929 Ogden Avenue Toledo, OH 43609 (419) 705-4401

I am a proven professional with a track record of call center optimization experience. My B2B sales success coupled with my call center management skills puts me in a position to be an extremely effective leader in any inbound or outbound technical or sales environment.

Page Plus Cellular Holland, OH 2011 to Present Operations Manager Responsible for the daily operations of a 400+ seat call center including scheduling, hiring, training, quality assurance and policy adherence. Also responsible for the VZW wholesale billing and provisioning systems, customer care applications and service outages. • Implementation of a self developed award winning coaching and feedback system that has proven to improve key metrics, quality assurance and lower attrition quickly and in any dynamic environment. Decreased time to 100% productivity for new hires from 12 weeks to 9 weeks accounting for a $70,000 savings. Reduced turnover rate by 22% for a savings of over $150,000 annually. Introduced web chat functionality that diverted over 650,000 calls into the center to a web portal. This has resulted in a savings of over $800,000 annually. Implemented, managed and oversee a BPO partner currently at 50 FTE which will save approximately $480,000 this year. Our training and QA standards bring our partner agents to 100% productivity in less than 12 weeks. Complete training overhaul implementing agent nesting programs, ad hoc sessions, BLR library training modules, detailed and directed focus groups, in house industry specific presentations, and scheduled team meetings. Budget forecasting experience for multiple departments and ROI/business case presentation and implementation. Project management experience for multiple initiatives. Client liaison between Verizon CIS group and Page Plus Cellular. Direct and consistent communication that has helped create a distinct chain of command and has greatly reduced the reaction time in processing business critical and financially impacting issues for Page Plus. Excel Word, Access, PP and Outlook expert; CRM, CCT, RSS, ADP Time and Attendance, Avaya, Nortel and Aspect WFM systems experience.

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RSC Equipment Rental Maumee, OH 2010 to 2011 [Industrial rental equipment and tool management provider] Industrial Sales Manager Detroit Metro Region

Established rental business in the industrial sector by calling on steel plants, petro-chemical plants, automotive plants and large general contractors in the Detroit Metro region. • • Grew rental fleet from $300,000 to $1,250,000 within the first 5 months of employment by prospecting and establishing new customers within the Metro Detroit market. Attained a large steel mill expansion and maintenance contract for a 3 year project run. Estimated rental fleet for RSC is approximately $10,000,000 to $12,000,000. Develop and execute strategies to achieve revenue goals that reflect an understanding of market conditions and trends. Changed business model to best compete in the heavily industrialized Detroit market. Started to close the gap of RSC Equipment’s goal to go from being 55% of industrial business up to 75%. Develop, implement, and sustain quality process improvements that focus on safety, financials, operations, and customer service. Recommended new RSC Equipment Dearborn store location based on competitor’s location and industrial business model.

Increte Systems, Inc Tampa, FL 2006 to 2009 [Manufacturer of decorative concrete products to general concrete and masonry contractor supply stores, and ready mix concrete companies.] Regional Sales Manager Central Region Established new distributorships and built and strengthened existing customer base in Ohio, Michigan, Kentucky, Pennsylvania and Indiana. Trained new distributors and contractors on Increte Systems product line on-site or at Increte locations. • • Grew territory sales from $1.1 million in 2006 to $1.5 million for 2007 and $1.75 million for 2008 and $1.8 million for 2009. Established 14 new full-service distributorships and grew existing distributorships. Worked with distributors to identify new customer base and attain new business with Increte-generated leads. Held AIA accredited architect box lunch seminars to highlight product benefits. Trained distributor sales personnel to host their own demonstrations. Educated participants on proper procedures for pouring and stamping colored concrete, staining concrete and installing concrete overlay systems. Sold, installed and trained customers on Increte’s color dispensing system. Reprogrammed competitor machines to run Increte admixture, increasing admix sales and improving customer service. Sold and trained the StoneCrete wall form liner system to contractors, distributors, municipalities and attained exclusive DOT specifications.

Navastone, Inc Cement City, MI 2004 to 2006 [Manufacturer of concrete building materials: interlocking concrete pavers, segmental retaining wall systems and architectural tiles.] Sales Representative Managed and grew sales in the Greater Detroit region. Created and delivered public seminars for retail oriented dealers. Hosted technical “Lunch and Learn” sessions for landscape contractors, architects and engineers. These ranged from simple product demonstrations to complex product applications. • Expanded customer base by attaining 29 new accounts ($367,000 in additional sales) for 2005. Increased sales in this territory when NAVASTONE’s top competition lost market share.

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Turned around declining accounts through employee training, new product implementation and working directly with their customers. Successfully specified NAVASTONE products to architects and engineers. Successfully lured contractors to new and existing dealers to increase sales.

Convergys Corporation Toledo, OH 2000 to 2004 Operations Manager Led, motivated and challenged Team Supervisors directing 140 associates in a 24/7 call center. • • • Introduced and implemented a coaching and feedback process that increased quality and lowered average handle time center wide. This process was immediately deployed in all North American call centers. Tailored coaching and feedback to specific root causes. Lowered center attrition rate. Significantly improved service times through coaching, tracking and accountability.

Underground Pipe and Valve Toledo, Ohio Outside Sales Manager

1997 to 2000

Sold underground utility products to contractors and municipalities. Managed 120 accounts (50% new business personally developed). • • • Grew territory sales from $950,000 in 1997 to $1.65 million by 2000. Completed take-offs and priced jobs for contractors. Bid annual municipal contracts, some exceeding $1 million in water and sewer materials. Trained municipal employees on new products and produced seminars to keep contractors and municipalities abreast on new technologies. 1992 to 1997

Kuhlman Corporation Maumee, Ohio Purchasing Agent/Direct Sales

Purchased and managed approximately $3 million in water and sewer inventory. These products included steel and ductile iron pipe, fire hydrants, valves and municipal brass and water meters. • • Dispatched union delivery personnel and ensured timely deliveries. Implemented a bar coding system and reorder point system based on inventory turns. Panned product layout for more efficient use for employees and customers. Implemented a security system and camera system to assist loss prevention. Reduced inventory shrink from 10% in 1994 to less than 1% in 1996. Assisted our outside sales staff with maintaining their accounts. Responsible for producing job quotes. Also working and pricing take-offs from blueprints for job bids. Responsible for scanning the Dodge report to find new underground utility jobs being bid.


Bachelor of Science, Business Administration Heidelberg College Tiffin, Ohio LinkedIn Profile

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