Sales Quality Assurance
Resume:
RICHARD H. GOLDEN
Boca Raton, FL 33428
Cell 561-***-****
WORK EXPERIENCE:
June 2006 - present Kaplan University, Ft. Lauderdale, FL
Sales Manager/ Director
Launch Sales Department for the financial vertical in Jan. '07.
Selling educational certificate programs such as Certified Financial
Planning, Risk Management and Project Management
Team has grown to 17 reps with annual sales from zero to $6.5 million.
Develop training and sales metrics allowing for growth.
. Plan quarterly budgets, incorporating new educational products.
. Set up quality assurance team-- scripting and scoring of agents.
. Started an office of returning students (ORS) as an additional net
income (Jan '09) YTD revenue $859,000
. Continually develop, coach and motivate the team.
. Plan and coordinate trade shows, keeping track of ROI.
July 2003-May 2006 LexisNexis/Accurint, Boca Raton, FL
Account Manager
. Cold calling to solicit the LexisNexis / Accurint product to upper
level management.
. Constantly in the Top Five in acquisition of new clients.
. Manage to continually meet and surpass company sales objectives.
. Past 5 months have been at the top or second in growth commissions
among peers hired in 2003.
. In brainstorming and focus meetings, my input was valued and
implemented.
. Responsible to conduct "Closing the Sales" classes.
. Conduct cold call classes.
. Focus on up sell to existing clients.
. Made suggestions to clients regarding plans of action to locate people
for collection purposes based on the products of Accurint.
. Handle all customer service issue related to all my specific accounts.
Made decisions as to the next level of escalation.
. Involve in a team of three that developed and serviced a client base
of 5.4 million dollars revenue.
October 1999-June 2003 Interactive Response Technologies (IRT), Fort
Lauderdale, FL
VP Operations Manager Sales
. Coaching to create effective change of individual and assist in
meeting sales goals.
. Manage multi teams and projects.
. Identify work/project opportunities and implement innovative
approaches to maximize efficiency and profitability.
. Create action plans to quickly and effectively address program
problems as related to Sales and goals.
. Work with all management staff on how to effectively develop and teach
sales, and the use of linguistic methods.
. Direct the Quality Assurance Department on procedures of effective
feedback and coaching.
. Create 15 day Agent development process.
. Work closely with ISG and Teleco Departments to ensure correct
procedures.
. Develop metric for reporting and reviewed reports with clients daily.
. Conduct daily operational meetings with multiple clients, and internal
staffing to review current data.
. Set objectives for start-up projects, as well as long term goals
. Establish sales objectives for sales related programs and establish
call perimeters for customer service programs.
. Responsible for development of Quality Assurance
. Create guidelines for reaching clients' sales objectives.
. Accounts such as Direct TV, Sears, Diners Club, Fleet Bank, Marriott
Vacation Clubs, Trendwest Vacation Clubs, First Data Merchants
Services, Sun Trust, and Discover Card.
. Primary responsibility is to act as "Internal Consultant" for all
programs.
May 1999-October 1999 Technion, Hollywood, FL
Sales Operations Manager
Monitor and report on project and program results and distribute
information to President.
. Work closely with the Quality Assurance Department to ensure that all
Agents are monitored appropriately and feedback is given as required.
. Manage and monitor project start-up, assessing needs, design, and
development.
. Set objectives that will foster program growth.
. Conduct focus meetings with Agents and Managers to help improve sales
and productivity issues and report action plan to Director.
. Interact with program client when necessary and make required
adjustments to ensure program is trending in proper direction.
. Conduct exit interviews when possible.
. Review and analyze all outbound leads when applicable.
June 1997-May 1999 Precision Response Corporation (PRC), Miami, FL
Project Operations Manager-Inbound & Outbound Sales
. Assessing, designing, and developing of programs.
. Identify operational, performance and training issues/concerns.
Create action plans.
. Implementation of procedures to insure efficiency of the programs.
. Work closely with the Quality Assurance Department to ensure that all
Agents are monitored appropriately and feedback is given.
. Conduct team meetings with Agents to focus on areas of improvement.
. Motivate Agents on a daily basis to improve moral and productivity.
. Responsible for hiring, re-training, motivating, terminating staff
(when necessary), and analyzing TSR statistics.
. Work with Client Services Department to develop sales projections.
. Accounts such as: Comcast, Cox Cable, and UPS.
February 1991-March 1997 Facelifters Home Systems (American Remodeling
Inc.), Margate, FL
Call Center Manager-Outbound Sales
. Responsible for hiring, training, re-training, motivating, terminating
staff (when necessary), and analyzing TSR statistics.
. Staff consisted of 144 employees and four Supervisors. Three-shift
operation.
1980-1991 R J Montana, Boca Raton, FL/Res-Q & Phantom Stores, New York NY
(Retail Stores)
Self employed - Menswear Multi units (8)
EDUCATION:
B. S., Business Administration, New York Institute of Technology.
A. A. S., Computer Science, Bryant and Stratton Junior College.
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