Mike Maher Email & Phone Number

Broomfield, Co, Us

Directing a team of up to 28 inside sales and customer service representatives that are responsible for presenting Waste Management’s products and services to commercial customers in Colorado and Utah. • Increased “First Haul” Sales Revenue by 211% from 2009 to 2012 ( $1,253,462 in 2009, to $2,654,214 in 2012)• Effective recruiting, hiring, training, and scheduling of representatives.• Creating and assessing strategies to manage Key Performance Indicators including: Abandonment Rate, Average Speed of Answer, Average Handle Time, and Revenue Per Call.• Inventing and implementing a compensation program that rewards performance without exceeding budget.• Monitoring, coaching, motivation and development of agents.• Improving call center processes and procedures.• 2012 Circle of Excellence recognition program winner for top sales performance.

Managed up to 15 direct reports including 5 inside sales representatives, a supervisor, application processers, underwriters, reporting managers, and real estate specialists. Also provided program management of external vendors including two 24/7 call centers, and two franchise distribution centers. • Developed creative calling campaign for sales resulting in 9 additional franchise sales in the first 6 months of the program. • Improved call center processes and procedures resulting in higher “application to lead” ratios from 20% in 2007 to over 40% in 2008.• Streamlined staff, increased productivity, and significantly reduced department expenses by over $100k per year by implementing new procedures to move paper intensive processes to new CRM system. • Managed entire sales process from initial franchise inquiry, lead qualification, contract negotiations, underwriting, working with the legal team to executing new store openings.

Managed a team of up to 13 business-to-business account managers serving over 6,000 Qwest small business customers supporting their sales and service needs for voice data products.• Exceeded goals in 2002 by increasing sales revenue from $200,000 per month to over $325,000 per month.• Effectively recruited, hired, trained, and motivated call center sales associates.• Recognized as Top Manager in 2003 for exceeding quota by $175,000 per month.• Top Producing team in the nation for conversion of existing customers to Qwest Long Distance Service.

Directed 24 employees and managed operations for the Call Center for this firm specializing in political surveys and outbound sales campaigns for companies such as AT&T, Wells Fargo, and MCI Worldcom.• Hired, trained, developed, and motivated 24 inside sales associates and 2 sales supervisors.• Managed all operational aspects including; lead and dialer management, scheduling, budget and staffing.• Optimized call center productivity by creating new promotions, customer incentives and improved sales scripts. • Consistently surpassed program expectations while remaining within budget restrictions.• Productively worked in concert with clients throughout account lifecycle.

Managed Sales and Customer Service for inbound and outbound Call Centers. Sales include long distance, wireless, and internet products.• Managed a staff of 4-6 supervisors, 2 trainers, and 140 representatives with responsibility for recruiting, hiring, training, and developing staff. • Integral team member in facilitating new call center openings in Colorado Springs, CO and Phoenix, AZ.• Recognized for creating unique employee incentives programs thereby increasing employee motivation and employee retention.• Circle of Excellence/President Club award winner 40 out of 52 quarters, for performance in the top 5% of the company.