Responsible for driving new customer acquisition and retention sales across Reliant inbound call centers, outbound telemarketing and door-to-door channels. Develop and drive strategic and tactical decisions as to how Reliant allocates sales resources in light of market-based and competitive opportunities, across key channels and customer touch points. Work cooperatively within Reliant, across a variety of teams, and externally, with marketing and channel contacts, to achieve critical business objectives for all parties and stakeholders. Oversee a team of channel managers and program analysts, along with our corporate and outsourced sales call centers. Key Results• Increased sales conversion rates in the inbound call centers from 17% to 47% in residential and 15% to 52% in small business.• Expanded door-to-door footprint to achieve double digit growth in channel• Implemented streamlined contract management process to enable small business sales teams to expand future switch capabilities• Expanded Telemarketing into the NE, securing over 8.000 customers in the first two months• Lowered incentive paid per sale by over 30%, while increasing conversion rates.• Bolstered sales conversion rates with the deployment of a standardized sales process.• Implemented comprehensive sales incentive programs to drive agent performance.• Redesigned call management system, which resulted in reducing customer misroutes by 75% in Small Business and 33% in Residential.

Outsource partner manager responsible for directing $90M outsourced contract operations of eight national and international partner sites that handled 6M+ calls annuallyDrove $20M - $30M incremental annual revenue with sale at the point-of-service programDrove operational efficiencies, quality and revenue generation across each service partner site; implemented best practices blueprint to eliminate performance variances among sitesIncreased top 2 box CSAT (11 point scale) from 28% - 42%Cultivated cross functional team of 10 responsible for quality, training, process, reporting, operations and contract management of outsource partners

Revenue Generation, 2004 - 2007Manage 5 person team responsible for driving Consumer upsell revenues through 22 contact centers and electronic support channels worldwide,; 6 new contact centers worldwide, including over 2,000 agents, in Q4 of 2007 to meet growing demandIncreased revenue from $32M to $104M in three years by implementing cross functional and cross vendor operational plans to drive results. Drove a 270% increase in revenue per contact (from $1.75 to $6.48 in 2 ½ years)Implemented programs to drive over $15M of incremental revenue at 70% margins in 18 months

Revenue Development, Customer Service and Support Managed team to drive Business and Consumer upsell revenues through 14 contact centers, 150 service centers and electronic support channels; Improved revenue per system serviced through Gateway service centers from $35 to $100 Generated annual revenue of $68M in 2002, $100M in 2003 and $125M in 2004 (28% CAGR)Achieved 240% increase in revenue per contact (from $1.47 in 2002 to $5.00 in 2004)Improved Customer Satisfaction from 70% to 89% through re-engineering effortsBuilt nationwide network of 200 solutions providers within 6 months to support outside PC sales teamsTransitioned CS&S from a cost center to a profit centerDeveloped a comprehensive sales incentive program aligned at an agent/supervisor/site level

Developed and implemented marketing strategies for printer supplies including pricing, positioning, packaging, promotion and sales supportDrove $10M new business revenue and exceeded profit plan by developing and implementing ink jet and laser program Negotiated major retail contracts (including OfficeMax), which accounted for 5% of total division revenueSpearheaded development of strategic business plan for ink jet products leading to a 14.5% equity stake investment with a leading global manufacturer of ink jet and laser consumables

Managed $750K field sales territory covering North Georgia. Secured new business and increased revenue in existing accounts. Achieved above 100% of revenue quota every year.