Rockport, Texas, United States
Executive level with 35 years of Contact Center expertise in improving the performance of call center operations across multiple global locations. Tenacious, resourceful, Customer - centric professional with extensive call center operations, client services, project management strategies, technology, sales and customer service expertise. Proven ability to measurably accelerate results with sole transparency, delivering "best in class" client experiences across Consumer, B2B and Social Media channels. Offering a demonstrated ability to thrive in competitive and challenging environments, consistent pipeline generating growth and profitability as well as being an innovative, self-motivated and energetic professional with exceptional work ethic. Verticals such as Telecommunications, Technology, Consumer Electronics, Consumer Package Goods, Retail and Financial Services. Core Competencies: New Business and Revenue Generation • Leadership and Employee Development • Strategic Planning • Change Management • Motivation and Creativity • Innovation • Fostering & Nurturing Relationships • Program Implementation • Lead Generation • Customer Experience • Process Improvement • Execution • Program Alliances• Vendor Management • Channel Management
• Accountable for the day to day operations and performance profitability • Responsible and actively oversee a large-scale operation; to include; recruiting, talent retention, training, quality, workforce management, reporting, process management, system applications and contract management • Continuously driving process improvements to attain program targets and profitability through in-depth data analysis • Oversee all company financials and P&L targets • Audit and approved client invoices, ensuring compliance with contract and client purchase orders; manages, audits, and approves bonus/commission/incentive programs
•Ability to motivate individuals with excellent communication skills, incredible relationship-building abilities, and a natural talent to lead •Managing Sales Professionals, including motivating Sales Teams to become highly productive in a professional environment •Coach and mentor the Sales Counselors to manage leads and train the team on customer service and satisfaction, prospecting, product knowledge, sales presentations, closing skills, product/service pricing, terms, paperwork, and interpreting sales guidelines •Help prepare yearly sales quotas and ensure that quotas are achieved •Recruit and hire Sales Counselors •Provide Sales Counselors with proper training regarding sales techniques, legal requirements, and company products, policies, and procedures •Review and evaluate the Sales Team’s performance •Attain monthly revenue quota
*Responsible for the development of all strategic partner relationships with companies in adjacent industries in effort to provide incremental value to existing and new customers. *Responsible for a monthly revenue quota. *SOCAP Member
• Analyzes feedback and performance data to measure, identify and eliminate performance gaps. • Provides leadership for site management staff, including goal setting, evaluation, audit and operational support. * Audits and approves client invoices, ensuring compliance with contract and client purchase orders; manages, audits, and approves bonus/commission/incentive programs. • Monitor and track compliance requirements and dashboards to ensure client service level agreements and requirements are met. • Enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. * Responsible for managing multiple development projects from initiation through delivery. This includes management of specific activities related to projects within given constraints of scope, schedule, budget and quality through the duration of the project. • Responsible for processes and methods of project management – provide structure, focus, flexibility and control to support significant investments to outstanding results, on time and within budget. • Develop and implement strategic plans in order to proactively enhance the Company's ability to meet future needs of existing and new client's.