Ron Bourque Email & Phone Number

Peachtree Corners, GA

Peachtree Corners

Atlanta, GA

• Led multiple teams in a call center of 160 front line agents, 6 supervisors, and various support staff including workforce management, training, and administrators
• Successfully created and launched both the Retention and Collections departments providing focus on customer base growth and AR increases
• Developed business rules, commission/incentive plans, staffing models, quality assurance guidelines, and training material for multiple campaigns (Sales, Retention, Collections… Show more
• Developed business rules, commission/incentive plans, staffing models, quality assurance guidelines, and training material for multiple campaigns (Sales, Retention, Collections, Customer Service)
• Grew Retention team from an expectation of 16% retention to an actualization of 30 - 35% retained customers through training, best practice development, and increased accountability
• Held key position as subject matter expert for the retention department in a Six-Sigma Black Belt project, providing and analyzing historical data with focus on retention process improvement

Owings Mills, MD

• Oversaw daily operation of Inside Sales for the Baltimore/Washington Region Sales Center
• Led Inside Sales Agents to exceed projected sales revenues through ongoing training and meetings
• Revitalized creative sales strategies to become the number one creative sales (outbound) producing center in the company
• Proved the centralization a call center offers is a successful model

Owings Mills, MD

• Maintained the highest sales closure rate in the company at over 80%
• Created the first Contact Center Sales AS-400 Systems Training manual and New Hire curriculum, streamlining the on boarding process
• Successfully facilitated new hire training classes using said curriculum
• Initiated contact when the Center absorbed sales responsibility from Branch Offices to communicate expectations, business rules, and provide a smooth transition

Westminster, MD

• Improved Inside Sales revenue for the location by more than 50% using skills developed in prior experience with customer interaction
• Created additional revenue via creative calling opportunities as well as up-selling of other services
• Set Inside Sales records for the Branch Office as well as for the Region

Webster, TX

• Performance leader for inbound and sales of permanent high efficiency electrostatic air filters and stand alone HEPA filtration units
• Proactively supplemented inbound revenue with referrals
• Trained with on-site manufacturing division on product production in order to increase product/company knowledge
• Fostered customer relationship with a local aerospace facility in person to land the largest single sale/order in the company history

Webster, TX

• Engaged customers to build excitement and value in recreational activity/equipment at home
• Sold and educated customers on pools, spas, saunas, game room tables, bars, etc.
• Certified to utilize chemicals and machinery needed to perform various kinds of water testing for safety, diagnosis, and solution/product recommendations