K. Michael Musonda

**** **** ******** **** *-mail: ac0dl6@r.postjobfree.com

Scottsdale, AZ. 85257 Phone: 480-***-****

RELEVANT WORK EXPERIENCE

Aspire Lifestyles Phoenix, Arizona Manager of Global Operations and Service Delivery January 2016 – Present

Zenefits Scottsdale, Arizona Sales Development Manager July 2015 – December

Successfully managed a team of Sales Development Coordinators to a monthly and quarterly quota in the fastest growing Software-as-a-Service insurance and HR platform; maintained top ten rank out of 30 teams with most recent top finish at 105% quota attainment.

Implemented changes to the sales process including an effective roadmap for correct contacts, pitch, objections and competitive intelligence for the sales team adapting to the ever-changing dynamic marketplace.

Recruited, coached and developed ramping coordinators to hit the milestones through best business practices needed to get promoted to a higher level sales position/ management position.

Developed and promoted talent from the sales team, while continuing to ramp a pipeline of new hires.

Used Salesforce to make data driven decisions and coached team extensively based on results.

Headed group/ one-on-one meetings with coordinators to give actionable steps to improve, streamline and track performance process for quality and ongoing training.

Proven track record of effectively prospecting and closing business in an annual recurring revenue model.

Motivated sales teams to buy into the vast potential of a start-up company, Software-as-a-Service technology as well as annual recurring revenue business model.

Provided feedback to assist in the creation of call quality standards, performance improvement goals and the development of training programs.

Achieved company productivity requirements including number of calls monitored per month, per agent, per call type as scheduled and provided effective agent coaching to improve individual as well as team performance.

OneRoof Energy, Inc. Phoenix, Arizona

Call Center Operations Manager and Senior Quality Analyst July 2013 – May 2015

Managed activity of all call center policies and procedures including increasing call center operational standards, maintaining employee service levels, improving quality service, preparing internal and external reports, customizing operating systems, maintaining professional and technical knowledge, and accomplishing organization goals.

Recruited, developed and mentored 140+ call agents to decrease customer no-show rates of 60% down to 20% achieving $10 million from over 400 successful WON deals by field sales reps.

Facilitated and met call center financial objectives by estimating capacity requirements; preparing an annual budget; scheduling expenditures; analyzing variances and initiating corrective actions.

Supported executive management focus on review of key drivers, metrics and operational processes that drove balanced scorecards and account profitability goals.

Successfully screened incoming and outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the organization.

Oversaw all call center quality assurance programs, established standards governing customer interactions,

implemented screening programs to monitor all call center telephone representatives, and designed/ modified training programs to standard.

Created call center process for live remote monitoring sessions as well as internal quality audits as needed.

Franklin Institute Science Museum Philadelphia, Pennsylvania

Senior Sales and Marketing Manager April 2005 – June 2011

Directed all call-center operations including front and back office admissions, membership, group sales, marketing, customer care to manage discounts, promotions, sales and visitor retention.

Processed all museum, client and general information queries regarding group sales and marketing from the main museum database, emails, faxes and special programs, consisting approximately 65% of museum revenue exceeding$50 million through the Group Sales channel.

Conceptualized and initiated strategic group sales leads/ business ventures within museum departmental programs and external clientele; managed financial budget and bookkeeping for the Marketing department using QuickBooks.

Provided continuous customer service solutions, marketing solutions, strategies, supervision and support to museum call center representatives.

Developed and maintained relationships with key clients and group leaders from schools, community organizations, tour operators and other businesses with multiple business referrals.

Worked with frustrated customers and resolved issues with patience, respect and professionalism.

REDBULL North America Philadelphia, Pennsylvania

Student Brand Manager at Temple University September 2003 – February 2004

Managed a 50 agent call center and field sector marketing the Student Brand Ambassador Program to promote product knowledge among co-eds on campus and other target sectors.

Introduced and consolidated brand awareness of Redbull on and around campus by perpetuating blogs, social media, relationship building with students, organizations, sports teams, as well as impulse selling to local businesses and on/off-trade accounts.

Developed a tracking system with the Redbull Mobile Energy Team to replenish students, retail accounts, and stock local supply avenues to sustain popularity of Redbull as a functional energy drink product.

Coordinated ambassador projects for community and campus dwellers to travel to events including the iconic Thre3style DJ battle and the world-famous FLUGTAG.

Zambia National Commercial Bank (ZANACO) London, United Kingdom

Business Clerk July 1999 – June 2000

Served as primary point of contact to bank customers and responded to bank customers' inquiries on financial transactions.

Processed and accepted deposits and withdrawals for bank customers recording all deposits and payments into the bank's data systems.

Performed verification of cash at the end of the day; assisted with reconciliation of balance sheet accounts.

High Commission of the Republic of Zambia Beijing, China Administrative Attaché to H.E. the High Commissioner August 1998 – July 1999

Assisted with Visa/ passport protocol and oversaw delivery of documents between departments.

Organized and coordinate meetings, conferences and secretarial travel arrangements for Embassy receptions.

Maintained schedules and calendars precisely for the First Secretary and the High Commissioners meeting schedule.

Organized general internal and external events; provided some translation, clerical expertise and social interaction to the post.

EDUCATION

Temple University Philadelphia, Pennsylvania

Bachelor of Business Administration and Management – GPA 3.4 December 2005

ACTIVITIES/AWARDS

Director and Member of the Board at Java Foods Limited, Zambia.

Scottsdale Blues Men’s Rugby Team member.

Rough Diamond Valuation and Evaluation Consultant. License, 2012.

Volunteer clerk at the Edward-Pinckney Charity Scholarship Foundation Philadelphia,

2010 – 2012.

Lupita Community Men’s Soccer League co-captain and squad recruiter, 2009 - 2013.

Franklin Institute Science Museum recognition for commitment and achievement through Group Sales, call center marketing and management with world-breaking attendance and revenue records for the exhibitions ‘TITANIC’ ‘BODYWORLDS’ and ‘KING TUTANKHAMUN’ respectively, 2007 – 2010.

Community organizer and coordinator for annual Welcome America Independence Day celebrations for the Mayor of Philadelphia, 2004 – 2008.

Capped international player for England U-19 expansion Rugby squad, 2001.

SKILLS

Experienced with computer software including Windows 98/XP, Microsoft Office 2010/Vista, Vista 6.0, Nortel Symposium, WordPerfect, Word, Excel, Access, PowerPoint, Visio, Raiser’s Edge, DocuSign, Experian/ Credit-Check, PeopleSoft HRIS, Zenefits, QuickBooks, Adobe Acrobat/ Photoshop, Java 2014, Salesforce, SunOpps, CAD, Five9, Click Database, Mobile Workforce Management, ePowerCenter and the Internet.

Proficient language skills in French and Mandarin.

Further references available upon request

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