Responsible for the sales, customer service, compliance, and operational performance of the Consumer Sales and Service Center (CSSC) totaling up to 10 direct reports and 140 indirect reports. Built, and fostered, a coaching culture with emphasis on live engagement, support, and guidance and inspected adherence to behavioral expectations to hold employees accountable.  Improved sales/operational results during the 2nd half of 2017 and YOY 2018:• Increased Internet Close Rate by 25.2% and 21.2% respectively. • Improved Life on FiOS Take Rate by 25.2% and 22.3% respectively. • Augmented Net Revenue Attainment by 6.4% and 5.4% respectively. • Lowered Post-Billing Adjustments by 5.7% and Transfer Rate by 11.0% YOY 2018. Instituted an employee-first culture of transparency and support that provided employees with direct voices to management for questions, issues, and feedback that led to improved morale.  Created and implemented recognition programs designed to showcase the top performers via email, trophies, and awards that led to significant increases in effort and performance.  Established a mentoring program that reduced TL onboarding time by identifying future leaders, developing leadership abilities, and implementing the skills in real-life scenarios.

Responsible for the sales, customer service, compliance, and operational performance of B2B and consumer teams totaling up to 7 direct reports and 84 indirect reports. Developed strategies to maximize activation and revenue growth through inbound and outbound initiatives while focusing on supervisor capabilities to improve productivity and efficiency. Created and maintained an energized, positive, driven, and team-oriented culture centered on real-time coaching and feedback. Managed B2B sales pipelines and call flow execution effectively which resulted in #1 attainment on the Telesales B2B Scorecard for three consecutive years (2014 – 2016). Top Senior Manager in Net Quota Attainment in 2014 and Top 3 in 2015 and 2016 by holding employees accountable to behavioral expectations. Established leadership structure that led to consistent best in class results in Equipment Discounting, Credits, and Lost Shrink. Earned two quarterly NPS banners by creating, and ensuring utilization of, a call flow checklist.  Led hiring initiative to increase HC by approx. 75% and onboard new employees within 8 weeks.  Developed 9 direct reports for successful promotional and/or lateral roles.

Responsible for the sales, merchandising, customer service, and operational performance of up to 75 retail locations staffed by vendors and/or contractors. Developed and implemented strategies to maximize productivity at retail locations, conducted frequent store visits to evaluate kiosk effectiveness, and created marketing plans to generate traffic to the locations. Received the 2008 Telecom Leader’s Circle award for creating and implementing a new staffing model that lowered cost of acquisition for new customers. Earned 2008 Diamond Club for Net Sales Attainment by supporting vendor leadership through joint training initiatives.  Partnered with, and held accountable, vendor management and contractors that resulted in leading direct retail productivity metrics nationally in 2010.

Utilized frequent store visits to observe, coach, and motivate store managers and personnel in an assigned district to exceed quota and KPI targets with responsibilities including sales, merchandising, customer service, and operations. Created a high-energy culture of teamwork, support, and recognition that led to improved morale and productivity in the stores. Introduced a sales guide for reps to follow during customer interactions that enhanced pull-through sales. Instituted an “all-hands on deck” initiative during peak business that increased KPI results and customer satisfaction. Crafted and employed an opening and closing checklist that enhanced operational compliance. Enacted inventory and cash management controls that lowered shrink and cash shortages.

Oversaw a staff of up to 35 employees encompassing sales, administrative, and technical positions at four different locations with a focus on meeting and exceeding monthly store sales quota. Improved productivity at NYC 86th St. store to achieve Level 1 status for Verizon corporate locations. Led NYC 34th St. store to #1 finish in new activations nationally and Top 10 consistently at 34th St. and White Plains during my tenure at both locations.  Improved operations of the White Plains store and passed the last 4 Field Audit Reports before promotion.