Sales Manager

JoAnn Sears

***** ****** ***** ? POWELL, OH *****

Mobile: 614-***-**** ? Home: 614-***-**** ? **********@***.***

Professional Summary

Dynamic Call Center Operations, Sales Operations and Client Services

Professional leveraging 18+ years management experience ? Revenue

generation specialist, transforming underachieving sales organizations into

top performers ? Efficiency specialist, implementing "best practices" and

improving KPIs ? Hands-on leader with demonstrated success completing high-

priority, deadline-critical projects ? Organized, take-charge director with

exceptional follow-through and attention to detail ? Effective communicator

who works well with individuals on all levels ? Top performer who thrives

in high-expectation, high-stress environments ? Metrics-driven operational

manager, achieving superior customer service levels

Core Competencies

P&L management ? Inside/outside sales/service ? B2B/B2C ? Business

development/revenue capture ? Expertise in building and expanding markets,

transforming operations and maximizing corporate profit potential ? Product

development/marketing strategies ? Exceed corporate and customer

expectations ? Passionate about leadership by example ? Staff development,

training and mentoring ? Benchmarking and performance metrics ? Deep

knowledge of customer acquisition, retention and loyalty programs ?

Workforce management ? Meticulous about quality control ? Vendor management

? Program management ? Process reengineering ? Comprehensive knowledge of

CRM solutions and technologies ? Building and managing high performance

teams ? Vertical expertise includes Government, Education, Telecom

Professional Experience

Verizon Wireless

A $58.6B Wireless and Data Network company, providing phone, Internet, TV,

wireless and service bundles to residential, business, government and

wholesale clients.

A D Mid-West, Continuity Marketing/Loyalty - Sep/2008 - Jun/2009 Dublin,

OH

Reported to Executive Director of Marketing. Responsible for multi-site,

125-seat blended call center with focus on customer retention and loyalty;

managed B2C/B2C customers and 2 outsourced vendors. Negotiated vendor

contracts. Managed key metrics.

o Budget responsibility for $5.3MM; managed 10 direct reports and 125

indirect reports.

o Improved favorable Customer Experience scores by 40% (from 37.8% to

55%) through aggressive customer service, resolving customer issues

and leveraging feedback for process improvement.

o Championed standardized operational metrics including equipment

discounts, credits/adjustments, identifying trends for

coaching/training development and equipment return rate; improved

equipment return rate (from 23% outstanding equipment to 9.3%).

o Designed small business retention strategies, implementing small

business team of 10 reps that grew to 20 and will grow to 40. In 6

months, averaged contact with 34 decision makers per day, renewed 72

lines per-rep/per-month, achieving $80K revenue per-rep/per/month

against target of $75K.

o Reduced manual discounting from monthly average of $42 to $10 in 7

months; reduced adjustments from monthly average of $62 to $46 in 4

months.

o Collaborated with marketing team on campaign development/strategy

execution, increasing revenue by 23%.

o Created employee incentive programs, improving operating efficiencies

by 61%, increasing renewals from 50/month to 72/month, and increasing

transactions-per-rep from 391/month to 673/month.

Regional Director of Business Sales - May/2004 - Sep/2008

Houston, TX

Reported directly to Region President. Responsible for selling wireless

voice and data products in five-state area. Managed operations and revenue

growth of Houston/Gulf Coast business enterprise market.

o Managed $16.4MM budget; responsible for 9 direct reports and 145

indirect reports.

o Responsible for $164.2MM annual revenue, increasing monthly revenue

from $7.5MM to $13.7MM.

o Marquee clients included Exxon Mobile, Hewlett Packard/HP, Waste

Management, Sysco, Shell, and Continental.

o Grew national accounts client base from 11 to 39; increased overall

customers from 128,613 to 234,189 while reducing customer churn from

2.33% to 1.05%.

o Exceeded $350K monthly team new revenue quota, delivering 112% of

quota.

o Deal sizes ranged from $280/month to $56K/month.

o Negotiated national large-account contracts for number of lines they

would carry, from 1K to 50K ($675K annually to $30MM annually).

o Developed and delivered sales funnel/pipeline management training,

increasing productivity by 111% (from less than 80%).

o Reorganized sales team, implementing vertical strategy (government;

oil & gas; construction; healthcare; education; and small business),

achieving YOY growth of 40% in oil & gas vertical, 25% government, 23%

construction, 11% healthcare, 26% education, and 64% small business.

o Developed and implemented competitive sales strategies, growing YOY

revenues by 46% in 2004-2005, 41% in 2005-2006, and 21% in 2007-2008.

o Initiated small business growth strategy, delivering 64% YOY growth;

strategy adopted nationally as Verizon Wireless standard.

AT&T Inc.

Columbus, OH

A $124B provider of voice, IP-voice, video, and data communications

services to US Customers in 22 states including key markets in California,

Illinois, and Texas. Provides voice and data services to 77MM subscribers

through subsidiary, AT&T Mobility.

