Work with contact center to optimize processes and improve performance.

TAG serves clients nationally in all areas of property tax consulting, including minimizing the cost of real estate and business personal property tax. I was hired on to lead the inside sales organization, tasked with growing appointment sets and revenue.

Be Fulfilled Systems is a business process outsourcing company, helping companies with customer service, product fulfillment, marketing and accounting. Currently Be Fulfilled handles over 30,000 inbound calls each month and over 50,000 product shipments.I was brought on to assist with the fast paced growth the company is experiencing in the customer service contact center. Some of my key achievements include:★ Integration of contact center systems to support voice, chat and email.★ Developed center policies & procedures.★ Directing our new hire training program content build out & training process.★ Maintain relationships with all clients to ensure we provide the expected level of service.

Enhanced performance tracking through integration of Salesforce.com and the creation of agent dashboards. Integrated VOIP phone system with Salesforce to achieve greater insight into specific call campaigns. Successfully:★ Recovered revenue from an 8 year stall, growing revenue 25% YOY.★ Executed new account manager team, resulting in reduction of free trial cancelation rate by 25%.★ Acquired 100% new customer growth through addition of sales development representatives.

Aligned agent commission plan with organizational goals and contact strategy with customer buying habits. Introduced performance standards and progressive discipline processes. Engaged in process improvements by launching a chat team and outlining changes to enhance data capture. Key accomplishments include:★ Improved time efficiency and greater focus on specific target markets by decreasing call volume by 50% and increasing revenue by 10%.★ Played key role in improved sales operations through development and implementation of agent training and mentor programs.★ Awarded 2014 Department of the Year – President’s Circle Club.

Managed start-up operations and created all reporting for sales and service departments for reporting of critical KPI’s associated with sales conversion, customer satisfaction, and staffing requirements. Key contributions while in this position included:★ Established and executed staff training program, resulting in 50% reduction in onboarding time.★ Development and activation of employee recognition programs to increase department morale.★ Directed the start-up of center including technology selection and implementation, staffing agents, management team, and development of sales and dialing strategies.

Collaborated with branch offices in coordinating installation and sales appointments. Built sales operation reporting for sales conversion, lead maximization, and staffing requirements. Successfully:★ Generated recurring annual revenue within the first year.★ Managed cross-functional team consisting of 3 Team Managers, 2 Team Leads, and 35 Agents.★ Decreased staffing costs through introductions of home agent program.

Managed outbound dialing strategy and staffing levels through collaboration with dialer administrator and workforce management. Directed 30 sales agents and conducted recurring sales training for underperforming team members. Achievements include:★ Drove improved overall performance and associate satisfaction by developing employee recognition and performance management programs.★ Enhanced transfer rate and lead quality by building strong business relationships with third party lead vendors.★ Grew third party lead generation by 800 leads annually.★ Achieved Supervisor of the Year for 2008.