- Developed service level standards focused on reducing response times to provide high customer satisfaction- Established policies and procedures that produce high quality customer service delivery and practices- Implemented systems to capture and report on service metrics, customer feedback and trends on service issues

- Create and execute strategic sales plan taking in consideration a limited infrastructure of a local company. Main goal was to transform a local BPO company into a successful top regional outsourcing company- Create from scratch an efficient, fluent and productive sales pipeline for the B2B market- Identify client needs and suggest appropriate products/services- Researching organizations and individuals to find new business and partnership opportunities

- Aligned procedures to the policies and regulations of the main office located in NY- Improved quality and data entry accuracy from 68% to 98.4% in 30 days- Helped reshaped CRM in order to have predictable data and start with the development of KPI’s- Evaluated performance and coordinated workflow with the sales and closing department.

- Restructure a local scale sales operation from the ground up; duties include establishing dialing strategies, KPI’s, as well as developing sales training and productive feedback sessions- Implement different lead sources: SEO, social media leads and automatic dialing outbound campaign and introduction to the B2B market- Successfully retrained entire staff, including agents with no prior sales experience

- Prepared new sales representatives by conducting orientation to sales process; developing individual coaching plans; providing resources and assistance; scheduling orientation drive-alongs with senior representatives- Determines training needs by coexisting with sales representatives; observing sales encounters; studying sales results reports; conferring with sales managers.- Developed individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.- Updated job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.