1. Monitors contact volume for multiple queues in multiple locations and moves agents into and out of queues in a timely manner to coordinate and distribute volume based on staff availability and skill level to support the optimal utilization of resources.2. Analyzes data, including but not limited to customer support performance as well as internal and external customer feedback to identify trends and/or patterns.3. Provides regular operational, financial and statistical reports, most in an Excel format, to the Sr. Management team. Makes recommendations regarding opportunities for improvement where appropriate.4. Addresses telephone and telecommunication issues for the company. 5. Researches and recommends enhanced customer support methodologies through the Company’s service delivery systems, including phone, email, chat and SMS response systems and technologies.6. Participates in testing of enhancements. Scope of involvement may include creating / identifying test scenarios, developing scripts, executing tests, documenting results and measuring impact of enhancements. Chat, SMS, etc.

Research, discover and develop net-new Hewlett-Packard business for Insight Public Sector. Meet and collaborate with HP field reps and Insight Public Sector field reps for all regions.•Successfully implemented field engagement program between Insight and HP.•Coach, mentor sales reps and Business Development Associates.•Schedule, present and follow up on field sales calls with account reps and sales Directors. Engage appropriate resources to close sale.•Develop shared sales revenue and pipeline reports for department, company and partner management teams. Set monthly and quarterly goals.•Create and develop targeted account planning for sales reps and management.

Research, discover and develop net-new Enterprise business for the Western region. Meet with C-level IT contacts. Meet and collaborate with manufacturer reps for all Western region accounts.•Successfully closed significant new business with Franklin Resources, Ross Stores, Kingston Technology, Hot Topic, Broadcom, and Dreyer’s Ice Cream.•Developed 3 of the top 8 accounts for Insight's #1 rep in Enterprise West.•Successfully started new Business Development team. Team was directly responsible for $750k in net-new business for Q2 2005.

Find, create and develop new synergistic business relationships by becoming a trusted advisor to our clients.

Responsible for leading a team of account executives in outbound telesales to Fortune 1000 clients including Delphi, Coors Brewing, Raytheon, Commonwealth Edison, 3M, Mead Paper. Establish new business relationships within our target markets and execute our corporate sales strategies.

Empire ranks among the top Caterpillar dealerships in the world. The company has more than 1400 employees in a territory that includes Arizona, SE California, and parts of Northern Mexico. Responsible for sales of material handling equipment and parts into new and existing clients in the East Valley and Central Arizona. Successfully partnered with Phelps Dodge, Asarco, Pimalco, Superlite Block, Mesa Cold Storage and other Arizona clients to meet their material handling requirements. Successfully started the company’s first outbound telesales program to augment field sales and services sales.