Specializing in a variety of services such as expedited wire transfers around the globe, bill payments including all utilities, credit cards, mortgages, car loans and more.

Oversaw the daily operations of a virtual call center consisting of at home agents. Hired, Trained, and conducted on-going support for over 100 Independent Contractors.

In charge of training and maintaining a positive relationship with both Outsourced Spanish Call Centers in Mexico and Columbia and Outsourced Billingual Call Center in Southern California to sell company product using specific methods and techniques.Identify low producing agents viewing reports, monitoring their Non Sales calls and conducting training sessions on topics such as Need Based Probing, Rebuttals and Back to the Script, Down-Tones, and Assumptive Closing resulting in higher agent Conversions and Average Order Values. Then follow up to ensure training is being applied and provide feedback to agent, call center and upper management while holding them accountable for performance.Conduct monthly Call Center audits for FTC and internal compliance to identify all areas of non compliance to V.P. of Overseas Operations, Call Center President, V.P. of Call Center Management Group, Director of Training and lower Management. Then follow up to ensure changes are being implemented in a positive manner.Weekly Call Calibrations with both Spanish Call Centers to review Sales Opportunities as well as Legal Compliance. Trained Outsourced Call Center in New Jersey on methods and techniques resulting in an increase of Conversions and Average Order Values among other Key Performance Indicators. Also successfully reassigned cut/blocked agents back on to our campaign. Translation of multiple Sales Scripts, Incoming Voice Recordings, Standard Operating Procedures , Infomercials, Transcripts, Voiceovers etc from English to Spanish.Constant communication with Spanish Call Center upper and lower management to discuss trends, issues, training and compliance topics.

Trained English and Spanish call centers on sales methods and techniques tailored for the benefits of our products and customer needs.

Developed and led a staff of 25 agents converting incoming infomercial calls at an exceedingly successful rate of 60%-80% consistently with an AOV of up to $226.Coordinated weekly call calibrations with Call Center Director, Call Center Manager and Director of Training on a weekly basis to observe call patterns and area's of opportunity for all sales reps. Generated Daily Sales Reports, Weekly Sales Reports, Weekly Media Reports, Agent Ranking Reports, Daily Call Reports, and Daily Recap Reports for Call Center Director and Call Center Manager. Handed out weekly Agent Monitoring Sheets to provide feedback to each representative on all aspects of the sales process and compliance.

Directed the Customer Service Sales function with a staff of 25 to 30 agents. This increased sales from an average of $3,000.000 to $450,000 - $500,000 monthly.Coordinated with Security Investigators, Call Center Director, and Customer Service to determine and prevent fraud. Implemented monitored Required Closing Statement for department to virtually eliminate any possibility of internal fraud initiated by sales agentsCollaborated with Corporate Counsel on ongoing customer complaints with researching customer data and history for resolution purposes. Created and implemented motivational sales techniques, training, and support resulting in increased individual sales agent daily production by an average of $500.Assisted in implemented an internal Sales Verification Team whose primary responsibilities where to confirm and log all Customer Service sales/Outbound Sales with attention to Customer Service Retention Saves, Customer Service Exit Packages, Continued Continuity, Outbound Sales and Auto-Ship Sales.Wrote scripts for the Customer Service Sales, Decline, Non Buyer, ANI and Outbound campaigns.Consistently translated all legally approved scripting for outsourced call center inbound sales in Spanish. Translated company infomercials, commercials, transcripts, IVR, advertising and text. Assisted in infomercial and commercial voice over.Led weekly call calibration sessions with Call Center Management and Outsourced Call Center Management for quality, training, improvements and trends identification.