• Launched new Texas location with 4 other coaches while hiring top talent within an extremely tight deadline• Learned business processes and assisted with best of class training for sales experts• Worked cross-functionally with various departments to gain business insights, learn marketing initiatives and assist with implementation of all needed systems• Trained sales experts on CRM systems such as Salesforce, Outreach, Cisco and Dialpad while also training experts on internal systems such as Atlas, C2 and Grand Central• Communicated with various levels of leadership regarding recruiting efforts, training progression and performance attainment• Coached sales experts on career development and performance KPI’s resulting in 4 experts being promoted to next level roles and a team of experts exceeding performance goals by more than 120%• Worked with senior management on budget initiatives and programs that supported diversity, equality and inclusion• Worked on the recognition committee, in which we determined incentive-based recognitions and celebrated individuals who exhibited our core company values• Delegated assigned business accounts as needed to ensure this highest performance was achieved• Managed over 12,000 business accounts across a team of 10 – 11 business sales experts, growing each account by no less than 280 – 330 net line activations for the organization each month with over $9,000 in incremental revenue per month

• Implement internal inbound and outbound sales team programs, collaboratively working with Marketing, Project Leaders, Vendor Management, and Compensation team• Develop and implement strategies to improve internal operational processes and provide an effective work environment in a deadline driven work place• Determine and implement productivity, quality, customer service and sales performance standards to achieve business objectives and generate revenue• Manage and monitor 15 supervisor teams, hold them accountable for meeting and exceeding targets• Monitor and assess all Key Performance Indicators (KPI’s), and introduce performance model improvements • Provide mid-year and annual feedback to team, leading to improved work efficiencies and employee morale• Develop internal employees, resulting in the promotion of 12 employees to a supervisor level and 2 supervisors to a manager level within 18 months• Provide mid-year and annual feedback to team, leading to improved work efficiencies and employee morale• Develop internal employees, resulting in the promotion of 12 employees to a supervisor level and 2 supervisors to a manager level within 18 months• Concentrate on operational quality assurance, problem resolution, systematic improvements, productivity and customer satisfaction• Collaborate with 4+ departments in a matrix organization and acquired vendors• Resolve internal and external issues that have the possibility of escalation• Lead change management activities for teams when converting to different programs and adapting new KPI metrics • Partner with leadership to grow internal call center team, reduce handle time, and improve overall customer satisfaction

• Supervised 9 inbound and outbound teams of 10 professionals each• Inspired, trained, and led the team to exceed goals and corporate revenue growth metrics• Enforced Policies & Procedures pertaining to sales and customer proprietary information• Developed 6 sales consultants into top performing supervisors• Coached consultative selling skills to provide the ultimate customer experience• Collaborated with 2 high profile departments to “ramp up” internal, outbound, and door- to-door sales channels

• Presented information on improving processes, revenue enhancement and cost reduction to senior and front line management• Facilitated weekly calls with management to discuss upcoming demands in workload• Analyzed daily performance reports and communicated to management • Reviewed historical and seasonal trend data to create workload forecasts• Managed 4+ projects simultaneously• Created MS PowerPoint presentations for management to depict upcoming staffing demands

• Presented root cause analysis and trending via MS PowerPoint presentations• Met with senior management, to explain performance issues or gaps, which resulted in process improvement and budget resolution• Coordinated with Call Center Points of Contact (POC) to determine anecdotal information to support investigations

• Analyzed and developed Action Plans to resolve service level and staffing deficiencies, which resulted in better budget management• Created short and long range forecast models and schedules for all training, meetings, and Paid Time Off (PTO), to ensure service level requirements were maintained• Monitored real-time queues while ensuring all service level goals were achieved

• Directed 200 virtual employees in a matrix environment, identified training needs and implemented Quality Assurance strategies• Managed 22 virtual supervisors, monitoring coaching and sales skills • Worked in conjunction with vendor senior management to improve attendance and performance, which led to a 15% reduction in employee attrition and an increase of 70%+ in sales performance• Launched 2 new vendor contact centers prior to deadline, and within tight budget constraints• Worked in partnership with business and field leaders to obtain and commit necessary associate resources at the appropriate time, level, and expertise to support projects • Managed and maintained vendor relationships, while delivering both positive and constructive feedback

• Achieved Chairman’s Club Awards for five consecutive years, by consistently being among the top 3% of the company’s sales force• Trained representatives on new sales promotions and product launch initiatives• Created and managed an associate mentor group, specifically designed to assist new employees and reduce employee churn• Managed center level employee recognition programs to increase employee morale