Experience

Zirrus

• United States
• Telecommunications
• 1 - 100 Employee

• Senior Director, Sales and Customer Service

  • 2022 - Present

  Direct all facets of sales and customer service, spearhead key functions of 4 assigned teams comprising 40 business sales, retail, customer service, and residential sales team members. Provide extensive leadership support and guidance to marketing teams by orchestrating marketing functions such as promotions, predictive modeling, consumer insights, and other audience-driven marketing initiatives such as customer acquisition and retention. Serve in a fast-paced customer-centric environment and drive operations to support and cater to dynamic customer needs. Lead high-impact customer acquisition and sales efforts in coordination with executive leadership and directly report to the CEO on daily sales activity and escalated issues. Support attainment of all subscriber acquisition and churn goals by leveraging subject expertise to develop advertisements, offers, and promotions, maintaining optimal staffing levels, overseeing staff performance, and building new talent. Orchestrate and pilot go-to-marketing strategy and coordinate cross-functionally with multidisciplinary teams and external partners such as AT&T, Innovative, and Salesforce to acquire business development and customer service resources. Entrusted to manage business sales functions of ~30K subscribers for landline voice, residential and small business internet, mobile (cell phone), and security services generating an annual revenue of ~$40M.Registered growth in internet and mobile subscriber acquisitions by 35% YOY while improving average revenue per user for internet and mobile by 10% and 12% on a year-on-year basis, respectively in 2022.Achieved average NPS of 72 and CSAT of 96 and exceeded respective industry averages of 32 and 80 due to organizational restructuring in past director role. Contributed to the career development and growth of all employees serving in customer-centric roles by authoring and driving an internal training and development program. Show less

• Director Sales Operations

  • 2021 - 2022

  Appointed and entrusted to spearhead and steer sales operations for 4 assigned departments consisting of retail, customer care, residential sales, and business sales. Guided and optimized existing subscriber acquisition and retention efforts by leveraging subject expertise to steer market strategy. Led cross-functional coordination between customer service, marketing, and sales. Revamped sales and customer service departments while effectively utilizing data insights and analytics in order to achieve organizational targets and objectives.Played a significant role in improving overall business sales and marketing performance by overhauling and realigning organizational processes, practices, and functions with core organization vision. Collaborated with and supported marketing teams on driving customer-focused marketing initiatives such as customer communication, product promotions, and advertisements; delivered comprehensive crisis management and intervention. Identified and eliminated process impediments related to key sales functions by leading interdepartmental relations and maintaining positive relationships at all organizational levels within the assigned territory. Recognized by the senior management for the ability to restructure sales and business development divisions while driving the attainment of acquisition and retention goals, resulting in management developing the director, sales operations role. Show less



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Area Manager Integrated Solutions

  • 2019 - 2021

  Facilitated talent recruitment and development to drive customer success and retention and remotely managed the day-to-day performance of assigned team members. Held responsibility for performing sales forecasting, planning, and budgeting to expand sales operations in new markets. Ensured compliance of sales activities with the code of ethics and business conduct. Cultivated and maintained a strong rapport with channel partners to boost sales activity across vertical markets. Formulated effective procedures and strategies in order to attain sales goals while supervising a team of 15 managers and overseeing sales operations in 13 municipalities. Established a new sales channel while outperforming sales targets in 4 business lines by 30%.Administered average revenue per user (ARPU) functions to achieve sales targets and boost profitability. Show less

• Sales Manager III- Company Owned Retail

  • 2018 - 2019

  Managed a staff of 16 bargained sales consultants and 3 sales managers and provided daily oversight and leadership support on enhancing merchandising activity and increasing overall store sales. Took full ownership of all store operations and consistently deployed improved practices and operations to enhance overall sales performance. Supported the area manager in strategizing and integrating strategic sales and customer experience enhancement plans.

• Sales Manager II- Company Owned Retail

  • 2017 - 2018

  Held responsibility for supervising and optimizing all sales activities of the store. Achieved sales targets while overseeing 4 business lines, as well as a team of one assistant sales manager and 10 bargained sales consultants. Provided assistance to the area manager in leading territory operations and ensuring sales success.

• Assistant Sales Manager- Company Owned Retail

  • 2016 - 2017

  Extended support to the retail sales manager in handling day-to-day operations of the store including asset management and merchandising. Implemented strategic customer experience, service, and sales plans. Leveraged expertise and enhanced sales effectiveness of the store by 59%. Ensured strict compliance of store operations with the code of business conduct.

• Sales Consultant

  • 2013 - 2016

  Consistently overachieved sales, service, and customer experience initiatives for three lines of business (Mobility, Broadband, Television).Exceeded brand standard for customer experience quality metrics.Assisted management with location sales projects and initiatives.Insured proper handling of all company assets.Adhered to the Code of Business Conduct.