Sally Bramston Email & Phone Number

Jacksonville, Florida Area

Reports to Vice President of Connection. Serves as the Director of Resource Center Operations for the warrior facing call center, Registration and Operation Outreach programs.• 3MM budget responsibility; managing a team of 6 direct reports and 45 indirect reports.• Responsible for the Resource Center’s tactical execution/implemention of the WWP strategic plan focused on providing warriors and family members with information and connection to WWP’s programs and services in addition to information & referral services• Provide leadership and ongoing development to ensure that team is motivated in a highly demanding and changing environment• Develop leadership within the team by coaching and optimizing the effectiveness of resource center managers• Direct the Resource Center operations for inbound and outbound servicing, technology related initiatives, operating best practices and training• Responsible for evaluating and developing strategic recommendations for the organization’s customer access strategy and determine Resource Center operational strategies• Create customer-service standards; contribute information and analysis for program strategic planning and review• Prepare call center performance reports by collecting, analyzing and summarizing data and trends• Identify and implement optimal workforce management solutions to meet program goals• Strong ability to communicate with other departments, especially as it relates to troubleshooting issues and positioning for new enhancements and development of services• Proactive involvement in contract negotiations, vendor selection and support, and change management strategies• Manage overall Resource Center budget and development• Responsible for managing a portfolio of projects• Implemented quality, training curriculum and workforce planning protocols.• Created a culture of trust and open communication.

Indialantic, Fl

Report to Regional Account Director. Served in account management role, expanding existing territory and clientbase. Establish new territory of physicians to prescribe ART Rehab products to patients. Present informational seminars to physician practices and large medical groups and manage all interactionsbetween Physician, Patient and Medical Equipment supplier. Create monthly reports documenting patient satisfaction. Manage call center vendor in support of media response.

Melbourne, Florida Area

Reported to Site Director. Served in hybrid account management/operations role, managing multiple inbound andoutbound marketing programs for a major automotive manufacturer. Responsible for growth of existing programs,profitability, and operational excellence of all programs. Served as Operations Subject Matter Expert for all new salesinitiatives. $5MM budget responsibility; managed 6 direct reports and 150 indirect reports.Sally Bramston Resume – Page International experience includes Canada, Scotland, and South Africa. Grew annual revenues from $1MM to $5MM. Moved agents away from a scripted environment to giving them more leverage to assist customers, improvingC-Sat scores from 65% to 91%. Designed and implemented employee retention initiatives, improving employee satisfaction from 40% to 80%,achieving the highest retention rate in the center’s history. Improved outbound contact rate from 7% to 60%+ in 30 days; incremental vehicle sales increased by 10%. Responsible for conducting quarterly business reviews to internal and external executive leadership teams,outlining achievements, process improvements, and cost analysis. Previous Percepta roles included Project Launch Manager

Sydney, Australia

Reported directly to Owner. Managed 20 internal inbound/outbound call center operations. Responsible for staffing,training, operations, inside sales, quality, HR, IT, and facilities. Created all objectives and processes in a previouslyunstructured environment. Managed 1 direct report and 20 indirect reports. Marquee clients included Mentos, Guylain, Werther's, Ricola, Ernest Hillier Chocolates, Tabasco, and AltardisCigars. Met all service-level goals and handle times, improving C-Sat score from 65% to 80%. Developed positive and constructive success-oriented culture. Key driver in seamlessly transitioning new technology platform, improving operational efficiencies andreducing 20% abandoned call rate to 3%.

Greater Denver Area

Reported to Director of Client Services. Primary point-of-contact in providing support for strategic clients.Responsible for client management and driving embedded revenue. $10MM budget responsibility; managed 7 indirect reports. Previous TeleTech roles included Assistant Account Executive and Call Center Administrator.