Increased the sales by 20% each campaign over previous campaign by rolling out A.P.C sales approach and sales dollars for purchases from company store.Recruit, hire, and develop the sale team by effectively utilizing the local universities job fairs to pull from the employee pool we were looking for. Develop the quality standards for the sales department. Making unilateral standard for inbound, outbound, and retention sales.Data analysis conducted on the technician’s callbacks to identify trends and training opportunities. The 60 day rolling report has decreased the callbacks by 7% saving the company over $50K in the costs of warranty fulfillment.

Accountable for team achieving of 68% Net Promoter Score (NPS). Through one-on-one development of agents the team averaged a 71% NPS.Conducted 2 call observations on each of my agents monthly in order to assure quality standards.Being tasked with a new support channel of chat. My team was able to develop the tone and voice of written communication to achieved the required 68% NPS on chats.Identified trends and highlights for the departments weekly business reviews with our services partners over at Intuit.Balanced the needs of business and my 17 direct reports growing the respect of my direct reports and my manager that I directly reported too.

Coordinated with training department on up training current talent. This position led to the sponsorship of events for Key Note speakers on Information Interviewing and Networking.Forged relationships with Corporate Responsibility to bring Volunteering to Utah. Expanding the culture of giving back to the communities they work in. Regional leader of the Young Professional Organization in Utah. Through this employee resource group the organization was able to hold social networking events and trainings on software such as Excel, PowerPoint, and Access.Motivated 5 direct reports to network and grow the vision of the Young Professionals.Managed the $5000.00 annual budget for the Young Professionals. This was the fundamental role of the position. With this budget increasing the skill set of the company’s existing talent was a huge success.

Oversaw call observation for 40 agents and conducted side-by-sides weekly with agents. Providing them with the needed skills to meet the quality standards of the organization.Developed new quality grading scale and implemented floor wide. This streamlined the quality evaluations between all departments.Attended the month QA calibration meetings with the supervisors to make sure that all the qualities were being evaluated the same way.