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YESCO | Senior Sales Manager B2B lighting service company. Began with a territory valued at $0 and built a successful book of business that generates $100K/month. Work directly with client decision makers in an outside sales, prospect-heavy role. Closed new contracts with commercial companies and currently ranked #4 in the Southwest. Negotiated a $150K recurring revenue deal with the Carioca Company in the middle of the COVID pandemic and a $250 deal with ShopCore on the FLW Spire in Scottsdale.

Managed the contact center with integrated voice system (IVR), online banking, chat, physical and electronic document management, interdepartmental distribution, member correspondence, and a team of 15 employees. Lead team member on core systems integration. Demonstrated knowledge of customer service teller procedures, new account procedures, banking products and services, opening and closing accounts, loans, and telephony / call routing. - Found huge opportunities for improvement and… Show more Managed the contact center with integrated voice system (IVR), online banking, chat, physical and electronic document management, interdepartmental distribution, member correspondence, and a team of 15 employees. Lead team member on core systems integration. Demonstrated knowledge of customer service teller procedures, new account procedures, banking products and services, opening and closing accounts, loans, and telephony / call routing. - Found huge opportunities for improvement and after restructuring work flow and job function, developed new KPIs to track efficacy of changes and to better align job function with credit union mission, transitioned from call volume metrics to lead generation, customer service, and new accounts in addition to implementing a new IVR and introducing self-service options.- Handled 1.5K calls/day and increased new deposits by 70%- Drove down escalations from 5 per day to 5 per week- Transformed the contact center from purely customer service to a true profit center that generated an extra $1M/year in revenue- Decreased overall traffic 50% and fully digitized incoming correspondence as well as set a 24-hour response turnaround- Lifted deposit volume up to $5M/year with a focus on customer retention and new customer acquisition- Reduced customer churn from 10/day to just 1 or 2, a decrease of 80% to 90%- Transformed call center performance from last to 1st place out of 13 business units (raked #1). Achieved the highest NPS scores and set a new company record at 95% overall customer satisfaction. Areas measured included Time to Resolve, Customer Satisfaction, and Satisfaction with Resolution- Dramatically improved employee satisfaction and reduced turnover from 40% to less than 5% Show less

Supervised 12 employees and tasked with managing the federal student loan process for 3.6K students attending Axia College. Oversaw $30M in P&L and delivered the division’s lowest loan delinquency rate. Served as 1 of only 2 regional hiring managers for a region of 900 employees.

Multi-service residential swimming pool company that maintained optimal water quality and equipment performance for 100 local pools.• Grew to 300 thousand annual sales through a combination of acquisition, marketing and referrals• Developed relationships and won contracts with local builders for service and equipment installation business• Managed all facets of the business including Profit and Loss, Accounts Receivable and Marketing

Wine enthusiast web portal connecting wine lovers with their favorite Napa Valley wineries and enabling the sale of limited quantities of wine directly out of the winery tasting room. • Helped design website user interface using data gleaned from customer focus groups and other website analytics• Worked closely with beverage and VC council to develop a legal brokerage model for internet wine distribution• Recruited industry experts and sommeliers to collaborate on wine… Show more Wine enthusiast web portal connecting wine lovers with their favorite Napa Valley wineries and enabling the sale of limited quantities of wine directly out of the winery tasting room. • Helped design website user interface using data gleaned from customer focus groups and other website analytics• Worked closely with beverage and VC council to develop a legal brokerage model for internet wine distribution• Recruited industry experts and sommeliers to collaborate on wine education deliverable Show less

Oversaw and coordinated all operations of a branch. Duties include hiring staff and heading the onboarding and staff training process, building rapport with customers and the community, creating and implementing strategies to improve productivity and sales performance in efforts to achieve the financial targets of the branch• Managed a team of 50 bankers and 4 branches in the San Francisco market• Helped design and implement regional sales initiatives that were proven to increase… Show more Oversaw and coordinated all operations of a branch. Duties include hiring staff and heading the onboarding and staff training process, building rapport with customers and the community, creating and implementing strategies to improve productivity and sales performance in efforts to achieve the financial targets of the branch• Managed a team of 50 bankers and 4 branches in the San Francisco market• Helped design and implement regional sales initiatives that were proven to increase deposit and loan business• Maintained branch sales and profitability in the top 5% of California branches and awarded branch manager of the year Show less