xxx-xxx-xxxx 0000 xxxxxx xxxx , xxxx , xxxxx 00000 abc@xyz.com

yyyyyy x. yyyyyy

yyyyyy x. yyyyyy

results-driven, quality-oriented leader eager to contribute dynamic management, business development and interpersonal relationship skills toward actively supporting a progressive organization in optimizing performance.

 

profile

ø  offer 20+ years progressive experience in call center and sales management.

ø  effectively define and implement targeted action plans to maximize productivity, efficiency and profitability.

ø  proactive leader who successfully recruits, trains, develops, mentors and leads top-performing teams and creates a collaborative environment conducive to achieving high levels of employee retention and job satisfaction.

ø  exceptional ability to research and evaluate industry trends and competitor products and use findings toward designing and executing innovative strategies.

ø  dynamic communication, presentation, relationship building and problem-solving abilities.

ø  identify and establish strategic relationships to leverage long term business opportunities and partnerships.

 

recent career achievements

ø  boosted company revenue growth over 240% from $280m in 2004 to $960m in 2008.

ø  successfully launched and managed spark in 7 states and 15 markets, instrumental to improving performance.

ø  minimized compliance issues with market pscs/pucs, resulting in spark becoming a respected industry leader.

ø  increased sales by 359% while minimizing labor costs and utilizing 20% less sales agents.

 

professional experience (select list)

spark energy gas and electricity, houston, tx                                                                          2005-2008

director, sales outsourcing

 

  contributed dynamic leadership skills in managing all aspects of call center and direct sales outsourcing, with full accountability for strategic planning and forecasting.

  created, developed and oversaw sales outsourcing department, with strong focus on optimizing productivity, efficiency and quality of services.

  applied advanced communication and interpersonal relationship abilities toward building and establishing key relationships and liaise effectively with senior management, staff, vendors, partners and legal department.

  exhibited sharp business acumen in defining and implementing policies to boost overall operational performance.

  proficiently steered management reporting, invoicing reconciliation, it system management and legal documentation, demonstrating exceptional prioritizing and multitasking abilities in achieving goals and timelines.

 

 

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interaxion, salt lake city, ut                                                                                                      2002-2004

director/outbound call center operations

 

  directly managed, motivated and mentored staff of call center associates, supervisors, team leads, project managers, dataminers and administrative assistants, playing an instrumental role in the development of top performing team members.

  spearheaded diverse managerial activities ranging from hiring, performance evaluation and termination to workflow planning, policies/procedures development, sales planning and forecasting/budgeting.

  innovatively created management reporting system to ensure timely delivery of project status and results.

  conducted comprehensive review and analysis of activities and outcomes to identify process improvement recommendations and reporting to upper management.

 

 

flashcom, inc., south boston, ma                                                                                               1999-2001      

director/outbound call center operations

 

  maintained total management responsibility for a large staff of call center associates, sales managers, project managers and administrative assistants.

  successfully boosted sales by 132% utilizing 36% less sales agents.

  launched and developed all targeted marketing campaigns, instrumental to boosting performance.

  strategically planned and coordinated daily operations to maximize use of human resources while controlling labor costs and meeting customer needs.

  delivered sales and customer service training using such resources as rescue the customer through inseon, as well as train the trainer implementation.

 

 

prior experience

 

idg world expo, framingham, ma                                                                                             1993-1995

manager/inside sales and customer service

 

paging network of massachusetts, burlington, ma                                                                     1989-1992

telesales manager

 

technical skills

microsoft office/word/excel; oracle, siebel, marketforce, act, goldmine, business systems workplace; rapid contact predictive dialer systems, avaya/centrevu; crystal reporting; lucent cms phone system