Sales Manager

DAVID GOULARTE

**** ******** *****, ********, ******** 23225 • Phone: 804-***-**** • Email: *****.********@*****.***

Operations Manager Sales Manager Inside Sales

10+ years of Experience in Leading Sales Teams, Acquiring Clients, and Increasing Revenue

Goal-driven and accomplished Sales and Operations Manager able to deliver a wide range of innovative sales-driven initiatives and maintain professional relationships with clients for future sales. Track record of success in producing revenue-generating results and revenue growth; achieved over $25 million in annual revenue, and managed teams of up to 300 personnel. Well-versed in the telecommunications, financial services and high-tech industries ranging from small business to Fortune 500 companies. Specialize in inside sales in call centers and/or branches.

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KEY STRENGTHS

SALES CLIENT RELATIONS OPERATIONS MANAGEMENT

• Revenue Growth • Relationship Management • Quality Assurance • Training & Development

• Inbound & Outbound Sales • Acquisition & Retention • Staffing Projections • Sales Team Leadership

• Innovative Strategies • Analyzing Client Growth • Process Improvements • Coaching & Mentoring

• Target Achievement • Effective Communication • Human Resources • Account Management

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PROFESSIONAL EXPERIENCE & SELECTED ACHIEVEMENTS

Operations/Sales Manager September 2011 – Present

TLK Group LLC, Richmond, Virginia

Manage a staff of almost 250 employees including representatives, supervisors, support staff and managers, across five departments (inbound sales, outbound sales, quality assurance, training, and order entry)

Developed and implemented the sales training manual; trained a majority of the sales representatives and also initiated a train-the-trainer program to allow supervisors to conduct training sessions as well

Encouraged the customer conversation sales model to engage customers to assess their needs instead of simply taking orders based on their wants

Achieved #1 in quality and maintained a continuous focus on expansion of the quality department by adding a 40% expansion

Increased outbound revenue by more than 100% by streamlining the sales performance and acquiring additional business from large clients

Increased inbound revenue by 120% by eliminated inefficiencies in the dialer system and doubling the inbound call volume

Established daily, weekly and monthly sales objectives, and redesigned the pay plans for bound inbound and outbound sales representatives; created an incentive compensation program to provide higher rewards for representatives who achieve higher sales while maintaining no additional costs to the company

Completed all staffing projections and coordinated all daily operations and activities in the inbound and outbound sales departments

Conducted performance management of all employees to set short and long-term career goals

Inside Sales Manager May 2010 – June 2011

Briefings Media Group, Richmond, Virginia

Managed 3 separate inside sales departments for a publishing company

Increased paid sales in the first 60 days with the company by revamping the sales model from a “try it first” to a “buy it first” focus, and offered a 30-day return policy to customers; income doubled immediately

Decreased return rates from over 60% to under 30% within 90 days and cut sales staff by 10% to reduce costs

Instituted a daily and monthly statistical analysis program to track Key Performance Indicators (KPIs) and other metrics; assisted in projecting revenue growth, staffing projections, and overall sales

Managed the editorial function of a product line to reduce costs associated with the editorial department; improved the quality of the product which also decreased the number of product returns

DAVID GOULARTE

Page 2 • Phone: 804-***-**** • Email: *****.********@*****.***

PROFESSIONAL EXPERIENCE & SELECTED ACHIEVEMENTS CONT’D

Operations/Sales Manager February 2009 – April 2010

TLK Group LLC, Richmond, Virginia

Integral role in the startup operations of this site; grew the site from 10 representatives and 1 client to 80 representatives and 4 clients

Developed all of the new-hire training programs and conducted the training sessions

Participated in a client initiated script writing lab for outbound sales agents; developed a script to rollout across the country to all vendors and received positive feedback on the success of the sales script

Sales Supervisor June 2007 – August 2008

Venturi/Martin Call Center, Richmond, Virginia

Managed a staff of 30 sales representatives within a new inbound sales project for a client; created the inbound sales program and updated the client on the progress and overall results

Senior Sales Representative November 2005 – May 2007

Liberty Mutual, Richmond, Virginia

Transferred from the Phoenix call center to the local office in Richmond, Virginia to create and execute an outbound sales project; grew the department from 2 representatives to 35

Acquired clients and conducted sales for the company for property, casualty and life insurance sales

Sales Supervisor/Manager January 2004 – October 2005

AIG Marketing, Phoenix, Arizona

Worked alongside 3 additional supervisors to grow the inbound direct sales call center, and doubled the size within 90 days

Department Manager August 2000 – December 2003

Take Charge America, Phoenix, Arizona

Integral role in the growth of the call center from 50 sales agents to over 350 representatives including 6 supervisors and 75 account managers

Created a CRM system and redesigned the quality standards for customer service

Participated in the ISO9000 Certification and acted as one of the internal auditors

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EDUCATION & PROFESSIONAL DEVELOPMENT

Master of Business Administration, Grand Canyon University, Phoenix, Arizona, 2011

Juris Doctorate, University of Northern California, Sacramento, California, 1999

Bachelor of Arts in Philosophy, Westminster College, Salt Lake City, Utah, 1987

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