Carmen Sams Email and Phone Number

Serve as a strategic business partner to small and medium sized local businesses by accessing needs, developing and implementing solutions that help them thrive in our ever changing landscape. • Lead and manage a team of sales professionals with the common goal of being best is class and introducing 5G to our clients. • Provide leadership, direction and support to a dynamic team of sales professional who support our retail locations in the Columbus and Dayton Ohio area.

Managed all aspects of the retail locations performance including inventory, daily sales targets and employee/client satisfaction. • Provided overall supervision and counsel to my team; conducted and lead daily and weekly shift meetings to discuss company strategy, objectives and performance results.

Managed a team of 15 plus Solutions Specialists to exceed performance expectations. Created and developed plans to help my team achieve their personal best performance. • Worked with my General Manager to ensure our store was operationally sound.

Worked in our retail environment to help our clients find the goods and services that allow them to enhance the user experience.• Solution based selling to current and potential Verizon customers.

Oversee day-to-day operations for a 24/7/365 contact center, to ensure that all standards and sales goals are met. Manage a $12.5M budget, 12 direct and 700 indirect reports.• Implemented the business plan that increased the cash appointment rate from 25% to 56% since the introduction of Total Net Conversion.• Managed a $120,000 employee welfare budget annually.• Assisted in the cross-functional team that opened the Arizona Contact Center Operation in under 7 weeks… Show more Oversee day-to-day operations for a 24/7/365 contact center, to ensure that all standards and sales goals are met. Manage a $12.5M budget, 12 direct and 700 indirect reports.• Implemented the business plan that increased the cash appointment rate from 25% to 56% since the introduction of Total Net Conversion.• Managed a $120,000 employee welfare budget annually.• Assisted in the cross-functional team that opened the Arizona Contact Center Operation in under 7 weeks, staying on-site in Arizona for 92 days to ensure all our newly-hired talent was trained and ready to provide world class service. • Grew and developed the Managers, Assistant Managers, Job Coaches, and Coordinators.• Innovative leader with a verifiable record of delivering high-value business solutions with a focus on sales and world class customer service. • Thrives in fast-paced and accelerated-growth environments utilizing critical cross-functional business processes.• Restructured teams and clarified objectives to increase efficiencies and instituted performance measurement and reporting structures.• Achieved service level targets while maintaining a cost-per-call that runs a minimum of 10% below the industry average (Average Speed of Answer and Net Abandon Percentages).• Kept labor costs in line with our business operating models by successfully managing our contact center budget.• Reviewed staffing models and productivity reports, including but not limited to call volume reports, call volume projections, talk time, and predictive forecasting on a daily basis. Show less

Fostered a fun selling environment through innovative leadership that motivated, inspired, and rewarded the team to achieve their personal and professional goals.• Created a protocol for ‘Selling with Integrity’ to protect the veracity of our Total Net Conversion data.• Developed a high-performing team of Job Coaches that constantly delivered extraordinary results.• Ensured all service level agreements were met by collaborating with our Workforce Management department in… Show more Fostered a fun selling environment through innovative leadership that motivated, inspired, and rewarded the team to achieve their personal and professional goals.• Created a protocol for ‘Selling with Integrity’ to protect the veracity of our Total Net Conversion data.• Developed a high-performing team of Job Coaches that constantly delivered extraordinary results.• Ensured all service level agreements were met by collaborating with our Workforce Management department in regards to daily staffing needs. • Worked closely with our field leadership team to create a collaborative environment that supported our business and budget needs.• Completed monthly audits with each direct report and provided them with performance evaluations of each audit. Show less

Taught, led, and engaged a team of Job Coaches to produce results with reps through consistent feedback, roll-playing, and additional training with our HR partners. The Operations and Development Facilitator (ODF) position was eliminated from the organization, along with four associates, in 2006 and I continued my responsibilities under title of Assistant Manager.• Collaborated with other successful leaders to implement their learned best practices.• Worked with the Job Coaches… Show more Taught, led, and engaged a team of Job Coaches to produce results with reps through consistent feedback, roll-playing, and additional training with our HR partners. The Operations and Development Facilitator (ODF) position was eliminated from the organization, along with four associates, in 2006 and I continued my responsibilities under title of Assistant Manager.• Collaborated with other successful leaders to implement their learned best practices.• Worked with the Job Coaches and their teams to identify business opportunities and system enhancements that reduced talk time and pushed us to the next level in our call flow. Show less

Coached, provided feedback, and developed a team of 24 FTE in providing world class service on behalf of more than 150 insurance and fleet companies as a part of their complete claims management solutions.• Monitored and evaluated each team member’s performance against established goals and ensured high-quality service. • Set performance expectations for associates and completed weekly and annual performance evaluations.• Enforced policies and procedures and took… Show more Coached, provided feedback, and developed a team of 24 FTE in providing world class service on behalf of more than 150 insurance and fleet companies as a part of their complete claims management solutions.• Monitored and evaluated each team member’s performance against established goals and ensured high-quality service. • Set performance expectations for associates and completed weekly and annual performance evaluations.• Enforced policies and procedures and took appropriate actions to correct the behavior and educate the associate. Show less

Professionally answer incoming phone calls from policy holders, insurance agents, and auto glass shops.