Director of Inside Sales

• Jan 2023 - Present

RM Factory is a sales enablement and marketing agency that creates marketing and sales content, and develops and operationalizes marketing strategies. These strategies are executed through multi-modal campaigns connecting clients to their prospects, customers, and/or business leads. Architecting, managing and optimizing online and offline sales and service programs for B2C, B2B and B2G programs is a core expertise. What can take months for most agencies is well-designed and executed in days or weeks due to deep relationships in the industry, utilization of state of the art technology and results-driven commitment. With deep roots in direct and customer relationship management, RM Factory focuses on client ROI and cost savings through a series of codified processes and methodologies and keeps a laser focus on operational management. Show less

Marketing Services Director

• Jun 2018 - Jan 2023

RM Factory is a sales enablement and marketing agency that creates marketing and sales content, and develops and operationalizes marketing strategies. These strategies are executed through multi-modal campaigns connecting clients to their prospects, customers, and/or business leads. Architecting, managing and optimizing online and offline sales and service programs for B2C, B2B and B2G programs is a core expertise. What can take months for most agencies is well-designed and executed in days or weeks due to deep relationships in the industry, utilization of state of the art technology and results-driven commitment. With deep roots in direct and customer relationship management, RM Factory focuses on client ROI and cost savings through a series of codified processes and methodologies and keeps a laser focus on operational management. Show less

Contractor - Director Inside Sales

• Jan 2023 - Present

Contractor - Marketing Services Director

• Jun 2018 - Jan 2023

Director, Client Services

• Nov 2014 - Jan 2018

RM Factory is a sales enablement and marketing agency that creates marketing and sales content, and develops and operationalizes marketing strategies. These strategies are executed through multi-modal campaigns connecting clients to their prospects, customers, and/or business leads. Architecting, managing and optimizing online and offline sales and service programs for B2C, B2B and B2G programs is a core expertise. What can take months for most agencies is well-designed and executed in days or weeks due to deep relationships in the industry, utilization of state of the art technology and results-driven commitment. With deep roots in direct and customer relationship management, RM Factory focuses on client ROI and cost savings through a series of codified processes and methodologies and keeps a laser focus on operational management. Show less

Associate Director, Client Services

• Feb 2013 - Oct 2014

RM Factory is a sales enablement and marketing agency that creates marketing and sales content, and develops and operationalizes marketing strategies. These strategies are executed through multi-modal campaigns connecting clients to their prospects, customers, and/or business leads. Architecting, managing and optimizing online and offline sales and service programs for B2C, B2B and B2G programs is a core expertise. What can take months for most agencies is well-designed and executed in days or weeks due to deep relationships in the industry, utilization of state of the art technology and results-driven commitment. With deep roots in direct and customer relationship management, RM Factory focuses on client ROI and cost savings through a series of codified processes and methodologies and keeps a laser focus on operational management. Show less

Manager, Client Services

• Sep 2007 - Feb 2013

The Manager, Client Services position is a client and vendor facing role which supports both the strategic and operational needs of our clients business through the management of outside vendors (Call Centers, Media Partners, Email Vendors, Database Vendors, Technology vendors, etc.). This position also requires working with our internal client teams, our strategic business partners and the client’s internal staff to implement their marketing efforts and needs and build solutions to clients’ most pressing business issues. The position will work primarily across the operational facets of the client’s business (as scopes of projects allow) but requires knowledge and business acumen across all marketing channels and tactics to become indispensable to the client and the internal agency team. Show less

Strategic Business Unit Manager/Operations Manager

• Aug 2006 - May 2007

Directed and managed daily operations within multiple service areas with modest revenue levels to ensure performance standards are met/client and project commitments adhered to. Assumed P&L responsibility for assigned clients/projects; developed budget and cost estimates and managed project/contract demands consistent with budget projections. Analyzed workflow and assignments to ensure efficient/cost effective operations; developed/implemented processes, programs or service improvements to meet such needs. Show less

Project Manager

• Sep 2004 - Jul 2006

Responsibilities included driving key performance indicators. Responsible for managing, monitoring, and communicating program productivity and quality results as well as developing and managing a Supervisor staff of 8 with an assigned group of 350 call center agents reporting up through them. Assisted in pre-launch project preparation and on-going project management by communicating closely with Call Center Manager and established Clients. Analyzed performance across all assigned projects and develop/implement improvement plans as needed. Show less

Site Trainer

• Apr 2003 - Aug 2004

Responsibilities included development of employee’s skills by providing extensive training, coaching and motivation. Assistrfg in pre-launch project preparation and on-going project management by communicating closely with Operation Managers. Continually developing training materials needed to conduct project and sales training courses in a team effort Assisted with both onsite and remote client monitorings and site visits.

Supervisor

• Aug 2002 - Mar 2003

Responsible for coaching, training, motivating and leading teams of Telephone Representatives along with verifying sales and handling escalated calls. Participated in performance evaluations, monitoring and enhancement activities. Provided a liaison between Telephone Representatives and management with regards to project issues and performance challenges and/or successes.

Operations Analyst

• Jun 2000 - Nov 2001

Responsible for developing, delivering and assessing success of supervisory and/or skills learning programs in retail operations, policies, standards, systems and employee development using a variety of teaching methods and media resources. Provided proactive support to client groups by developing and delivering sound programs that met business objectives to a division of over 350 employees. Worked with managers to identify developmental needs and designs programs to meet those business needs. Consulted with managers and employees to improve learning and development programs. Show less

Operations Manager

• Mar 1999 - May 2000

Managed, directly and through subordinates, operational activities within established area. Developed workflow policies and procedures. Set performance standards and administered performance evaluations. Manages ongoing processing efforts and accountable for the units budget. Implemented and facilitated the training of staff consisting of over 200 in a centralized processing center. Predominant content focused on Federal Regulatory Compliance and Human Resource issues.

Corporate Trainer

• May 1996 - Feb 1999

Coordinated and implemented company-wide internal and external education programs for a 24/7 call center of 450 employees. Assisted in the identification and assessment of local training needs. Participated in development and facilitation of all new hire training programs. Products, services, sales and federal banking regulations were among the featured topics covered in the 30 day training class.