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Summary

  • A top-performing sales executive who is a dynamic, organized and overachieving leader with more than 20 years of experience in a variety of Call Center Sales Management roles. Call Center Outsourcing, offshore/near shore, as well as Senior Support Management positions
  • Organized creative and operate in a team environment as well as independently, ability to gain buy-in from decision-makers at all levels both internally and externally

Work experience

Protocall Communications
January 2011Present

Business Development Executive

(Privately Held; 500 employees; $20M Call Center Outsourcing Company)

Tasked with selling Protocall's award-winning outbound/inbound Call Center services to Fortune 1000 customers. Assisted with the launching of new programs between client and company's account management. Interacted with clients and companies on an ongoing basis while programs are called.

  • Exceeded annual quota 2011-Present
  • Average deal size= $10M ACV// Average sales cycle = 6-12 months
  • Involved in all facets of a successful Call Center start-up through maturity and buyout.
  • Clients included Constellation Energy, Direct Energy, GDF Suez among others.
Concentrix Corporation (Formerly Convergys)
Jan 2010Jan 2011

Director of Call Center/BPO Sales; Communications,Cable,Satellite

(Public Company; 75,000 employees; 2.7B Customer Relationship Management Company)

Hunter at C-Suite level selling Convergys customer relationship management solutions. Convergys Corporation (NYSE: CVG) is a corporation based in Cincinnati, Ohio that provides customer relationship services, outsourced human resources management, consulting and professional services, billing services, and multichannel self-care technology system to its clients. Most of its clients are companies in the telecommunications, financial services, technology, government, and employee care markets.

  • Achieved new label quota goal of $2M in 2010
  • Average deal size= $2M// Average sales cycle = 6-12 months
  • Involved in all facets of a successful Call Center start-up through maturity and buyout
  • Target clients include Verizon, Frontier, Clearwire, among others.
NOVO 1, Inc.
Jan 2006Jan 2010

Vice President Call Center/BPO Sales

(Privately Held; 3000 employees; $100M Teleservices Company)

Hunter at C-level for selling outsourced marketing solutions across NOVO 1's 13 business units. Work directly with clients and through 3rd parties such as advertising and media buying organizations. Responsible for developing internal CRM departments, both inbound and outbound sales plus customer care. I have closed deals ranging in size from 15-30 seats with potential for growth to 100 seats plus in size.

  • Exceeded quota '06-10
  • Annual quota $2.5M-Actual, 5M
  • Average deal size=500K// Average sales cycle= 6-12 months
  • Throughout Novo 1's  career ('06-'07) on average: 150% of quota
  • Top business development executive of the year, telecom vertical-('06-07)
  • Responsible for $8M+('06-'07) in NEW business revenue
  • Clients included Comcast, Verizon Wireless, AT&T among others.
Protocall Communications
Mar 2000Jan 2006

Senior Call Center/BPO Sales Manager

(Privately Held; 500 employees; $20M Teleservices Company)

Tasked with selling Protocall's award-winning outbound/inbound Call Center services to Fortune 1000 customers. Assisted with the launching of new programs between client and company's account management. Interacted with clients and companies on an ongoing basis while programs are called.

  • Exceeded quota '02,'03,'04,'05&06
  • Average deal size= $500K// Average sales cycle = 3-6 months
  • Involved in all facets of a successful Call Center start-up through maturity and buyout
  • Offered the position of VP Sales with acquiring company (NOVO 1)
  • Clients include AT&T, Cablevision, Pepco, Wall Street Journal, Sprint.
Protocall Communications
Feb 1998Mar 2000

Outbound Sales/Customer Care Specialist

  (Privately Held; 500 employees; $20M Teleservices Company)

Responsible for servicing Protocall's clients in a range of industries by contacting their target audience via telephone for the purpose of New Customer Acquisition, Lead Generation, Appointment Setting, and Market Research. Responded to Customer Queries, Complaints and Payment while providing outstanding and judicious service to both customers and management.

  • Did proactive selling in order to retain customers.

  • Extended customer contracts to prevent churn

  • Assisted the customer in billing issues and applied credits when necessary.

  • Was consistently among the top 5 performers in a Call Center that housed more than 400 sales representatives.

Oracle/Micros Corporation
Jan 1996Feb 1998

Systems Support Specialist

(Public Company; 136,000 employees; $40B Enterprise Software Company )

Tasked with Resolving  escalated software issues. Assuring customer acceptance and quality of resolution, while identifying and escalating issues that require advanced product knowledge.

  • Answered incoming customer calls in a timely manner and/or takes assignment of cases from others.
  • Resolved customer software issues using available resources. Support Implementation personnel with technical questions.
  • Escalate unresolved cases as necessary. Dispatch unresolved cases appropriately as needed.
  • Documented all work as instructed. Used discretion and judgment to ensure customer satisfaction and utilization of time.

Skills

Relationship Building

Adept at understanding my client's perspective. Strong verbal, nonverbal communication skills. Great listener and able to work well within a team environment. 

Research and Planning
Adept in the search for specific knowledge and the ability to conceptualize future needs and solutions for meeting those needs.  
Communication
Highly skilled in the expression, transmission and interpretation of knowledge and ideas.

References

Scott Kleinknecht

Mr. Kleinknecht is the CEO and founder of Protocall Communications. I have worked under Mr. Kleinknecht for more than 10 years, and he will gladly provide a reference on my professionalism and work quality.

Deb Liebel

Ms. Liebel is the COO of Protocall Communications . I have worked under Ms. Liebel for more than 10 years. Ms. Liebel has served both as a coach and mentor during my career at Protocall, and will glady provide a reference.

Joel Sam

I have known Mr. Sam professionaly for more than 10 years. I had the privledge of working with him on several marketing projects prior to his founding of TelcoIQ. Mr. Sam will gladly provide reference on my character and work ethic.

Education

Howard University, Fairmount Heights HS

Business

Interest

Call Center Outsourcing, Home Agent Outsourcing, BPO, Telecommunications, Energy, Mobile Marketing, Social Media Marketing, New Technology, Basketball