Category: BPO

         DIRECTOR OF OPERATIONS, BPO       Executive Summary     Results-Focused management professional offering 15 years of progressive leadership experience. Transforms high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success.    High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.         Core Competencies          Operations Management  Staff Development  Change Management    Cross-functional Team Management          Complex Problem Solving  Calm under pressure  Computer-Savvy  Skilled negotiator            Experience      Director of Operations, BPO   11/2013   to   04/2015     Company Name   City  ,   State       Responsible for 3 Sales Locations (Over 200 employees) managed team of 200 professional that consisted of hiring, training, and performance management.  Strengthened the client relationship between the client and Concentrix.  Increased Client revenue from 2.2 Million to 3 Million on a monthly basis. Surpassed revenue goals in four consecutive quarters.  Over 6 Basis points improvement in all conversion metrics. Improved every KPI from Close Ratio, Activation per rep, and overall ARPU.   Led the program meetings, strategy, and overall direction on a daily basis.   Revamped new comp plan for reps more geared to Sales performance.  Increased profits by developing, initiating, and managing sales programs on a day to day basis.  P & L responsibility- Increased overall Gross Margin to as high as 32%.           Director of Sales   05/2010   to   11/2013     Company Name   City  ,   State       Responsible for 2 Direct Sales Locations (Over 500 People) hiring, training, and performance management . Consistently ranked #1 site every month in 2010.  Improved every KPI metric from Close Ratio, Activation's, and ARPU. Played and instrumental role in the Direct Sales Strategy from every aspect from Compensation Plans, Training & Quality, and overall direction  Revamped the Sales Integrity team with a new process that helped improve all Quality metrics.  Hired and Trained new Management and mentor them for success.  Presented Sales Analysis to Executive Management regarding Direct Sales Performance.   Led site Management with staff meetings, new strategy, and direction on a Daily basis          General Manager Of Sales Operations   10/2005   to   05/2010     Company Name   City  ,   State       Established a New Sales Team from the ground up. Hiring, training, and performance management on a daily basis. Sales team grew from 50 reps to 300 in the site due to high performance.  Led Supervisors and Managers on a daily basis and implemented that led to increased performance.   Developed and Implemented new business life cycle which included planning, marketing, hiring and training  #1 Sales performing site every week, month, and year from 2006-2010 in every metric   YoY improvement in every Metric.  Close rate increased from 19% in 2005 to 32% CR in 2010.    Led the Sales team on a day to day basis with high energy and employee engagement.   Traveled extensively to other call centers in 2009 to initiate same performance model and launch new Direct Sales sites in Phoenix, AZ.  Provided timely feedback to Executive Management regarding Direct Sales performance  Responsible for P & L for 300 sales rep in the site          Sales Supervisor   11/2003   to   10/2005     Company Name   City  ,   State       Led a team of over 14 OB Sales reps  Motivated, trained and developed, and held Sales reps accountable on a daily basis for Sales goals  Ran different department contests to increase motivation and Sales performance.  Handled Sales reps reviews on a annual basis.  Trained and developed reps through call monitoring and one on one meetings.   Successfully promoted 5 Team members to a Supervisor role  let the Outbound Sales department in Sales performance on a daily and weekly basis.           Education and Training        Business Management   2001       Bergen Community College   City  ,   State  ,   USA             Skills    Business Management,
conversion, Client, Customer Satisfaction, Customer Services, customer service
experience, Direct Sales, direction, Executive
Management, focus, forms, hiring, languages, Director, marketing,
meetings, works, Enterprise, Network, performance
management, Quality, , real time, recruiting, Sales, Sales
Analysis, Spanish, Strategy