Call Center Inside Sales

Annapolis, MD **************@*****.*** 410-***-**** linkedin.com/in/andrewkreitzer

Andrew Kreitzer

Sales & Call Center Leader Revenue Growth Strategic Leadership Results-driven sales and call center executive with 18+ years of experience driving revenue growth, optimizing customer engagement, and leading high-performing teams. Expertise in inside sales strategy, CRM optimization, operational efficiency, and cross-functional collaboration. Adept at leveraging data-driven insights to enhance conversion rates, maximize productivity, and scale sales operations. Tech Stack

Microsoft Dynamics, Five9, EvolveIP, Salesforce, PowerBI Professional Experience

FEB 2018 -

PRESENT

WINDOW NATION

DIRECTOR, CALL CENTERS (JULY 2022 - PRESENT)

Develop and execute strategic inbound/outbound initiatives to drive revenue growth, improve customer acquisition, and convert expression of intent into increasing sales.

Managed rapid growth, scaling team size from 17 to 100+ agents while increasing revenue from $100M to $500M

Lead a team of 100+ inside sales agents, 3 managers, and 10 team leads to exceed sales benchmarks in an inbound/outbound environment.

PPL marketing cost negotiation and management

Oversee expansion of team/systems/processes to accommodate 23% average YOY growth

Collaborate with Marketing, Finance, and Operations to align sales forecasts with business objectives

Lead workforce planning, training, and development programs to scale high-performing teams and improve retention

Ground-up development of remote call center team

Introduction of call quality monitoring

Created central content hub and foundational structure for team meetings/read outs

Author objections and enhance scripts as needed

REGIONAL DIRECTOR, CALL CENTER (APRIL 2021 - JUNE 2022)

Coordinate Vendor Management

Recruit and Staff all levels of the call center

Develop, Conduct, and Lead Leadership Training

Manage the Training and Onboarding Process of New Hires Regularly

Coordinate with the Marketing Team to Ensure Data Quality Analyze

Queue Conversion to Optimize Results

Andrew Kreitzer, pg 2

MANAGER, CALL CENTER (FEBRUARY 2018 - MARCH 2021)

Analyze campaigns and manage workforce levels based on campaign production

Conduct Daily Coaching

Lead Team through Accountability Management

Implement Lead Goal Strategy

Develop Call Scripts and Performance Metrics

Conduct Weekly Data Scrubs

Vendor Management and Provisioning of Tech Equipment 2017- 2018 POS UPGRADES

IMPLEMENTATION LEAD (CONTRACTOR)

Implement point-of-sale software for large-scale event venues and provide on-site support for event staff during software transition throughout live events. 2016- 2017 PRECISION TORQUE CONVERTERS

SALES OPERATIONS MANAGER

Managed vendor accounts, fleet and driver logistics, and customer retention for local, Maryland-based torque converter reseller. Position required sales and outreach over both phone and in-person through both cold-calling and cultivation of existing accounts. FEB 2005 - VERIZON

Dec 2015 CALL CENTER SUPERVISOR, CONSUMER MASS BUSINESS (OCT 2014 - DEC 2015) Managed 16 unionized agents to drive costs out of the business through efficient troubleshooting of copper, voice, and data services.

Reduced Unproductive Dispatches by 12%

Performance at 105% of scorecard attainment

Increased department revenue from 2014 to 2015 by 274% SUPERVISOR, CUSTOMER SUPPORT - WIRELESS (JAN 2014 - SEPT 2014) Managed a 12-person technical support team that rotates every 6 months. Coached and trained the team to troubleshoot both foreign and domestic data and voice issues. SUPERVISOR, RETENTION - WIRELESS (JUNE 2013 - DEC 2013) Managed a pro-team of highly trained and tenured employees with a specific focus on customer retention in a volatile and competitive marketplace. Specifically coached agents on how to leverage network reliability over competitive cost offerings. SUPERVISOR, CUSTOMER SERVICE - WIRELESS (MAR 2009 - JUNE 2013) Coach recent hires to understand key performance indicators and effectively review Andrew Kreitzer, pg 3

accounts and find hidden value.

UNIVERSAL COORDINATOR - WIRELESS (JUNE 2006 - MAR 2009) Assist international travelers with data and voice service, train and develop new hires in technical support, and handle domestic troubleshooting inbound calls. CUSTOMER SERVICE REPRESENTATIVE- WIRELESS (FEB 2005 - JUNE 2006) Assist customers with invoicing concerns, receive inbound calls and facilitate account management, complete Tier 1 troubleshooting.

EDUCATION

2011 – 2013 BACHELOR OF SCIENCE, BUSINESS

BELLEVUE UNIVERSITY

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