• Develop and implement operational strategies that align with the company’s goals and objectives.• Analyze and optimize lead generation processes to maximize efficiency and productivity.• Lead, mentor, and manage a team of operations professionals, including sales development representatives, lead researchers, and data analysts.• Set clear performance expectations, conduct regular performance reviews, and provide feedback to team members.• Track and analyze key performance indicators (KPIs) to evaluate the effectiveness of lead generation efforts.• Prepare and present regular performance reports to the executive team, identifying areas for improvement and growth opportunities.• Streamline and improve operational processes, including lead sourcing, qualification, and handover to the sales team.• Oversee client onboarding processes and ensure a seamless experience for new clients.• Manage relationships with key clients, providing regular updates and addressing any operational concerns.• Develop and manage the operational budget, ensuring cost efficiency and effective allocation of resources.• Ensure the accuracy, completeness, and quality of data generated and maintained in the CRM and other systems.• Ensure compliance with industry regulations, data privacy laws, and company policies.

• Directly lead, train, and manage 7 team leaders, overseeing their daily activities and ensuring alignment with organizational sales goals• Spearhead big data preparation and segmentation initiatives to enhance retargeting efforts and improve team effectiveness in achieving higher conversion rates• Generate detailed daily, weekly, monthly, and yearly reports and analyses covering all business indicators at both agent and team leader levels• Analyze daily performance indicators and customer behavior to accurately forecast sales and adapt strategies accordingly• Establish and continually refine processes to ensure efficient data management and smooth operations within the call center• Vigilantly monitor and control daily sales trends and team performance to ensure sales targets are consistently met and exceeded• Design and administer effective performance-based incentive programs that align with the company's objectives and foster a high-performance culture• Ensure the delivery of high-quality customer service across all interactions.• Manage the call center budget, controlling costs while maintaining service quality.

• Oversaw daily operations for 20 sales agents, with responsibilities expanding to managing 100 agents, including promoting and supporting new team leaders• Supervised overall sales performance and implemented process enhancements to maximize efficiency, while establishing and monitoring daily, weekly, and monthly sales targets• Conducted comprehensive system and sales training for new hires and continuously mentored existing team members to boost productivity and service quality• Set up and adjusted sales machinery and systems to meet specific operational requirements and achieve optimal performance• Generated detailed sales and calling reports, analyzed data, and presented findings to senior management to inform strategic decisions• Performed data extraction and analysis using advanced Excel functions to guide sales strategies and team distribution

• Identified issues, analyzed information, and solved problems effectively to maintain service standards and customer satisfaction• Performed duties in accordance with all applicable standards, ensuring consistent quality and adherence to company policies• Managed the incoming queue of calls to align with available manpower, optimizing response times and customer service efficiency• Set comprehensive schedules for the entire Inbound team to meet call volume estimates and ensure seamless operation• Prepared daily targets based on products aired live on TV, aligning team objectives with current marketing and sales strategies

• Opened new accounts by documenting personal and address details, ensuring accurate data entry and customer record maintenance• Provided customer care services through incoming calls, understanding customer issues, and resolving them efficiently to ensure satisfaction• Informed customers about available products and services, persuading them to place orders by highlighting benefits and features• Engaged in cross-selling and up-selling during initial customer interactions to maximize sales and enhance the overall customer purchasing experience