Thomas Cottrell Email & Phone Number

Clermont, Fl, Us

Orlando, Florida, Us

Directed the growth and transformation of the inbound Call Transfer department. Navigated the growth of incoming call volume from 1.3 Million calls per year in 2018 to 1.9 Million calls in 2019. Expanded the at home work program from 7% of staff to 100% during the shutdown period from March to June 2020. Since June of 2020 I have increased sales conversion from 5.5% to 8.5% in our at home segment.• Developed Zoom training sessions to engage and facilitate ongoing training sessions for agents new to working at home.• Implemented recorded IVR messages to increase efficiencies and saving over $700k in cost.• Expanded coverage overnight by opening a sales center in the Philippines• Brought back the Outbound sales teams to continue the package sales growth• Partnered with Wyndham Hotels on quality transfer initiatives.• Initiated employee recognition programs to reward top performers monthly and quarterly.• Rolled out Gamification program as an incentive system that uses various online auctions and raffles to drive specific performance metrics.

Vieux Fort, Vieux Fort, Lc

Manage six travel and leisure accounts building positive relationships with over 400 contacts including new and existing clients. Support training to ensure attainment of company targets. Review account processes regularly to ensure peek performance. Assist in identifying trends to predict shifts in sales.• Accelerated start-up by going from 0 to 250 agents on the subcontracted team for Hilton Hotels.• Achieved Hilton's only outsourced customer care team.• Leveraged growth opportunities in three locations including Montego Bay and Kingston, Jamaica as well as Freeport, Grand Bahamas.• Enhanced future growth opportunities by developing key leaders within each account.• Exceeded profit expectations consistently by monitoring key performance metrics.

Denver, Co, Us

Directed the start-up of an outsourced call center to promote Holiday Inn Vacations located in Kingston, Jamaica. Recruited, trained, and mentored employees. Collaborated with IT professionals for effective systems connection with the Orlando call center. Created all compensation plans, reporting, scripting, and coaching models. Produced and delivered leadership development, new hire, and continued employee training to ensure success. • Built an offshore lead generation team for Orange Lake resorts to increase revenue.• Developed and implemented training material for new employees to ensure performance excellence.

Orlando, Florida, Us

Leadership consultant for the sales Call Center. Worked with VP of Sales to ensure all shifts were aligned with processes and coaching strategies to maximize performance. Managed the start up of the first venture to partner with an offshore call center in Jamaica. Involved in all aspects of script writing, working with compliance, lead transfer process and sales process.

Scottsdale, Arizona, Us

Oversaw call center change management directing the sales process for managers and supervisors. Ensured two divisions met sales expectations with effective leadership. Developed and implement training programs for sales representatives and leadership.• Increased monthly revenue $500K while managing a team increasing guest communication and accelerating payment plans.• Produced new processes for lead management to maximize effectiveness.• Overcame cancel request issues saving over $100K with a new package save specialist team.

Orlando, Fl, Us

Lead a multi-cultural unit based in Hawaii, Japan and Korea. Responsible for all aspects of hiring, training and developing associates and managers to effectively achieve sales and service targets. Doubled the department performance by focusing on one to one coaching, extensive teambuilding and skills training. Travel consistently between Hawaii and Japan to partner and initiate sales programs between hotels and Call Center Operations. Developed several tracking processes to evaluate the effectiveness of marketing programs. Developed processes to track call volume and call abandon rates to ensure maximum efficiencies.

Orlando, Fl, Us

Responsible for all aspects of hiring, training and developing associates and managers to effectively achieve sales and service targets. Doubled the department performance by focusing on one to one coaching, extensive teambuilding and skills training. Reduced call abandon rate from 30% to less than 6%. Partnered with reservation call centers to improve quality of transfer calls in increase overall production while decreasing cost. Managed to a $7 million budget while contributing $631,000 in better than budgeted profit YTD.

• Managed Inbound and Outbound staff of 320 exempt and non-exempt employees.• Managed all day to day operations for all package sales processes from call center.• Reduced turnover by over 200%.• Generated over $400 Million in Timeshare volume through sales from call center.• Managed to a set budget in cost as well as volume and exceeded expectations each year.• Restructured new hire training utilizing CEP training process.• Worked closely with Marketing to initiate and implement new lead sources.• Worked with Directors from each site to ensure tour flow expectations are met

Bs, Management

Bachelor Of Science (Bs), Business Administration And Management, General