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Skills

  • Employee Engagement and Motivation Strategies
  • KPI Analysis and Reporting
  • Extensive personal network
  • Conflict resolution and de-escalation strategies
  • Review of contracts
  • New business development
  • Business development and planning
  • Account management
  • Collaborative problem-solving
  • Strategic account development

Work Experiences

  • Had weekly meetings with Call Center Delivery Sales Managers to figure out how to get around sales roadblocks.
  • Made recommendations to improve brand effectiveness and product benefits, which resulted in 15 long-term accounts being secured in 18 months.
  • Implemented new inventory management procedures that reduced product theft by 11% in several months.
  • Cut costs by 12% through client and distributor price negotiations.
  • Managed a team of 6 people who sold procedure products and services worth more than $8.
  • By hosting product-focused events, I was able to attract new customers and strengthen existing ones.
  • Increased profitability by utilizing marketing and sales strategies to build pipelines.
  • Worked hard to resolve one-of-a-kind and recurring complaints, as well as promote loyalty and improve operations.
  • Accomplished results over several months.
  • Hired, supervised, and coached 7 employees on sales strategies to maximize performance.

Summaries

  • Achieved President's Club for delivering industry-leading team performance, exceeding all annual targets, and fostering a dynamic, engaged, and results-focused work environment.
  • Achieved consistent 78% sales growth.
  • Call Center Delivery Sales Manager with 17 years of successful risk assessment and stakeholder engagement experience.
  • Within Customer Service, senior Call Center Delivery Sales Manager and outstanding performer in team leadership and budget management.
  • Successful Sales Manager with 12 years of experience in developing and increasing method sales.
  • Costs were consistently reduced while profits were increased.
  • Adept at implementing quality assurance protocols for inbound/outbound calls, ensuring compliance with industry guidelines to enhance operational excellence.
  • Over a 13-year career, I've built a strong track record as a performance-oriented sales leader.
  • Strategic and analytical, with a motivating leadership style and experience in forming new network connections, marketing products, and expanding territories.
  • Persuasive brand imaging has a proven track record of growing network connections.

Accomplishments

  • Increased client retention rate by 72% through strategic follow-ups and personalized engagement plans using metric.
  • Collaborated with IT to integrate new CRM Microsoft Excel, improving data segmentation workflows and increasing personalized customer outreach by 83%.
  • Streamlined daily operations that led to 16 in cost savings annually through process optimization and workforce management.
  • Reduced turnover rate by 80% within 18 months through targeted leadership initiatives aimed at improving employee satisfaction.
  • Oversaw the expansion of call centers in Phoenix, increasing staff by 62% while maintaining a 39% in customer satisfaction.
  • Collaborated with team of 6 in the development of procedure.
  • Optimized call routing systems, resulting in a 44% reduction in call abandonment rates through Microsoft Excel implementation.
  • Created and executed a customer feedback analysis program, resulting in actionable insights that improved product alignment with market demand.
  • Managed key performance tracking for teams, leading to a 80% reduction in missed Service Level Agreements (SLAs) over two years.
  • Spearheaded cross-training initiatives, significantly enhancing the team’s ability to handle complex customer queries in just the past year.

Affiliations

  • Rotary International
  • International Association of Business Communicators (IABC)
  • Customer Contact Week (CCW) – Executive Membership
  • International Council of Nurses
  • Customer Experience Professional Association (CXPA)
  • Customer Service Institute of America (CSIA)
  • Association for Operations Management (APICS)
  • Society for Human Resource Management (SHRM) - Denver Chapter
  • American Society of Safety Professionals
  • Freemason

Certifications

  • Google Certified Professional Cloud Architect
  • Advanced Conflict Resolution Certification Summit Group
  • Salesforce Certified Administrator
  • Microsoft Certified: Dynamics 365 Fundamentals CRM – 2020
  • Customer Service Manager (CSM) Accreditation - Cedar Works
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant (CPA)
  • Google Analytics Advanced Certification - 2015
  • First Aid/CPR Certified
  • Cross-Departmental Collaboration Management Certification - Beacon Labs

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