Sales Vice President, Middle Markets/National Organization - Jan/2002 -

Oct/2003

Reported directly to Sales Vice President/Middle Markets. Managed middle

markets sales and distribution organization; responsible for driving

revenue.

o Budget responsibility for $30MM; managed 12 direct and 225 indirect

reports, plus outsourced vendors.

o Reorganized operations, identifying non-performing vendors and

organizations, reducing operational budget from $36MM in 2001 to $30MM

in 2003, while increasing revenue by 20% annually.

o Met 2002 sales plan for revamping two distressed sales teams; grew

annual revenues from $2B to $2.4B.

o Provided support infrastructure to entire sales organization,

including pricing, contracts, production credit, auditing and revenue

generation.

o Created and implemented new sales infrastructure (combining

inside/outside sales and outsourced vendors under single Sales VP

leadership), increasing revenues by 6% YOY.

o Designed and delivered training and coaching, increasing 30-60-90 day

sales funnel/pipeline by 68% and close ratio from 21% to 38%.

Sales Vice President/Global Accounts - Jan/2001 - Dec/2002

Ohio/Pittsburgh, PA

Reported directly to Sales Vice President for Global Accounts. Managed 27

Global Data, IP, Local Services and International Long Distance accounts in

the Ohio/Pittsburgh area with an annual revenue responsibility of $350MM.

Responsible for growing embedded revenue, CRM, increasing customer base.

Appointed to Leader's Council due to successful operational transformation.

o Budget responsibility for $9.5MM; managed 6 direct and 75 indirect

reports.

o Marquee clients included Nationwide Insurance, Procter & Gamble,

Cardinal Health, Goodyear Tire & Rubber, Federated, Kroger,

Progressive Insurance, NCR, Lexus/Nexus, Kroger, the Limited Brand,

PNC, AEP, Goodyear, Melon Bank, Key Bank, National City Bank, and

Sherwin Williams.

o Exceeded team quota, delivering 122% of $485K monthly quota ($7.1MM

annually).

o Grew revenues from $353MM to $354MM against target to decline by 3%,

exceeding goal. Grew customer base by a positive 2%.

o Exceeded revenue assurance targets in both 0 to 90 days and 180+ day

categories.

o Significantly improved morale of distressed organization as measured

by external organization, increasing employee satisfaction from 68% to

81%.

o Acted as primary interface with Ohio media.

o Represented AT&T and the AT&T Foundation at charitable, social and

political events.

National Sales Director/Outbound Telemarketing - Jan/1996 - Dec/2001

Worthington, OH

Reported to General Manager. Managed $1.2B national outbound telemarketing

operation and 650,000 small to medium business accounts. Responsible for 3

profit center sites and 450 total call center agents including budget

development, technical support, lead development, sales support, labor

relations, sales production, documentation and analysis.

o Attained top 2% in company's sales and marketing force, resulting in

appointment to Leader's Council twice during this assignment.

o Direct management responsibility for center sales managers, DATA

network sales managers and business operations managers.

o Developed pay-for-performance compensation plan, increasing revenue by

35% and improving productivity by 168% in 1st year.

o Grew revenues by 6% ($70MM), from under $1B to $1.2B.

o Achieved 121% of product goal (from 6,900 units per month to 8,500

units per month).

o Improved YOY revenue by 53% in 1998 and 28% in 1999.

o Key driver in consolidating 32 locations/4 regions to 3 locations,

reducing costs, reducing FTEs by 100+.

o Pioneered standardization strategies on national level to improve

sales, productivity, customer satisfaction, and employee morale.

Sales Director/Call Center Management - Jan/1993 - Dec/1996

Multiple locations

Reported directly to Area Vice President. Responsible for managing

business development efforts of 550 sales representatives in 4 call

centers, marketing full line of services in Ohio, Oregon, Louisiana and New

York; processed 6MM B2B calls annually.

o Transitioned organization to centralized call sharing, allowing for

receipt of customer calls to first available location, improving

customer response time and reducing abandoned calls from 22% to 6%.

o Achieved 124% of quota in 1994 and 136% of quota in 1995.

o Recognized for generating sales on 53.6% of incoming calls; appointed

to Leader's Council for this achievement.

o Promoted repeatedly; previous roles included Territory Sales Manager;

Inside Sales/Telemarketing Manager; Staff Manager/Account Inquiry

Center Manager; Administrative Manager, Major Accounts; Business

Office Supervisor; and Training Instructor. Started career with

company as Representative.

Education

CASE WESTERN RESERVE UNIVERSITY, Cleveland, OH

Master of Business Administration, Weatherhead School of Management

THE OHIO STATE UNIVERSITY, Columbus, Oh

Communications

Professional Development, Notables

o Sales training completed includes Spin Selling, Funnel Management,

World Class Sales Leadership, Selling to the Government, Industry

Specific training, Buying Behaviors, more.

o Other training includes Display Thinking, Visions & Values, more.

o Six Sigma Certification in progress.

o Member, Greater Houston Partnership.

o AT&T Leaders Council, five-time recipient (criteria, top 2%, sales and

marketing).

o AT&T Gold Club, Circle of Excellence, and Achievers Club (criteria,

top 10%, sales and marketing).

o 2003 Most Supportive Officer LEAGUE (diversity organization within

AT&T).

o United States citizen. International experience with Canada.

o Willing to consider domestic or international relocation; business

travel tolerance up to 70%.

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