Summary
Innovative Retail and Call Center Sales Operations Manager with proven leadership in sales execution, program management, and employee communications. Proven ability to simplify complex concepts through significant experience in developing and managing communications. Laser focused on identifying bottlenecks and improving sales execution. Diligent data analyst highly skilled in MS Excel and SharePoint with a track record of analyzing business intelligence empowering Leaders to make insightful decisions. Excels in fast paced, evolving environments that demand a proactive, take-charge attitude. Drives change through building strong relationships with direct reports, stakeholders, and cross-functional teams. Extensive interaction with Executives has cultivated strong communication and public speaking skills.
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Experience
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2017 - Present
Sales Program Execution Lead
AT&T Sales Centers Atlanta, GA -
2015 - 2017
Sales Communications Manager
AT&T Sales Centers Atlanta, GA -
2015- 2015
Sales Program Execution Lead
AT&T Sales Centers Atlanta, GA -
2013 - 2015
Regional Compensation Analyst
AT&T Retail Operations Atlanta, GA -
2010 - 2013
Assistant Manager - Team Lead
AT&T Retail Greenville, SC -
2005 - 2008
NASCAR Promotions and Events Manager
Rockwell Automation Greenville, SC
Highlights
- Sales Operations Analyzes Voice of the Customer (VOC) survey results and diagnostic survey data including JD Power to provide and implement improvement recommendations across 140+ centers and 26k+ agents. Leading 10.3% YoY improvement in Voice of the Customer survey results for U-verse centers in 2018.
- Field Support Gathers, interprets, and evaluates Customer Experience performance data and trends. Launched reporting SharePoint and provides in-depth analyses for field to track performance & analyze results.
- Data Analytics Develops innovative and creative solutions while providing factual and actionable insights to support improving the Customer Experience, delivering best-in-class service across multiple channels. Provides guidance to leadership on recommendations for field execution.
- Actionable Intelligence Provided Executives with analytics and decision-support tools including Weekly Scorecards, Operational Review Decks and other reporting needs to enhance management’s decision-making.
- Project Management Develops strategies and programs targeted to drive best-in-class Customer Experience (CX) results in AT&T owned and operated call centers and external strategic partners. Oversees alignment and coordination with cross-functional partners to identify and implement performance improvement and training opportunities.
- Dashboard Creation Invented Sales Compensation KPI Dashboard for Leadership to track attainment and visualize trends of compensation payouts and attainments across the Southeast Region.
- Employee Communications Owned strategic internal communications for over 26k call center agents including strategy, design, development, and execution. Drove core messaging across 140+ call centers worldwide that promoted awareness, engagement, and understanding of business objectives, sales campaigns, product launches, and strategic priorities.
- Executive Communications Created, lead, and managed, from conception to completion, communications for senior leadership including organizational announcements, video scripts, presentations, and live webcast town halls.
- Sales Compensation Evaluated and oversaw sales compensation for over 12k employees across 650+ retail stores. Performed complex quantitative analysis to develop reporting. Made actionable recommendations to leadership on effectiveness. Managed plan administration, auditing and issue resolution for accurate payouts.
- Process Improvement Identified need for and implemented innovative process for employees to submit compensation issues reducing the number of days needed for resolution and increasing payout accuracy.
- Marketing & Public Relations Managed print & online marketing and public relations campaigns. Performed at-track public relations management, coordinating with national media outlets including FOX Sports and ESPN. Increased national marketing exposure from $10.7 Million to over $15 Million.
- Event Planning Planned and executed over 115 on and off track Special Events hosting up to 400 guests each. Responsible for all aspects including planning, vendor negotiations, budgets, and execution.
Education
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Clemson University
Business Management Degree2001 - 2005
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Six Sigma Green Belt
Certification2014
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AT&T Retail Management Development
Graduate2012