Sales Customer Service

Thomas Tyler Benowitz

**** ******* ****. **** *** San Diego, CA 92101

858-***-**** *****.********@*****.***

Accomplished Sales and Operations Leader: proven revenue-driver, market-expander, and team productivity improver

Experienced in high volume, rapidly changing businesses: creative problem-solver, strong decision-maker

Recognized for leading high-performing teams that improve customer satisfaction while maximizing operational efficiencies

Sales Operations Call Center Management New Market Expansion Project Management Business Development

Sales Force Development Forecasting & Budgeting Client Relationship Management Upsell & Retention Programs

PROFESSIONAL EXPERIENCE

Confidential San Diego, CA

Inside Sales Manager 2015 - current

Led team of 5 Account Executives responsible for prospecting, developing, and closing new customer accounts for this leading provider of credit, data, and software solutions for banks, credit unions, and mortgage lenders nationwide.

Within the first 6 months, closed highest monthly contract value in the last 2 years (1.5x).

Created new outbound C-Level contact strategy, including phone scripts, email communications, and optimal contact cadence, increasing contact rates by 22%.

Developed new team KPI goals and created dashboard reporting, driving a 46% lift in AE sales activities.

Hired, trained, and on-boarded AEs. Provided on going Consultative Sales coaching to all team members to improve their phone, email, and web-based presentation skills. Increased team’s open rates by 23% and close rate by 225%.

Overhauled AE territories and sales approach to align with change in corporate strategy, ensuring sales targets are achievable and accomplished.

Identified opportunities for data improvements within company’s use of SalesForce and acted as key liaison with IT to drive change, including developing custom reporting and fine-tuning CRM functionality to meet the needs of sales.

Ashford University San Diego, CA

Consultant, Financial Aid Services & Special Projects 2013 - 2015

Spearheaded several core projects for this online university’s Financial Aid team, including elevating customer experience, overhauling call center operations, and reducing Cohort Default Rate.

Led project management of two of the President’s four key initiatives: optimizing student experience and facilitating financial aid processing for Ashford University’s 60,000+ students.

Evaluated the existing overall customer experience and identified areas of opportunity. Developed strategies, created business requirements, and led cross-functional implementation teams to optimize customer satisfaction.

Transformed Call Management business model to a fully integrated Call Center approach, increasing call capacity by 50%, inbound call volume by 23%, customer engagement by 20%, and overall quality scores by 10%.

Developed strategies for 2 automated dialer Pilot Programs and led cross-functional implementation, resulting in significant gains in cost per customer contact.

Stepped in to drive strategy to reduce Cohort Default Rate after senior team leaders resigned. Successfully aligned competing external vendors, resulting in a 10% decrease in overall rate within the first 45 days.

Developed multi-faceted customer communication plan encompassing web portal alerts, integrated email campaigns, and phone scripts designed to educate students on their loan burden and repayment options.

Created custom reporting to monitor timelines and deliverables to manage stakeholders expectations. Trained and coached Call Center management team on execution and KPIs.

ALX Global LLC San Diego, CA

Director, Operations 2010 - 2011

Responsible for insourcing sales and operations functions for 3 brands at this ecommerce replacement battery business and owning all day-to-day call center, warehouse, and shipping operations.

Developed and implemented strategic plan to bring all outsourced sales and operations in-house within 3 months, including call center activities, warehouse operations, product fulfillment and new systems integration.

Drove 70% decrease in customer complaints by developing procedures and best practices for both customer service and warehouse to optimize customer experience.

Created and launched Corporate Purchase Program resulting in $130,000 in new sales within first year.

Managed all business relationships, including our over-flow call center, shipping providers, and vendors.

Hired, trained, coach, and mentor all customer service representatives and warehouse employees.

Set-up structures for internal phone queues, over-flow call center, and back-end transactional system.

Identified and creatively resolved all issues associated with new system launches to maintain daily operations.

Ran day-to-day business operations and continuously capitalized on areas for improvement.

Thomas Tyler Benowitz, Page 2

First Advantage Member Services San Diego, CA

Consultant, Sales and Operations Optimization 2009

Drove strategy and implementation of Call Center operations to increase new account sales, revenue per sale, and account retention of credit monitoring, credit reporting, and credit scoring services for consumers and financial institutions.

Created internal sales processes for 150 agents to increase up-sell, cross-sell, and account retention activities.

Grew customer up-sell rate by 300%. Created and implemented call center strategies to support the retention and up-sale of Chase Bank identity theft products including Chase Fraud Detector and Chase ID Protection.

Increased account retention by 114%. Developed sales scripts & training materials and launched coaching programs.

Identified areas of improvement in call center workflow processes and developed customized programs resulting in incremental revenue and agent retention.

Worked cross-departmentally with Call Center Training, Quality Management, Telephony, and Online teams to optimize communication and maximize productivity.

Partnered with external and internal call center management teams to decrease abandon rates, increase utilization rates and productivity, and optimize skill-based queue routing.

AMN Healthcare San Diego, CA

Director, New Markets 2008– 2009

Responsible for growing account volume, revenue, and retention for AMN Healthcare, a leading healthcare staffing company. Promoted to drive successful launch and management of new product lines.

Spearheaded the launch of 2 corporate-wide product lines, resulting in revenue gain of $8.1M (+129% vs. goal).

Directed Quick-to-Market process (90 days) for coordinating the feasibility study, implementation, communication, and ongoing management of new products.

Set sales targets, evaluated market/competitor risks and threats, prepared/presented client proposals, and led the successful onboarding of all new clients.

Realigned internal sales operations processes and implemented 3 sales models, optimizing account revenue.

Developed reporting for Senior Team to communicate key Sales, Marketing, Operational, and Pipeline metrics.

Partnered with marketing to diversify new business revenue streams through the testing of multi-channel marketing campaigns and advertising strategies.

Director, Account Management 2007 - 2008

Oversaw client acquisition, product diversification, reactivation and account retention programs that generated +$250M in annual revenue, increasing market share during a down market.

Successfully turned around a key national account, reducing cost/acquisition by 10%, generating $1.1M in revenue preservation, and growing account to a potential $5.8M annually.

Created programs for targeting, developing and growing government nurse staffing business that resulted in an increase of $5M in revenue growth for 2008, 141% growth YoY.

Hired, trained, and developed 12 Account Managers, increasing their sales activities by 10% in 6 months.

Nominated for AMN Values in Practice Awards for Passion.

GOAL FINANCIAL, LLC San Diego, CA

Senior Sales Manager 2003 – 2007

Oversaw teams of high-volume call center sales reps, generating billions of dollars in education loans and helping students manage their college debt. Promoted from Sales Manager to Senior Sales Manager.

Oversaw 5 Sales Managers and a 100+ member sales team at an inbound/outbound call center that generated over $8 billion in new student loan holdings, +105% vs. goal.

Worked closely with CEO and Sales Heads to gain agreement on sales strategies & tactics to achieve annual goals.

Reported on daily and weekly sales metrics used in volume forecasting and presented to Senior Executives.

Hired, coached, and developed sales team to ensure performance metrics were met.

Trained sales force on product launches, including credit based private loans and federal financial aid programs.

Appointed key stakeholder by the business to assist PMO, IT, as well BI in the development of business requirements for the migration to an enterprise wide Microsoft CRM platform that increased efficiencies by 25%.

Worked directly with General Counsel, VP of Risk Management, and cross-functional teams to ensure compliance with HEA, FTC, CAN-SPAM, and FCRA guidelines.

EDUCATION

Bachelor of Science - Psychology, Minor in Business, University of Oregon - Eugene, Oregon

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