Brian Harkey Email & Phone Number

Clearwater, Fl, Us

In this role I will be focused on the development and implementation of inbound and outbound Sales and Service Center sales strategies for the Residential sales team and the sales chat team, defining work flows and processes that boost conversion rates, increase sales, and reduce cancellations while driving improvements in customer satisfaction, employee engagement, and attrition. I will continue to work closely with the Senior Leadership Team on forecasting activities, using my deep knowledge of market conditions, demographics, and the competitive landscape to inform my recommendations and establish high-impact performance goals.

Clearwater, Fl, Us

Responsible for implementing and managing inbound and outbound Sales and Service Center sales strategies for moving and storage programs. Assist in defining work flows and processes that will drive conversion rates, increase sales, and reduce cancellations, while driving improvements in customer satisfaction, employee engagement and attrition. Monitor market conditions, demographics and competitive landscape to develop recommendations that ensure a competitive edge in the long distance and local moving and storage industry. Work closely with all internal partners (ex: Marketing, Logistics, Revenue Management, etc.) to maximize sales results and customer satisfaction.

Basking Ridge, Nj, Us

-Managed Customer Loyalty Team across two different call centers, focused on retention, loyalty offers, and various outbound loyalty campaigns including Winback efforts-Set forecast for expected call volume monthly while ensuring proper abandonment & service levels-Led Resource Management Team to ensure staffing requirements match forecasted call volume -Tracked effectiveness and forecast volume impacts of direct mail and other marketing initiatives -Coordinated Customer Service partnership initiatives to grow the business -Managed department incentives programs that drive sales and revenue growth -Maintained call routing to reflect proper geographical match to South Area -Managed outbound campaigns and tracking -Analyzed and provide churn and carrier port reporting that is actionable -Developed and executed Quality Assurance Team reporting and structure -Created Go To Market plans for all new launches of products and services -Provided daily forecasting and performance reports

Basking Ridge, Nj, Us

Manage the day-to-day retail operations in the top market share district in the FL region. Primary responsibilities include: Development and execution of retail distribution strategy, sales quota obtainment, staffing, sales coaching, forecasting, distribution optimization, recruiting, performance management, and asset management. Highlights include:• Winners Circle Winner - 2011• Exceeded quota each month and increased sales month over month 21% ranking #1 in FL region in growth. • Improved expense control measures by 45% in first 90 days saving company $300k annually. • Created Net Promoter Customer Experience Model improving scores by 25% over prior period. • Led direct to consumer retention efforts ranging from creative strategy development and direct mail design and production to agency relationship and budget management. Reduced churn by 20 basis points. • Led company’s South Area in top Retail to Small Business growth and execution among 80 Districts

Basking Ridge, Nj, Us

Responsible for delivering increased customer and EBITDA growth by overseeing the execution of Alltel’s Florida Market retail sales and distribution strategy. • Managed 2nd largest wireless retail market in the company with 58 points of distribution, 475 employees, serving over 750K customers with $450M in annual revenues. • Grew Data Revenue per customer 31.5% in first 8 months in position. Improved company’s most profitable revenue product (PDA Handset sales) by 215%. • Grew customer base by 5% YOY in a market with less than 9% customer penetration/market share. • Led the market to a 44.4% EBITDA profitability margin while increasing overall monthly market revenue by $10.5M.

Little Rock, Ar, Us

Responsible for delivering increased customer and EBITDA growth by overseeing the execution of North Florida’s consumer sales and distribution strategy for 20 retail stores, 125+ resellers, 220 employees, and 370K subscribers generating $216M in annual revenues. • Achieved a 11.3% total increase in annual sales revenue during first year in the position. • Grew reseller distribution by 25% with a monthly subscriber growth of 12.5% YOY. • Increased overall market total subscribers by 12.4% YOY with a reduction in customer churn by 0.42%.• Grew data revenue by 65.2% YOY.

Little Rock, Ar, Us

Led the South Region process improvement team to execute company initiatives designed at increasing gross revenue while reducing expenses through process optimization efforts. • Acted as liaison between South Region and headquarters personnel to develop and execute company indirect and retail strategy and tactical planning including agent acquisition, distribution growth and overall success of the 2 channels.• Improved efficiencies and lowered operating expenses by co-developing and executing improvements in Alltel operational leader’s daily and monthly operating procedures throughout the company’s retail distribution. • Managed and served on a multitude of projects creating combined annual cost savings in excess of $10M.

Little Rock, Ar, Us

Managed the day-to-day retail operations in multiple regional districts throughout the Charlotte Wireless Market. Territory included 10 locations and 50 sales representatives at any given time. Primary responsibilities included: sales quota obtainment, staffing, sales coaching, forecasting, distribution optimization, recruiting, performance management, and asset management. Highlights include: • Exceeded quota each quarter and increased sales for 7 consecutive quarters, including a 24.4% increase in 2005 and 28.7% in 2006 in data revenue growth. • Reduced front-line employee turnover by 12% YOY

Little Rock, Ar, Us

Managed distribution analysis and optimization, recruitment and management of national partners, contract management, project management and P/L accountability for the channel. • Managed 150 Agent locations across a 19 county multi-state territory. Grew channel from 60 locations and 750 new subscribers per month to over 150 agent locations and 2,000 new monthly subscribers. • Helped to reduced customer churn by 0.50% on customer base of over 450k through increased agent distribution and performance management. • Achieved consecutive record annual sales revenue and improved profitability each year with both Alltel and Alltel’s Agent Owner partners. • Increased brand awareness, demand and sales of new high profile products through development and execution of co-marketing programs with Alltel Agent partners and business owners.

Little Rock, Ar, Us

Managed 2 wireless retail store locations, 3 Wal-Mart kiosks, and 10 local agent partners within a 45 mile radius.

Little Rock, Ar, Us

Served in an Assistant Manager capacity for the Regional Sales Manager for 9 wireless retail stores and 6 kiosks in the Charlotte, NC market. • Duties included: scheduling, merchandising, customer experience management, inventory control, coaching, performance management, personal selling, quarterly audits of company operating procedures, and sales training planning and implementation.

Little Rock, Ar, Us

Started in a Wal-Mart kiosk for Alltel selling multiple wireless products and services. Later moved to a Sam's club kiosk and then on to a multitude of retail store locations. Each move was considered a promotion in responsibility and notoriety as a result of my increased production. • Won company’s highest yearly sales honor: President’s Circle award in 2008