Leading marketing, sales and support teams to drive company growth across all segments including residential, business and builder. Developing and implementing strategies to engage and enable employees and customers to execute our vision to protect people and property in our communities.

Providing solutions for businesses to optimize profits and improve performance to businesses of all sizes in the areas of marketing, sales, operational strategy, planning and execution. Services include:- Identifying strategies to attract new business and grow existing client relationships through marketing strategy and execution, sales strategy and planning.- Analyze current business operations to develop solutions for increasing profits and expanding opportunities.- Working with companies to improve customer and employee experiences to optimize profits.Providing solutions for businesses to optimize profits and improve performance to businesses of all sizes in the areas of marketing, sales, operational strategy, planning and execution.

P&L responsibility for the Florida Division of American Residential Services including eight individual HVAC and plumbing businesses. Recruited new talent to the organization driving year-of-year improvement in revenue and profit.

Created and executed strategy for inside sales, retention, and collections functions. Led over 1,500 employees and partner resources managing $70,000,000 expense budget, improving revenue through amplified sales production and increased customer retention. Recruited outside talent and developed existing team, shifting to performance-based culture of continuous improvement.- Oversaw company-wide proactive and reactive retention activities and budget driving significant improvement in voluntary customer attrition during initial year.- Re-engineered customer retention practices to improve attrition through improved acquisition and retention practices.- Led collections team to improve contact strategy and effectiveness resulting in 18% decrease in receivable aging with no increase in cost per subscriber.- Formed culture of collaboration with senior cross-functional leaders to garner support and resources driving improvements in reporting, analytics and decision-making across the company.

- Overhauled sales centers through change of culture, metrics, talent, process and technology to grow revenue contribution double digits year-over-year.- Created scorecards and revamped metrics to drive performance to achieve company metrics.- Grew sales through lower cost channel by 20% in the first year while improving revenue per unit metrics more than 11%.- Increased sales capacity and effectiveness through site expansions, talent development, and process/technology improvements.- Created transparency and shared goals with marketing team to ensure increased alignment and accountability ensuring culture of continuous improvement.- Designed and executed a leadership development program and methodology to build sustainable processes and success measures for front line leaders in sales and retention centers.- Restructured team to improve accountability and agility, creating a sustainable performance-based culture resulting in improved performance and quality.

Responsible for execution in DIRECTV's inbound and outbound sales centers for acquisition, retention and upgrade programs in DIRECTV's residential and business space. Exceeded sales goals and improved revenue contribution in acquisition by twenty percent year over year. Responsible for 28 sites handling over 32 million calls annually.

Responsible for driving 30% of sales distribution, managing a $50 million annual direct marketing budget and leading sales support operations and customer retention programs. Led diverse team of sales, operational, marketing and project management professionals to develop and execute strategy.

 Grew sales team from 30 internal to 150 sales people with a blended strategy of insource and outsourced sales centers. Negotiated pay-for-performance contract with outsourced call center to deliver sales results with increased scalability. Created a new sales channel through implementation of strategy to drive calls from website to call center with higher closing ratios lowering overall costs per sale. Selected and implemented a customer-facing online chat platform and initiated a team to increase conversion of web visitors resulting in 1K new sales per monthContinual optimization of response program and strategy to reduce costs and improve performance including development of new models to better target prospects.

 Responsible for customer operations, telesales and web sales as well as direct marketing through direct mail and paid search activity. Responsible for all facets of operations including budgeting, staffing, strategy and performance in programs of market support, technical support, general care, VoIP product support, training and customer lifecycle programs. Led conversion activities migrating customers across technology platforms requiring device swaps while minimizing churn, customer impact and company cost. Overhauled and automated forward and reverse logistics processes to ensure accuracy and visibility across the organization. Managed over $20 million in device inventory. Constructed a device refurbishment program including testing, repackaging and tracking resulting in over $5million cost savings in 2008. Managed outsourced call center operations and training programs providing redundancy and scalability and 25% cost reduction over insourced operations. Initiated direct response marketing program for Clearwire paid search, direct mail and alternative media programs driving more than 70% of the call center sales volumes.

 Senior operations executive responsible for blended insourced and outsourced support teams. Over 1000 employees in a blended insourced/outsourced environment. Developed a telesales program to drive low cost sales and drive. Over 2 million customers. Responsible for all facets of operations including budgeting, staffing, strategy and performance in programs of market support, wireless number portability, web care, corporate/government program account support, technical and data support and customer lifecycle programs. Doubled gross add contribution of company’s lowest cost sales channel through managing marketing efforts, improving sales performance, streamlining the sales process while minimizing cost per gross add. Planned and executed revenue enhancements to repeatedly increase average revenue per unit by $1 during several quarters to achieve highest ARPU in the industry. Managed a team of 14 front line managers, project managers and over 250 representative for performance, efficiencies, information distribution and other operational duties. Managed vendor for inbound and outbound customer contact handling over 50% of call volume and ensuring efficiency, attainment of metrics and high customer satisfaction. Developed and implemented automation initiatives decreasing customer calls from 35% to 28% year over year. Mentored new and seasoned managers to build skills, relationships and leadership to improve overall work environment measurement by 10% in a 12 month period.