Scottsdale, AZ 85260
Accomplished VP, Director, Support Manager, and Analyst whose 15+-year career within sales / customer support and call center services, has been distinguished by accelerated advancement, commended performance, and goal-surpassing results.
Proven change-agent leader and revenue-generator, adept relationship-builder, solutions-innovator, and respected business strategist, with documented success propelling multimillion-dollar bottom line gains through sales leadership of various initiatives, projects, and high-performance operations/support teams. 40mm in sales to 140mm in 4 years!
In-depth knowledge of call center, operations customer, support, analytics, compliance issues reinforced, compliance issues reinforced by expert skills in opportunity identification, business development, complex negotiations, and process improvement.
AREAS OF EXPERTISE
-Customer Relationship & Business Development -Workforce Management Planning
-Customer Service/Escalation -Customer Support
-CRM / JIRA / NPS -Compliance Updates/Quality Execution
-Retention - Lead Generation
-Strategic Planning & Forecasting -Policy & Procedure Development
-Business Analysis -Quality Assurance
Sales Manager, Scottsdale, AZ 05/2019 - Present
Provide on the floor sales management, inspiration and coaching to a team of Account Executives in our Phoenix office who are charged with bringing in new business against monthly revenue targets
Coach, develop and motivate a team of reps to become top achievers and future leaders.
Share best practices when it comes to inside sales (phone) and closing effectively
Exceed monthly sales team quotas and successfully complete all activities that drive revenue generation
Implement strategic sales training, planning, and forecasting
Assess the team accurately to provide best coaching while quickly ramping on all of Yelp’s ad products and addressable market dynamics
Your Hearing Network, A William Demant Company
Director, Call Center Sales and Operations, Somerset, NJ 05/2018 – 05/2019
Coach, inspire and motivate employees while supporting best customer practice
Develop and manage call scripts to be used for inbound and outbound campaigns. Implement creative training methods to assure the team consistently exceeds sales and conversion targets
Lead team of supervisors/managers to ensure training, development, and performance monitoring of agents
Discipline use of CRM, ensuring adherence to policy and maintenance of interdepartmental relationships
Generate and review reports to monitor key metrics, call queues. Regularly report KPI’s to executive leadership and suggest alternative procedures to optimize operations.
Collaborate with sales and marketing departments to ensure alignment with promotional campaigns and sales processes.
Partner with Human Resources to establish proper SOPs and policies
Daily huddles with leadership to implement game plan for the success of the department. Conduct regular meetings to inform team of any changes and inspire goal achievement
Work with Human Resources and Recruiting on agent Retention strategies
Manage the day to day operations while maximizing quality production and conversion rates
The Collegebound Network - A CareerCo Company
Director / Vice President Call Center Production, Staten Island, NY and Tempe, AZ 02/06 - 05/2018
Oversee multisite, 6 call center managers, various project teams, 300+ sales, customer service, customer support agents and supervisors
Monitor overall company performance targets, including growing and retention of client relations
Collaborate with department heads and executive management to build customer support, sales, service strategy and infrastructure in a rapid-growth environment
Review and rebuild key processes and procedures to support continuous improvement and growth across center
Establish Quality Assurance standards and created benchmarks to provide superior quality service to clients
Create management & leadership strategies to support call center operations
Develop long-term strategy in alignment with company objectives and guide direct reports in developing and implementing shorter term solutions
Establish metrics and guide direct reports in managing profitable goals
Operate customer contacts and manage both call center material & human resources
Manage call center operations, insuring sales, service and quality levels are met in a profitable and effective manner
Facilitate CE training for sales and support agents on assumptive open, rebuttals, and closing techniques
Create mentoring programs & succession plans for agents, supervisors, managers
Dial & Campaign Strategy
Liaise and travel to various sites to communicate and establish strategies and brand
Ensure standard training and mentoring support for supervisors and trainers
Develop and present reports, analysis, and executive summaries for distribution to executive leadership team
Insure that service and quality standards are met, including client performance guarantees
Make recommendations for research and reports for labor laws, HR and recruiting
Strategically manage employee relations & communications in high-pressure, 24/7 environment Constant analysis to drive productivity and efficiency by monitoring call center processes and industry trends to ensure the company is utilizing optimal processes and technology
United Parcel Service (UPS)
Corporate Sales Executive New York, NY 05/02 - 01/06
Managed client database, retention and development of new business;
Assessed and evaluated client needs for operations efficiency and cost effectiveness;
Educated clients on available technologies for tracking, billing, organization, etc.;
Fostered trust and respect to align with clients’ needs.
Liaised with project team: SME’s, Editors, designers, developers for new courses; • Assessed curriculum and content to ensure standards and maintain compliance;
Facilitated team reviews, project timelines and communication plans;
Trained staff on Adult Learning Theory; Reviewed content for design methodology, learning style and theory effectiveness;
MS Office Suite, SharePoint, LMS, LCMS, Snag It, Captivate, Adobe, Flash, etc.
EDUCATION & PERSONAL ACHIEVEMENTS
Southern Connecticut State University, New Haven, CT
Bachelor of Science - Corporate Communication/Business
Captain / MVP College Baseball 1992/1993
Professional Baseball 1995
United Parcel Service (UPS) Top revenue producer, 2005
American Management Association
“7 Habits of Highly Effective People for Managers”
References available upon request.