MATTHEW RUPE

**** ******** *** ****** ****, Florida 34609 330-***-****

ad01cq@r.postjobfree.com www.linkedin.com/in/matthew-rupe SUMMARY

A highly accomplished and results-oriented sales and service executive with an extensive record of success. Unparalleled results driving revenue and KPI performance. Leverages excellent communication and leadership skills to build high-performing teams, develop bench strength, and foster relationships with key accounts and stakeholders. A resourceful and competitive thought leader with a history of improving employee morale, performance, and retention while exceeding performance objectives consistently.

EXPERIENCE

Director of Sales, 2022-present

DATAMARK INC., EL PASO, TX GLOBAL BPO, OMNI-CHANNEL CUSTOMER SUPPORT AND SALES VIA INBOUND, OUTBOUND, CHAT, CHAT BOT, AI, BACK-OFFICE, FINANCIAL AND ACCOUNTING, AND EMAIL SERVICES.

● Responsible for generating new client partner relationships.

● Responsible for growing existing partnerships.

● Manage both internal and external Sales Team members and ensure they are meeting their goals.

● Create new business leads through networking and marketing to identify potential clients.

● Research to understand scope of work and align with business needs.

● Create business presentations to review with potential clients tailored to their brand, needs, company overviews, and product offerings.

● MSA and SOW creation in conjunction with client services and legal teams to sign new client partners and agree to contract terms.

Director of Sales and Operations, 2021-2022

IDEAL AGENT, TAMPA, FL REAL ESTATE BROKERAGE AND REAL ESTATE REFERRAL AND MANAGEMENT COMPANY

● Responsible for all Sales and Operations for all Real Estate Agents, Sales Teams, Client Services, Training and Quality.

● Worked only with Top 1% Real Estate Agents in the United States.

● Large Marketing presence on TV, Billboards. Radio, and more.

● Balanced predicted call volumes based off marketing strategies and staffed the team accordingly for expected volume.

● Managed all inbound and outbound Sales Objectives. Established Sales Team Goals and expectations to align with company objectives and profit margins.

● Worked hand in hand with Finance, Legal, and HR to ensure all Sales and Operational compliances were satisfied in accordance of Real Estate Laws and Licensing.

Director of Site Operations, 2020-2021

RESULTS-CX, LAKELAND, FLORIDA GLOBAL BPO, OMNI-CHANNEL CUSTOMER SUPPORT AND SALES VIA INBOUND, OUTBOUND, CHAT, AND EMAIL SERVICES.

● Responsible for overall call center operations, finances, client relationships, facilities, and support staff.

● Oversaw forecasting, recruiting, marketing, advertising, human resource partnerships, workforce management, performance management, incentives, P&L's, employee engagement, community relationships, sponsorships, and customer loyalty.

● Scope of work supported 11 Clients and 21 Lines of Business with over 800 Onsite, W@H, and Bring your own device employees.

● Consistently exceed KPI’s with an effective rate 94.2% attainment measured on 24 monthly KPI’s

● Improved revenue by 218% ($1.1 million monthly $2.4 million monthly).

● Partnered with recruiting to exceed new hire class objectives for 6 straight months.

● Successfully started a total of 8 new client partners in 1 year and 3 months.

● Reduced attrition by 42% against previous year. (14% monthly to 8% monthly)

● Reduced absenteeism by 33 against previous year. (12% monthly to 9% monthly)

● Successfully converted 70% of business to W@H and BYOD. (Company had 0% W@H/BYOD previously) Matthew Rupe, Page 1

Vice President of Business Development, 2019-2020

24-7 INTOUCH, WINNIPEG, CANADA GLOBAL BPO, OMNI-CHANNEL CUSTOMER SUPPORT AND SALES VIA INBOUND, OUTBOUND, CHAT, EMAIL, CHAT BOT, AND AI SERVICES.

● Responsible for generating new client partner relationships.

● Create new business leads through networking and marketing to identify potential clients.

● Research to understand scope of work and align with business needs.

● Create business presentations to review with potential clients tailored to their brand, needs, company overviews, and product offerings.

● MSA and SOW creation in conjunction with client services and legal teams to sign new client partners and agree to contract terms.

Site Director, 2013-2019

SYKES ENTERPRISES, INC., LAKELAND, FLORIDA GLOBAL BPO, OMNI-CHANNEL CUSTOMER SUPPORT AND SALES VIA INBOUND, OUTBOUND, CHAT, EMAIL, CHAT BOT, AND AI SERVICES.

● Responsible for overall sales and service operations, finances, and results for 1850 call center employees and staff across 3 sites.

● Responsibilities included Operational Success, Financial Success, Client Services and Management, Business Development for internal clients and new logos.

● Additionally, responsible for coordinating and conducting sales tours and contract negotiations for new potential clients along with existing partners.

● Owned major markets client relationships serving as liaison between company, client, and employees. Established and maintained client relationships for lines of business producing over $260 Million in annual revenue.

● Created and supported marketing and advertising plans to exceed recruiting efforts necessary to support high volume headcounts.

● Implemented sales line of business and improved customer service performance across market area.

● Oversaw forecasting, marketing, advertising, recruiting, human resource partnerships, workforce management, incentives, P&L management, performance management, employee engagement, community relationships, sponsorships, and customer loyalty.

● Ranked #1 in Performance for consecutive years based on client measure performance ratings received from four separate clients within each line of business.

● Brought on $26 million in revenue with new logos in 2019. Brought on $14 million in 2018, and $12 million in 2017.

