SUMMARY OF QUALIFICATION

Builds creative sales strategies that are focused on customer satisfaction and revenue generation for the business.

Creates, implements, and inspects coaching plans designed around improved employee engagement through goal setting and skill building.

Provides a proven track record of developing future leaders through setting the right expectations that instill a brilliant in basics mentality while focused on return on investment action plans.

Demonstrates exceptional leadership that drives employee engagement through introspective goal setting that allows for personal and professional growth.

Simultaneously exceeds business, client, and employee needs through masterful multitasking.

Prioritizes quality assurance to adapt to constant industry, technology, and product changes.

Selected to open and ramp up a new call center in Davao, Philippines.

TECHNICAL SKILLS

Microsoft Word, Excel, PowerPoint

Fieldglass (Proprietary Vendor Management Software)

Avaya (Call Route Management System Software)

PRISM Visual (Call Route Management Software)

PeopleSoft (Human Capital Management Software)

System X (Proprietary Sales Force Automation Software)

Phoenix (Proprietary Business to Business Ordering and Customer Relationship Management Software)

PROFESSIONAL EXPERIENCE

Sutherland Global Services 12/2009 – Current

Rochester, NY

AT&T Senior Consumer/B2B Sales Manager 03/2016 – Current

During this time, I oversaw strategic planning, daily operations, and sales performance for 182 Inbound Sales Consultants, 15 Team Managers, 3 Reporting Specialists, 3 Workforce Management Specialists, and 2 Subject Matter Experts.

Designed, developed, and delivered quarterly and annual business reviews to internal and client leadership to illustrate program prosperity.

Created and marketed monthly incentive plans to the inbound and outbound sales force to drive client specified KPI’s.

Created, implemented, and inspected new quality assurance program to improve scores 21% in 8 months of impetration starting 11/2016.

Moved bottom quartile managers to the top quartile, within 6 months, through consistent coaching.

Discovered an alternate revenue stream that grossed over 1.1 million dollars in Q4 2016.

Grew consumer headcount 23% in 2017 due to top performance among 7 Business Processing Outsource vendors.

Focused on employee development to teach future leaders the fundamentals of effective management (in fiscal year 2016 and 2017, 8 managers attained 125% to goal for annual performance reviews).

Increased B2B sales force by 32% by exceeding sales attainment targets for 6 consecutive months.

AT&T Sales Team Manager 02/2015 – 03/2016

I consistently motivated 13-18 inbound sales agents to beat their best, in a fast-paced sales environment, by creating coaching plans and coaching to the sales process. In this role, I focused on achieving monthly commitments, improving strengths, as well as addressing areas of opportunity.

Represented the management team by demonstrating coaching methodology for Senior VP of AT&T.

First in new product sales that yielded 10% of revenue growth over 2 years.

Stack ranked #1 (of 15 Team Managers) in 2015 based on revenue generating KPI’s by coaching to consistent behaviors rather than results.

Mentored 13 employees culminating with their promotion.

Customer Care Team Manager 10/2012 – 02/2015

Supervised 10-15 inbound sales and service consultants focusing on one-call solutions for a multinational telecommunications conglomerate.

Quality Assurance 08/2010 – 10/2012

Inspected 90 sales agents for consistency to the sales process.

Launched new line of business.

Consultant 12/2009 – 08/2010

Handled 20-30 inbound calls inquiring about multiple products and services.

Met requirements to upsell during one contact while providing first class customer experience.

EDUCATION AND TRAINING

Business Management (Mohawk Valley Community College, Utica, New York)

LEAD 100 (Sutherland Global Services, Rochester, New York)

Team Manager University (Sutherland Global Services, Rochester, New York)

Advanced Microsoft Excel Workshop (Sutherland Global Services, Rochester, New York)

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