Executive Summary

Creative accomplished executive leader; multifaceted sales and operational experiences

·        Captured untapped opportunities for new, existing, networked business

·        Created 2 to 5 year strategic plans, built long term client relationships

·        Repeatedly guided teams along to provide world class service

·        Led staffing and training initiatives for multiple groups

Executive Management

• Executive presence, leadership, strategic thinker, relationship builder, retention expert
• Change and goal oriented, aggressive, passionate, results driven
• Bottom line oriented, creative decision maker, problem solver

Signature Achievements

• Led charge to improve company position; mitigated client loss
  • Drove 85% client retention goal to 92.30 %
• Spearheaded overhaul of technology offerings, improved sales successes
  • Enabled 25 contracts bid, 23 closed
• Analyzed need for operational changes, focused on profitability and productivity
  • Reduced attrition rate 19.2 % to 4.3%

 Leadership

• Director of Sales, Global Travel Account Manager
• Sales Operations and Tech Support Leader
• Project Manager, Director of Training, Human Resources Generalist
• Director of Outsourced Centers both inbound and outbound
• Communicative, enthusiastic, creative, respectful
• Expert at turning a negative into a positive
• All with the ability to lead directly and indirectly

Work History

Director Sales and Account Management                                                                          2013 – 2016

Travel Leaders Affiliate – Travel Management SaaS, Atlanta, GA

• Top ranked sales and account manager recognized for record setting sales figures
• Surpassed sales quotas by 14% via new, networked, growth and territory expansion
• Introduced new technology, SaaS for travel, expense and procurement; Concur and Deem
• Experienced consultative sales, expert presenter, negotiator and closer

 

Director Outsourced Sales Operations and Tech Support                                           2010-2013

Xerox, Verizon, USAA, Atlanta and Nashville

• Directed management of contact centers’ performance; workforce planning, KPI’s, one call resolution, statistical analysis and reporting, ensuring all service metrics were met
• Resolved high employee turnover via incentives, developed leaders for succession
• Ensured staff performance from sales team of 80 met customer expectations
• Made recommendations related to program features, benefits and services
• Managed budgets, new technology vendors, quality assurance, financial management
• Developed WFM schedule, reduced penalties, improved efficiencies of operation

Director Sales Operations                                                                                                              2009-2010

G&K Services E-Commerce, Branding, SAP, Atlanta, GA

• Led management of contact centers’ overall performance, workforce planning, KPI’s
• Reviewed statistical analysis and reporting, ensured all service metrics were met
• Developed leaders for succession, made critical hiring and termination decisions
• Presented case for nationwide VoIP system, RFP’d vendors, led change for new system
• Created and implemented call specialty groups successfully decreasing handle time
• Created outbound sales team; result incremental revenue 9% over quarterly net sales

 

Director Outsourced Sales Operations                                                                               2008-2009

Verso Technologies Hospitality, Atlanta, GA

• Led day to day for delivery of sales and service metrics, P&L and budgets
• Developed and implemented training programs and leaders for succession
• Analyzed learning processes, designed and implemented E-Learning program
• Created then implemented web based ticketing system; reduced issue resolution time

 

Director Training and Global Tech Support Operations                                                 2006-2007

Radixx Airline Reservation Systems, Orlando FL

• Oversaw client training and global technical support team of 25 – US and India
• Redesigned and improved training program for web based applications for airline clients
• Trained team on new processes; client satisfaction and call handle time improved
• Invited other groups within company to take part in training sessions for relationship building

 

IT, Software, Web Based Applications

• Oracle web based airline reservation systems, Business Objects
• Concur and Deem Inc – Business Travel and Expense platforms
• CRM’s; Salesforce.com, SAP CRM Interaction Center Fulfillment
• Saleslogix, GDS’s; Worldspan, Travelport Smartpoint, I-Hotelier
• POS software, SAP Fulfillment, PMS, MS Office Suite
• PMP, MS Project, Share Point, Outlook, Access, VoIP, SaaS
• Applications – SMS, Online Reservations, trouble ticket processing,
• Chat, Automated Help Desk, Online E-Commerce sales and distribution

 

Education and training

• Mercer University Atlanta GA BA EQ Business HRM major; CSCI minor
• Atlanta Technology College PMP, MS Project, CBAP Certifications
• Delta University – Writing for Digital
• PSS Power of Positive Selling 1,2,3 Certification
• Time Management Course Completion and Certification x2
• Multiple Leadership and Management Course Certifications
• HRM Corporate Emergency Plan Training and Certification
• Volunteer Disaster Recovery Volunteer Rescue Group
• Language – Spanish skills – in progress