Greater Tampa Bay Area
Sales and service executive with 30 years of experience leading high-growth organizations, launching new sales channels, and markets, and scaling inside sales, operations and customer service teams across financial services, consumer goods, and B2C environments. Proven record of driving revenue growth, improving sales productivity, and significantly elevating customer experience through data-driven strategy, CRM optimization, and strong people leadership. Known for building teams from the ground up, creating positive culture change, turning around underperforming teams, owning P&L performance, and delivering consistent top-tier regional and national results. My core competencies include strategic leadership, sales management, customer care, inside sales, operational excellence, and results-driven performance. I leverage analytical tools to provide insights into customer trends and behaviors, enabling informed decision making and strategic planning. I excel at communication and collaboration, working effectively with C-level executives, internal business units, and external partners. I have earned multiple credentials in executive leadership, finance, accounting, and leadership training, demonstrating my commitment to continuous learning and professional development.
Lead North American sales growth, and customer service strategy for a newly acquired indoor air quality company. • Built and scaled office and remote inside sales and customer service teams in US and Canada owning recruiting, behavioral interviewing, development of onboarding, training, performance management programs, and customer service / retention programs • Increased average monthly sales associate productivity over 30% within 90 days by developing a standardized sales process, coaching for success, implementing accountability through KPI’s, and launching new incentive and recognition programs • Optimized CRM workflows, reporting, and sales processes to improve pipeline visibility, forecasting accuracy, and conversion rates • Identified customer buying cycles and developed sales scripts, follow-up cadences, authored nurture and drip campaigns to re-engage dormant leads • Led competitive Go-To-Market analysis that improved pricing, promotions, subscription models, and customer retention programs that improved customer acquisition and retention • Authored 12-month sales and marketing calendar and implemented promotional campaigns focused on maximizing seasonal revenue and margins • Partner closely with marketing, operations, and executive leadership to align sales execution with enterprise growth goals
Led, mentored, and managed geographically dispersed team of Inside sales executives through new B2C sales channel. Implemented cohesive and consultative sales processes to ensure success of National Tax Resolution Sales & Service team. Monitored staff performance to conduct personalized coaching. Played crucial role elevating service excellence. Cultivated positive culture with strong leadership and communication skills. Increased YoY Sales Agent productivity 50% with supplemental training, optimized scheduling ● Conducted detailed analysis of operations to initiate improved sales process, CRM usage, and staff scheduling ● Developed sophisticated KPI tools to evaluate sales aptitude of existing staff and initiate supplemental training ● Introduced accountability and recognition programs to cultivate results-driven positive sales atmosphere Fortified organizational standing by recruiting and developing National Tax Resolution Sales team ● Identified key skillsets needed for job, partnered with recruiting team to create appropriate job description ● Developed standardized behavioral based interview and hiring process to attract and hire best in class talent ● Implemented in-depth new hire on-boarding and training programs reducing ramp up time from 3 month to 1 month Improved Customer Net Promoter Scores from 30% to 90% with creation and leadership of task force ● Initiated task force to identify root cause of service breakdowns, solutions, and completion time line ● Created new customer communication, service protocol, and customer follow up programs to improve NPS ● Implemented new customer service initiatives, NPS reporting, accountably, and service recognition programs
Led and Directed Sales and Operations teams consisting of multiple District Sales Managers, Regional Operations Managers, Store Managers and Sales Associates in Southeast US Region. Produced Award Winning sales performance in several important KPI’s for both company and national retail partner. Achieved #1 regional sales and operations ranking with standardized processes, best practices ● Instituted performance management and incentive programs to motivate teams and individuals ● Designed and implemented sales-focused companywide meeting agendas to develop sales skills ● Created performance based scorecards that focused sales agents attention on important KPI’s Reduced turnover 50% and delivered 25%+ profit improvement by initiating leadership training program ● Enhanced interview, onboarding, and training efforts to improve talent acquisition processes ● Developed comprehensive ‘New Store Manager’ orientation program to assist leadership in upskilling ● Created Regional Operations Manager position to provide crucial support throughout operations Designed Leadership programs contributing to company achieving top dealer award in nation ● Created new “Regional Employee Recognition Program” that drove competitiveness and improved employee morale ● Authored and executed “District Manager Development ” Program’s that drove improved store sales productivity, reduced turnover, and increased bottom line profits
Responsible for sales, service, and profit goals of multi-state territory, leading over 150 small business sales and tax professionals in 25+ Block Advisor offices, a year-round business focused on selling payroll, bookkeeping, and complex tax preparation services to small business. Managed recruiting, onboarding, and continuous training of sales executives, office managers, and support staff. Mentored, and motivated team of multi-unit leaders to focus on daily sales activities of retail offices. Developed grass roots marketing campaigns to drive consumers to local offices. ● Advanced district from bottom 10% to top 10% overall on all sales and operational performance scorecards ● Developed consultative sales process enabling 200+ Tax Prepares to move region to #1 in Value Added KPI’s ● Optimized store scheduling and tax pro availability resulting in 20% year over year customer conversion rates
Managed team of 20 District Operations Managers and IT staff that supported 32 districts and over 600 retail locations covering 6 states. Responsible for operational compliance, store audits and security, computer support, real estate, store relocation, new store build out, remodeling, maintenance, plan-o-gram execution, franchise acquisitions audits. Store visits, sales and operations reporting. ● Successfully project managed all aspects of new store build outs, remodels and franchise conversions to achieve critical tax season grand opening deadline ● Created operational visit checklist enabling field support to improve avg audit scores from satisfactory to excellent rating ●Identified key areas of needed customer sales / service improvements and partnered with key field executives to craft targeted and specific training