Tony Roberts Email & Phone Number

Lehi, Ut, Us

Led strategic initiatives to drive sales, retention, and collections, transforming a seasonal program into a thriving year-round business. Successfully recruited and onboarded 60 staff members during peak seasons.Directed inbound calls and customer support, meticulously ensuring that Key Performance Indicators (KPIs) were consistently met to achieve customer and company objectives.Devised and executed strategies that led to substantial monthly growth in the current customer base rate. Designed and delivered training programs for the collection/recovery staff, significantly increasing their performance levels.Championed the letter process/payment plan for charge-off accounts, providing a viable solution for delinquent customers to maintain their standing with the company's services.Pioneered and implemented an inside sales program with the traditional branch model, achieving an impressive revenue surge from $0 to over $74,000 within the first 60 days in the position.Executed a highly focused collection strategy, catapulting collections from 0% to an astounding 43%+ of delinquent debt monthly.

Lehi, Utah, Us

Played a pivotal role in overseeing and optimizing collections efforts while nurturing strategic relationships with external partners. Driving record collections performance, implementing innovative strategies, and fostering effective vendor collaborations.Successfully implemented a new collection and customer loyalty strategy, driving a remarkable 14% increase in collections and an impressive $280,000 surge in monthly recoveries.Pioneered and executed a groundbreaking commission structure emphasizing achievement and accountability, leading to a substantial $15 reduction in per-account collection costs.Devised and implemented a highly effective SMS strategy for 0–30-day debt, culminating in a 3% surge in debt collection, contributing an additional $60,000 to monthly collections.Engineered a debt strategy and pay structure for past due equipment, aligning with delinquent amounts, resulting in an average payment increase of $90 per account. This initiative propelled monthly equipment collections to a staggering $405,000.Elevated 30-day save percentage by 4% through a streamlined 7-day outreach program, ensuring heightened customer satisfaction and retention.

Mclean, Va, Us

Oversaw all facets of inbound and outbound telesales and customer retention operations in Salt Lake City and Virginia, managing diverse segments, including chat, small business, multi-unit, customer base collections.Orchestrated a successful initiative resulting in a remarkable 5% increase in the 30-day retention rate sustained over the last 90 days. Achieved through persistent follow-up and proactive client outreach towards the end of contracts. Pioneered and implemented a dynamic chat strategy.Revitalized contract value per sale, elevating it by an average of $258, translating to a staggering $4.3M surge in revenue.Spearheaded a transformative approach, leading to a 25% growth in net sales conversion by streamlining operations and prioritizing critical initiatives for success.Implemented strategic measures that catapulted blended call conversion by an impressive 50%, emphasizing agent skill development and deploying solution-based tactics aligned with customer needs.Elevated average upfront monies collected per sale by $22, contributing an additional $220K to the bottom line.

Woodland Hills , Ca , Us

Spearheaded inside sales and customer retention operations across North America, the United Kingdom, and Australia for a prominent health and wellness company. Oversaw a dynamic team based in California, specializing in escalations management.Led daily operations, including recruitment, staffing, and comprehensive sales training. Managed a team that expanded from 21 employees to a robust force of 120.Orchestrated sales and retention efforts for a team comprising two-floor managers and eight supervisors, each supervising teams averaging 12 to 15 Sales Agents.Engineered a remarkable turnaround, catapulting company profitability from 11.5% to 34%. Achieved this through a strategic overhaul of sales flow practices and customer management approaches.Strategically aligned compensation plans across all levels to drive enhanced profitability and performance.Formulated and standardized the sales process, elevating training methodologies to transform staff into Subject Matter Experts across various brands. This maximized results for both the company and its valued clients.Introduced a highly effective culture of transparency and 100% accountability, empowering the team and streamlining day-to-day decision-making and focus on tasks.Achieved a substantial increase in day one profitability from -5% to a remarkable 26% in year-to-year comparison. Improved overall profitability (day one/recurring) from 10.32% to an impressive 49.51% in a year-to-year comparison.Pioneered and implemented a groundbreaking sales process, creating a new revenue stream alongside the existing one. Increased revenue responsibility from 10% in the previous year to a robust 15% run rate in the current year

Boca Raton, Florida, Us

Successfully directed cross-functional teams in sales, technical support, collections, retention, and account creation across two sites. Managed 180+ seats of collections, customer service, sales, and loyalty agents, overseeing the recovery of $10M in monthly revolving debt.Instrumental in enhancing customer engagement, leading to a remarkable 43-point increase in MPS (Net Promoter Score) as a testament to heightened customer loyalty.Executed a strategic initiative resulting in a 31% boost in sales conversions, driving increased sales volume while reducing acquisition costs by an impressive 58%. Additionally, achieved a substantial 43-point improvement in NPS.Implemented cost-saving measures, reducing the operating budget by over $1M, all while surpassing defined sales and service level metrics. Achieved a notable 35% increase in customer login rates compared to the previous year.We have achieved a remarkable streak of seven consecutive record-setting months in collections production, significantly increasing funds collected with an outstanding collection rate of 64% while effectively reducing attrition.We employed a targeted strategy that substantially reduced non-performing debt from $148,000 monthly to less than $100,000, demonstrating strong financial acumen.Elevated the retention rate from 21% to an impressive 63%, simultaneously increasing RMR (Recurring Monthly Revenue) on retained accounts by $9.47 per account.

Oversaw the day-to-day operations of the Inside Sales department, overseeing sales, lead generation, compliance, and budget management. Successfully implemented a strategic approach that consistently lowered acquisition costs despite a rising lead cost environment.Achieved a remarkable milestone by acquiring over 18,000 new, highly profitable, and attrition-resistant accounts.Revolutionized the new hire onboarding process, resulting in a 361% increase in headcount, expanding from 13 to 60 full-time employees while maintaining an impressive attrition rate of just 12%.Drove substantial growth in monthly revenue, elevating it from $13,197/$554,274 in total contract value to an impressive $45,690/$1,918,980 over my tenure.Significantly improved upfront collections, increasing the average per account from $60/$18,000 per month to $71/$71,000.Cultivated a high-performance culture, leading to annual increases of 20% in sales volumes and the Net Promoter Score (NPS), showcasing a dedicated commitment to customer satisfaction.

Malvern, Pennsylvania, Us

Directed the day-to-day operations of three distinct recovery sites, managing a workforce of over 400 collection seats. Designed an engaging curriculum to enhance employee efficiency and boost overall job satisfaction.Spearheaded the development of a comprehensive coaching framework for quality improvement in incoming and outbound 0-120 days' delinquent collection calls, along with all skip tracing functions. This initiative led to a remarkable 3% reduction in net bad debt compared to the previous year.Engineered a robust refund, bankruptcy, and check draft process, resulting in a 4% increase in monthly collections.We conducted a thorough analysis of collection processes and call flow, implementing a solution that propelled monthly collections from $150,000 to an impressive $646,000, marking a 430% increase.Executed a strategic initiative that elevated the recovery amount by 344%, surging from $87,000 to $387,000 within the first six months. Additionally, improved overall efficiency by 15% by consolidating bad check business into a centralized location.Provided critical reports and statistical insights for the Call Center Floor, fostering a competitive environment within a unified department for both inbound and outbound calls, resulting in a substantial $300,000 in savings.Pioneered a skip waterfall process that significantly amplified overall collections companywide, concurrently boosting the contact rate by an impressive 15%