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Richmond, Virginia, United States
May 19, 2017

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Dolph Edwards

**** ****** **** **.

Chesterfield, VA 23832

(804) ***-****,


Secure a challenging position that allows me to contribute my experience in Management, Operations and Analytical thinking. Summary:

Experienced Development and Sales Management professional, with strong analytical skills, leveled business acumen with high regard for Operational Excellence and Client Retention.


Acquisition Management Competitive Market Analysis Data Management Human Resources Strategic/Tactical Planning Performance Standards Sales & Customer service Incentive Structures Conflict Resolution Management and Development Business Development Retail Distribution Safety and Compliance Budget Planning/Audits MS Office Suite/CRM Logistics Cost & Risk Analysis Direct and Channel Marketing Budgeting and Forecasting Broker/Vendor Relations Business Model Analysis Process Design Software Implementation B2B and B2C Salesforce SAP/SAS Business Surveying SAAS


FirstStreet Colonial Heights, VA

Department Head 2014-2016

Developed Contact Center programs, e-commerce options, operations, commission structure and software implementation from startup. Maintained pro-active relationships with Executives, Directors and other management personnel impacting the efficiency of operational directives. Developed and implemented process and operational improvements to enhance efficiency and effectiveness of operations. Responsible for start to completion client experience, advising for growth strategies and escalation points proactively before expansions. Researched and developed efficiencies to processes in key accounts to fortify existing relationships. Developed technical solutions in efforts to advance sales by analyzing documenting capabilities and processes. Manage feedback of call evaluations, and implementing training and mentoring sessions. Created several concurrent campaigns and allocated available resources to meet client goals and projections. Established responsibility roles and platforms that clearly defined expectations and improved overall productivity. Developed solutions for outbound dialing strategies and maintained TCPA compliance with multiple projects. Overseeing and implementation to the management team and rep team in needs of the system and direction of systems. Developed and maintained the metrics, KPI's, reports, analysis, strategies and data management. Managing the Data resourcing, CRM, inputting the data and communicating the data to assigned personnel. Established interdepartmental guidelines to ensure the outbound and the inbound call centers quality standards are 100% reinforced daily. Maintained audits and trend analysis to ensure alignment with budget, productivity and expectations. Conducted daily motivational team meetings and created reports to executives on call center metrics. Successfully implemented business plan for the department including Incentive Structure, Benefits Program and Marketing Strategies. Managed department budget and controlled expenses of the department, by identifying operational deficiencies and implementing strategies for improvement. Responsible for end to end human resources process, including recruiting, hiring, workforce management, on-boarding and termination. Maintained sales goals through-out the year and maintained motivation by improving morale. Developed all sales training materials, sales techniques authored and introduced new scripting to drive revenue. Increased company's profitable margin by 2 million dollars in 2015 by controlling advertising and marketing expenditures. VGE LLC Charleston, SC

Sales & Marketing Director 2007-2014

Responsible for organizing promotions client presentations, product launch, conferences and training seminars. Performed quarterly marketing audits by, reviewing business documents, updating process, compiling activities and verifying book of business. Implemented software training and testing for sales force to guide business though technology changes. Maintained relationship with IT to understand project specs and reduce inferior quality then communicate findings to leveled management. Managed contact center flow, website activities, training including updates additions and content removal. Managed company customer data base developed accounts and trained Account managers to cultivate accounts. Assess and create annual marketing action plans based on budget allowances complete financial management of projects. Interfaced with clients and developers collecting data and requirements to communicate acceptable solutions. Coached team and resellers in developing new sales procedures and responsible for influencing sales force. Management of client marketing satisfication and implementation of strategies in real time back to C Level Executives. Managed internet postings, e-commerce tracking, updated product information and documents to accurately monitor feedback. Followed up and monitored order fulfillment, shipment, tracking and worked with clients on pricing issues. Promoted and increased product awareness by being a representative at trade shows and events. Implemented promotional specials to increase sales domestic and international and maintained accountability for global products and services. Developed new business markets to gain more clients and vendor retention and established reasonable SLA's. Designed and implemented process for receiving, shipping processes and transportation. Supplied vendor services payment options, claims, billing rates and pricing protocols to establish term agreements. Communicated and provided weekly reports to management, sales team and clients through Auditing, Compliance and Risk assessment. Negotiated and cultivated new business relationships by providing a hands on approach and resolving processing and payment issues. Managed and negotiated procurement, inventory control, logistics and distribution to clients globally. Directed and planned daily operations including finances, accounts payable, accounts receivable, payment processing and compliance. Increased vendor and supply chain productivity and loss prevention by average of 14% yearly by providing constant data feeds to clients. Responsible for forecasting future changes in the business based on previous trends and competitors activities. D&L CONSTRUCTION Niles, OH

