SUMMARY OF QUALIFICATIONS

Results oriented business leader with a proven track record of accomplishment. Able to quickly adapt to new challenges while leading employees to plan, motivate and execute. Dependable, thorough and a well-organized planner with a successful career in increasing personnel morale, and sales production. Key competencies include:

• Product Training/Outsource Training
• Inbound/Outbound Sales
• Executes Deliverables
• Fosters Teamwork
• Quality Improvement Principles and Practices
• Leadership Development
• Coaching & Mentoring
• Human Resources and Hiring
• Process Improvement
• Operations
• Technical Workforce Management
• Large-Scale Project Management

Confidential– Tucson, AZ 1/2012 thru 4/2012

Operations Manager 
Managed Supervisory team, QA Analysts, Verifiers, and a department of 50 Sales Agents to work as one cohesive unit.

• Enthusiastically manage the development of the sales team by ensuring the agents receive an adequate amount of counseling, coaching, and training.
• Develop daily/hourly incentives for sales workforce to motivate them to perform at the most optimal level.
• In depth experience in goal setting and problem solving.
• Responsible for departmental budget and track employee incentives on a daily/monthly basis.
• Able to quickly adapt and excel in challenging and competitive environments.
• Delivered the KPI’s for client based sales program (eg. 25% conversion, 80% QA, staffing metrics, etc.)
• Recognize in delivering on commitments and ensure actions are consistent.
• Strong comprehension skills and solutions focused.

Confidential– Tucson, AZ 6/2011 thru 9/2011

General Manager 
Managed the store’s day to day sales performance in the Atlanta, GA market.

• Encouraged store growth thru actively marketing the Acworth, GA community with sales blitzes. This was done by having employer booth at community events, and distribution of company marketing material.
• Actively played a role in increasing total accounts in store profitability 80K within 60 days.
• Used relationship selling techniques to help drive and maintain customer base relationships.
• Responsible for the daily bank deposits, and balancing both the cash drawers/debit machine.
• Effectively conducted collection calls to clientele base to ensure that accounts were paid in a timely manner.
• Increased clientele commitments by directing staff to be professional, and personable with TMX customers.
• Worked with company vendors to ensure that repossessed vehicles were used to pay off any customer account balances.

.Confidential– Dallas, TX 8/2009 thru 5/2011

Project Manager(June 2010 – April 2011) Dallas, TX
Responsible for implementation of the multiple corporate initiatives within Coach America, and its subsidiaries.

• Lead the planning and coordinated the training of the Crew Transport staff for the Dispatch and Billing Center departments (Dallas, TX and Bismarck, ND).
• Responsible for the Accounts Receivable McLeod software to ensure that business revenue was balanced on a monthly and quarterly basis.
• Accurately verified payroll logs for 1600 drivers on a weekly basis. Manual checks decreased 65% due to improvement in payroll process.
• Manage the department budget to ensure that it remained within the staffing and project guidelines of 40-60 FTE’s. Accurately billed over 22,000 vouchers per month while achieving a 2% error rate.
• Presented reports and graphs to Senior Management to define project progress, and any potential training barriers that existed.
• Consistently monitored the Billing cycle and Dispatch process to ensure that 97% quality assurance standards were being met within Coach America’s business units.
• Proven experience in strategic management, and working with key personnel on all levels within the corporation.
• Actively took a role with all internal and external customers to ensure contact center needs were met within a timely manner.
• Proficient in all MS office suite, and project management software.
• Cash application to Accounts Receivables.

Confidential (August 2009 – June 2010) Dallas, TX
Responsible for the hiring, coaching and development of the National Charter Sales Team.

• Coached and led the National Contact Charter Sales team to meet departmental sales revenue goals of 200K per month.
• Conducted daily quotes and charter sales to clients, and was ranked number six salesman companywide for February 2010 with over $80,000 in MTD charter sales.
• Implemented and trained staffed on E-Commerce sales processes and guidelines for contact sales department.
• Provide suggestions and direct feedback to the Vice President of National Charter Sales for ongoing development.
• Actively seek clients by conducting outbound calls to both public and private businesses.
• Worked as a liaison with the Coach America field locations to ensure that consistency, and performance standards were being attained.
• Built sales partner relationships with other bus carriers for the Get-A-Bus sales program.
• Thorough knowledge of the Avaya phone and reporting system.
• Strong knowledge of Distinctive software program.

Confidential– Dallas, TX 12/1997 thru 6/2009

Vendor Operations Manager(December 2007 – June 2009) Dallas, TX
Responsible for the overall operations of a Customer Service/Sales based contact center in Colombia, South America. Managed all facets including Sales, E-Commerce, Billing, Operations, Quality & Training departments. Reviewed all contact center performance plan with determined time frames, funding limitations, and staffing requirements. Directed and coordinated activities of the Supervisory team to ensure contact center operated within planned level of service, staffing and budgetary parameters.

