Senior Consultant & National Program Director
As a Senior Consultant I deliver franchise consultation and brokering, providing, through a defined process, the right franchise for each person. Responsibilities include: customer prospecting, servicing consultation, matching candidates and franchises, walkthrough candidates over the brand selection process, educate candidates on franchising, and educating international franchisors on domestic market. As National Phoenix Program Director, I handle all program operations servicing all Mexican franchisees, through a virtual call center, reporting directly to VP of Marketing in Toronto and COO in Providence. Responsibilities include: Selection and Hiring of call center operators (now in Puebla, Atlixco, Guadalajara and Santiago de Chile), training and support for operators. Designing KPI´s and metrics to measure operators performance, managing day to day operations of the virtual call center from prospect reception and credit allocation to consultation delivery.