SUMMARY:

• Results driven leader with successes in the management of Sales, Customer Success, Contact Center, Customer Retention, and Training and Development.
• Ability to increase service levels, enhance processes and implement positive IT changes while developing accountable for both internal and external success, through a thorough development of best practices.
• Contract Renewal negotiation and management of over 350 white glove premium customers
• Increased customer engagement by 10% through a proactive and consistent approach to customer performance management through Salesforce reestablishing OKRs, Metrics and KPIs
• Orchestrated 7% increased customer satisfaction through the revamping of customer account review process focusing on utilization, engagement and analytics through VOC
• Liaised with Implementation and On - boarding teams to insure successful program launch
• Enhanced customer utilization through development and execution of strategies and tactics for contract renewal negotiation and retention
• Developed best practices through a collaborative and engaged CSM team approach, involvement and success analytics
• Human capital management through consistent partnering, engaging leadership and extreme ownership accountability
• Exceeded SLAs and OLAs by over 12% based on 2 major factors: Contact call control - driving the communication through first contact resolution and second, through focus groups driving the need for an systemic and operational change in collaboration with IT and USER groups
• Established marketing relationships to enhance customer engagement, quarterly review process and retention
• Providing businesses with an objective business, market strategy and operational overview through a non-biased objective approach utilizing analytics, operational processes, training and development, metric performance analytics, quality assurance adherence and hiring/on-boarding processes, to drive a cohesive approach to business expansion through operations and systemic best practices. Reviewing existing challenges and creating a roadmap to maximize budgetary spend against actual for the highest ROI based on realistic expansion opportunities and increase customer satisfaction levels
• Assured Comfort Heating, Air and Plumbing call scripting and lead management - Increased call answering by: 32 seconds, decreased call talk time by: 47 while increasing lead qualification by 18%
• Increased operational efficiencies by 12%, skill set utilization by 8%, and windshield time by 13% worked with multi departmental leadership and user focus groups to revitalize SOP adherence resulting in increased productivity of 14% and decreased down time by 6% revamped new hire training, working with QA to develop systemic testing
• BPO contact center implementation, training and daily assessment
• Customer Relationship Management - Big Box store relationship management

• Contract Renewal negotiation and management of over 350 white glove premium customers
• Increased customer engagement by 10% through a proactive and consistent approach to customer performance management through Salesforce reestablishing OKRs, Metrics and KPIs
• Orchestrated 7% increased customer satisfaction through the revamping of customer account review process focusing on utilization, engagement and analytics through VOC
• Liaised with Implementation and On-boarding teams to insure successful program launch
• Enhanced customer utilization through development and execution of strategies and tactics for contract renewal negotiation and retention
• Developed best practices through a collaborative and engaged CSM team approach, involvement and success analytics
• Human capital management through consistent partnering, engaging leadership and extreme ownership accountability
• Exceeded SLAs and OLAs by over 12% based on 2 major factors: Contact call control - driving the communication through first contact resolution and second, through focus groups driving the need for an systemic and operational change in collaboration with IT and USER groups
• Established marketing relationships to enhance customer engagement, quarterly review process and retention

TECHNICAL SKILLS:

Proficiencies: Microsoft Office, Tableau, SalesForce, Zen desk, Sugar, Confluence, Multiple Telephone platforms i.e. Avaya, Shoretel, Mitel, Web chat (chat bots and live) Contact Center software solutions

PROFESSIONAL EXPERIENCE:

Director - Consumer Sales, Service and Procurement

Confidential

Responsibilities:

• Leadership and culture creator for 16 sales, service and procurement representatives
• Liaised with IT to develop all daily/weekly/monthly metrics and performance management utilizing historical analytics both systemically and telephonically, leveraging these metrics to analyze trends
• Creation of APP for higher utilization, anywhere, anytime, as product availably fluctuates min by min
• Developed in partnership with all team Leaders to create best practice SOPs and training documentation
• Shaped quality program to provide consistent ongoing feedback for development which was adopted by the internal operations team providing detailed quality goals and objectives
• Created a fair and equitable Sales, Service and Procurement compensation and commission structure to enhance engagement for success and rewards structure
• Partnered with IT to implement CHAT and CHAT BOT program to increase visibility and decrease customer wait times - question not answered, a CSR is injected into the conversation

Confidential

Regional Sales Support Manager

Responsibilities:

• Managed in home lead generation dispatching process for 4 states - increased quality leads by 19% in first year, 22% second year
• Increased SLAs/KPIs by 16% over 2 years allowing for a 6% increase in revenue
• Partnered with IT to change systemic and telephonic controls to enhancement of lead management - Chat program and NICE QA implementation
• Developed quality and performance management program in conjunction with rewards/commission structure
• Exceeded Confidential contractual SLAs by 1.9% which lead to addition of the state of South Carolina
• Relationship leader working with Confidential leadership to ensure program success

Customer Service Manager

Confidential

Responsibilities:

• Leader of first line Customer Experience and Corporate Contact Center Operations focusing on high levels of customer satisfaction
• Developed in conjunction with Confidential Facilities, systemic management of over 600+ conference rooms throughout US
• Developed Total Quality Program, KPI’s, Metrics and SLA’s, to insure contractual partnering for success and increased success by 8% first year, 8.5% second year
• Developed and managed best practices for successful monthly account review for account retention

Confidential

VIN Manager

Responsibilities:

• Process and Customer SOP / SLA management through over
• Key Account management from onboarding to retention utilizing Salesforce, contract/change management and analytics
• Development quality program for all contact center, routing/dispatch operations and field operations allowing for clear accountability
• Dispatch and routing
• Operational efficiency management in tandem with inspector skill set and logistics for the US and Canada
• Key player working with IT on integration/implementation of UPS software for routing & dispatch operations

Confidential, Atlanta

Marketing and Internet Sales Manager

Responsibilities:

• Managed daily Internet Sales dealer auction for Confidential
• Managed all marketing functions for both online and in house auctions