Sales Customer Service

DARRYL S. FOUST

**** ***** ***** *****, *********, TN 37214

615-***-**** / acrmgt@r.postjobfree.com

PROFESSIONAL SUMMARY

Results focused MBA Executive with over 19 years of progressive experience in business expansion/improvement and strategic planning within a sales and customer service environment. Expertise includes: Call center sales strategy and operations, extensive sales/healthcare experience, business development, strategic planning, finance and budget management, executive level presentations, marketing communications, project management, and infrastructure development of specialty departments, relocation projects and compensation plans.

SKILL HIGHLIGHTS

Business Implementation Call Center Management Revenue Cycle Management

Strategic Planning HIPPA Compliance Project Management

Compensation Design Avaya Five 9 Predictive Dialer

Effective Communication Microsoft Office Data Analysis

CAREER SUMMARY

American Home Patient August ‘07-Present

A national leader in diverse home health care products and services

Director - Sales Support and Revenue Cycle Management

Full responsibility of the developing, planning and execution of the backend business support system for an $80M Sales organization of 400+ employees between two sites.

Full responsibility for Health care payer and vendor relations including understanding of requirements, procurement of documentation and SLA’s

Responsible for supporting 300+ branch locations in 38 States and assisting with the growth of sales for existing and new patient population.

Directly responsible for the development and growth of a new business development sales department resulting in $6M and double digit growth focused on CPAP machines.

Daily management of 5 front line Managers and 120+ FTE’s

Achieved double digit revenue growth and increased operating contribution year over year.

Defined departmental training curriculum emphasizing on new hire, reoccurring education and process improvements

Identified and implemented effective order handling process that resulted in 4 day reduction in order cycle time

Directly responsible for monthly audit of Performa and PNL

Support Center Sales Manager

Directly responsible for $18M annual inbound sales team budget

Grew annual sales by 20% year over year

Increased overall efficiency which led to a reduction of 5 FTE’s

Analyzed sales results and managed agent performance metrics to improve conversion rate, close rate and contact percentage resulting in top sales team

Project Manager, directly responsible for companywide shipping project. Emphasis on annual cost saving of over $500K plus

Senior Project Manager directly responsible for implementation of new business development with expected annual revenue growth of $1M +

Instrumental in the distribution of Medicare, Medicaid, and other Managed Care patient calling lists that resulted in a 97% penetration rate

Top Performing Sales team, first team to reach $1M in monthly sales

Affiliated Computer Services June ‘05-Oct ‘06

A leading provider of technology-based outsourcing solutions and system integration service to commercial and government institutions

Customer Service Operation Manager

Responsible for 150-person team that encompassed 6 supervisors and 24 x 7 hours of operation department

Directed special project team to reduce retail loss by 15%

Developed processes to lower efficiency in call handling by an average of 1 minute

Improved quality assurance monitoring by 6%

Relocation of Lodging.com business from Oklahoma City to Nashville TN which resulted in increased efficiency and $1.5M annual sales growth

Cendant Travel, Inc. Mar ‘95–June ’05

A national travel service, which is a subsidiary of a Fortune 500 company, with 400+ employees in the Nashville office.

Customer Service/Reservations Sales Assistant Manager

Assisted manager in day-to-day operations of a 150 person team; 12 supervisors, 24x7 departments

Maintained and achieved department metrics while constantly improving policies and procedures

Key figure in developing processes that increased supervisor productivity by 1 FTE. (One Team Concept)

Head of transition relocation project involving company buy-out of Cheaptickets.com

Established an elite group of agents to handle priority reservations, known as the Platinum Service Group

EDUCATION

Trevecca Nazarene University Nashville, TN April 2008- May 2010

Master’s Degree- Business Administration

Aquinas College Nashville, TN April 2005- Aug 2007

Bachelor’s Degree- Business Administration

Contact this candidate