Sales Manager
Resume:
Nancy Janel Carbone
**** ******* **, *** ******* TX, 78253
*************@*********.***
Sr Call Center Director of Inbound and Outbound Sales Expert in Process Redesign Performance & Productivity Improvement Result-driven management executive with over 20 years experience in training, development and project management, including intensive experience in high call volume sites (over 450 seats) in sales, care, retention, and collections. Highly experienced as internal consultant in analyzing existing opera- tions and implementing the strategies, processes, technologies to improve productivity and efficiency. Expert in facilitating change in a large and high-paced work force to support organizational operating financials and quality objectives and highly skilled in leading and gaining employee buy-in to achieve and exceed results. Expertise in:
Builder of customer loyalty Team Building/Staff Training/Development Change Management Business Systems Implementation
Productivity / Process Improvement Strategic Planning Inspirational leader and motivator Leader of high performing sales teams Professional Experience
Parlevel Systems from 5/26/2019 to 11/19/2019 - San Antonio, TX Director of Sales (Outbound / Inbound Business to Business Sales) Responsible for generating organizational revenue goals and managing a sales team who conducted business-to-business sales (both inbound and outbound). In charge of leading sales by generating busi- ness plans, meeting planned KPIs, coordinating business leads, developed and implemented campaigns along with business development and the marketing team. In charge of overseeing the sales team and managing the day to day activities and expectations to achieve quality, productivity, and sales goals. Turned around sub-standard team performance, and exceeding performance
- Improved yield for New Customers from 10% to 40%
- Introduced Outbound calling software tools
- Enhanced Sales Training Module and Industry Training
- Launched new sales team scorecard including Quality, Productivity and Sales Metrics
- Introduced coaching, employee development, and training programs
- Introduced automation of processes for order entry of sales and billing Spectrum (Charter Communications) - (Formerly Time Warner Cable) from 10/01 to 04/18 Senior Inbound Sales Director for 2 call centers in the LA Market, CA - 07/2014 - 04/2018 In charge of strategic planning, development, staffing, management and financial performance of two Inbound Sales sites in the LA market generating over $1.5 million in core sales monthly Managed and coordinated action plans for daily operations, established work priorities and ensured customer inquires were handled effectively while meeting cost, productivity and quality goals. Directed project management efforts cross functionally to support Executive - level efforts related to KPIs, Self Installs, code automation, etc. Fully in charge of overseeing all site-level Operational Strategies includ- ing - Work Force, ER/HR matters, Training, Recruiting, and site leaders. Orchestrated turnaround of sub-standard site performance, achieving or exceeding all key measurement parameters:
- Improved sales Yield and Revenue by over 7% year over year
- Achieved and exceeded aggressive sales goals MoM
- Achieved MoM call volume handled expectations at 100%+
- Met and exceeded budget expectations - analyzed and controlled expenses Spectrum (Charter) Cont’d
- Exceeded and improved employee attrition goal between 5%-7% year over year
- Orchestrated the expansion of one site (additional 30 seats) and converted Retention agents (100 agents) to Inbound Sales
• Implemented employee recognition programs improving staff and sale performance
• Developed and implemented sales training modules, QA processes, etc., in both English and Spanish to enhance sales and customer excellence.
• Developed and implemented process and/or operational improvements to enhance effi- ciency and effectiveness of operations
• Championed the Enterprise Easy Connect project yielding over 3% growth in self installs for the enterprise MoM
Time Warner Cable Now Spectrum (Charter)
Manager, Retention (250 seats) - Culver City 03/2012 to 07/2014
• In charge of managing a Retention team ( 7 supervisors) in a fast pace - high call volume
- Improved MRR from $10.87 to $8.90
- Achieved 98.5% on PSU Retained %
- Culver City Retention became amongst the top site with the lowest average PSU’s lost per call
• Effectively communicated and provided feedback to the Executive level leadership the need of en- hancing new marketing campaigns to retain and increase the customer base
• Developed floor and help desk support to assist agents with real time customer escalations Manager Customer Care and Collections (450 seats) 08/2009 - 03/2012 In charge of managing a team of 7 supervisors (over 120 agents) handling high call volume care calls - billing, technical issues and collections for the LA Market
- Improved CSAT scores from 70% to 90%+
- Increased Care - sales conversion rate from 2% to 5%
- Advocate of improving Service Level from 70% to 90%
- Improved Collection rate from 70%-90%+
- Improved In Bound Collections - Dollars Collected from 900K -2.5M
• Designed and implemented a Help Desk and comprehensive floor support to provide agent assistance and handle customer escalations real time
Time Warner Cable cont’d
Outsource Manager (domestic and overseas) 2007-2009 Manager Retention and Inbound Sales (250 seats) 2005-2007 Manager of Customer Service (250 seats) 2002-2005
Dispatch Supervisor 2001-2002
Education
Master in Organizational Management Project Management Certificate University of Phoenix - 2001 University of Irvine
Bachelor in International Business Marketing Certificate Cal-State Fullerton - 1993 University of Irvine
Bachelor in Spanish Linguistics ICMI Courses for People Focus in French and Italian courses Management, Scorecard Cal-State Fullerton - 1993 Performance, and Productivity
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