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EMAIL AVAILABLE PHONE NUMBER AVAILABLE ~ Waukee, IASALES PROFESSIONAL Delivering Vision and Leadership for the EnterprisePURPOSE Director of SalesPROFILEResults-oriented professional with 22 years of experience in sales, customer service, account management, operations, quality assurance and contact centers, in addition to earning a Master's of Business Administration.Dedicated manager in leading business units ranging from 43 to 500+ employees within multiple environments, while overseeing more than $18 million P&L.Solid track record in exceeding annual sales growth targets. Most recently, grew revenues $32 to $63 million and customer base 260% in four years, as a result of increasing conversion by 53%.Consistently received accolades for high-level of customer and employee satisfaction. Most recently, awarded Des Moines Register Top Workplaces award in the Mid Size Company category, leading 2 of the top 3 business units.Devoted to the continuous improvement process. For example, delineated an alternative channels strategy, reducing the frequency of customer calls 58%, improved the customer experience and reduced costs.Committed to compliance and quality assurance. Launched quality assurance program, resulting in 31% reduction in errors and eliminating 42% of customer escalations.PROFESSIONAL EXPERIENCEIntoxalock Des Moines, IA Oct.2012-Sept.2016Executive Director, Contact CenterSenior executive for ignition interlock device (car breathalyzer)organization, with full autonomy over $6.7 million P&L sales, customerservice, technical support and collections operations. Responsible fordeveloping and executing strategic vision for increasing revenue,profitability, market share and customer experience through transformingand subsequently heightening the level of performance of all customer-facing channels.
. Developed and applied a sales strategy, increasing conversion 53% and customer base 260%. . Executed a contact center transformation project, improving customer service grade of service by 85%. . Managed an alternative channel strategy, reducing customer contact rate by 58% and cost per customer by 13%. . Improved service average speed of answer 25% and turnover by 57%, by implementing a tier structure strategy. . Instituted associate empowerment, improving Trust Pilot rating 16% and customers likely to recommend 12%. . Launched quality assurance program, resulting in a 51% reduction in customers removing early. . Awarded Des Moines Register Top Workplaces in 2016, by executing an employee engagement program.Sitel Corporation Omaha, NE2011-2012Site Director, Work@Home SolutionsResponsible for the successful operation of the Work@Home Center ofExcellence site. Drove consistency with global Work@Home thoughtleadership, operational execution, team dynamics and innovation. SupportedSitel and clients in achieving service, quality and contributiongoals. Demonstrated sound fiscal management in achieving profitabilitygoals. Responsible for operating systems, policies and procedures withinthe site (including development, implementation and continual improvementof processes) to best achieve overall business goals. . Launched COE management hub in 30 days to support sales chat program during the 2011 holiday season. . Managed P&L with 98% accuracy and achieved 6.7% above gross margin target. . Increased NSE conversion rate from 1.2% to a five-week average of 2.78% through operational improvements. . Improved productivity by 100-sec. reduction on average handle time, 10- point increase in answer rates. . Successfully administered AT&T VDI Migration Plan pilot to ensure successful solution implementation.Candidate's Name , pg. 2Wal-Mart Shared Services Hattiesburg, MS2006-2011 Program Director, Customer Care (2010-2011) Provided executive leadership for $18 million P&L customer service infrastructure across business groups, including Wal-Mart Stores, Walmart.com, and Home Office Human Resources. . Managed P&L to 14% under budget in FY'11. . Executed a third party strategy that provided redundancy across all divisions, saving $3.5 million. . Implemented changes to the leave of absence process, resulting in a savings to the company of $12 million. . Improved YOY customer satisfaction utilizing text analytics project. . Executed an associate engagement strategy, improving annual score by 9%. Assistant Program Director, Customer Care (2006-2010) Coordinated all aspects of customer service for store, customer, associate and dotcom support, with direct accountability for management of 5,500,000 contacts annually between four facilities. . Ranked in Top 10 for Top Performing B2C Sites for Online Customer Service in 2008 by E-tail Group. . Managed $15.5 million annual budget, coming in under budget each year; reduced total expenses by 19%. . Received the "2008 Outstanding Leadership Award."The Schwan Food Company Marshall, MN2001-2006 Manager of Business Development (2006) Facilitated the introduction of new products and brand growthopportunities for Impromptu Gourmet division. . Grew product pool 50 products, increasing speed to market time by three weeks. . Implemented alternative channel strategy, increasing buying customers by 15% in the first 60 days. Contact Center Director (2003-2005) Provided strategic direction and leadership for 400+ sales and customers representatives handling channels for business to business and business to consumer. . Awarded back-to-back SQM World Class Customer Service, performing in top 5% of North American centers. . Reduced client rates by over $500,000, while increasing sales revenue to $63 million. . Executed an employee turnover strategy, lowering turnover by 60% and saving $300,000 in costs. Sales Director (2001-2003) Responsible for implementing sales strategy to transform customer service department to a full-serviced, sales team. . Managed sales team to 153% of goal, achieving $43.8 million.Gateway 2000 North Sioux City, SD1995-2001 Senior Sales Manager (2001) Managed all aspects of outbound/inbound sales and operational duties in a 250+ seat customer contact center. Directed and managed staff for sales quota, call forecasting, reporting, marketing analysis, and hiring utilization. . Generated more than $5 million in annual sales equaling 119% of goal. Operations Manager, Outsourcing (2000-2001) Managed sales, operations, training and quality assurance for outsourcing program selling personal computers, extended warranties, service contracts, online training and peripherals. . Created and executed strategic plan, generating $24 million in sales. . Increased sales revenue by 30% during the first month. Sales Manager (1999-2000) Managed a 15-member outbound/inbound sales team targeting business-to-business and business-to-consumer. . Implemented outbound sales strategy, realizing an additional $1 million in sales annually. . Accolades included 16 Team of Cycle titles, Ovation Leadership Award, Top Manager and Super Bowl of Sales. Major Account Executive (1997-1999) Managed $23 million sales portfolio for California state, county andcity municipalities. . Grew sales revenue by 21%. . Awarded an employee purchase program for City of Los Angeles, realizing $6 million in sales annually. Sales Representative (1995-1997) Inbound sales representative handling consumer and business-to-business sales inquiries for personal computers. . Averaged $5.7 million in computer sales, multiple awards of the "Managers Club" for sales achievement.EDUCATIONMaster of Business Administration, Capella University, Minneapolis, MNBachelor of Science, Business Administration, Morningside College, Sioux City, IA |
