Sales Operations Revenue Growth
Resume:
Leah Romuld
Sales Operations Executive Revenue Growth
Architect Transformative Leader in Customer
Experience & Process Optimization
**********@*****.***
linkedin.com/in/leahromuld/
Denver, Colorado
EXECUTIVE SUMMARY
Strategic executive with a proven record of driving multi-million-dollar revenue growth and operational excellence across sales operations, customer experience, and process optimization. Known for achieving outstanding results, including a $78M revenue increase, a 51% rise in Net Promoter Scores, and a 30% reduction in operational costs by streamlining processes and aligning sales strategies with core business goals. Recognized as a transformative leader skilled in building high-performing, engaged teams, evidenced by a 100% NPS from direct reports and exceptional team loyalty. Expert in Six Sigma methodologies and cross- functional leadership, delivering data-driven insights and operational improvements that elevate productivity and profitability. Ready to bring strategic vision and measurable impact to growth-focused organizations aiming for sustainable advancement. SKILLS
• Revenue Operations Leadership • High-Impact Sales Strategy • Cross-Functional Team Leadership
• Go-to-Market Strategy • Multi-Channel Sales Operations • Project & Program Management
• Six Sigma Methodologies • Sales Process Automation • Digital Sales Transformation
• AI-Driven Customer Insights • Customer Lifecycle Management • Revenue Forecasting & Modeling
• Executive-Level Communication • Advanced CRM Strategy • Customer Data Monetization
• Strategic Vision & Execution • Talent Development and Mentorship • Competitive Market Analysis WORK EXPERIENCE
Director of Sales Operations
January 2019 - Present AT&T Denver, Colorado
• Strategic Sales Initiatives: Led the strategic planning and execution of sales initiatives that significantly enhanced customer satisfaction, loyalty, and revenue growth. Aligned sales strategies with business objectives to drive performance across all channels.
• Sales Enablement and Process Optimization: Implemented and streamlined reporting, training, and sales tools to improve alignment with buyer journeys, enhancing overall sales effectiveness and increasing sales teams' productivity.
• Revenue Growth and Retention: Produced record-breaking subscriber and revenue growth, contributing to over $1.5B in annual revenue while generating a $78M increase year-over-year. Developed targeted strategies to capture new revenue streams and reduce churn.
• Cross-Functional Leadership: Oversaw multiple high-impact projects, maintaining alignment and efficiency across Marketing, Sales, Operations, Legal, Finance, and Tech Development. Managed resources and deliverables to ensure seamless execution.
• Customer Business Strategies: Developed and execute comprehensive customer business strategies, contributing to significant revenue growth. Prioritize customer satisfaction, loyalty, and retention to drive long-term success. Director of Sales
June 2017 - January 2019 AT&T Denver, Colorado
• Territory and Team Leadership: Managed AT&T’s largest retail sales territory, leading a team of over 300 internal sellers, managers, and territory leaders to achieve $50M+ in annual revenue. Consistently exceeded sales targets by strengthening customer relationships and executing strategic plans.
• Sales Strategy Execution: Implemented sales strategies aligned with overarching business objectives, driving consistent performance and goal achievement across all teams.
• Sales Talent Development: Identified, mentored, and developed high-potential sales talent, contributing to long-term organizational growth and the success of AT&T’s sales division.
• Team Performance Enhancement: Instituted a performance-driven culture, implementing targeted training and development programs that resulted in a 40% improvement in sales team effectiveness and a record-breaking sales quarter. Director of Sales Operations
March 2016 - June 2017 AT&T Denver, Colorado
• Global Project and Program Management: Directed enterprise initiatives across global mobility call centers, coordinating efforts across Marketing, Sales, Operations, Legal, and Finance to enhance operational efficiency and customer satisfaction.
• Leadership Impact and Employee Engagement: Achieved an NPS score of 100% as a supervisor, with full employee engagement and willingness from direct reports to recommend, reflecting strong leadership and a collaborative team environment.
• Cross-Functional Strategy: Facilitated cross-departmental initiatives, simplifying the sales process and ensuring high-quality service standards in alignment with AT&T’s corporate goals. Director - Call Center
December 2014 - February 2016 AT&T Fayetteville, North Carolina
• Operational Excellence and Cost Efficiency: Led operations for a 400+ employee call center, achieving a 51% improvement in NPS within one year and reducing cost-per-call by 30%.
• High-Impact Service and Sales Integration: Integrated sales and service functions, transforming the call center from a cost center to a profit-generating operation, driving consistent and high-quality service delivery.
• Resource Management and Team Performance: Optimized workforce allocation to improve budget efficiency, maximize revenue, and meet monthly objectives across sales and service functions.
