DIRECTOR OF OPERATIONS, BPO Executive Summary Results-Focused management professional offering 15 years progressive leadership experience. Transforms high-potential staff outstanding leaders demonstrate creativity savvy critical financial operational success. High-energy Manager successful building motivating dynamic teams. Cultivates company culture staff members feel comfortable voicing questions concerns, well contributing new ideas drive company growth. Core Competencies Operations Management Staff Development Change Management Cross-functional Team Management Complex Problem Solving Calm pressure Computer-Savvy Skilled negotiator Experience Director Operations, BPO 11/2013 04/2015 Company Name City State Responsible 3 Sales Locations (Over 200 employees) managed team 200 professional consisted hiring, training, performance management. Strengthened client relationship client Concentrix. Increased Client revenue 2.2 Million 3 Million monthly basis. Surpassed revenue goals four consecutive quarters. Over 6 Basis points improvement conversion metrics. Improved every KPI Close Ratio, Activation per rep, overall ARPU. Led program meetings, strategy, overall direction daily basis. Revamped new comp plan reps geared Sales performance. Increased profits developing, initiating, managing sales programs day day basis. P L responsibility- Increased overall Gross Margin high 32%. Director Sales 05/2010 11/2013 Company Name City State Responsible 2 Direct Sales Locations (Over 500 People) hiring, training, performance management Consistently ranked #1 site every month 2010. Improved every KPI metric Close Ratio, Activation's, ARPU. Played instrumental role Direct Sales Strategy every aspect Compensation Plans, Training Quality, overall direction Revamped Sales Integrity team new process helped improve Quality metrics. Hired Trained new Management mentor success. Presented Sales Analysis Executive Management regarding Direct Sales Performance. Led site Management staff meetings, new strategy, direction Daily basis General Manager Of Sales Operations 10/2005 05/2010 Company Name City State Established New Sales Team ground up. Hiring, training, performance management daily basis. Sales team grew 50 reps 300 site due high performance. Led Supervisors Managers daily basis implemented led increased performance. Developed Implemented new business life cycle included planning, marketing, hiring training #1 Sales performing site every week, month, year 2006-2010 every metric YoY improvement every Metric. Close rate increased 19% 2005 32% CR 2010. Led Sales team day day basis high energy employee engagement. Traveled extensively call centers 2009 initiate performance model launch new Direct Sales sites Phoenix, AZ. Provided timely feedback Executive Management regarding Direct Sales performance Responsible P L 300 sales rep site Sales Supervisor 11/2003 10/2005 Company Name City State Led team 14 OB Sales reps Motivated, trained developed, held Sales reps accountable daily basis Sales goals Ran different department contests increase motivation Sales performance. Handled Sales reps reviews annual basis. Trained developed reps call monitoring one one meetings. Successfully promoted 5 Team members Supervisor role let Outbound Sales department Sales performance daily weekly basis. Education Training Business Management 2001 Bergen Community College City State USA Skills Business Management, conversion, Client, Customer Satisfaction, Customer Services, customer service experience, Direct Sales, direction, Executive Management, focus, forms, hiring, languages, Director, marketing, meetings, works, Enterprise, Network, performance management, Quality, real time, recruiting, Sales, Sales Analysis, Spanish, Strategy