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Sales, Operations, and Call Center Management

Location:
San Mateo, CA, 94030
Posted:
August 14, 2012

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Resume:

Thomas Tyler Benowitz

** ***** ******** • Millbrae, CA 94030

858-***-**** • c1o1qj@r.postjobfree.com

• Accomplished sales leader with solid track record of driving revenue growth, market expansions and employee productivity improvements.

• Experienced in high volume, rapidly changing business environments requiring creative solutions, sound judgment and strong decision making abilities.

• Reputable for leading high-performance sales and call centers and respected for personal commitment, integrity, judgment, and collaborative efforts.

Sales Management • Call Center Operations • Business Development • New Market Expansion

Sales Force Development • Forecasting & Budgeting • Client Relations • Project Management

PROFESSIONAL EXPERIENCE

ALX Global LLC San Diego, CA

Director, Operations March 2010-October 2011

ALX Global is a multi-million dollar e-commerce business that operates three national replacement battery brands catering to individual consumers and large organizations.

• Developed and implemented strategic plan to bring all outsourced sales and operations in-house within 3 months, including call center activities, warehouse operations, product fulfillment and new systems integration.

• Drove 70% decrease in customer complaints. Developed procedures and best practices for both customer service and warehouse to optimize customer experience.

• Launched Corporate Purchase Program resulting in $130,000 in new sales within first year.

• Managed all business relationships, including our over-flow call center, shipping providers, and vendors.

• Hired, trained, coach, and mentor all customer service representatives and warehouse employees.

• Set-up structures for internal phone queues, over-flow call center, and back-end transactional system.

• Identify, trouble-shoot, and creatively resolve all issues associated with new system launches to maintain daily operations.

• Run day-to-day business operations and continuously capitalize on areas for improvement.

First Advantage Member Services San Diego, CA

Consultant, Sales and Operations Optimization June 2009-October 2009

First Advantage Membership Services offers credit monitoring, credit reports and credit scores for consumers, as well as solutions for customer retention and membership-based products, to financial institutions.

• Grew customer up-sell rate by 300%. Created and implemented call center strategies to support the retention and up-sale of Chase Bank identity theft products including Chase Fraud Detector and Chase ID Protection.

• Identified areas of improvement in call center workflow processes and developed customized programs resulting in incremental revenue and agent retention.

• Worked cross-departmentally with Call Center Training, Quality Management, Telephony, and Online teams to optimize communication and maximize productivity.

• Increase account retention rate by 114%. Wrote and implemented new sales scripts, developed training materials, and launched new coaching programs.

• Partnered with external and internal call center management teams to decrease abandon rates, increase utilization rates and productivity, and optimize skill-based queue routing for over 150 agents across 2 facilities.

AMN Healthcare San Diego, CA

Director, New Markets December 2008– March 2009

AMN Healthcare, the nation’s largest healthcare staffing company, is a publicly traded company with more than $1.2 billion in annual revenue.

• Appointed to spearhead the launch of 2 corporate-wide product lines resulting in revenue gain of $8.1M. (129% to goal)

• Directed Quick-to-Market process for coordinating the feasibility study, implementation, communication, and on-going management of new products aimed at incremental revenue. (90 days from concept to reality)

• Collaborated with marketing in the on-going development of all sales material, messaging efforts, and lead generation.

• Partnered with marketing to diversify new business revenue streams through the testing of multi-channel marketing campaigns and advertising strategies.

• Realigned internal sales operations by working cross-departmentally with executive stakeholders to develop and implement three sales models that optimized revenue opportunities for new and existing accounts.

• Developed and incorporated key performance indicators and metrics for the teams.

• Set and managed sales targets, developed sales and operational metrics, coordinated responses to RFPs, evaluated market/competitor risks and threats, prepared/presented client proposals, and led the successful on-boarding of all new clients.

• Hired, trained, and developed 3 new markets sales professionals from the ground up, through individual development plans, on-going training, coaching engagements, management of key performance indicators and performance reviews.

• Created weekly sales dashboards with analysis for senior executive team reporting on key performance indicators metrics surrounding Sales, Marketing, Operational, and Pipeline activities.

• Communicated corporate objectives, industry changes, compliance standards and regulations at weekly sales meetings.

AMN Healthcare San Diego, CA

Director, Account Management November 2007– December 2008

• Oversaw client acquisition, product diversification, reactivation and account retention programs that generated in excess of $250M in annual revenue. (Increased market share during a down market)

• Successfully led strategic and complex national account turn-around resulting in improved internal process efficiencies, reducing the cost of acquisition by 10%, revenue preservation of $1.1 million, redesigned and implemented proactive sales process, growing the account to a potential of $5.8M annually.

• Responsible for targeting, developing and growing government nurse staffing business that resulted in an increase of $5M in revenue growth for 2008. (141% growth year over year)

• Hired, trained, and developed 12 account managers through individual development plans, on-going training, coaching engagements, management of key performance indicators and performance reviews. (Increased sales activities by 10%)

• Created weekly sales dashboards with analysis for senior executive team reporting on key performance indicators metrics surrounding Sales, Operational, and Pipeline activities. (Presented to Senior Leadership team when necessary.)

• Communicated corporate objectives, industry changes, compliance standards and regulations at weekly sales meetings.

• Nominated for AMN Values in Practice Awards for Passion.

GOAL FINANCIAL, LLC San Diego, CA

Senior Sales Manager March 2003 – October 2007

Since 2001, Goal Financial has originated over $8.2 billion in education loans and helped over 240,000 graduate and undergraduate students and families manage their debt through Federal and Private Programs.

• Supervised and led 5 Sales Managers and 100+ sales agents at an inbound/outbound call center that generated over $8 billion in new student loan holdings over a 6 year period. (Managed to a minimum of 105% to goal)

• Worked closely with CEO, SVP, VP, and Directors to gain agreement on sales strategies and tactics to achieve annual goals.

• Reported on daily and weekly sales metrics used in volume forecasting and presented to Senior Executives when necessary.

• Hired, coached, and developed sales team to ensure performance metrics were met.

• Trained sales force on product launches, including credit based private loans and federal financial aid programs.

• Appointed key stakeholder by the business to assist PMO, IT, as well BI in the development of business requirements for the migration to an enterprise wide Microsoft CRM platform. (Increased efficiencies by 25%)

• Worked directly with General Counsel, VP of Risk Management, and cross-functional teams to ensure compliance with HEA, FTC, CAN-SPAM, and FCRA guidelines.

• Communicated corporate objectives, industry changes, compliance standards and regulations at semi-weekly sales meetings.

PACIFIC WASTE SERVICES San Diego, CA

Territory Manager April 2002 – March 2003

FISI-MADISON FINANCIAL San Diego, CA

Account Executive February 2001-November 2001

JOHN H. HARLAND COMPANY San Diego, CA

Sales Executive October 1999-February 2001

PRINCIPAL FINANCIAL GROUP Portland, OR

Financial Planning & Insurance Sales November 1996 – October 1999

EDUCATION

UNIVERSITY OF OREGON Eugene, Oregon

Bachelor of Science-Psychology March 1995

Minor in Business



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