National Sales Manager

• Jan 2022 - Present

- Develop and implement effective sales strategies. - Lead nationwide sales team members to achieve sales targets. - Establish productive and professional relationships with key personnel in assigned customer accounts. - Negotiate and close agreements with large customers. - Monitor and analyze performance metrics and suggest improvements. - Prepare monthly, quarterly and annual sales forecasts. - Perform research and identify new potential customers and new market opportunities. - Provide timely and effective solutions aligned with clients’ needs. - Liaise with Marketing and Product Development departments to ensure brand consistency. - Increased Sales in first year by over $800k and setting company records in the process. - Strengthened market share by executing a successful sales coaching plan, strategic execution of the marketing and sales plan. Show less

WordPress Live Concierge Manager/Coach

• Jul 2021 - Jan 2022

Web Advisor Manager/Coach

• Nov 2020 - Jul 2021

- Worked with agents in recognizing potential solutions that may meet a customers needs or that they may benefit from.- Managed the time based system and acknowledged any attendance deficiencies that may occur while on shift.- Developed new methods and documentation that will assist in the productivity of assisting our clients/customers.- Reviewed and analyzed each employees bi weekly performance data as well as daily, developed and improved any strengths and weaknesses.This included handling personnel reviews as well as disciplinary actions such as suspensions and terminations.- Took notice and reported any issues that may be occurring with any of our systems (both front end and back end), and report them to Command Center should they arise.- Held regular one on one meetings with employees, I provided substantial information that guided the team down the path of progression and advancement.- Discussd employee feedback to ensure they are meeting and following Bluehost and other Brands/Endurance (now NewFold Digital) policies, processes and procedures.- Assisted in de-escalation and/or addressing of any calls, chats, or emails that may have contained, an irate and disruptive customer to ensure they are handled appropriately and efficiently.- Coordinated with other departments to ensure needs are being met.- Formerly Endurance Intl Group Show less

WordPress Live Professional

• Oct 2019 - Nov 2020

- Introduced and consulted with new and experienced users on the techniques and best practices when building a WordPress website.- Helped clients understand and create blogs, pages, posts and forms with animation, sliders and more.- Assisted clients with setup and troubleshooting of SEO and Meta Tags results.- Assisted with theme recommendations, installation and configuration based on client goals.- Coached clients on how to properly choose, install and configure plugins based on website functionality needs.- Conducted local environment setup walkthru's, installed WordPress and conducting an Admin Tour.- Assisted in the creation of video and portfolio galleries and grids, taught the users how to upload content to the WordPress Dashboard.- Consulted with clients regarding WordPress Speed Optimization techniques, SSLs, security and general WordPress website maintenance. Show less

Advanced Hosting / S2 - Senior Support Tech

• Jul 2017 - Sep 2019

- Provided support for issues escalated by Web Advisors. Issues included:- DNS support.- Installation and removal of SSL certificates through cPanel and WHM.- File Management via Cpanel File Manager, FTP, and SSH.- MySQL connections and other MySQL related inquiries.- Troubleshooting WordPress and other CMS platforms.- Connectivity and deliver-ability of cPanel Web based Email.- Provided limited Virtual Private Server (VPS) and Dedicated Server support through WHM and proprietary systems.- I exceeded all KPI's, challenges, sales and lead pass metrics in this position and won many awards. Show less

Global Contact Center Operations Manager

• Aug 2012 - Jul 2017

- Responsible for one on one coaching and development of employees, SMART goal action plans & call center work flows. - Resolved client complaints, developed and implemented a client success stradegy to improve client satisfaction. - Call monitoring all active campaigns w/daily & weekly feedback, facilitated staff meetings to discuss KPIs and metrics. - Responsible for day to day operations, insured employees and teams were following department guidelines while adhering to company polices as well as. Show less

Performance Manager

• Sep 2007 - Aug 2012

- Responsible for the development of staff was my highest priority to ensure client satisfaction, campaign performance and quality delivery service for the following campaigns : lead generation, recruitment, profiling and appointment setting, marketing and sales. - Managed day to day operations of the call center and responsible for opening and closing. - Collaborated with B2B clients and internal teams when preparing and executing marketing projects/campaigns that targeted B2B channels. - Created sales playbooks, set sales quota for teams, implemented/rolled out campaigns, Call monitored team performance and reviewed Key performance indicators and made adjustments accordingly. - Identified product gaps and designed solutions for teams during the sales cycle, eliminating competitive gaps and product deficiencies in order to win new business. - Assisted in developing processes for teams and call centers to follow during the onboarding of agents & clients within scope of budgets. - Researched best practices during campaign setups and assisted in putting together playbooks for the team(s). Set proper expectations for the sales strategy implementation and A/B testing. - Hiring & terminating decisions, performance appraisals, continuous training and development for 10 - 300 employees. I managed anywhere from 2-9 campaigns while simultaneously utilizing resources from five call centers. - Quickly identified issues within campaigns and communicated with all parties, made decisions on campaign adjustments within scripts, resources, data, delivery, value proposition and more. - Met with the VP of Operations monthly to discuss areas of opportunity within campaigns, call centers, process and activities for the team. - Measured & reported campaign effectiveness in order to improve the resources allocation, scalability, and ROI of project. - Maintained a $27 to $1 marketing spend vs ROI on average while managing my sales teams. Show less

Director of Business Operations/Corp. Trainer

• Jul 1998 - Sep 2007

- Hired, trained and managed a team of sales and assisted the owner in hiring field technicians. - Created highly interactive training at the application level and job site, resulting in a significant increase in residual sales and labor. Increased sales by $245k in 2003. - Designed and implemented processes to enhance sales productivity, through pipelines, starting an outbound call team and targeted B2B only, Generated viable lead prospects project that had a conversion rate of 10% and increased sales by 17% in first year in 2005. - Created new brand awareness, through marketing, sales materials, and sales replication, consistent training of field techs. - Develop'd relationships with existing client base at all levels of the hierarchy, establishing brand awareness. - Oversee and responded to procurement driven RFP's with financial analysis & presentations. - Assisted training existing staff, hired additional business development represenatives and managed staff to increase productivity and effectiveness. - Personally grew a handful of large/key accounts by over 25% during my tenure before the housing market crash. Show less