design brand materials and standard customer-
correspondence letters. Source and cultivate vendor relationships to
procure equipment and services, including telephony and technical
equipment, as well as outsource payroll. Instrumental in partner
negotiations, business organization, re-organization, and final business
termination due to external factors brought forth by legislative changes
within student loan industry.
Key achievements:
. Reduced initial startup costs by $150,000 and met pro forma
projections within two months of opening.
. Improved hiring practices to recruit / hire skilled industry
professionals and formulated new compensation / bonus plans to build
dedicated, high-performing sales team, producing immediate impact to
boost revenue and productivity as well as increase staff retention
while lowering recruitment, hiring, and training costs.
. Countered downward trends, boosting online applications 30% by
leveraging alliance with broker to permit easy access to Web-based
application and quick turnaround; also reassigned staff to focus on
warm prospects.
. Researched and drafted business plan to procure capital from
investment group over three-month period.
Generated immediate revenue by negotiating "prepay" of applications,
greatly decreasing payment timeline of 45 days or greater.
(AFS) Blue Marble Lending, Tampa, FL, 2005-2006
VICE PRESIDENT, OPERATIONS
Actively recruited by parent company (AFS) to drive startup call-center
operations and lead management team accountable for up to 80 associates;
oversaw recruitment, hiring, training, and succession planning. Designed
reporting for key performance indicators to effectuate positive call center
trends. Established policies and procedures, wrote training and operations
manuals, and drafted compliant scripts. Oversaw all predictive dialer
functions, including lead sourcing and management. Prepared forecasts,
managed P&L, and controlled monthly budget of $250,000.
Key achievements:
. Surpassed / met multiple objectives, including exceeding monthly lead-
generation quotas by at least 15% from first day of operation by
hiring qualified, committed staff and designing / delivering high-
impact sales training; also attained ambitious new business quotas and
maintained dialer utilization of 90%.
. Assisted in re-organization of call center from mortgage lead
generation to student loan consolidations due to downward trending
within mortgage division.
. Improved closing ratio of one-call closings 30% by utilizing AFS
senior loan advisors to support call center and identify additional
opportunities.
. Met all deadlines for establishing call center and saved company
$180,000 in national outbound telemarketing campaign costs through
strategic partnership with AFS to operate under their telemarketing
licensing.
. Heightened associates' productivity and applications generated through
enhanced training / coaching program and new monitoring practices to
ensure adherence to quality standards / scripts.
AFS, Tampa, FL, 2005
DIRECTOR OF SALES OPERATIONS
Applied TQM management style to drive national outbound telemarketing
operation and lead 16-person team of senior and team managers overseeing
350 associates across five departments comprised of recruiting, training,
outbound sales team, closing team, quality assurance and loan processing.
Designed / implemented reporting to identify, analyze, and address call
center trends for KPIs. Co-managed dialer operations with IT. Implemented
new performance management criteria. Reported to VP of Operations.
Key achievements:
. Strategic in implementing high-impact changes and technologies,
leading to greater efficiency and healthier bottom line, generating
total of $18 million in annual revenue, including $750,000 in annual
revenues by increasing dialer hours from 80% to 85% of paid hours.
. Initiated and introduced design / changes to bonus structure, leading
to heightened employee recognition, retention, and motivation while
creating performance-driven culture.
. Achieved multiple corporate objectives to enhance key facets of call
center culture, including boosting productivity and efficiencies, in
addition to increasing staffing from 70 to 350 within six months and
improving attendance percentage average to above 80% within three
short months.
. Instituted weekly staff meetings and fostered open, bi-directional
communications, leading to expedited implementation of goals and
changes, greater interdepartmental cooperation, improved compliance,
and elevated corporate professionalism as well as surpassed
productivity and quality standards.
. Assisted in strengthening hiring process and increasing staff
retention through skills testing, multi-phased interview process and
interactive training.
. Improved retention and reduced unemployment claims by overseeing
corrective action process and terminations to maintain fair and
equitable environment.
