Eric Millett Email & Phone Number

Santa Rosa, Ca, Us

Chicago, Il, Us

San Mateo, Ca, Us

San Mateo, Ca, Us

Stamford, Connecticut, Us

Reporting to the Vice President of Inbound Sales for Charter Communications, Inc., accountable for overall leadership and growth of new Inbound Sales location with a total of 500 FTE Contact Center associates including an additional 6 Sales Managers and 30+ Supervisors. Directly accountable for Site overall Sales performance, Revenue, metrics, hiring/training, engagement and attrition. Developed structural elements centered on associate development, sales training, leadership development & overall associate engagement. These processes included (not limited to) Weekly associate engagement focus groups, employment recognition programs such “Best in Class” performers, Weekly leadership one on one’s/performance reviews & leadership performance calibrations.• Responsible for approximately $120M in annual revenue.• Directly involved in growth of new site from a base of 100 sales associates to 500 (including an increase from 2 to 6 Sales Managers & 10 Supervisors to 30+)

Fort Lauderdale, Fl, Us

Reporting to the Vice President of Domestic Operations for The Results Companies, accountable for overall leadership, Client relations and P&L performance of 1,100+ FTE within two Contact Centers (Winter Haven, FL And Martinsville, VA) including an additional 65 Supervisors, 9 Operations Center Managers spanning 6 different clients (Clients include Wellcare, Sirius XM Satellite Radio, Comcast) Also responsible for managing Site Recruiting Teams, Site Human Resources, Site Workforce and Site Facilities Team. Heavily involved in partnership with Client/Account Management and Clients. • Decreased Site Annual Attrition Rate by 55% in Martinsville via implementation of Associate Feedback programs, Community involvement programs (Aimed at increased visibility and bettering image), Employee Referral program and Leadership Development classes.• Decreased Site Annual Attrition Rate by 32% in Winter Haven via implementation of Site Recognition program, Community Involvement programs and Leadership Development.• Winter Haven site ranked #1 in 2016 of all domestic site in KPI performance/Achievement out of 16 sites.

Memphis, Tennessee, Us

After serving as in the capacity of Business Process Consultant & being in charge of Sales Strategy across the 5 Contact Centers for Terminix for 7 months, I was given the great opportunity to transition into the role of Director of our Memphis Contact Center location.Our Center is comprised of associates across 3 lanes of business (Customer Service, Sales & Retention). We have a total of 10 campaigns with a Supervisory team of 15 people, 2 Center Managers and 4 coaches. We have a headcount of approximately 230 associates,

Memphis, Tennessee, Us

Responsible for Contact Center Sales strategy across 5 national contact center sites including Inbound sales, Digital/Web sales, Outbound upsell, Customer Winback & various other campaigns that provide $95 Million dollars in revenue. Tasked with transforming sales environment with a focus on improving associate attrition rates, customer experience, maximization of labor and a clear progression/career path for associates. Developed, modeled & implementation of associate commission plan. Involved in redesign of company contact center associate training program. Responsible for development & implementation of company Management development program.

Memphis, Tennessee, Us

Memphis, Tennessee, Us

Responsible for Contact Center staff of 250 Associates- Including Sales & Customer Service Campaigns Oversaw Contact Center sales performance increasing from 45M in 2012 to 70M in 2013. Increased Digital team close rate from 22% in 2012 to 32% in 2013. In 2013, digital sales team (ALOE) performed at a higher level then sister brands & historical TruGreen levels Managed every campaign in Center (Inbound Sales, ALOE, QA, Reporting & AHS) Highest Associate Engagement Survey scores for the whole of TruGreen (2012) Won yearlong 2012 & 2013 Contact Center Sales Blitz

Win-Share Business Services was a cost recovery/savings based firm. We worked with Business owners and executives to identify and help them benefit from 100+ local, state and Federal programs. These programs are designed to reduce their costs and increase their profit margin. As the Director of Opeations at Win-Share, I worked hand and hand with our clients and our Savings consultants to ensure client satsifaction and optimize results. We expanded and grew on a National level.

Company was a student lending/student loan consolidation organization. Handled all aspects of operation from HR (Hiring, firing, policies), IT (handling of phone system/dialer), Training and Development of Sales associates and Supervisor, Number analysis, Relationships with lending partners. During time at EduCare, We experienced extreme growth in sales volume and success.

Bs, Business

General Studies, General Studies