Lance S.

Parton
7808 Flower Bluff E-mail: lpc2ab8e@westpost.net
San Antonio, Texas 78240 Home: 210-543-0507
Mobile: 210-464-6466

Highly skilled, results-oriented professional with extensive experience in sales

and operations management in high demand sales and service environments. Creati
ve thinker skilled at adapting quickly to changing strategic business priorities
. Consistent driver of increased sales and profit. Energetic leader with strong
organizational and analytical skills. Dynamic people manager skilled at coachin
g and developing individual employees while motivating strong client relationshi
p teams.
PROFESSIONAL STRENGTHS
Sales Management Process Improvement Operations Management
Change Management Call Center Operations Budgeting and Forecasting
Relationship Building Performance Development Team Building / Coaching
Staffing and Scheduling Incentive Programs Customer Service
SELECTED ACHIEVEMENTS
* Oversaw sales support activities for the national telesales division of a Fort
une 500 financial institution. Supervised a staff of 13 and a $1 million budget
. Identified gaps in sales performance and developed training with scripts to e
nhance sales production. Directed a project to design, develop, and implement a
"new money" initiative to secure transferred deposits from existing clients with
accounts at other financial institutions. RESULTS: Gained $2.3 million in tran
sferred new deposits in 30 days.
* Supervised four sales managers and a team of 75 in an inbound sales call cente
r. Championed a project designed to increase sales via cross-selling of banking
services. Designed plan to increase the number of existing clients who conducte
d business by speaking to service representatives rather than by using automated
services. RESULTS: Increased overall sales conversion rate from 2% to 9% in onl
y five months, ramping up completed sales from 500 per month to 2250 monthly. R
ecognized with annual award as the top operational area sales manager in the div
ision.
* Spearheaded a major staffing project with a tight completion schedule supporti
ng the expansion of a national telephone sales unit. Developed a project team a
nd a comprehensive action plan. Revamped interview criteria, and coordinated com
plex interview schedules. Expanded required training content, and directed class
room training plan. RESULTS: Hired the targeted 80 new employees in 90 days, t
wo months ahead of schedule. Facilitated generation of $1.1 million in addition
al revenue prior to the original projected start date.
* Implemented a service program designed to increase the retention rate of clien
ts requesting withdrawal of their bank CD funds. Analyzed existing client respon
se practices. Designed call process flows as well as scripting and training for
all sales associates. Developed and presented program status report for senior l
eadership. RESULTS: Increased retention of CD clients from 7% to 18% in the fi
rst six months.
* Coordinated the development of a new sales management training curriculum supp
orting unit managers in a national sales division. Researched and analyzed exist
ing training. Created enhanced sales training, leveraging multifaceted tra
ining department resources. Launched implementation of the new training during a
major managerial hiring period. RESULTS: Facilitated development of more effi
cient and effective sales leaders. Recognized with the annual award as the top
sales unit manager in the division.

PROFESSIONAL EXPERIENCE
JP MORGAN CHASE - December 2009 through June 2010
Service to Sales Team Manager
WEST BUSINESS SERVICES - April 2009 through October 2009
Senior Client Operations Program Manager, San Antonio, Texas
CITIBANK/CITIGROUP 1982 - 2009
Vice President, Revenue Sales Support, San Antonio, Texas 2008 - 2009
Operational Area Sales Manager, National Telebusiness Unit, San Antonio, Texas 2
001 - 2008
Unit Sales Manager, National Telebusiness Unit, San Antonio, Texas 1995 - 2001
Manager, Remote Home Equity Loans, Miami, Florida 1991 - 1995
New Account Representative, Miami, Florida 1984 - 1991
Bank Teller, New York, New York 1982 - 1984

EDUCATION
B.B.A., Management, Florida International University, Miami, Florida