• Monitor performance of, and effectively engage with, 30 to 50 direct reports dependent on fluctuating surges of need.• Optimize end-to-end onboarding and management development processes for multiple international/domestic Sales and Service and Customer Care call centers. • Target efficiency optimizations with a continuing documented trend of 21% month over month via agile coaching process improvements and data-driven analyses.• Customize training programs for client management… Show more • Monitor performance of, and effectively engage with, 30 to 50 direct reports dependent on fluctuating surges of need.• Optimize end-to-end onboarding and management development processes for multiple international/domestic Sales and Service and Customer Care call centers. • Target efficiency optimizations with a continuing documented trend of 21% month over month via agile coaching process improvements and data-driven analyses.• Customize training programs for client management with an attributed 17% improvement in customer satisfaction to date. • Instantiated the New Hire Training programs for AT&T’s Digital Back Office department resulting in a 25% increase in employee productivity across multiple call/tech centers in Asia and Central America.• Developed and deployed a new Order Management Center curriculum that resulted in a 30% reduction in training time for strategic partner Sales and Service employees. Show less

• Led a team that exceeded operational metrics, resulting in a 11% increase in customer retention rates YOY.• Trained and certified 50+ instructors and managers during AT&T's acquisition of DIRECTV, leading to a seamless transition of call centers and improved daily business workload handling.• Developed a comprehensive performance management program, resulting in a 20% increase in employee engagement and productivity.• Implemented a scenario based learning process, resulting in a… Show more • Led a team that exceeded operational metrics, resulting in a 11% increase in customer retention rates YOY.• Trained and certified 50+ instructors and managers during AT&T's acquisition of DIRECTV, leading to a seamless transition of call centers and improved daily business workload handling.• Developed a comprehensive performance management program, resulting in a 20% increase in employee engagement and productivity.• Implemented a scenario based learning process, resulting in a 15% improvement in the effectiveness of training programs. Show less

• Consistently exceeded sales targets, achieving a 20% increase in revenue year over year.• Recognized with the operational excellence award in 2010 and 2011 for generating the highest sales revenue in the Birmingham, AL call center.• Developed and maintained strong client relationships, resulting in a 26% increase in client retention rates.• Successfully negotiated and closed complex deals, resulting in a 15% increase in average deal size.

• Implemented sales strategies that resulted in a 10% increase in store revenue within the first quarter.• Led a team that achieved the highest customer satisfaction scores in the region for two consecutive years.• Implemented training programs focused on upselling and cross-selling, resulting in a 13% increase in average transaction value.