Provo, Utah, United States
Background in operations, customer experience, vendor management and service to sales. Skilled in adaptive learning, communication, driving results, time management, leadership building and multitasking. Excellent problem-solving abilities.
• Partnered with the analytics team by providing direction on development of new tableau reporting that established multiple KPI’s across the Global Support Organization. • Responsible for development and growth of 8 -12 new supervisors. • Successfully got the support team staffed to meet demand by partnering with workforce, recruiting and finance • Established core contact center expectations that focused on productivity and effectiveness. • Partnered with TA to revamp our recruiting and interview process to speed up the overall recruitment process
• Responsible for the strategy and execution on revenue generation • Accountable for revenue generation across multiple centers in 2 countries • Responsible for day to day contact center operations for 180 FTE
- Successfully launched a new inbound / outbound "service-to-sales" team - Drove an additional $8MM in revenue the first year and an additional $25MM the second year - Responsible for determining the proper customer base to call to increase sales conversion - Launched service to sales LOB in two separate partner sites - Directly responsible for partnering with our Workforce Management on hiring plans for sales team - Partnered with our Telecom and Workforce Management team to help drive IVR enhancements to drive additional sales to inbound while also improving our customer experience in our IVR.
- Managed our W@H and Nesting Supervisors that oversaw 150 FTE - Worked closely with our Workforce Management team to ensure proper staffing - Managed day to day operations for my teams that included SLA and Occupancy - Finalized SOPs for both groups to help improve our nesting program further, as well as nailed down our W@H SOP's to help make this a smooth process to onboard new hires across the country.
- Planned and organized fundraisers - Planned trips and booked flights, hotels and transportation for 35+ students - Taught instructed, supervisors and mentored Varsity, Junior Varsity and Competition teams - Budget money for uniforms, trips and new equipment - Planned and ran practices
In charge of interviewing and hiring new team members while driving record breaking sales within my store. Did this by putting together new robust trainings for team members. Tracked inventory and sales daily while planning multiple floor changes. During floor changes I was in charge of planning and execution on full store changes.