Experience

Giftcards.com

• United States
• Consumer Goods
• 1 - 100 Employee

• Vendor Relationship Manager

  • May 2015 - Present

  Remotely manage vendor call center with 35 agents to provide a superior customer experience while reducing costs. Partner with the technology team as system expert to provide recommendations on new functionality. Maintain strong working relationships with both internal and external team members to ensure alignment to exceed productivity targets. Serve as an escalation point for issues that impact the customer and identify, prioritize and champion opportunities for process improvement. *… Show more Remotely manage vendor call center with 35 agents to provide a superior customer experience while reducing costs. Partner with the technology team as system expert to provide recommendations on new functionality. Maintain strong working relationships with both internal and external team members to ensure alignment to exceed productivity targets. Serve as an escalation point for issues that impact the customer and identify, prioritize and champion opportunities for process improvement. * Enhance customer experience by reducing executive escalations by 40% in six months. * Accelerate response time to customer inquiries from seven days to 12 hours. * Scale customer support to meet 80% YOY holiday sales growth. * Create executive reporting to track progress on KPI¡¦s such as first call resolution, average handle time, and average ticket close time. * Develop new hire training curriculum, call scripting and Wiki knowledge base tool for agents. * Employee of the Year Nominee. Show less Remotely manage vendor call center with 35 agents to provide a superior customer experience while reducing costs. Partner with the technology team as system expert to provide recommendations on new functionality. Maintain strong working relationships with both internal and external team members to ensure alignment to exceed productivity targets. Serve as an escalation point for issues that impact the customer and identify, prioritize and champion opportunities for process improvement. *… Show more Remotely manage vendor call center with 35 agents to provide a superior customer experience while reducing costs. Partner with the technology team as system expert to provide recommendations on new functionality. Maintain strong working relationships with both internal and external team members to ensure alignment to exceed productivity targets. Serve as an escalation point for issues that impact the customer and identify, prioritize and champion opportunities for process improvement. * Enhance customer experience by reducing executive escalations by 40% in six months. * Accelerate response time to customer inquiries from seven days to 12 hours. * Scale customer support to meet 80% YOY holiday sales growth. * Create executive reporting to track progress on KPI¡¦s such as first call resolution, average handle time, and average ticket close time. * Develop new hire training curriculum, call scripting and Wiki knowledge base tool for agents. * Employee of the Year Nominee. Show less



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Sales Operations Manager

  • 2006 - Apr 2015

  Supported sales activity for 577 agent locations, 735 national retailers, and 62 regional sales staff with a direct staff of three consultants. Simultaneously managed multiple, time sensitive projects with complex departmental dependencies and competing priorities to achieve growth targets within tight deadlines. Developed successful strategies to impact cost initiatives and improve overall customer experience. * Best in class company wide sales growth seven out of the eight years for both… Show more Supported sales activity for 577 agent locations, 735 national retailers, and 62 regional sales staff with a direct staff of three consultants. Simultaneously managed multiple, time sensitive projects with complex departmental dependencies and competing priorities to achieve growth targets within tight deadlines. Developed successful strategies to impact cost initiatives and improve overall customer experience. * Best in class company wide sales growth seven out of the eight years for both the OHPAWV indirect agent and national retail channels. * Developed and managed project plans for flawless execution on new product launches. * Directed regional NPS Net Promoter Score launch and ongoing initiatives for the channel. * Ran Lean Six Sigma Green Belt project to improve sales channel communications with annual EBITDA savings of $205,724. * Selected as a core team member of a Lean Six Sigma workout for the indirect channel contributing four approved projects with an estimated savings of $3 million each. * Led green initiative to recycle 35 prepay displays from Verizon retail stores to Wal-Mart resulting in a $14,000 cost savings and a 20% lift in prepay sales. * Created and delivered Brand Awareness training that increased prepay sales 5% thru incremental displays. * Automated sales visit process to tablet based form to ensure consistent message and tracking. * Two employee ideas were implemented and received the 2012 Powerful Answers Award. * Submitted seven Powerful Answer employee ideas in 2014 with four pending implementation.

