Nancy Carbone Email and Phone Number

Responsible for generating organizational revenue goals and managing a sales team for Parlevel Systems in a business-to-business setting. In charge of leading sales by generating business plans, meeting planned KPIs, coordinating business leads, develop and implement campaigns along with business development and the marketing team. In charge of overseeing the sales team and managing the day to day activities and expectations to achieve quality, productivity, and sales goals.

Senior Inbound Sales Director for 2 call centers in the LA Market, CA - 07/2014 - 04/2018 In charge of strategic planning, development, staffing, management and financial performance of two Inbound Sales sites in the LA market generating over $1.5 million in core sales monthly. Managed and coordinated action plans for daily operations, established work priorities and ensured customer inquires were handled effectively while meeting cost, productivity and quality goals. Directed project management efforts cross functionally to support Executive - level efforts related to KPIs, Self Installs, code automation, etc. Fully in charge of overseeing all site-level Operational Strategies including - Work Force, ER/HR matters, Training, Recruiting, and site leaders. Orchestrated turnaround of sub-standard site performance, achieving or exceeding all key measurement parameters: - Improved sales Yield and Revenue by over 7% year over year - Achieved and exceeded aggressive sales goals MoM - Achieved MoM call volume handled expectations at 100%+ - Met and exceeded budget expectations - analyzed and controlled expenses - Exceeded and improved employee attrition goal between 5%-7% year over year - Orchestrated the expansion of one site (additional 30 seats) and converted Retention agents (100 agents) to Inbound Sales Implemented employee recognition programs improving staff and sale performanceDeveloped and implemented sales training modules, QA processes, etc. in both English and Spanish to enhance sales and customer excellence.Developed and implemented process and/or operational improvements to enhance efficiency and effectiveness of operationsChampioned the Enterprise Easy Connect project yielding over 3% growth in self installs for the enterprise MoM

Manager, Retention (250 seats) - Culver City - Time Warne Cable March 2012 to 2014In charge of managing a Retention team ( 7 supervisors) in a fast pace - high call volume site - Improved MRR from $10.87 to $8.90 - Achieved 98.5% on PSU Retained % - Culver City Retention became amongst the top R3 site with the lowest average PSU’s lost per call handled Increased revenue through up-selling and cross-selling missing core products to existing customersDeveloped effective retention strategies and content that proved value and return on investment Effectively communicated and provided feedback to the Executive level leadership the need of enhancing new marketing campaigns to retain and increase the customer base Developed floor and help desk support to assist agents with real time customer escalations and questions

In charge of managing a team of 7 supervisors (over 120 agents) handling high call volume care calls - billing, technical issues and collections for the LA Market - Improved CSAT scores from 70% to 90%+ - Increased Care - sales conversion rate from 2% to 5% - Advocate of improving Service Level from 70% to 90% - Improved Collection rate from 70%-90%+ - Improved In Bound Collections - Dollars Collected from 900K -2.5MDesigned and implemented a Help Desk and comprehensive floor support to provide agent assistance and handle customer escalations real time In charge of managing the entire collections team (65+ employees) in ensuring all collection efforts were handled professionally and with the outmost care Developed collections and care training modules to ensure best care and collection techniques were executed by agents and supervisors In charge of handling and addressing all employee concerns and issues

Outsource Manager (domestic and overseas) 2007-2008Manager Retention and Inbound Sales (250 seats) 2005-2007 Manager of Customer Service (250 seats) 2002-2005 Manager of Dispatch 2001-2002