The ADT Residential Custom Home Services Sales Manager is responsible for leading and managing a team of Custom Home Services Sales Representatives. This position will focus on the organic profitable growth of high end Residential sales within a defined geographic area that may encompass more than one ADT District.Manage the Custom Home Services Sales teams within a defined territory/region(s). Focus on selling diverse products to higher end consumers while maximizing recurring revenue contribution and profitable Installation dollars.Be proficient in the awareness of Connected Home type Product and Services. Ability to grasp and explain Residential Integrated Products & Services.Implement and administer sales programs in Residential consumer markets to maximize profitable opportunities.Work closely with local ADT installation management to ensure effective completion while maximizing customer satisfaction and profitability.Mentor, develop, motivate and coach Custom Home Services Sales Representatives. Develop team for success by regularly communicating results and job expectations. Develop performance metrics for sales teams and monitor results.Provide performance feedback and recommendations to improve effectiveness. Conduct annual performance reviews/appraisals.Select and hire new Custom Home Services Sales Representatives, as required. Participate in recruiting activities, as required.Formulate organic self-generated lead programs and train representatives in working closely with defined GOLD promoters that will enhance self generation contribution.Regularly participate in ride-alongs and monitor progress of new and existing representatives.Ensure adherence to current ADT policies, procedures, products, programs, pricing, budget, technologies and services through timely communications.Hold regular sales meetings with Custom Home Services Sales Representatives (minimally, on weekly basis).Interacts with all levels - from executives to installers

Train, coach, develop, and evaluated employees, monitoring quality assurance, safety and productivity to exceed performance targets for Frontier products and services.Provided crucial support to the business through in-depth Quote and Credit analysis, while developing Micro segment business casesManage in a Work at Home and hybrid environmentManaged administrative records for monitoring employee attendance, work records, and training recordsFacilitated training in small and large groups covering new methods and procedures, company policy, changes, and professional development Partnered with the CWA union to ensure consistency, compliance with the bargained contract between the company and employees to foster a healthy work environmentManaged FMLA compliance, workman's compensation claims, employee scheduling, forecasting call volumes to ensure coverage is maintained to reduce call volumesImplemented the states Community Action Team toCollaborated closely with Sales and Customer Success Teams, providing valuable feedback and ensuring alignment with financial goals.Served as Acting Operations Manager during vacant periods and as needed.Created and facilitated the Eastern retention regions call flow for experience.Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standar1ds.Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.Implemented policies and standard operating procedures and managed quality, customer service and logistics.Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.Improved morale and management communication by creating employee recognition and rewards practices.

Lead, motivate, coach & developed a high performing team to sell and retain AT&T products and services. Utilizing a structured performance management process to increase individual and team sales revenue, service, quality assurance, productivity, customer satisfaction, and service order accuracy.Wrote and implemented the entire open and closing verbiage for the entire retention department region.Lead in developing and implementing best practices in Sales and customer service needs.Advice, educate and train sales force on new product, service features andpricing plans.Spearheaded the achievement of monthly goals through knowledge of sales channels, forecasting, functions, and strategic planning. Increased company revenues by strategizing with employees on critical focus items developing words and behaviors that work.Effectively improved performance metrics with verbal communication, industry knowledge, as well as creating incentive programs.Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.Administered tracking systems to monitor completion of compliance training across the organization.Hired and trained service department staff to drive performance. Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.Recognized as 2013 Leadership Award Recipient, Broadband Internet sales Winner, and Top HBO Regional United Way coordinator for AT&T driving campaigns and the United Negro College Fund

Consulted with customers through online systems to recommend AT&T products or services, take or enter orders, cancel accounts, or obtain details of complaints. Responsible for meeting and exceeding sales, productivity and customer satisfaction objectives.Achieved 2015 1st and 2nd Quarter national top 5% awardRecognized as 2013 Leadership Award Recipient, Broadband Internet sales Winner, and Top HBO network package Award Recipient.Worked closely with stakeholders to identify business issues.Established quality standards and performed work according to project schedules.Coordinated with appropriate departmental staff members to assign proper procedures for project implementation and strategic aim. Collaborated with stakeholders to contribute recommendations and deliver client objectives.Consistently exceeded sales goals such as Access lines/Winback, internet, Satellite, Security, and U-Verse while operating effectively improving profitability.Center Team Lead responsibilities for supporting Center representatives to on Company method and procedures, sales practices, customer escalations, Peer coaching to improve sales and service metrics, Center incentives to improve marketing sales campaigns to ensure commitments to stakeholders Promoted from Senior Consultant to CRM Manager, in less than 12-months.