Sales manager, Sales Coach and Mentor
Resume:
**** *. ********* **. ******, AZ *****
****.********@*****.***
Ryan C. Penney
Objective
A proven sales and service leader of 22 years with efficient and tactful professional skills. Seeking to secure a responsible career opportunity where I can fully utilize my training, human resource and leadership skills, while making a significant contribution to the culture and success of the team.
Proficiencies
CRM: SalesForce, Zoho, HubSpot
Phone systems: Avaya, Cisco, Vonage, RingCentral, IVR management
Dialers: FiVe9, Vici, NICE
Experience
February 2019 - Current Desert Financial Phoenix, AZ
Director of Sales and Service
Manage a team of 100+ inbound sales and service agents.
Manage, coach, and train Sales managers and reps.
Created a mentorship program to build leadership bench strength for future growth.
Developed and implemented a QA process based on customer feedback, which reduced customer complaints by 15%.
Partnered with the training team to create and implement a new sales call flow, including new coaching methods and guidelines.
Created and implemented weekly sales training for agents and managers.
Cross trained leaders in other departments due to market and business need.
Partnered with HR to manage performance and behavioral issues.
January 2016 - December 2018 Direct Energy Phoenix, AZ
Sales Manager Direct Energy Residential, Small business and Retention.
Increased gross conversion month over month, breaking gross conversion
records, for the residential and small business acquisitions departments.
Managed and developed both Inbound and Outbound sales teams for multiple lines of business including the retention and “winback” teams.
The retention team was able to reduce cancellations by over 50%.
Developed and coached agents, as well as other Sales Managers, from multiple departments.
Provided one on one career guidance for sales representatives and managers.
Improved team performance by live monitoring and coaching, creating a winning environment!
Managed and trained other BPO centers during call center transitions. Including hiring and training supervisors and agents.
October 2014 – November 2015 Arizona Solar Solutions Phoenix, AZ
Director of Sales
Reported directly to the executive team, while leading a team of 3 sales managers and 35+ sales agents.
Established and built an inside sales team of 10 sales agents as well as an outside sales team of 15 sales agents.
Created an appointment setting team to handle increased sales volume. Depending on business need, this varied between 5-15 agents.
Developed and launched all sales and policy training for agents and management teams.
Created compensation plans to cover budget requirements while managing monthly P&L.
Managed marketing efforts to increase lead volume by building relationships with vendors and marketing team.
Created a referral program to increase self generated sales volume. This was done by incentivizing the customer and agents along with referral contests.
February 2013 – September 2014 Verengo Solar Chandler, AZ
Director of Sales
Provided one on one career guidance for sales representatives and other managers from multiple departments.
Continued to meet and exceed sales expectations while increasing revenue objectives quarter over quarter.
Implemented floor wide training for sales representatives that were not meeting the minimum expectations. This was able to increase performance in multiple departments very quickly.
Increased team performance by live monitoring, coaching and performance management.
Partnered with recruiting to hire and train other management staff as well as sales representatives.
Oversaw Inside and Outside Sales teams
November 2009 – February 2013 The Art Institute of Pittsburgh Online Tempe, AZ
Director of Admissions
Reported directly to the VP of admissions.
Continued to meet and exceed start goals while maintaining student persistence goals as well.
Partnered with the financial aid team to increase first session revenue goals.
Developed the first all Military team to focus on students who were using Military benefits to ensure our students knew what benefits were available and how to use them correctly.
Held additional training sessions and coaching for other teams that were unable to meet goals. This included other departments and management teams.
April 2007- September 2009 Key Mortgage Phoenix, AZ
Sales Manager
Managed a team of 20 loan officers that closed loans 100% over the phone.
Exceeded revenue goals month over month averaging $450,000 per month.
Developed training that was used companywide to ensure increased revenue.
October 2001- April 2007 Bally Total Fitness Phoenix, AZ
General Manager
Managed a budget and quota for 3 different departments with 40+ employees.
1.Membership Sales.
2.Personal Training
3.Pro Shop
Promoted to sales manager 6 months after being hired due to performance and leadership ability. Promoted to General Manager after 12 months.
Provided service, sales and leadership training for all 3 departments.
Consistently exceeded goals month over month in all departments
I was moved to multiple locations that were struggling to meet goals. I was brought in for performance management to hire and train new sales and management staff.
Education
2000: Diploma from Gateway Community High School - Phoenix, AZ
2000-2004: Phoenix College Emphasis in Sales and Marketing-Phoenix, AZ
2008: In person training in the “7 Habits of Highly Effective People”
By Stephen Covey
2009: In person training in “Blowing the Doors off Business As Usual” by Kevin Freiberg
2011: M.A.P. Executive Leadership Management Certificate.
Accomplishments
2001: Recipient of salesperson of the year award (Bally total fitness)
2002-2004: Recipient of sales manager of the year for exceeding goals and expectations on a consistent basis (Bally Total Fitness)
2005: Elite Performer recipient ranked top 5 % in the company for sales out of 28,000 salespeople across the nation. (Bally total Fitness)
2011: Outstanding Achievement for Student Success (Art Institute)
2012: Outstanding Achievement for Student Persistence and Student Satisfaction (Art Institute)
2013: Q2 and Q3 Sales manager achievement award (Verengo Solar)
2017: Circle of Excellence winner (Direct Energy)
2018: Circle of Excellence winner (Direct Energy)
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