Jim Sampson Email & Phone Number

Irvine, Ca, Us

Brea, Ca

Restructured the existing organizational framework resulting in the creation of the Customer Support Department comprised of a Digital Services team and a Customer Care team for a total of 11 team members. These teams provided service and support across PennySaver's digital media and print products. This critical reorganization resulted in better focus on building customer retention, maximizing life-time value, and increasing customer satisfaction. This was a from-the-ground-up reorganization requiring new job descriptions, interviewing and hiring of new staff, launching an thorough training program, and identifying key metrics to measure success and the associated tracking and reporting.

Managed 24 Account Executives and 4 Customer Service/Support staff in an inbound call center environment. Focus is assisting private party advertisers with construction and publication of classified reader ads while providing world-class, service-oriented interactions in order to meet company ad count and revenue targets. Consistently delivered year over year revenue growth through identifying revenue opportunities, sales force optimization, and focusing on individual accountability. Successfully managed project to consolidate 3 separate sales teams into a single, state-wide team requiring detailed and continued communication with multiple key contacts, systems, and departments.

Lead a team of 13 to 16 representatives to achieve key performance metrics typical of a call center. Performed daily call observations to ensure world-class customer service. Coached/trained representatives in sales and customer service techniques to achieve company performance targets

Managed a team of 18 inside sales people and 2 supervisors in the classified advertising department.