Sales Manager

WILSON NIEVES

**** **** ****** **** #**, Santa Monica, CA 90405 310-***-****

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

CLIENT RELATION & PERFORMANCE MANAGEMENT EXECUTIVE

Innovative and forward-thinking contact center professional with a

passion for fostering profitability, efficiency, and excellence in

existing operations, development and scaling of start up

organizations, and maintaining an entrepreneurial vision and approach

in leveraging relationships to drive additional business

opportunities. Background includes strategic planning and tactical

execution with complex programs and operations requiring both onshore

and offshore delivery models.

Areas of Particular Expertise

program management ? revenue growth

leading results-driven teams to exceed client expectations

engineering & utilizing client satisfaction metrics ? vendor management

creating global corporate account communication systems

smoothly integrating multi-country teams

CAREER HIGHLIGHTS

* Contributed to the successful acquisition of new clients, including

crafting effective proposals.

* Led dynamic, interactive presentations to win business from both

existing and prospective clients.

* Grew individual client from outbound sales service to include inbound

sales and customer service/tech support, which increased revenue

1000%, from $200k to $2M per month at peak.

* Increased account revenue 93% - 175% on average by adding multiple

lines of business.

NETWORK DIRECT, INC. July 2008 - present

Senior Director of Strategic Partnerships

A contact center consultancy specializing in Vendor Search & Selection,

RFP/RFI Development, Vendor & Program Management, Operational Optimization

and Best Practice Reviews.

. Nurture and grow ongoing strategic partner relationships with Fortune

1000, Fortune 500 and global client companies, outsourced vendor

partners, and top media and marketing agencies.

. Generate focused RFP, RFI and RFQs for client's outsourced initiatives

developed from understanding of client companies overall objectives

and program requirements, and identify eligible potential bidders

based on their core competencies and additional due diligence.

. Review proposals and determine short list of suitable partners for the

client, summarize findings in a report presented to C-level managers

at client organization, and then guide the client through negotiating

pricing, contract reviews and finalization, and SOWs.

. Oversee client services to guarantee the outsourced programs are

meeting expectations, hitting performance metrics, and driving revenue

as expected while staying within budget.

. Directed the launch of premium enterprise-level client programs across

several vertical markets.

VXI GLOBAL SOLUTION, INC Sept 2004 - July 2008

Director of Client Services

A leading provider of outsource contact center solutions for market leaders

in healthcare, financial services, telecommunications, entertainment and

publishing.

. Integrated autonomous silo organizations overseen separately in the US

and The Philippines into a single, seamless operation.

. Facilitated strategic and tactical account discussions to maximize

meeting or exceeding client expectations, developed quarterly surveys

to measure satisfaction, oversaw any necessary modifications based on

results.

WILSON NIEVES 310-***-**** ? ********@*****.*** page 2 of 2

. Forecasted revenue and account growth for CEO and COO, developed and

managed annual department budgets and expenditures, and tracked and

reported account P&Ls.

. Responsible for revenue growth and profitability of all US-based

client accounts.

. Led Global Account Management team, including hiring, mentoring, and

appraising performance.

KIPANY PRODUCTIONS LTD June 1999 - August 2004

Associate Director, Vendor & Performance Management

A full service direct response marketing organization specializing in

contact center consulting services, including outsourced contact center

vendor management & performance management, program implementation, best

practice reviews, and training curriculum development.

. Maintained interactive relationships with both call center vendors and

call center program clients to ensure optimum efficiency and

effectiveness of vendors and satisfaction of clients, and to maximize

share of business coming from each client organization.

. Drove overall revenue of call center program and performed P&L

responsibilities to guarantee acceptable profit margin for top

management.

. Developed and managed aggressive sales & marketing campaigns utilizing

database mining, statistical modeling, direct mail, Direct Response

Television (DRTV) and call center outsourcing for various Fortune 100

clients.

. Led strategic planning and tactical execution meetings for multi-

million dollar marketing and sales campaigns and managed expenditures

and acquisition costs to deliver results within budget.

. Oversaw day-to-day operations for marketing and sales programs,

including coordinating cross-functional efforts with other business

and supervising junior account managers and others.

UNITED HEALTHCARE OF NEW YORK/NEW JERSEY Oct 1996 - Dec 1998

Call Center Manager

A diversified health and well-being company that offers network-based

health benefit plans for individuals, small and mid-size businesses, and

large multi-site employers.

. Recruited from previous position to build a call center for

organization in vacant internal space in corporate offices. Oversaw

every element of creating and running thriving call center.

. Recruited, trained, and managed inside sales consultants and sales

support staff.

. Created and developed comprehensive direct response campaigns that

included telemarketing, direct mail, and other direct response

vehicles to drive membership growth.

. Collaborated with advertising agency to create effective direct mail

message and marketing & sales collateral material.

SANUS CORPORATE HEALTH SYSTEMS Feb 1992 - Oct 1996

Direct Marketing & Call Center Manager

As a subsidiary of New York Life, Sanus Corp. Health Systems offers a

portfolio of managed-care healthcare products for individuals, and small

and mid-sized companies.

. Promoted from call center agent to a supervisor position after eight

months, and then to manager of the call center. During tenure, grew

call center business 500%.

. Provided telemarketing and sales skills training, supervised call

center agents, and led successful sales effort of regional sales team.

. Generated additional revenue opportunities through partnership with

other groups.

. Contributed to the development of strategy, targeted messaging, and

creative elements for direct mail campaigns and collateral materials.

. Conducted dynamic large group presentations and organized health

fairs, expos, and seminars.

EDUCATION

BA - Business Administration, Cornell University (Ithaca, NY)

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