Roy Baez Email & Phone Number

Los Angeles Metropolitan Area

Managing, developing and improving the productivity of employees by implementing and leading training, engagement, feedback, and performance management programs. Responsible for composing company wide communications, ensuring professionalism, thoroughness and universal understanding. Developing and managing of company culture related initiatives, ensuring a positive and inclusive work environment and experience.

Greater Los Angeles Area

Responsible for improving the productivity of employees by implementing and leading training, engagement, feedback and performance management programs. Collaborating with Managers and team leads to assess the company-wide development needs that drive training initiatives, including identifying and arranging suitable training solutions for employees. Management of employee engagement surveys, feedback and performance systems, and learning management tools.• Coordinating of annual training and development needs assessment• Coordinating annual audit of job descriptions and job classifications• Obtain, develop and coordination of effective training materials• Training and coaching Managers, supervisors and others involved in employee development efforts• Development and maintaining of organizational communications to ensure employees have knowledge of training and development events and resources

Glendale, Ca

Developed and ensured exceptional operational support practices tied to direct marketing campaigns, supporting field and inside sales teams across 17 states, while leading 15 direct reports.•Managed high volume order submissions and fulfillment, resulting in 12 consecutive months of goal achievement by coordinating team. •Created sales and advertiser facing communication strategies, including email templates and tool instructional/branding copy, for high profile, companywide product re-launch. •Determined and met departmental KPI’s and SLA’s related to order fulfillment & account management.

Reported to VP Sales / Marketing & VP Finance Operations. Developed and ensured exceptional operational support practices tied to products, tools and advertiser online marketing campaigns, while leading 7 direct reports, including Sales Coordinator, Ad Trafficking and Customer Service teams.•Create support processes, documents and facilitated training to support online and mobile advertisers and products. Improve sales submission and enrollment processes, resulting in expedited same-day campaign launches and 75% decrease in sales submissions errors, while ensuring guideline compliance.•Develop flow, support processes and ongoing iterations related to online enrollment tools and flow, allowing removal of method of payment information and critical advertiser data capture in hard copy format culminating in payment card industry regulation compliance and 50% deduction in enrollment time.•Collaborate with Technology, Product, Sales Training and Marketing teams in development, roll-out and training of new products, tools and promotions, improving enrollment processes and ongoing product and customer support.•Established, managed and supervised QA testing of new products, tool roll-outs and ongoing iterations, ensuring seamless and successful launch.•Lead sales coordinating team to 70+ consecutive successful month end closures, consistently meeting calendar/fiscal deadlines.•Maintained highest promotion and lowest turnover percentages among direct reports companywide by fostering employee relationships, facilitating ongoing development and promoting visibility of direct reports.•Manage 3rd party relationships, ensuring expedited launch and proper management of multiple products and advertiser campaigns, including SEO, SEM, merchant video and call tracking.•Produce operational, tool, product and marketing support guidelines; provide operations training to new/existing sales and technology departments, ensuring proper understanding of policies and processes.

Manager, Sales Operations 2007 – 2009Reported to VP Finance & VP Inside Sales. Managed 20 direct reports including Sales Coordinator, Ad Trafficking and Customer Service Teams. Ensured successful launch and ongoing support of online advertising campaigns, legal / policy compliance and advertiser dispute resolution. Managed and supervised QA testing of new product and tool roll-outs and iterations.•Led cross-country sales coordinating team in high-volume sales processing, guideline compliance assurance and cross-training, resulting in 24 consecutive timely and successful month end closures.•Identified, implemented and managed key support processes related to staffing and sales processing, including seamless centralization of sales coordinating team and ongoing iterations of sales enrollment documents.•Partnered with project and product managers in identifying and developing new products, sales processes and campaign management tools, identified and developed needed sales support tools updates and process flows to better facilitate company, product and sales initiatives.•Managed and supervised QA testing of new product and tool roll-outs and iterations.•Recognized with highest promotion and lowest turnover percentage among direct reports companywide.•Recipient of CEO Recognition Award for successful expedition of high profile company initiative, involving training, processing, management and completion of product conversion to new platform, while achieving zero interruption to advertising campaigns, maintaining of employee moral during extensive overtime requirements and project completion ahead of schedule.•Led Customer Service team in cross-country relocation successfully, including hiring and training of Customer Service representatives, ongoing management of Customer Service team, developed best practices, FAQ’s, retention and incentive processes, improving company BBB rating from C- to A+.

Operations Training Manager 2006 – 2007Reported to Director of Operations. Developed and presented training curriculum on operational processes supporting company products, policies and initiatives. Led large participant on-site classroom, WebEx and one-on-one training to company employees nationwide.•Acknowledged expert for operational guidelines and policy due to advanced understanding of product, policy and support tools.

Reported to Director of Sales. Handled high-volume new advertiser enrollment and ongoing campaign management.•Ensured operation and legal compliance with sales support and data entry, via detailed review of sales support for accuracy, rate card compliance, meeting of legal standards and market / category optimization.•Supported field and inside sales team with operational best practices and policy verification through in person, phone and email communications.