 Senior Account Manager of Licensed Telesales business currently represented in five locations domestically. Lost business prior to my arrival, now have the most FTEs in the vendor network. Negotiated 35% rate increase based on ability to achieve demand planning and KPI goals. Surpassed revenue target for 2017, 2018 and on track for 15M+ for 2019 versus goal of 12M. Understand, Implement and execute per the client SOW and TOG to ensure we are meeting client objectives… Show more  Senior Account Manager of Licensed Telesales business currently represented in five locations domestically. Lost business prior to my arrival, now have the most FTEs in the vendor network. Negotiated 35% rate increase based on ability to achieve demand planning and KPI goals. Surpassed revenue target for 2017, 2018 and on track for 15M+ for 2019 versus goal of 12M. Understand, Implement and execute per the client SOW and TOG to ensure we are meeting client objectives while strengthening our partnership through collaboration and strategic planning. Project implementation skillset due to seasonal business and introduction of additional sites. Increased conversion rates by 200% from 2017 to 2019 (-2% to 2%) through development and tenure of leadership team. Only vendor in company history to achieve ramp target each week for the entire season – 2017. Show less

Oversee the day-to-day operations of 50 supervisors and 5 assistant managers by providing them with direction, support and career development. Responsible for understanding and complying with operational contractual requirements of clients, collaborating with and developing support staff including: Training, Workforce, Recruiting and Quality Assurance, Demonstrate Innovation by creating and enhancing process that will improve member satisfaction, increased productivity and improve performance… Show more Oversee the day-to-day operations of 50 supervisors and 5 assistant managers by providing them with direction, support and career development. Responsible for understanding and complying with operational contractual requirements of clients, collaborating with and developing support staff including: Training, Workforce, Recruiting and Quality Assurance, Demonstrate Innovation by creating and enhancing process that will improve member satisfaction, increased productivity and improve performance of supervisors and representatives, strategize with account managers and directors to drive 30M revenue target while decreasing direct costs within the business. Achievements: Increased member satisfaction from 89% to 93%+ taking first place 9 of 12 months in 2015.  Only third party vendor location to achieve 50% sales book rate through sales process implementation Increased FTE from 440 representatives to 830 representatives while earning 3 new lines of business in 2015 Developed and built processes and reporting to maximize efficiency, increase performance and create additional revenue Show less

Client-centric role performing as Sales Manager and Account Manager. Worked closely with supervisors, clients and training to create and implement new strategies for sales while nurturing and growing existing business. Created and maintained a culture of competition, high energy, open dialogue and team based results through motivation, inspiration and sales incentives. Developed and implemented processes and reporting to increase revenue and deliver professional customer experience. Worked… Show more Client-centric role performing as Sales Manager and Account Manager. Worked closely with supervisors, clients and training to create and implement new strategies for sales while nurturing and growing existing business. Created and maintained a culture of competition, high energy, open dialogue and team based results through motivation, inspiration and sales incentives. Developed and implemented processes and reporting to increase revenue and deliver professional customer experience. Worked closely with Adobe Ecommerce, marketing and web development teams to drive volume to the Americas phone channels. Launched Adobe Business Direct and helped to develop training content including pipeline management, lead management and additional B2B sales techniques.Achievements: Owned and achieved 35M+ yearly revenue target Increased sales units from 20,000 to over 35,000 quarterly Launched Creative Cloud telesales for North America, LATAM and SMB Increased Conversion rate from 25% to 33% using needs based selling techniques Developed and implemented scorecards and reporting using exceptional Microsoft Excel knowledge, these reports are still being used today within the telesales channel Worked with developers to launch first telesales platform in LATAM adding additional route to market and increasing sales by over 1,000 quarterly Negotiated client contractual agreements, created invoices and financial projections for both Adobe and Teleperformance Developed and trained SMB team and supervisor to handle large customer accounts resulting in purchases of over 150 units per call Created and delivered Quarterly Business Review’s to clients and management to highlight growth and success of the operation Show less

Promoted to Sales manager position to increase revenue through coaching and training 20 supervisors and 400 customer service representatives in a fast paced contact center environment. Foster an environment in which morale and competition thrives at all levels of service and employees are motivated to deliver top performance. Hold supervisors and representatives accountable and correct behaviors once identified.Achievements: Brought sales from 6% to 12.95% benchmarking a… Show more Promoted to Sales manager position to increase revenue through coaching and training 20 supervisors and 400 customer service representatives in a fast paced contact center environment. Foster an environment in which morale and competition thrives at all levels of service and employees are motivated to deliver top performance. Hold supervisors and representatives accountable and correct behaviors once identified.Achievements: Brought sales from 6% to 12.95% benchmarking a record-setting improvement and obtaining 5th in the nation of 75 sites. Number 1 in the organization. Worked in Manila Philippines to provide sales training to 2 contact centers in 3/11, brought sales from 5.50% in 1/11 to 10.7% through 04/11.  Elevated customer satisfaction through ensuring the total resolution of customer issues to preserve customer loyalty while complying with company policies. Hosted global sales call weekly charged with turning around under-performing sites. Trained sales managers in five struggling sites, and contributed to significant improvements in revenue, sales and customer satisfaction.  Works closely with upper management to ensure expectations and targets are being met, including audits for compliance. Certified at AT&T Corporate headquarters in sales delivery and execution Show less