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Director - Consumer Sales, Service And Procurement Resume

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

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