Will Eaton Email & Phone Number

Reno, Nevada, United States

Lead sales and the day-to-day operations of each of the 5 inbound sales teams totaling over 150 associates, including BPO support of two near-shore teams, two Canadian and 1 internal and their respective supervisory and management teams. ESSENTIAL DUTIES AND RESPONSIBILITIES• Earned highest team engagement metrics (+5%) in PODs entire organization during annual employee satisfaction survey• All sales metrics exceeded goals YOY: close rate (+400 bps), sales conversion (+300bps), ancillary sales (+600bps), lowered cancellations (25% reduction) • Grew Reno sales team during tenure with 30% improvement in sales close rate. Three on-site supervisors went from bottom of sales metrics to leading the company after one year of management • Responsible for all BPO partners (Concentrix, Focus, SSG) sales results including monthly sales, ancillary product sales, revenue and customer experience scores. Lead weekly management meetings, calibration sessions, metric reviews.• Improved near shore BPO performance by 42% in unit sales from year 1 to year 2• Hired and trained site supervisors; onboarded, trained, coached for improvement, established sales goals and performance metrics. Efforts resulted in better new hire performance, quality and retention• Achieved 27% employee retention improvement YOY; while achieving the highest employee engagement scores company wide• Co-Manage Reno facility including janitorial, telecom, IT support• Promoted from Supervisor after 1 year of tenure

Reno, Nevada Area

Frontline leader for 25 sales associates. • Opened and onboarded Reno as 2nd in-house location for PODs sales and service team• Managed a team of 25, building the team from the ground up during the opening of the Reno PODS facility. • Partnered with my Supervisors peers to create and implement the metrics our teams would work towards, and facilitated the initial rounds of training. • Increased the productivity, accuracy, and quality of calls and sales by 35% within the span of a year, and the SOPs (playbook and e-learning guide) rolled out for my team were implemented by the sales and service entire department.• Partnered with the Support and Training Supervisors to ramp up new hires in Reno by improving nesting, etc.

Reno

Responsible for the daily planning, monitoring, and distribution of route assignments for 17 waste-collection trucks and 23 employees. • Worked to improve customers experience and service levels by 27% by reviewing and analyzing weekly customer demand and volume for waste collection. Reduced shrink issues by ~25% by shifting mountainous routes from beginning of week to end of week when drivers were more efficient.• Increased driver productivity by 10%, all while continuing to meet the standing goals and metrics for the division. • On pace for an accident and injury free year; ensured strict adherence to company, state and federal safety protocol and regulations and maintained an accident and injury free team for the length of tenure. Developed positive relationships with union-led driver organizations which resulted in zero grievances filed. • Recruited by PODs to open Reno facility

Reno, Nevada Area

As the Onboarding Manager for the Payroll Team, I led a team responsible for ensuring 300 customers a month had an experience with Inuit that was flawless and delightful.● Created a new Standard Operating Procedure for my team of 25 employees, including constructing a new call flow to drive efficiencies, increasing contacts per customer, payroll activation, and a high rate of customer satisfaction.● Led my team to on-boarded 300+ customers a month to the Intuit Payroll platform.● Increased connected services and products by 60% for my team.● Partnered with the Payroll Tax and Business Operations teams to ensure our customers were properly configured for success through their payroll lifecycle.

Reno Nv

As the Interim Payroll Sales Manager I co-managed a team of 40 agents, driving Monthly, Quarterly, Annual, Goals as well as Team-wide and Individual sales targets.- Increased overall team sales by 21% by coaching to my agents’ skills and creating plans to target their areas of improvement.- Identified areas of improvement and formatted training specific to the agent’s need- Partnered with Business Operations and Payroll Onboarding Teams to ensure Company-wide goals were met.

Reno, Nevada Area

As a Product Specialist, I represented Payroll attach products such as Worker's Compensation Insurance, Compliance Posters, and Checks & Supplies on behalf of Intuit's marketing partners. I worked to ensure my teams had a full understanding of these products and could effectively assist our customers by selling them the solutions they needed to keep their businesses going. Responsibilities included:- Partnering with Attach Marketing groups including QuickBooks, Posters and Compliance, Worker's Comp, and Checks and Supplies, to represent their products and services to the Payroll Sales team. - Facilitating trainings for sales and setup agents to educate them on Attach products and services. - Adopting the Learn-Teach-Learn model - Monitoring calls and coaching agents to ensure customers' needs were met, and Attach products were properly sold.- Partnered with Marketing to ensure their products and services were represented and properly sold in the Payroll Sales Channel.

Reno, Nevada Area

As an Accountancy Sales Representative I built relationships with my customers including Accountants, Bookkeepers, and Payroll Consultants, to ensure I could sell them the financial software necessary to run their businesses. I lent my expertise to fellow payroll sales teams to help coach them on selling payroll, and created training and coaching plans to help my teammates reach their sales goals.- Developed and maintained relationships with Accountants, Bookkeepers, and Consultants in order to become their trusted payroll adviser.- Matched Payroll and QuickBooks solutions to the unique needs of Accountants.- Consistently engaged in in-depth conversations in order to determine customer need.- Partnered with the Accountancy Setup team to ensure our mutual customers had a positive setup experience.- Ensured every customer sent to Setup had the proper documentation and data in place.- Attended Payroll and Accountancy trade shows and conferences, representing Intuit's products and services to potential customers.- Traveled regularly to the Fredericksburg, VA Intuit office to train new Accountancy sales agents.

Reno, Nevada Area

I began my payroll career at Intuit as a sales representative, and expanded my role to work as a process/subject-matter expert while my organization implemented an overhaul and upgrade of our Siebel CRM system.- Consistently met and exceeded quarterly and annual sales goals while working on the Dedicated Inbound Payroll Telesales team.- Acted as a Subject Matter Expert and Sales Process Expert for the Business Operations and GES teams during Siebel 10.1 pre-implementation (August 2011 to May 2012)- Contributed to process mapping, verification of Use Cases, and acted as an approver for sales best practices.- Facilitated agent training for the following initiatives: Siebel 10.1 "Getting Inside Your Customer's Head" Sales Training Pipeline Management - Contributing to and approved training documents for Siebel and 10.1 roll out.- Assisting the Quality Assurance team in testing sales Use Cases and reporting out errors and gaps for internal system rollouts.