Experience

Avatel Technologies

• United States
• Telecommunications
• 1 - 100 Employee

• Executive Vice President

  • 2002 - Present

  •Full responsibility for the strategic planning, business development and operations management, created an inside sales organization with a dual focus on increasing market share and margin, and collaborated with operations to ensure a cohesive communications approach •Develops business/marketing plan and sales strategy for the market that ensures attainment of company sales goals and profitability. •Professional development of sales processes, and the proper positioning of products, programs, and services for our respective markets. •Provides leadership to all core business operations to significantly increase the company’s foot print, expand market share, and generate sustainable revenue •Demonstrated ability to select, train and retain self-motivated customer oriented employees. •Provided timely, accurate, competitive pricing on all completed prospect applications submitted for pricing and approval, while striving to maintain maximum profit margin. •Instituted new sales strategies, controls and metrics, and transitioned the function from a product to a solutions focus. Developed Avatel Technologies strategic focus approach of the “Total Communications Solution” to our customers’ needs. To provide a consultative approach with thousands of customers nationwide. To assess our customers’ needs and make strategic recommendations which will be designed to significantly impact their productivity and enhance their growth. Our mission is to provide the finest-quality products and world class service to our customers and to do this more efficiently and economically than our competitors. Quality comes from a singular commitment to excellence. This combined with our efforts and ability to achieve the 2009 Avaya Business Partner of the Year makes Avatel one of Avaya’s most qualified and knowledgeable communications solution providers in the industry with a singular commitment to excellence. Show less



Avaya - (Lucent Technologies, Expanets)

• Call Center Branch Manager - Lucent/Avaya

  • 1989 - 2002

  Call Center Branch Manager - Lucent/Avaya - 1989-2002 •Direct call center operations as a liaison between clients, supervisors, and call center employees. •Built a team that effectively supports client programs, products and services. •Drove the development of superior customer service and high performance. •Leading workflow distribution and floor management to ensure service levels are satisfied. •Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff. •Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels. •Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. •Develop sales techniques of each representative to drive revenue growth. •Developed a system and call scripts to facilitate the efficient management of call volume. •Provide customer service excellence and technical support on telephony systems. •Coordinate the interviewing, hiring and training of over 500 inside sales reps. •Lead the team of supervisors and associate staff ensuring strict adherence to company policies and procedural guidelines. . •Monitor interaction between staff and callers to ensure quality assurance standards. •Review call center statistics to measure staff performance and the need for improvement. •Responsible for providing leadership and direction on improving customer satisfaction, and employee motivation. Show less



Salena's, Mott & Hester, Cafe Creole

• Owner / Operator

  • 1977 - 1989

  Owner/Operator of 3 Successful Restaurants Known for providing good food, service, value and a consistently pleasant dining experience. Our restaraunts had a reputation for sustaining successful relationships with our customers and the ability to demonstrate creativity in menu planning, use of local and seasonal ingredients, great tasting food, and exquisite presentation skills. My responcibilities were to oversee entire restaurant operations including financial performance, product production, inventory, personnel, sales, and marketing for the restaurant. Excellent understanding of food cost management techniques, including ordering and inventory management, effective product selection, production and waste management.Knowledgeable of new cuisine and service trends. Implement and enforce operating efficiencies to ensure budgetary objectives were achieved. Select, train and evaluate employees and performance. Participate and supervise staff in the preparation and presentation of food. Monitor product sales histories for use in determining preparation requirements, and then clearly communicate preparation expectations to staff. Provide regular feedback and training to staff if items do not meet quality standards. Development of seasonal menus for in room dinning and catering. Development of special event and executive meal function menus. Management of food, supplies and equipment inventories.Perform administrative duties and maintain proper records for production/service and food safety programs. Investigate and resolve complaints regarding food quality, service, or accommodations. Show less