Janet Laird Email & Phone Number

Richmond, Va, Us

➤ Report directly to Chief Operating Officer participating in weekly ELT meetings in reviewing key performance indicators such as revenue, growth, gross margin and quality.➤ Responsible for business operations which include client experience, new market launch operations, compliance, procurement, contact center, training and move operations.➤ Work horizontally across the organization to ensure alignment in strategy, goals and performance.

Memphis, Tennessee, Us

➤ Report directly to Chief Revenue Officer participating in weekly ELT meetings in reviewing customer experience and retention.➤ Responsible for budgeting and P&L for Care organization.➤ Direct oversight of voice, chat support along with training, quality, collections, retention and outbound proactive customer retention teams.➤ Proven track record improving customer retention YoY.➤ Transformed Customer Care new hire programs along with focus on consultative, less scripted approach to customer support.➤ Implemented call flow, quality programs having direct impact on FCR, NPS and customer retention.➤ Project oversight in onboarding BPO, IQor for Customer Care.

Austin, Tx, Us

➤ Coming aboard as the VP of Operations, driving key performance metrics throughout the Customer Care Contact Center along with Business and Sales Channel Operations, while creating Center infrastructure and reporting KPIs.➤ Receiving a promotion to SVP of Operations in January 2014, reporting directly to the CEO and providing oversight of all Care departments that directly support customers and business and consumer requirements.➤ Directly overseeing and building strategies to improve subscriber revenue and attrition, while contributing to areas of business such as Operations, Logistics, Inventory, Permits, Training, Recruitment, and Account Management.➤ Receiving a further promotion in March 2018 to COO, increasing involvement in direct/indirect sales operations.➤ Human Resources oversight, including handling HR concerns, FMLA, talent acquisition, change management.➤ Serving as an integral part and driver of the strategic planning, budgeting, and forecasting of business requirements and the decision-making process, as well as ensuring that risk is effectively addressed in all aspects of the business model.➤ Ensuring strategic objects shaped at the executive management level are translated into tactical business plans with mechanisms for key measurements to monitor progress, while ensuring business change projects are delivered.➤ Setting comprehensive goals for performance and growth, as well as establishing policies that promote company culture and vision, ensuring minimal duplication of efforts, maximum efficiency, and maximum value for money.➤ Serving as the Project Lead for the expansion of indirect sales distribution, providing clear direction on strategic goals, as well as establishing the retail presence, growing annual revenue to $63MM+ and subscribers to 125K+.

Bellevue, Wa, Us

➤ Reported directly to the VP of Customer Care as well as participated in quarterly business reviews and in calibrating the customer experience.➤ Managed quality programs and initiatives that helped improve first call resolution and the overall customer experience, and rolled-out new processes, products, or policies to BPO partners.➤ Developed and drove care training and development programs for offshore Customer Care service providers, as well as redesigned the training program for multiple offshore BPO partners located in Manila, Philippines, including Teletech and Minacs.

Bellevue, Wa, Us

➤ Directed and oversaw the business operations for 77 WiMax markets within a fast-paced sales organization which included credit and activations, indirect sales, and market operations, while reporting directly to the SVP of Sales & Distribution.➤ Guaranteed the Sales Support teams had the training, expertise, and tools to support the front-lines Sales teams and Authorized Dealers, and successfully drove the company to capture over 1.4MM retail subscribers and generate approximately $190MM in annual retail revenue.➤ Supported indirect distribution, dealer contract management, customer and sales support, as well as market office operations, and identified and mitigated any changes that would negatively impact sales.➤ Ensured that all changes to the "business as usual" model were documented, detailed, communicated, and implemented with minimal impact to the Sales Support teams, Front-Line Sales teams, and end-users/customers.➤ Led sales operational efforts in shifting the business from a post-paid to a no-contract, pre-paid model, and worked cross-functionally with various departments including IT, Sales, Marketing, and CARE to ensure the transition went smoothly and did not impact the customer experience.➤ Transitioned the entire Dealer Agent sales channel from an inventory consignment model to a purchase model, which involved changes and updates in most parts of the business and also required cross-functional collaboration.➤ Served as a major stakeholder in launching new markets and transitioning existing markets to WiMAX 4G technology, including onboarding Dealers, handling compensation along with Dealer contract reviews, and planning operations for market and CARE support.

Us

➤ Reported to Director Care Operations. Responsible for overseeing market operations to ensure consistency and provide oversight. Worked with market leadership to achieve distribution goals and cohesive operations throughout.➤ Accountable for sales operations including overall customer experience for 8 regions➤ Managed a direct team of 8 operations managers nationwide➤ Developed and implemented proactive outreach program concentrating on top corporate customer base. Successful customer retention program geared towards large accounts and supported by approximately 79 customer account representatives➤ Partnered with cross functional teams throughout organization to develop processes, push operational focuses and key business metrics

Us

➤ Responsible for Southwest Region which included Texas and Louisiana. Worked directly with market leaders as well as corporate team to help drive growth, customer satisfaction and operational support. ➤ Tapped by COO to lead efforts in developing systems, fixing processes and team dynamics within the commissions department that was negatively impacting sales performance➤ Successfully worked to help develop commission's dashboard for Dealers, established team objectives and instituted communication paths between sales and commissions➤ Oversaw 12 regional customer service reps, operations and customer support for Southwest region

Us

➤ Responsible for building indirect operations from ground up for Southeast region which included Florida, Georgia, Alabama and Mississippi. Worked directly with VP of Sales and helped build indirect distribution channel. ➤ Centralized all sales support for Indirect Sales channel spanning 4 states and supporting over 100 unique retail distributors➤ Supervised team of 3 sales support representatives➤ Managed contract review process, dealer support and management

Fairfax, Va, Us

➤ Managed operations for Time Life Libraries in-bound telesales office in Seattle, Wa. Responsible for overseeing payroll, reporting, new hire administration and general operations.➤ Managed Payroll for call center team members➤ Oversaw new hire on-boarding, reporting and office operations

Bachelor Of Science - Bs, Business Administration

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