Project Manager/Property Manager 2004-2007

Created sales plans and quotas complying with company objectives and budget. Acted as POC during new construction for both company and buyer sharing the gathered information. Implemented business analysis in regards to competitive cost of service to increase profit. Creating individual presentations for buyers for new construction, and refurbished site assistance. Responsible for facilities management, resolutions and communications to vendors, owners and Property managers. Created bids for future sales based on material and equipment based on client recommendations. Implemented marketing programs increasing contact ratio, created and maintained database and spreadsheet of transactions and build. Monitored project progress by tracking activity, proactively creating and publishing reports and recommending actions. Implemented software applications and technology solutions to resolve business problems. Responsible for annual budget reviews monthly P and L reports, scheduling, marketing, recruiting and payroll. Procured supplies and services for company and resolved supplier quality and delivery issues. Reviewed and prepared responses to RFP's, RFQ's and competitive bid documents from potential and existing customers. Oversee purchasing and distribution of documents to worksites. Communicated updating with pricing issues, claims, payments and cancellations in a timely manner. Implemented preventative maintenance and safety protocols for facilities. Successfully filled inventory and conducted monthly action meetings to address residential concerns. Maintained and followed up in a timely manner to complaint logs and other maintenance issues. Facilitate pre-construction meetings, walkthroughs and post closings. Internal Audit Officer

Performed internal checks and balances, produce reports procedures for verifying compliance, verified insurances were guaranteed and valid. Verified BOQ's were submitted, presented reports on immediate risks, Reconciled and submitted financial statements to ledger. Negotiated service contracts and implemented risk management procedures. Audited purchase orders, invoices, payroll, sq ft, debt, statements and logs Validated company was compliant and met all local, state, federal laws. Communicated terms in tenant relation and facilitated collections and evictions, in compliance to policy and court order. Overseen gaps in funding from lenders and Banks by working with loan underwriters. Validated incoming versus deposit REESE BROTHERS TELESERVICES Oil City, PA

Senior Sales Manager 2002-2004

Developed and facilitated ongoing solutions and recommendations to achieve sales goal for outbound campaigns. Assessed individual performance through call monitoring implementing ongoing coaching and development programs. Accountable for development of inbound/outbound team of 100 to 200 members; team ranked in top 5% nationally. Achieved 140% sales productivity average, positioned as top in division. Presented with “Hall Of Fame” award for sales and customer service accomplishments. Maintained database of prospects and customers and implementation in training in the initiation of follow up. Collaborated with Client Services and operational leadership to ensure actions of the Contact Center and staff met customer needs. Developed and executed strategies to qualify and manage leads at all stages of sales process including DNC compliance. Reviewed and monitored real time service levels and daily performance reports to ensure that established performance standards were met. Maintained a detailed and up-to-date knowledge of company workflow processes and escalation paths. Collaborated with the call center leadership to provide technical support and feedback as needed. Negotiated account settlements and payment arrangements within company guidelines. Established focused dialing campaigns to reduce account delinquencies and increase direct response. Directed workflow of management team and assisted them in completion of daily duties. Facilitated weekly meetings on campaign list penetration SLA's and conversion rates. Developed long and short term business goals including capacity planning, and institutionalizing best practices for the team. Cultivated proven results through ongoing development and analysis of qualifiers in contact center including audits of CSU/DSU and CTI performance. MCI WORLDCOM Niles, OH

Sales Manager 2000-2002

Developed ongoing process improvement plans to streamline work flow, minimize risk from do not call registry and reduce operational expenses. Exceeded sales quota by 130% in first year with several major competitive win-backs. Recruited, developed and motivated 200 member sales team; achieved top sales in the country for 2 consecutive years. Achieved Hall of Fame Sales status, Qualifier was top 10% for 8 cycles straight in all sales and management aspects. POC and mentor to other core members of the sales team, provided guidance, in-field sales support, coaching and developing. Marketed and developed new sales procedures for special programs, 10-10-220/10-10-321 and played a key role in advertising products. Analyzed customer issues, problems and call trends; recommended action steps. Ensured Continuing Education / up-skill training as needed for 200 staff members and management. Best Practice for qualifying leads, assessing need and recommending solutions. Analyzed data to execute a functional and neccessary drive program to meet sales goal and expectations. Facilitated training programs in regards to, AHT, ATT, CPH, AR, CANC and autodailer sequence management. Monitored call quality and call management system T1, DID, ACD, AUX and Cisco Education





Accreditations: Covey, Time Management, Human Resources, Fish, Conflict Resolution and Laws of Leadership, BA Surveying Certified Familiars: SQL, LINUX, Web Services, POS, Cloud and Data Modeling, Five9, Nextiva, IVR

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