• Sales and Service Synergy: Fostered a culture of seamless integration between sales and service teams, driving revenue growth and ensuring a consistent customer experience across all interactions. Associate Director - RLDP (Retail Leadership Development Program) July 2013 - November 2014 AT&T Atlanta, GA
• Leadership Development and Program Expansion: Trained and mentored over 125 retail leaders to effectively manage multi- million-dollar store operations. Redesigned RLDP curriculum and launched the Retail Leadership Internship Program (RLIP) to build a robust talent pipeline.
• Program Management and Curriculum Improvement: Coordinated with Learning Services and training consultants to refine curriculum, ensuring alignment with AT&T’s organizational goals and leadership standards.
• Participant Support and Growth: Provided coaching and mentorship to RLDP graduates, shaping their skills and facilitating a smooth transition into permanent roles, contributing to a 30% improvement in new leader assimilation. Associate Director of Sales Operations
February 2013 - June 2013 AT&T Atlanta, GA
• Policy and Procedure Development: Developed and implemented sales policies and procedures to align with business objectives, ensuring clarity and consistency in communications for a 20,000-member sales team.
• Sales Program Implementation: Collaborated with carriers and vendors to ensure smooth rollouts of sales programs across various channels, driving effective communication and high program adoption.
• Corporate Communications Quality Control: Conducted quality assurance for communications within Retail Sales, Call Centers, and Operations, enhancing message clarity and alignment with AT&T’s strategic objectives. Area Retail Sales Manager
May 2011 - February 2013
• Regional Sales Growth and Multi-Store Leadership: Led multiple retail locations, consistently exceeding sales targets across wireless products and services. Developed Store Managers’ leadership skills, driving a high-performance culture and adherence to company standards.
• Operational Excellence: Supported Retail Store Managers in operational management and compliance, aligning performance with corporate initiatives and enhancing regional sales impact. Retail Sales Manager
June 2009 - April 2011 AT&T Greater Minneapolis-St. Paul Area
• Store Operations and Revenue Achievement: Directed store operations, consistently surpassing sales and profitability targets. Focused on maintaining high customer satisfaction through effective service management.
• Inventory and Financial Management: Managed inventory levels, financial accuracy, and operational efficiency through rigorous processes, ensuring seamless store performance.
Retail Leadership Development Program (RLDP)
June 2009 - January 2010 AT&T Atlanta, Georgia
• Leadership Training and Fast-Track Development: Completed an accelerated program for high-potential graduates, focusing on foundational skills in retail management, customer service, and operational excellence.
• Hands-On Training and Strategic Development: Developed practical skills through on-the-job training and classroom sessions, establishing a strong foundation for leadership roles within AT&T. Retail Sales Consultant
December 2007 - June 2009 AT&T Greater Minneapolis-St. Paul Area
• Sales Performance and Customer Service Excellence: Consistently met or exceeded sales goals by providing tailored solutions for customers’ wireless needs, promoting AT&T products, and ensuring exceptional customer service.
• Product Knowledge and Market Insights: Maintained comprehensive knowledge of products, services, and promotions, providing valuable market insights that informed local strategy. EDUCATION
Master of Business Administration (MBA), Entrepreneurship Syracuse University, Martin J. Whitman School of Management 2013 – 2017
Bachelor of Science in Marketing
Bachelor of Science in Human Resource Development
Minor in Management
University of Minnesota
2006 – 2009
Six Sigma Green Belt
Six Sigma Yellow Belt
Six Sigma White Belt
Influencing the Decision Maker with Sales Champions AWARDS AND RECOGNITION
• 3x AT&T Summit Winner: Recognized as one of the top 1% performers company-wide for three consecutive years.
• AT&T Service Excellence Award Winner: Honored for outstanding service delivery and commitment to excellence.
• AT&T Management Development Program Advisor: Selected as an advisor to mentor and support the next generation of AT&T leaders.
• Board Member, AT&T Women of the West: Contributed to empowering women leaders and promoting diversity initiatives.
• International College Studies: Completed academic programs in Spain and Ireland, enhancing global perspective and cultural competency.
COMMUNITY LEADERSHIP & INVOLVEMENT
• Women of AT&T: Active member of this Employee Resource Group, supporting gender diversity and women’s leadership initiatives.
• LEAGUE (Employee Resource Group): Engaged in community efforts promoting inclusivity and diversity within AT&T.
• Employee Giving Campaign Lead: Led charitable initiatives, promoting employee engagement in community philanthropy at AT&T.
• Habitat for Humanity Leader & Volunteer: Organized and participated in build projects, contributing to community housing development.
• Youth Mentorship & Sports Coaching:
• i9 Sports Volunteer & Coach: Mentored and coached children in youth sports, promoting teamwork and personal growth.
• Junior Achievement Lead and Job Shadow Mentor: Provided guidance and real-world insights to young students through mentoring and job shadowing.
• Aspire Mentoring Academy Volunteer: Served as an offsite mentor, offering career guidance and support to aspiring young professionals.
CERTIFICATION
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