Kyle Asay

VP at MongoDB | SalesIntroverts.com | Sellers promote faster with my frameworks

I begrudgingly started my career in sales as an SDR at Qualtrics. After realizing there was no way out, I decided I might as well get good at it and qualified for five consecutive President’s Clubs as an AE, front-line leader, and second-line leader. 

After an incredible 8.5 years at Qualtrics, I was recruited to MongoDB, where I ended my tenure leading their North America acquisition sales organization for commercial, midmarket, and lower enterprise segments. 

After nearly two years of rebuilding and scaling that organization I was offered a role I couldn't pass up to run global midmarket sales for LaunchDarkly. 

When I'm not refreshing my forecast and asking for deal updates from my teams at LaunchDarkly, I'm building frameworks to help other sellers replicate (and exceed) my success. 

You can join well over 10,000 sellers learning from those frameworks at SalesIntroverts.com.

VP, Global Growth Sales

Responsible for global midmarket sales and BDR functions for net new acquisition and customer growth.

Keyvalue Construction

As General Manager, I am accountable for all aspects of the development of residential property, from sourcing land, through consent approvals, civil works and construction, to marketing properties for sale.

My key activities are;
Identifying and procuring properties which were suitable for development, determining what development was possible, calculating potential yield and negotiating pricing and terms.
Initiating resource and building consent processes, working with planners, architects and engineers, and other stakeholders (including Iwi) to determine best use for the land and secure consents.
Acquiring quotes from contractors and suppliers for all required materials and work, negotiating pricing, contracting, and managing contractors. Overall management the project, as well as day to day operations, including health and safety.
Full P&L accountability. Managing cashflow, including identifying finance options, negotiating terms and contracting. Overall accountability for all account payable and receivable, GST, payroll, etc.
Working with real estate professionals to market the properties, negotiating sales prices and terms and completing sales.

We have completed the development of 2 multi dwelling (stand alone) subdivisions, comprising 3 houses each. Both projects were completed on time, within budget, and produced pre-tax yields in excess of 36%. We am currently completing a 7-lot (terraced housing) subdivision.

General Manager

Homecare Medical New Zealand

Brought in to assist the COVID-19 response, responsible for completing BAU reporting. 
Automated Quitline enrolment reporting, reducing time to complete from 5 hours to less than 1 hour per month. Identified issues in Customer Experience reporting, and rebuilt reporting platform to provide accurate data.

Reporting Contractor

CoreLogic NZ

Owner of all SME Revenue functions, including Field Sales, Phone Sales, Digital, Account Management and Customer Success.

Responsible for the development and implementation of the digital sales channel  and Campaign management framework. 
Campaign management incorporating multi team approach led to the highest grossing sales campaign in 2 years by annual contract value.
SME Sales function achieved over 140% of target during my time in the role. with a record breaking 191% of target in November.

Developed customer life cycle journey, using data to prompt customer touchpoints driving education, cross-selling and up-selling to increase product utility and stickiness. 
Reduced churn from 17.1% to 13.3% against a target of 14.5%

Promoted self service approach for partner channels and led the simplification of product offerings developing "off the shelf" solutions and sales strategy for common product needs, providing more time for sales people to pursue complex sales. 
Digital Channel grew from implementation to 1 FTE sales volume within 6 month, A/B testing and funnel simplification drove 30% sales growth per month.
32% of all sales for core products were completed by the Online channel within 10 months.

Streamlined sales fulfilment administration and pipeline management processes, identified and eliminated wasted or duplicated effort. 
Reduced salesperson admin time from 30% of time spent to 12% of time spent.

SME Manager (acting)

Overall responsibility for developing SME sales campaigns, targeting product and customer segments, across phone sales, field sales, digital and account management.

Manager - Inside and Online Sales, Customer Success and Campaigns

Homecare Medical holds the contract for the National Telehealth Service, running New Zealand's key health related helplines for the Ministry of health. We are the only organization to provide support for both mental and physical health across all of New Zealand from Kaitaia to the Bluff.

Responsibilities: 
• Ensure key contractual reporting is delivered to a high standard on time to external stakeholders, including the Ministry of Health, the Ministry of Social Development, District Health Boards and Primary Health.
• Develop reporting and insights to drive operational effectiveness for front line operations teams, as well as high level business operations reports for the board..
• Support the media team with data and analytics
• Develop the insights and analytics capability within the organization to provide better understanding of insights and ability to act on opportunities.

Achievements:
• Worked with the business development team to identify and define the need for Mental Health services targeting youth, and provided insight support to the business case for the 1737 'Need to Talk' service.
• Worked with the Head of Health to identify knowledge gaps which resulted in inconsistent patient outcomes across different clinicians, and helped implement strategies to reduce inconsistencies and ensure more appropriate clinical outcomes were reached.
• Reduced time taken to complete quarterly reporting by 77%.
• Influenced board to invest in complete overhaul of reporting and analytics function.
• Automated all key reports, reducing BAU component of reporting and analytics function by 75% from January 2018 to January 2019.

