Kyle Powers Email & Phone Number

Cape Coral, Fl, Us

Greater Minneapolis-St. Paul Area

Oversee 20 stores in the states of Minnesota and North Dakota consisting of 200+ employees. Inspire management to be the best through hands-on experience while giving attainable, realistic goals and demonstrating how and why we will succeed them. Create a positive work environment for each employee. Improve communication between all stores and employee levels through bi-monthly meetings, which in turn helped daily store operation, customer experience, and sales.• Interview, hire, and coordinate training and development of both general managers and employees. • Allocate hours and set labor cost goals for each individual store. • Reduced labor cost by 8% in my first 6 months by staffing on demand during slow periods.• Set monthly COGs budget while helping each manager meet their goal, improving profitability by an average of 7.5% per store. • Oversee payroll for all store locations in accordance with company set standards and practices. • Created a universal cash variance spreadsheet which in turn aided money accountability for all store managers and employees.• Revamped training modules for both managers, team leads, and cashiers, reducing training time and improving both product knowledge and daily processes. • Set up an internal document organizational system that managed all store files, which curtailed confusion for all store managers.• 24/7 on-call support for managers and employees.

Fargo, North Dakota Area

Oversaw all new hire classes on multiple sale programs for a fortune 500 company both in our Fargo, Wahpeton, and Duluth centers on a weekly basis. Developed an advanced agent curriculum in conjuncture with client need. In addition to training, I managed 100+ plus representatives in a fast-paced environment. As an integral part of the operations team, I played a critical role in ensuring that the needs of our clients were met on a daily basis through monitoring and quality assurance. • Educated new representatives on sales skills, overcoming objections, closing the sale, customer experience, and computer knowledge. • Increased new hire performance within my first three months by 10% while adhering to client requirements by implementing new role-playing strategies. • Strong communication with the center coordinator and account manager to discuss performance on calling lists and overall key performance indicators. Presented and carried out solutions that pertained to obstacles in program calling lists. • Developed a training curriculum which empowered representatives• Responsible for ensuring all aspects of the client's service level agreement were exceeded.

Lead and directed Team Leads for a 250 seat retail contact center. Oversaw multiple different areas including sales, service, product support and delivery management. • Monitored all training aids and curriculum for trainers and the motivational coaching staff. • Met client service levels and guided center staff in strategies which maximized performance and customer experience. • Executed a 30 day action plan for teams of coaches by focus groups which raised sales per call and increased customer experience. • Aligned coaching staff to focus on strategic decisions for successful completion of key performance indicators.• Executed a 30 day action plan that helped exceed established goals.• Enhanced recognition program, which increased performance, by 13%, while adhering to budget.

United States

Managed a team of 13 contact center sales & customer service agents. Directed activities involving progress reports, assigning specific sale, quality, and training goals. Improved “Sales Per Call” by implementing new team strategies to overcome sale’s objections on every call. • Improved team morale, increasing sales per call by 15%• Developed strategies that maximized agent productivity, increasing productive time by 6%• Increased sales by training agents in “conversational sales” skills which increased sales and overall customer experience