• Sales Manager

  • 2001 - 2006

  Directed the sales activity of six account managers and 120 national retail locations in Western PA. Established strategic relationships with national retailer management. Delivered executive presentations on sales results to senior staff and regional president. Provided ongoing performance feedback, coaching, training and development to the account managers on my team. *Co-produced the first Indirect Technology Expo which served as national template for interactive data product training… Show more Directed the sales activity of six account managers and 120 national retail locations in Western PA. Established strategic relationships with national retailer management. Delivered executive presentations on sales results to senior staff and regional president. Provided ongoing performance feedback, coaching, training and development to the account managers on my team. *Co-produced the first Indirect Technology Expo which served as national template for interactive data product training with over 500 agent and retailer associates in attendance at PNC Park. Through data product knowledge training, sales increased nearly 20% in the following quarter. *Built and maintained relationships with one of the largest national retailers with Verizon Wireless to help them earn the #1 gross sales ranking in nation for 2004 and 2005. *Executed successful pilot of eight Wal-Mart stores leading to the national launch which generates approximately 74% of overall gross sales for the national retail channel monthly. *Demonstrated excellent leadership skills that grew the business and achieved the 2005 Top Gun Award for Best YOY Data Increase of 27%.

• Account Manager

  • 1999 - 2001

  Established relationships with regional, district and store management to drive wireless initiatives. Trained, coached and educated retailers on products and services. Developed, implemented and tracked sales incentives designed to drive sales. Ensured all merchandise was in compliance with standards. *Demonstrated excellent account management skills to earn the Winners Circle Sales Award in 2000 and 2001.



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Corporate Account Coordinator

  • May 1989 - 1999

  Directed the sales activities for 24 corporate account executives to exceed targets. Established and maintained relationships with key corporate clients responsible for 30% of regional revenues. Developed and executed account acquisition, penetration and retention strategies. *Served as the driving force for the creation of a new sales team responsible for penetrating the consumer market within national accounts, resulting in 199 new sales in two months at Westinghouse. *Developed and… Show more Directed the sales activities for 24 corporate account executives to exceed targets. Established and maintained relationships with key corporate clients responsible for 30% of regional revenues. Developed and executed account acquisition, penetration and retention strategies. *Served as the driving force for the creation of a new sales team responsible for penetrating the consumer market within national accounts, resulting in 199 new sales in two months at Westinghouse. *Developed and maintained corporate account database as a regional management tool to track 1,500 clients with monthly revenues of approximately $2.5 million. *Implemented a new remote fulfillment inventory system saving $639,000 annually through increased sales productivity and reduction of equipment billing losses. *Consistently exceeded sales objectives and received the Circle of Excellence Award. Show less Directed the sales activities for 24 corporate account executives to exceed targets. Established and maintained relationships with key corporate clients responsible for 30% of regional revenues. Developed and executed account acquisition, penetration and retention strategies. *Served as the driving force for the creation of a new sales team responsible for penetrating the consumer market within national accounts, resulting in 199 new sales in two months at Westinghouse. *Developed and… Show more Directed the sales activities for 24 corporate account executives to exceed targets. Established and maintained relationships with key corporate clients responsible for 30% of regional revenues. Developed and executed account acquisition, penetration and retention strategies. *Served as the driving force for the creation of a new sales team responsible for penetrating the consumer market within national accounts, resulting in 199 new sales in two months at Westinghouse. *Developed and maintained corporate account database as a regional management tool to track 1,500 clients with monthly revenues of approximately $2.5 million. *Implemented a new remote fulfillment inventory system saving $639,000 annually through increased sales productivity and reduction of equipment billing losses. *Consistently exceeded sales objectives and received the Circle of Excellence Award. Show less