TRAVIS WASCHER 2500 Winding Creek Blvd. #G206-Clearwater, FL 33761 ~ 727-452-0703 ~ tw1320182@w estpost.

net PROFILE Results-driven sales manager eager to contribute call center and retail experie nce to optimizing bottom-line performance. Excel in training, developing and directing high-performance teams; have spearh eaded numerous training initiatives, equipping staff with tools and resources fo r maximizing performance. Dynamic analytical, team leadership, architectural rendering, project managemen t, client relations, and problem solving skills. Possess strong project administration experience including managing multiple de adlines simultaneously to maximize profitability. Technically proficient IEX, TotalView, CTI Technology, VBA, MS Office Suite, No rtel, Convergence, Crystal Reports, Rockwell, Live Person, Symposium (CCM), Lotu s Notes, IRENE, ADP, Interaction Client, Vertical Response, and Constant Contact . CAREER ACCOMPLISHMENTS X Resolved 92% of all customer incidents within 72 hours, exceeding department g oals of 80%. X Consistently maintain a 97% + monthly customer satisfaction score on post-reso lution phone surveys. X Conceptualized and implemented an innovative tracking system for all resolutio n dollars spent, enabling analysis of budget impacts by type of customer complai nt as well as coaching and development by agent. X Upheld a less than 3% abandon rates for escalation calls by enforcing real-tim e adherence and conformance results to drive target service levels. X Forecasted call volumes in 15 minute intervals for all 4 queues. X Achieved incremental increases in sales conversion rates in sales queues by co nducting performance gating. X Generated more than $900,000 in revenue monthly by developing action plans in response to gaps. X Achieved a 91% incident resolution rate, exceeding the departments goal of 80% . X Created and integrated and Excel-based refund tracker to monitor expenses and serve as a coaching tool for team members. X Recognized for excellence in de-escalating high tension incidents, inter-depar tmental collaboration, and peer development, which led to a quick promotion to S upervisor. X Ranked in the top 5% of sales force; successfully maintained a 95% quality ran king on all sales calls monitored for quality assurance. PROFESSIONAL EXPERIENCE EXCEL LAWNS & LANDSCAPING, Clearwater, FL 2010-2011 OWNER X Strategically launched a landscaping company, driving business development thr ough customer relations and marketing initiatives to grow client base. X Sold the business for $60,000 after deciding return to a corporate environment . PORTABLE ON DEMAND STORAGE (PODS), Dallas, TX & Clearwater, FL 2005-201 0 PLATINUM/WORKFORCE/OUTBOUND SUPERVISOR (2007-2010) X Directed recruitment, training, and staff development programs to oversee dail

y operations of multiple locations for an international call center network; pro vide 1:1 coaching by traveling to sites; monitor all agents on the floor in IEX. X Contributed dynamic analytical and leadership skills to develop behavioral, pr ocess, and technology solutions to uphold seamless operations across time zones and exceed performance goals. X Cultivated strong partnerships with franchise liaisons, franchise management, quality assurance, accounting, and sales to investigate customer issues and iden tify/implement fair resolutions to drive customer satisfaction; developed vendor relations with Smart Pack Solutions and UPS. X Produced and analyzed reports to provide trend data on cancellations, conversi on and revenue to PODS Call Center Director and Marketing Director; reported OB Call Center statistics daily and made recommendations for improvement. TRAVIS WASCHER PAGE TWO RELOCATION/LOCAL SALES SUPERVISOR (2005-2007) X Oversaw daily activities of 25 sales agents and managed staff-related programs including recruitment, hiring, training, coaching/development, and disciplinary issues. X Ensured superior performance by monitoring sales, productivity, and quality re sults and coaching agents in areas needing improvement. X Spearheaded business planning initiatives by partnering with peer Supervisors and Call Center Leadership teams to implement new call center strategy, build te am alignment and coverage plans, and maintain building security. X Maximized team and queue efficiency by utilizing symposium (CCM) real-time ski ll set monitoring tools and ensuring agents complied with scheduled activities. X Handled escalated calls to resolve invoice disputes, account discrepancies, an d increase overall customer satisfaction. X Monitored agent activity remotely to spot check progress while multi-tasking t hrough use of wireless headsets eventually adopted throughout the sales supervis or team; analyzed performance reports with agents to discuss areas needing impro vement. SOLUTIONS CENTER LIAISON (2005) X Collaborated with various departments including accounting, logistics, legal, franchise, and sales to resolve customer issues; served as primary contact via p hone, email, or direct connect for customers, drivers, warehouse managers, and f ranchise owners in the U.S., Canada, Hawaii, and Australia. X Investigated disputes and delivered solutions to accommodate all parties while protecting the brand. SPECIAL DATA PROCESSING, Clearwater, FL 2001-2005 VERIFICATION MANAGER (2004-2005) X Managed operational work flow processes and quality rating for a department co nsisting of 65 agents; developed and implemented quality improvement programs. X Created, maintained, and published conversion and graphs on daily, weekly, and monthly basis; identified areas of business opportunities by analyzing operatio nal/consumer trend data for all departments. X Distributed, tracked, and reported $700 in weekly cash incentives. X Developed and tested new scripts in collaboration with R&D; implemented new sc ripts after presentation to management. GREAT OPTIONS MEMBERSHIP SUPERVISOR (2003-2004) X Directed creation and implementation of workflow, policies, skill-set requirem ents, key performance indicators, goal-setting, and reporting as a lead manager. X Ensured operational goals were met by preparing and presenting quarterly resul ts on department metrics; served as primary contact for membership program partn

ers in development of new procedures and workflow improvements. X Facilitated staff development through individual coaching sessions utilizing d aily statistics. X Collaborated with legal department to develop scripts that met specific regula tory requirements. VERIFICATION PHONE AGENT (2002-2003) X Answered inquiries from sales associates to confirm purchase and collect payme nt from the customer; consistently achieved a sales conversion rate of 33%. X Applied sharp leadership skills to train peers on improvement methods; maintai ned highest level of sales skill-set assignment. SALES AGENT (2001-2002) X Provided detailed descriptions of features and benefits of the program; create d a customized subscription program to meet their individual entertainment goals ; answered inbound calls. UNITED STATES NAVY, Norfolk, VA 1996-2001 DAMAGE CONTROL MAN 3RD CLASS PETTY OFFICER X Streamlined tactical operations through maintenance planning and scheduling fi re systems aboard the USS Dwight D. Eisenhower; administered supply records to e nsure systems met code. X Oversaw training initiatives for the Nucleus Fire Fighting team onboard the ai rcraft carrier.