Sales Manager

Nicholas A. Wilson

513-***-**** adhk2m@r.postjobfree.com Florence, KY

Sales and Service Executive

Product Sales Customer Interactions Call Center & Store Operations An exceptional and intuitive Executive Leader with more than 16 years of experience developing and implementing strategic plans to effectively increase sales and revenue potential, enhance closing percentages with prospective clients, and identify opportunities to penetrate new markets.

Highly skilled in assessing current processes and environments and designing solutions that enhance efficiency, increase productivity, and overhaul underperforming processes.

An experienced and results-oriented leader and mentor, with notable expertise guiding cross-functional teams in properly executing business plans to achieve business goals and objectives.

PROFESSIONAL EXPERIENCE

Charter Communications Florence KY

Senior Director of Residential Outbound Telesales,

8/2019 – Present Site Leader for 400+ sales and operations employees for Residential Telesales Organization.

Overseeing the development of product sales strategies designed to generate and increase revenue in order to meet subscriber, financial, and operational objectives are achieved. Interprets business strategy and develops organizational objectives to align.

Developed organizational goals and objectives according to forecasts, performance metrics, and future targets.

Develop hiring plan to quickly grow site from 100+ to over 300+ sales agents in less than a quarter while lower attrition and improving hiring practice.

Managed all aspects of planning, tracking, analysis, quarterly and annual reporting, and revenue recognition leveraging sound business acumen and industry best practices.

Charter Communica6ons Greenville SC

Director of Sales Support, 11/2016 – 8/2019

Led 200+ internal employees and 500+ outsourcers at various sites for Legacy Charter Residential Sales Support.

Collaborate with Call Center Senior Leadership, Retail, Direct Sales, and other departments to implement improvements in order completion rates and outbound dialer recovery. Ensure first call resolution for all non-subscriber or informational calls to ensure sales representative availability for new and extended business opportunities.

Established and managed several backend processes in conjunction with business leaders, program managers, analysts, business units, programmers, and trainers, to ensure customer satisfaction and retention from sale to order completion.

Developed organizational goals and objectives according to forecasts, performance metrics, and future targets.

Managed all aspects of planning, tracking, analysis, quarterly and annual reporting, and revenue recognition leveraging sound business acumen and industry best practices.

Comcast Corporation Baltimore MD

Senior Director of Product Sales, 7/2013 – 11/2016

Oversaw operations in Residential Sales, directing more than 550 employees and 2M+ subscribers in Washington D.C., Delaware, Maryland, Virginia, and West Virginia.

Developed and executed strategic plans to establish the sales culture for Inbound Sales COE and Comcast Service Centers. Encouraged top-performing teams to exceed sales goals and business objectives, while maintaining customer satisfaction and retention, and ensuring available products and services align with customer expectations.

Provided strategic oversight for the initiatives to transition from Comcast Payment Centers to Comcast Service Centers.

Designed and implemented strategies and techniques to improve call center performance. Coordinated efforts with department managers to enhance order fulfillment efficiency and quality, while simultaneously exceeding P&L targets.

Analyzed monthly forecasts and monitored weekly, monthly, quarterly, and annuals sales results, to ensure performance metrics align with expectations.

Time Warner Cable – Southwest Ohio 2004 – 2013

Director of Customer Operations, 2/2011 – 7/2013

Developed and executed strategic plans for managing more than 650 employees in Sales, Customer Care, and Technical Support, providing exceptional customer services for over 800k subscriber cable systems operating in multiple markets in Indiana, Kentucky, Southwest Ohio, and West Virginia.

Consistently reviewed and documented statistical data, call center activity, and daily/weekly call volume and response times, and developed processes to ensure compliance with telephone response Time goals for over 3M call per year.

Exceeded call center monthly operating metrics while maintaining budgeted expense parameters.

Secured a 17% increase in Customer Satisfaction ratings, selng both divisional and regional records.

Grew close rates by 16% and increased RGUs while managing a 51% decrease in call volume.

Senior Manager of Retail, 7/2007 – 2/2011

Controlled three functional areas including Mall Stores, Care Centers, and Retail Relationships, and directed 105 full-time employees.

Provided management oversight for the department while managing cash and equipment assets. The Retail department led the division and region in new customer attainment, ARPU, and Bundle Sell-in %, and maintained the top ranking in 3rd-party retail partnership sales and selected for pilot stores.

Meritoriously promoted from Supervisor to Sales Manager to Senior Manager in less than two years

Governed P&L Accountability for 2 individual budgets totaling $7.9M.

Secured a 27% growth in sales conversions for RGU and Transactions.

Managed third-party retail partnerships, including six Best Buy Stores and 18 area Verizon Wireless stores effectively selling Time Warner Cable (TWC) products.

Designed and implemented a performance plan to increase sales and revenue for each location.

Assisted in design of stores, worked in conjunction with government affairs for franchise agreements, planned staffing, and marketing of store openings

Customer Operations Supervisor, 6/2006 – 7/2007

Call Center Supervisor functioned as acting sales trainer for more than 200 associates. Established and managed the employee recognition program for the department, which increased employee morale and performance metrics.

Effectively coached 23 underperforming CCA’s from last place to third place in less than three months, by providing individualized training and techniques for handling first interactions, negotiating terms, and closing the deal.

Residential Account Coordinator, 1/2004 – 6/2006

Field Sales and Installation specialist that provided product demonstrations, in home entertainment set up, and product sales.

Consistently exceeded sales goals and targets, while maintaining high quality service and compliance with industry standards.

Expertly presented products and services to prospective clients increasing market penetration and new business opportunities.

Military and Education

United States Marine Corps -

Non Commission Officer in Reserve Radio Communication Company 1998-2002

University of Cincinnati -

Coursework in Business Administration with Marketing Major

Sinclair Community College, Dayton OH

Coursework in Business Administration

Skills:

Consultative Sales

Territory Penetration Management

Sales Prospecting & Forecasting

Strategic Planning & Analysis

Customer Relationship Management

Dialer Strategy and Optimization

Sales Engagement Plans

Marketing Strategy Management

New Business Development

Sales Strategy Planning

Call Center Operations

Outsourcer and 3rd Party Labor

Recruitment, Training, & Leadership

P&L Accountability

Sales Management

Outside Sales Leadership

Regional Retail Store Management

Go-to-Market Strategies

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