• Directed agents to offer ticket sales on eligible calls, resulting in the TIC’s converting calls at 6% and becoming the company’s number one selling agency, selling over 3 million dollars a year in sales.

• Responsible for the Contact Center’s performance which included service levels, sales, and quality assurance goals.
• Worked directly with the Director, Sales Manager, and CEO to ensure that sales quotas were attained. The contact center’s ticket sales were over a 6.5% on a routine basis.
• Managed executive corporate expectations to ensure that sales/service and contractual requirements were met.
• Achieved a consistent 85% Mindshare customer service sales survey satisfaction score for contact center operations.
• Audited and approved the billing of the services rendered by the vendor. Monthly contact center invoices averaged over $125,000.
• Acted as a primary liaison with outsourcer for sales, operations, training, and quality assurance.
• Participated in reducing human calls by 30% with the implementation of IVR technology.
• Reviewed the performance of contact center vendor, and ensured that staffing needs were met through IEX forecast.

QA/Training Manager (January 2006 – December 2007) Dallas, TX
Responsible for assuring changes in sales programs, policies, rules and regulations etc. Effectively disseminated company standards and expectations to the agent population using the most effective training methods.

• Successfully launched company’s first attempt at outsourcing sales and service by designing, training, and implementing contact center sales initiatives in 3 dedicated outsourced contact centers.
• Documented and wrote course document for New Hire Sales/Refresher sales training.
• Redesigned training, quality, and overall support process for outsourced support, which resulted in an approximate 26% increase in sales performance.
• Solid knowledge of Witness call monitoring software and data reporting analysis.
• Supervised Training and Quality Assurance Sales Specialists.
• Coordinated live webinars/conference calls to train off-shore vendors.
• Facilitated QA calibration sessions with Kingston, Jamaica and Barranquilla, Colombia customer service/sales contact centers.
• Evaluated the effectiveness of all current training programs, and recommended changes as required.
• Responsible for the development, delivery, and measurements of the sales training and quality assurance processes.

Contact Center Sales Supervisor(February 1999 – January 2006) Tucson, AZ
Responsible for the overall day to day operations of a customer service/sales based contact center. Directed and coordinated operational/sales activities to ensure contact center operated within planned level of service, staffing and budgetary parameters.

• Introduced the first Bilingual sales team in Greyhound Lines Inc. Translated the sales script and trained employees on the different Mexican bus carrier programs.
• Implemented a new sales call flow guide, which reduced average agent talk time by 20 seconds resulting in an overall savings of 20K per month.
• Significantly reduced employee attrition/turnover by 20% through implementation of policies and sales promotions.
• Implemented a disciplinary/coaching process for employees, which improved overall consistency of workforce.
• Increased Agent Daily Productivity goals by 4%, with implementation of various “Buy Back” programs.
• Introduced a “Well Dressed Cubicle” concept, improving agents’ ability to provide their customer with accurate information in a timely manner.
• Successfully combated union organization effort through effective promotions and center wide meetings.
• Created a “Working PR File” for Supervisors to document employee’s performance consistently.
• Responsible for the contact center’s hardware/software by providing IT support.
• Headed contact center operations when the Senior Operations Manager was out on vacation/comp days

QA/Trainer(Jun 1998 – Feb 1999) Tucson, AZ
Evaluated all staffing needs, trained TRIPS program to meet tri-center standards on a global platform. Worked with Virtual Operations Team, to manage occupancy, and ASA to exceed company expectations. Worked with Quality Assurance team to ensure accuracy and professionalism.

• Revamped Quality Assurance processes and forms to improve customer service/sales agent scores, agent feedback, and supervisory coaching for improved contact center standards.
• Conducted all agent and staff training with TRIPS sales program start up.
• Assisted in the development of a sales transfer program producing an increase of 28% revenue for the company.
• Received a Spot Award and Accommodation letter from General Manager for work conducted.

Confidential – Whittier, CA 1997

Contact Center Trainer (Feb 1997 – Nov 1997)
Responsible for QA and ongoing training of a team of 50 - 60 agents. Planned and implemented sales promotions and motivational programs geared toward increased sales revenue.

• Developed agents to exceed phone goals by conducting weekly sales meetings with team members.
• Worked on a continued basis to improved employee performance by monitoring outbound calls, and determining customer needs with follow-up sales calls.
• Received Outstanding Sales Producer for setting appointments that netted $51,316 in one month.
• Selected to train employees with predicted dialer program on a regular basis.

Bachelor of Science in Business Management (BSBM).
High School Diploma

University of Phoenix Alumni Association
Worldwide Contact Center Professionals 
Call Center Experts
TX Contact Center Group