Insights and Performance Manager

Southern Cross Health Society

This role covered maternity leave on a fixed term contract.
Southern Cross is New Zealands leading health insurer, with more than 60% market share. One of the countries best employers, we strive to create a healthier society for all New Zealand.

Responsibilities: 
•   Increased profitability of the Phone Sales Channel through through coaching, motivation and development of the sales team, and continuous improvement of customer on-boarding processes. 
•   Ensure that we are managing competing requirements appropriately, growing all portfolios and ensuring that the Phone Sales team are always at the top of the sales leaderboard. 
•   Implement and embed the nationalisation of the phone sales function so all regional phone sales team members work together for greater efficiency.
•   Develop Service Level agreements with Account Management teams to ensure that we meet corporate client expectations.
•   Work with marketing teams, providing timely useful feedback to ensure marketing campaigns are hitting their mark. 
•   Overall performance and operational management of the team, performance reporting, and focus on continuous improvement of processes to reduce waste and improve customer experience. 
•   Responsibility for recruitment, and reduction of time to competency.

Achievements:
•   Reduced abandonment rate from 23.7% in January 2016 to 2.8% in January 2017 through team training, changes to team structure and analysis of call flows to implement effective scheduling.
•  Achieved 113% of team sales target (23% YoY growth)
•   Top Sales Team for Quarter 1 2016, our second quarter as a National team. (Jul 16 - Sep 16)
•   Nationalisation of Phone Team, and recruitment and training of 2 Senior Sales Consultants to manage day to day team operations.

National Phone Sales Manager

Mobil Oil New Zealand Ltd

Mobil Oil New Zealand limited is one of the largest companies internationally. A leader in their field, the company has a strong customer centric focus, maintained through an great internal company culture.

Resposibilities:
• Supporting the Senior Relationship Manager, responsible for managing the relationship with the largest single retail oil consumer in the country Foodstuffs relationship.
• Reporting and Analysis of various performance indicators, highlighting areas of concern to the Relationship Manager.
• Overall responsibility for business and data analysis, for the relationship with Foodstuffs.
• Client relationship management with various levels of the Foodstuffs Management team.
• Ad Hoc analysis of the impact of organizational changes to provide visibility to the wider management team, and the client.
• Financial Reconciliation and monitoring of accounts - liaising between internal accounts payable/ accounts receivable, and the client accounts departments.
• Process improvement and documentation.

Achievements:
• Automated key processes reducing core role from 1 FTE to .25 FTE, allowing more capacity for value added ad-hoc analysis.
• Run out risk analysis tool created to allow early indication of run out risk factors, reduced run out risk  by 70%.

Retail Analyst

My key deliverable was continued refining of key reports and tools I created while covering maternity leave, and support for staff excel requirements. I also assisted in creating user guides and training manuals to upskill other employees in building excel skills to maintain the reporting and operational tools.

Process Improvement and Documentation Consultant - Excel Troubleshooter

I was contracted to cover Maternity Leave.

This was a multi purpose role, with my primary function being operational and performance management of the contact centre, with a secondary role of managing the QA team and the Water filtration sales team.

Key Operational Responsibilities and Achievements include:
- Setting up reporting structures and running capacity planning for the whole Direct Marketing centre through the expansion of their contact centre operations from approximately 30 seats, to upwards of 100 seats.
- Refresh and simplify the payroll process. Reduced contact centre payroll processing time from 6 hours per week, to less than 30 minutes a week, while reducing input errors, through process automation.
- Resource planning to enable the contact centre expansion plan. Responsibilities include liaising with our Recruiter to understand the recruitment schedule, and working with our IT Manager and Properties Managers to ensure a smooth onboarding process for new recruits.

My responsibilities as the QA manager include:
- Refresh the QA scorecards and processes to align with HRV’s strategic plan.
- Build reporting structures in the QA team, to ensure that knowledge gaps and behavioural trends are quickly identifiable by Direct Marketing Managers, and can be addressed in a timely fashion.
- Build high level reporting structures for use by SMT to track key performance measures.
- Link QA Reports to final customer outcomes to ensure QA scorecards are supporting company-wide goals, and ensure changes in the market environment are quickly identifiable.
- Manage day to day QA team workflows and operations to ensure Service Level expectations are met for timeliness of QA results.

My Responsibilities as Direct Marketing Manager of the Water Campaign include:
- Day to day operations management, ensuring KPI's and SLA's are met.
- Training, Coaching and Mentoring the team to constantly increase productivity and results.

