• Develop business relationships in the Northeast territory composed of 43 licensed and bonded contractors for complex installations.• Negotiate and manage vendor contracts.• Provide proactive strategic planning based on business direction and growth.• Report out and review weekly customer feedback and metric performance results.• Identify performance trends to ensure customer service standards are being met.• Lead weekly district conference calls, involving contractors and field leadership, to ensure effective communication and align on performance objectives.• Generate leads, review, and update coverage areas based on business needs and sales trends.• Own and resolve executive escalations received directly from the CEO. Providing timely updates, from root cause analysis through full case resolution, to our CEO and stakeholders.

• Responsible for contractor recruitment, on-boarding, process training and compliance for the nation.• Forecasted national plans and prepared monthly performance reports, explaining variances.• Process and quality control vendor user agreement/contracts.• Analyzed contractor coverage data, market strength, historical sales data, and contractor trends to implement corrective action.

• Proactively coached and developed associates to unleash their full potential in delivering exceptional customer service.• Actively managed incoming calls in multiple queues, ensuring service levels were met.• Performed quality audits and provided immediate feedback to associates to improve quality of service.• Provided detailed weekly and monthly performance reports and updates to senior management.• Assessed weekly call volume trends and adjusted associate schedules to ensure business needs were met.• Secured numerous team recognitions. Ex: Team record abandonment rate performance of 5%

• Processed all new contracts for Sub Contractors being hired • Answered all incoming calls and emails received• Assisted Management with Special projects as needed• Assist companies with processing background checks and ensuring insurance policies met business requirements • Set up company dispatch profiles correctly in two different platforms

• Searched for companies using online search engines• Cold call companies for an interest in working with Sears• Sent out contracts to interested companies and assisted with the completion • Negotiated pay rates and zip code coverage area.