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Sales and Operations Leader with 10+ years of contact center experience
Contact
Competencies
Experienced in sales strategies, call handling, and achieving high conversion rates.
Skilled in coaching, root cause analysis, and implementing tactics to optimize team performance.
Led teams of up to 50 professionals, focusing on metrics improvement and strategic oversight.
Managed daily operations, call quality, attendance, and recovery efforts within contact center environments.
Proficient in Microsoft Office tools for reporting, documentation, and communication.
Languages
Summary
Experienced in managing contact center teams, executing sales strategies, and optimizing performance metrics across diverse environments.
Key Achievements
- Managed a team of 50+ representatives across different roles, focusing on coaching and performance improvement.
- Achieved consistent sales conversion rates ranging from 30% to 40% in inbound and outbound sales roles.
- Led initiatives to improve team metrics, including QA, attendance, and recovery rates, meeting or exceeding targets.
Experience
Dish Network Inbound-Outbound Sales Representative
Responsible of selling Dish Network packages through inbound and outbound communication achieving 30%, 3 sales out of 10 contacts Conversion rate requested.
Dish Network Inbound-Outbound Sales Coach
Responsible of call listening, root cause analysis and effective coaching to develop the bottom performance team assigned having to move them up to reach their targets for their metrics, 3 sales out of 10 calls 30% conversion rate.
Dish Network Inbound-Outbound Team Leader
Responsible of managing a group of 22 representatives and the team metrics improvement and result through different tactics (Effective coaching, follow ups opening and closing loops to make sure the team effectively reaches targets requested (30% conversion rate, 100% QA)
Inbound Sales Representative
Responsible of receiving inbound calls from Canada having a 40 % conversion rate as main metric being able to over pass it every single month positioning internet and phone services and products national wide.
at&t Sales and Services Supervisor
Being responsible o implementing leadership academy strategy, making sure metrics (VOC, AHT, SALES ) were being achieved opening loops for root cause analysis applying tactic needed based on representatives different personalities and performance.
Outbound Sales Operations Manager
Responsible of a group of 25 people in a small business as lead generation for merchant cash advance generating an average of 100 leads a day as a team.
Outbound Collections Supervisor
Responsible of managing a group of 15 people focus on the collection and recovery of past due bills as third-party company for Drs, Clinics and hospitals. Achieving 90% attendance, 10% collections and 30% QA on a daily weekly and monthly basis.
Outbound Collections Operations Manager
Responsible of managing a floor of 50 people including Supervisors, QA reps, back office representatives and collectors focus on the collection and recovery of past due bills as third-party company for Drs, Clinics and hospitals and retail bills Achieving 90% attendance, 10% collections and 30% QA...