Bridge Legal

Director of Call Center Operations

Learning and Development Manager

ADT Commercial

As a Sr. Training Manager I oversaw 5 trainers across 3 channels for training, field sales, field operations, and call center technical support, leading training capabilities across the entire country. I oversaw new hires and upskilling training. I reported to a VP in the commercial division.

Highlights:
-Spearheaded a massive curriculum re-design for each of the 3 channels, including the development of a curriculum for field technicians that resulted in full training within 6 months and increased productivity by 30%.   
-Built sales curriculum for all existing and new sales representatives, a 30-day training cohort resulting in an expedited timeline for the ability to collect sales commissions.
-Increased sales team productivity by 19% in 30 days after training.
-Designed a curriculum for call center technical support to align with field operations.

Sr. Commercial Training Manager

I oversaw a team of 23 field technicians and challenged with improving internal culture, job satisfaction, and morale. I built strong relationships with individuals on the team, overcoming preconceived biases around the ability of a sales leader to support the technical side of the business. I also developed internal capabilities by upskilling the staff, sending the technicians to obtain industry certifications.

Highlights:
-Increased quality metrics from 70% to 90% of job site first-time resolution.
-Championed certification initiatives, increasing from 25% to 90% certification rates.
-Developed customer satisfaction NPS from 60% to 80%.

Operations Manager

:  I oversaw a cross-functional team of 6 field representatives across the Charleston Metro region. I was challenged with turning around a non-producing sales office averaging 50% of revenue plan. I overcame a disconnect between leadership and the sales team around expectations and performance. I built relationships and trust with the team, inspiring open discussions to close gaps in skills.

Highlights:
-Increased installation revenue from 70% to 110% in the first 6 months.   
-Grew reoccurring revenue from 40% to 150% in the first quarter.
-Exceeded branch quota by 125% against the previous 70% to 80%. 
-Ranked #1 Sales Manager with recognition nationally for multiple months.

District Sales Manager

Hair Club

I managed a retail location with a focus on business development and sales growth for hair loss products. I was also selected as a national sales trainer to develop the salesforce.   

Highlights:
-Achieved a 95% closing rate on all leads at the retail location.
-Selected as one of four National Sales Trainers within the company.
-Advised on the development of new national training manuals for customer service representative roles, sales, and the management team.
-Assisted with Bosley transitions for hair transplant clients.
-Championed the Hair Club for Kids to support children with Alopecia, Cancer, and other hair loss concerns ensuring emotional support for families and clients.

Manager/National Sales Trainer

Business Solutions Specialist/Center Manager/Commercial Sales

➥ I bring extensive experience in sales  leadership, training delivery, development, and operational efficiency. Utilizing excellent analytical, team leadership, and applying management skills with a track record of consistently gaining the respect of  high-performing teams and leadership. Promoting high levels of emotional intelligence, building healthy cultures, and embracing DEI. 



☛ Key Skills ☚ 
Emotional Intelligence 
Promoting Healthy Culture 
Learning & Talent Development
Customer Success
Collaboration & Partnership
People Leadership

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