Lori Mccloud Email & Phone Number

Boca Raton, FL

Boca Raton, FL

Fort Lauderdale, FL

• Director, Call Center Operations Great HealthWorks Sept. 2013 – presentDirect, motivate, and enhance call center operations for a one hundred sixty (160) person group in the Direct Response Industry, consisting of.
• Increased retention of existing customer base from 52% to 67% in less than nine months.
• Collected/recovered over a quarter of a million dollars monthly through outbound dialing initiatives.
• Decreased abandoned rates from 30% to under 5% in first three months.
• Report to COO; provide comprehensive reporting and executive summaries to enable senior leadership to focus on core marketing functionality; knowing call center efficiency is at its optimum best.
• Stakeholder in company-wide Project Planning initiatives, communicating and representing all call center operational needs to create solutions to support company growth plans; ensuring telecom, internet, CRMs, data.

Deerfield Beach, FL

Provide a variety of management and business consulting services to clients in the call center, customer service, technology, medical and travel industries. Consistently achieved 100% client satisfaction and met all timelines and deliverables with 85% of recommendations implemented, saving each client between $250,000 - $2,550,000 per project.

Responsible for new client sales, program implementations, and ongoing program management. Conceptualized & implemented new division, the Cruise & Travel sector, for ACS, a Fortune 500 Customer Care & BPO Outsourcer. Within first six months of employment, I sold a $10 million, multiple year cruise program and designed a customized business model resulting.

Utilized my comprehensive experience in sales, call centers, and shore-side operations to restructure, grow and manage daily operations and strategic planning of 100 sales and service-oriented employees in the Passenger Services division. Fully accountable for Call Center Sales & Customer Service, Group Sales & Service, Air/Sea & Hotel Operations and.

Recruited, hired, trained, and supervised inside sales staff and management in product lines, lead development, sales presentations and top-level client retention. Contracted new business and renegotiated all expiring contracts. Simultaneously and singularly responsible for National and Corporate Accounts, Group and International Sales. Set production.

Created, collaborated on and customized contact center outsource solutions to Fortune 500 companies. Increased client base from $3 million to $13 million in eighteen months.

Fort Lauderdale, FL

Decision-maker for Reservations and support departments including Inbound, Outbound, Group and International Sales & Reservations, Planning, Training, Recruiting, Customer Service, Documentation and Quality Assurance; oversight of 100+ employees within organization. Managed G&A expense of $12 million. Exceeded sales targets of $400 million. Negotiated.

Developed & managed 24-employee Sales Group, including Inside, Outside, Group, National Accounts and International Sales. Set sales targets, tracked productivity, motivated, developed & maintained territory/compensation plans. Utilized my experience in sales support and trouble shooting, including pricing, contract negotiations, budgeting and forecasting..

Boca Raton, FL

Spearheaded & directed all Event Planning Activities for a $10 million Hospitality/Investment/Incentive Travel conference company. Mastered all aspects of site selection, negotiated all contracts including meeting venue, room rates & block, air seats; ensuring sharp pricing resulting in profitability. Secured high-profile speakers, negotiated with.

Bachelor Of Business Administration (Bba), Business Administration

Associates Degree, Hospitality Administration/Management

Education record