Four Season's Sport Complex, Joplin, MO, 2004
PARTNER AND EXECUTIVE MANAGER
Led multi-functional operations and staff of up to 38 for sports complex
providing sports activities for youth within Southwest Missouri region.
Managed scheduling, payroll, cash management, and inventory. Teamed with
sports director on promotional activities to generate further revenue
activities.
Key achievements:
. Forged positive community relations to expand presence and capture
additional business.
. Boosted gross revenues 25% within 3 months for facility usage as well
as accelerated revenue growth for concession areas by implementing
creative promotional strategies and ensuring service efficiency
through appropriate staffing.
. Contributed to planning and forecasting efforts to successfully secure
funding for capital project to expand facility and related needs.
JP Morgan Chase / Collegiate Funding Services, Pinellas Park, FL, 2002-2003
SENIOR MANAGER
Quickly earned promotion from Team Manager to Senior Manager of national
inbound / outbound national telemarketing call-center operations to drive
campaigns and respond to calls. Assessed operational needs and implemented
process and procedural solutions to impact quality, customer satisfaction,
and all aspects of growth. Additional responsibilities included managing
progressive disciplinary actions, KPI analysis, payroll and time keeping
functions of teams. Furthered business objectives through focused
leadership and training of 14 team managers, each charged with driving
performance of 15 financial specialists. Contributed to the writing of
standard operating procedures (SOPs) and scripts.
Key achievements:
. Positioned team managers for success, resulting in $500 million in
loans and $15 million in sales revenue annually.
. Served in instrumental role to develop key initiatives, including
establishing night shift and growing number of teams from 2 to 10 as
well as implementing and leading new-hire training program to quickly
acclimate and increase retention; resulted in productivity levels
equal to seasoned team members in just 6 months.
. Served as central committee member, working in collaboration with HR
and training to improve hiring practices and interview-training
process as well as tighten candidate requirements to strengthen talent
pool.
. Played pivotal role during software conversion project, including
testing and feasibility of new database system and ensuring smooth
integration to call floor.
Harte-Hanks Response Management, Clearwater, FL, Pinellas Park, FL, 2000-
2001
Supervisor / Trainer
Developed plans / strategies, directed team of up to 25 call-center
representatives, and provided indirect leadership to up to 120
telemarketing service representatives to successfully drive client
campaigns. Trained team on financial program offerings such as credit cards
and mortgages. Tracked performance and coached individuals and groups.
Monitored quality assurance to ensure compliance to policies and procedures
and mentored associates to continually enhance skills.
Key achievement:
. Delivered training to maximize effectiveness of national outbound
telemarketing campaigns for high-profile clients such as H&R Block
mortgage / refinancing division, Associate's Home Equity, GM,
Providian and American Express.
*** *** ***
Prior experience as Financial Representative, Northwestern Mutual Financial
Network, 1999-2000; Assistant Branch Manager, Enterprise Rent-A-Car, 1997-
1998 and professional golfer 1991-1997
EDUCATION & PRESENTATIONS
Bachelor of Science in Business Management / Economics, The University of
Tampa, Tampa, FL
Professional Development: Change Management / Coaching for Optimal
Performance / Moving from Conflict to Collaboration / Establishing
Performance Expectations / Performance Reviews / Taking Corrective Action /
Conducting New Hire Interviews / MBTI Leadership Training / FMLA
Licenses: Life, Health, and Annuities; Series 6 and 63 for the states of FL
and CA
Presentations: Conducted numerous presentations throughout career to
diverse audiences
Technical Proficiencies: MS Office (Word, PowerPoint, Outlook, Access,
Excel, and Visio); call center technologies
Community Commitments: Mentor, Golf Instructor, and Tutor for ten years -
Chi Chi Rodriguez Youth Foundation
Athletic Achievements: Professional Golfer / Division II NCAA Academic and
Golf All-American Teams / National Golf Champion Team / Ranked among Top 40
amateur golfers in US by "GolfWeek"
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