● Won Polk County “Best Places to Work” Award for 4 straight years.

● Won Polk County “Best Places to Work” Legacy Award for 5 years of exceptional service and being #1 in Laege Business catagory.

● Recognized as Top Center three times globally, and ten times among vendor partners.

● Supported sales efforts and conducted sales tours that helped acquire 7 new clients for the company throughout the past 3 years.

● Fostered existing business relationships to leverage client pay increases and additional headcounts for 4 different clients.

● Creates and implemented performance management model.

● Partnered with team to create company's leadership development platform that was later shared and rolled out globally for operations teams.

Regional Director, 2012-2013

IDEAL IMAGE DEVELOPMENT CORPORATION, ATLANTA, GEORGIA MED SPA CREATED TO HELP PEOPLE LOOK AND FEEL THEIR BEST. OFFERS SERVICES SUCH AS LASER HAIR REMOVAL, BOTOX AND FILLERS, SKIN LIFTING AND MORE.

● Managed and maintained overall operations for nine offices throughout North Carolina, Tennessee, and Georgia.

● Set and exceeded revenue goals.

● Travelled to locations and ensured all departments ran according to company standards.

● Developed and improved sales and service performance. Oversaw forecasting, analysis, marketing, advertising, and customer loyalty.

● Improved closing percentage, revenue, and retention throughout the entire Southwest Region by 30% against previous year.

● Consistently exceeded all measurable goals for each location.

● Implemented performance management and development structure for region. Senior Operations Manager, 2009-2012

Matthew Rupe, Page 2

APAC CUSTOMER SERVICES, NEWPORT NEWS, VIRGINIA GLOBAL BPO, OMNI-CHANNEL CUSTOMER SUPPORT AND SALES VIA INBOUND, OUTBOUND, CHAT, AND EMAIL SERVICES.

● Managed overall operations for 5 Call Center Divisions for UPS.

● Established and exceeded production goals and guided performance development and team development.

● Directly managed over 350 associates, 8 supervisors, 10 team coaches, and support staff.

● Oversaw workforce planning, staffing, forecasting, metric analysis, and overall business direction.

● Improved sub-goal divisions from below expectations to highest performing division nationally.

● Maintained top-ranked performance every month for three consecutive years.

● Consistently exceeded goals for all reporting divisions for 36 consecutive months.

● Implemented positive reinforcement and performance management foundation used nationally. ADDITIONAL EXPERIENCE

Market Area Sales Manager, 2006-2008, WASTE MANAGEMENT, Moon Township, Pennsylvania.

● Oversaw inside and outside sales, staffing, and operations throughout 16 hauling districts in Pennsylvania and West Virginia.

● Achieved highest sales performance nationally within three months of hire and maintained status during tenure with company.

● Increased market area customer volume by 15% within six months of hire and maintained increased revenue throughout tenure.

● Contracted new business, ensured customer retention, and oversaw national accounts. Innovated new business ideas and concepts to increase revenue and secure customer loyalty and retention.

● Managed over 100 associates, eight supervisors, and support staff throughout market area. Senior Operations Manager, 2004-2006, WEST CORPORATION, Niles, Ohio.

● Opened call center in 2004 and held overall responsibility for directing team and creating business model.

● Employed over 1,000 representatives, 58 supervisors, 12 managers, and 20 support staff.

● Named top-performing call center nationally within three months of opening and maintained performance during tenure with company.

● Earned annual top center award, three quarterly top-quality center awards, and three quarterly top customer satisfaction center awards.

● Created company’s nationally instituted reporting programs and processes.

● Provided overall business direction and guiding performance and team development to meet daily, weekly, and monthly goals. Sales Manager, 1999-2004, MCI, Niles, Ohio.

● Managed all aspects of inside sales for team of 150 agents, 5 supervisors, and 5 coaches.

● Led highest-performing sales teams for 16 months.

● Won numerous annual awards, including two top team, two national peak performer, three top manager, three national circle of excellence, and three leadership excellence.

● Earned numerous quarterly awards, including five top quality, five top manager, seven starlight metrics, seven stellar performance, and eight Club MCI.

● Conducted training, developed teams, and terminated underperforming employees.

● Analyzed and redirected performance based on business goals to exceed daily, monthly, and quarterly sales goals. EDUCATION

YOUNGSTOWN STATE UNIVERSITY, Youngstown, OH

Business Administration and Management, 2000-2001

WESTMINSTER COLLEGE, New Wilmington, PA

Business Administration and Management, 1998-1999

CERTIFICATIONS

Matthew Rupe, Page 3

Six Sigma Lean, Green Belt

HR Certifications (Diversity and Inclusion, Legal, Professional in HR, Discrimination, Harassment, Benefits, Accountability Implementation) The Big 5 Certification

LEAP Performance Management Certification

Aubrey Daniels Performance Management Certification PROFESSIONAL DEVELOPMENT

Love Em’ or Lose Em’ Corporate Retention Training

Trailblazer/Pathfinder Corporate Sales Management Training Bringing Out the Best in People Aubrey Daniels Training Extreme Ownership, How US Navy Seals plan and win, Book Club and Activities John Maxwell, Cal Lemon, Steven Covey, and Rudy Giuliani Leadership Conferences COMPUTER SKILLS

Salesforce, Kronos, PeopleSoft, Cinergy, CMS, SmartCall, Summit, Calabrio, BI, Microsoft Office Suite Professional, Salesforce, Genesys, Numerous business operating/processing applications, KPI reporting platforms, and call monitoring tools. References and letters of recommendation available upon request

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