Operations Manager, Quality Assurance and Sales Performance Consultant

Salmat

RESPONSIBILITIES
•	Manage multiple Sales/Customer Service teams, ensuring KPIs and SLAs were met across all campaigns, with minimal wastage. 
  -	Coaching and mentoring to improve performance. 
  -     Development of leaders in each campaign to ensure operational oversight while setting up   
        subsequent campaigns.
  -	Regular one on one discussions and setting of Personal Development Plans
  -	Provision of second tier support for complaints and escalations
•	Design and Implementation of Ad-hoc campaign process flows and reporting. 
•	Client relationship management across multiple campaigns. 
•	Process review and improvement with a focus on accuracy and efficiency.


CAMPAIGNS MANAGED:
•	American Express Inbound Sales and Outbound Lead Generation
-	Coaching and Development of a team with little or no prior experience in sales or contact centre environments.
-	Results: Sales conversion rates increased from 30% to 80% plus from May to October.
-	Management of client relationships and reporting across multiple product groups, campaigns and channels.
-	Managing Inbound Call Flows and Outbound Lead Generation, with other campaigns for optimal workforce productivity and effectiveness.
-	Set up and implementation or reporting structures.

•	American Express Outbound Welcome Calls
-	Customer Service function – contacting new Card Holders to provide information and ensure maximum customer satisfaction.
-	Build and maintain the client relationship, including agreeing the incentive structure, and design, build and implementation of reporting structure.

•	Ad Hoc Outbound Campaigns
-	Design, set up, and implement ad-hoc campaigns, including training of agents on use of new platforms and automated reporting.
-	Set Incentive structure to match each campaign.
-	Results: Four Ad-Hoc campaigns complete – above target results, under budget and within schedule

Sales Team Lead

Westpac New Zealand Limited

My role at Westpac was primarily to improve the performance of frontline staff through effective coaching and motivation. I was also charged with setting up the basic reporting and analysis framework for the coaching team. 
Outside of my core coaching role, I led multiple minor initiatives to improve the customer experience offered by the contact centre, as well as improve efficiencies.

CHANGE PROJECTS:
•	Digital Training Resource – Content Design and Production
•	Virtual Subject Matter Expert - Lead - Reduced support time by 80%
•	Impulse Saver - Call Centre Lead – Marketing - Brought in $130,000 in deposits in 2 months.
•	Retail Calendar Pilot - Call Centre Lead – Retail
-	Results:	 Time to set an appointment reduced for 440 seconds to 188 seconds.
•	Telegraphic Transfer Fraud - Op Risk & Compliance

ACHIEVEMENTS:
•	Gen-I Agent of the Month – May/June 2011 (top overall results)
•	Platinum Achiever – September to December 2010 (top 10% overall results)

Team Coach

RESPONSIBILITIES
•	Manage Operational Risk and Compliance for Retail Products, ATM and Cash Management teams.
•	Proactive provision of risk identification and mitigation, balancing risk with reward.
•	Review risks and controls and challenge current process to promote achievement of business unit objectives, and compliance with Retail Sarbanes-Oxley requirements. 
•	Assist in Incident management and recording
•	Ensure that Operational Risk and Compliance matters have been addressed Process and Policy documentation for Product Changes
•	Creating Product Development Life Cycle process for the business unit and working with Core Operational Risk to implement the new framework across the enterprise
•	Data analysis to identify risks, and provide findings and recommendations to senior management

INITIATIVES MANAGED:
•	Product Development Life Cycle (PDLC) - Core op Risk
•	ATM and Cash Services (internal and external) reconciliations
•	Visa PIN security review

Operational Risk and Compliance Manager (secondment)

Customer Service Representative

Sky Television

Businesses engage me to drive performance, executing on strategy specifically through significant change initiatives. I am exceptionally skilled at developing ideas which focus on improving customer experience, streamlining processes and driving revenue and margin growth. 

I have a proven track record of using data and analytics to create visibility at all levels of the organisation, improving communication, and identifying opportunities to drive growth, improve customer experience and reduce waste.

A keen understanding of what drives people, I am able to motivate teams to excellence, driving exceptional performance as well as quickly understanding the needs of customers - influencing internal stakeholders to create commercially viable solutions that exceed customer needs. 

With a logical, analytical mind, I can use the past and present to understand the future, develop a plan to capitalise on change, and break big picture ideas down into tangible action oriented chunks, which engage people at all levels.

A deep well of experience gained through roles in a range of disciplines across a variety of industries, I am able to look at any problem through a range of lenses. I can understand many conflicting points of view, negotiating and influencing across the board to deliver comprehensive, well thought out solutions to business problems.

If your business is going through change, and you need a leader who can make sure the change hits the mark in the market and take your team on the journey, give me a call!

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Kyle Asay

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