Created, maintained, and distributed reports using Microsoft Access, Excel and SQL Server. Acted as the Subject Matter Expert in all areas regarding the Small Business compensation plan. Financially modeled and implemented proposed compensation changes. Managed the Direct Sales Expense team. Reduced the time to create monthly individual and team reports from 2 weeks to 45 minutes. Reduced the time to create and increased the accuracy of daily reports. Reduced the time needed to update reports from days to hours. Improved the accuracy of the forecasted signed sales by updating the method used.

Communicated all Risk related processes/issues to the remote sales force. Reviewed sales related processes as needed to improve efficiencies. Tested and Supported new sales reporting and or compensation changes. Facilitated weekly calls with all members of the sales management team. Conducted monthly/quarterly Risk reviews of the Small Business Sales processes. Acted as co-project lead for redesigning the Small Business Customer Processing Agreement. Acted as project lead for mapping and analyzing the merchant lead management process. Reduced time needed to update the master list of remote sales colleagues from hours to minutes. Reduced the amount of time needed to update email distribution lists from hours to minutes. Researched, created, and implemented a formal expense reimbursement guideline. Researched and implemented a new electronic fax service for remote sales executives.

Managed a 24 person team supporting 300 – 400 remote sales executives. Acted as the point of contact for all Sales Managers and Vice Presidents. Monitored the progress of deals to ensure smooth/efficient flow through the process. Resolved issues escalated through direct reports. Coordinated technical assistance to update non-company owned PCs for all remote employees during updates to the company email servers. Assisted in design and implementation of a department wide realignment based on feedback from a survey of the sales force which resulted in greater agent satisfaction and quicker time to answer speeds. Formalized the tracking of email inquiries sent to the support staff. Formalized email distribution lists for different groups of remote sales colleagues. Implemented a process for tracking calls and emails through the company case logging application.

Managed a 6 person Customer Care team and a research analyst in the inbound call center. Assisted with all merchant escalated issues. Monitored time to answer and call handle times. Approved/rejected credits/debits to merchants, requested by direct reports. Conducted user acceptance testing for all application updates. Coordinated a complete analysis and retooling of the case description tree used to log calls.  Coordinated several large outbound call campaigns. Updated department policies and procedures.  Became Subject Matter Expert in a variety issues to assist other supervisors when needed.