"People don't care how much you know until they know how much you care." My strategy is to always focus on the people and the numbers will follow.
I have large company, small company and entrepreneurial experience. I have built, managed and turned around sales and customer support functions that have consistently met or exceeded ambitious, revenue, cost control and customer satisfaction targets. I am a firm believer in “if it can’t be measured, it can’t be managed”, I have developed and installed operations monitoring systems that have paved the way to performance improvement.
I am especially strong in:
• Building, training and leading high-performance, low-turnover teams • Forging infrastructures that cost-effectively support growth and change • Controlling costs while keeping quality and customer satisfaction at peak levels • Nurturing strong, enduring key account relationships • Ensuring that sales support and customer service are sources of revenue, referrals and repeat business
I am an articulate communicator, capable of building lasting relationships with senior management, clients, partners and vendors.
I am highly computer literate:
Microsoft Office – Expert Google Docs – Expert Google Analytics – Advanced SLACK/Spark – Expert Quick Books – Advanced LinkedIn Recruit – Advanced
Timeline
VP, Call Center Mgr, Wells Fargo Bank
Jan 2000 - Sept 2009
Responsible for driving sales and service operations of 400-seat call center. Managed Training, Recruiting and Operations departments.
• Improved performance X% in overall team rankings. • Honored as first Manager to achieve $1M in sales. • Top tier in Customer Satisfaction scores 95%+. • Overcame resistance to change, reversed declining sales.
CEO, Mesquite Chamber of Commerce
Mar 2010 - Oct 2012
Managed daily Chamber of Commerce operations, fundraising initiatives and event planning logistics.
• Rebuilt reputation, built a brand. Reputation of the chamber in the news was damaged and membership was declining. Conducted a series of new chamber events. Secured city involvement. Published weekly newspaper articles. Conducted fundraising activities. Generated positive public opinion. Grew membership from 210 members to over 400 in a two-year span.
Call Center Manager, Maita Auto Group
Jan 2013 - July 2015
Relocated back to CA. Managed start-up call center operations for automotive Blueprint Dealership group.
• Dramatically improved sales and customer satisfaction. Increased repair order counts by 21% and doubled revenues by introducing outbound calling campaigns targeting retention, customer satisfaction and warranty programs. Developed and implemented digital media activities that drove new business. Led Region to #1 for percentage of increase in revenue YOY.
Chief Operations Officer, Blueprint, Inc.
Aug 2015 - Present
Blueprint installs and develops call centers that support sales and service departments within auto dealerships.
• Reversed downward sales and client retention trends. • Strengthened the team. • Reined in runaway turnover. • Built a strong infrastructure, increased productivity. • Boosted customer satisfaction. • Created a corporate culture. • Expanded social media efforts to include all channels.
Proudest Accomplishment
WFB Sales & Service Award. Recognized for highest performance - top 3% out of 154,000 team members.
Results
40%
client performance improvement
91%
team performance ranking increase
880%
client retention increase
2.5M
revenue increase in one year
90%
employee retention rate
400
seat call center
Skills
project management
15
finance / budget
15
strategic planning
16
leadership
20+
recruiting
18
training
15
operations management
20+
call center operations
20+
Questions & Answers
What are your long-term goals?
I have learned that long-term goals are best achieved when I break them into shorter goals. My short-term goal is to find a position that will place me in a forward-moving company with solid performance and future projections. As part of a team, I want to add value and continue to grow with the company.
What is your process for approaching challenges?
I first identify the challenge and the positive/negative impact to the business. I carefully weigh the pros and cons by asking questions, seek input form key players/end users, and then I consider the team members, clients and the business prior to making my decision.
What tools do you use?
Dale Carnegie Public Speaking Situational Leadership Fundamentals of Leadership Managing within the Law Coaching for Premier Performance Q12 - Gallup Team Member Engagement Khorus - Executive Strategy Strength Finders ColorCode Mind Tools
How I turned around the Mesquite Chamber of Commerce:
I balanced the budget by adding new fundraising activities, reached out to the local newspaper to write a weekly column that created "good" press. I held the first annual Gold Butte Days Festival that drew in over 2000 tourists to increase local commerce. I developed business support classes to enhance advertising efforts using social media. All of which led to an increase in membership by 48%.
Who are your main influences?
Marcus Buckingham - Strength Finders Dr. Taylor Hartman - ColorCode Ken Blanchard - Situational Leadership Steven Covey - 7 Habits of Highly Effective People John Maxwell - 21 Irrefutable Laws of Leadership Darren Hardy - Leadership Mentor
What is my second proudest accomplishment?
I implemented a more efficient way to communicate with our deaf clients via the telephone, adding cutting edge technology coupled with a TDD, eliminating the need to use a "Relay Service". This increased productivity, customer satisfaction and retention.
Ken Robinson
Richard Branson
Zig Ziglar
David Ogilvy
Dale Carnegie
