Greenix

Chief Experience Officer & General Manager of Inside Sales

- During the first 12 months reduced telephonic overhead cost by 50% 
- Inside sales had 100% year over year growth, 2017, 2018, 2019, 2020
- 40% increase in CST efficiency with increasing customer satisfaction scores
- Average 4.7 google review across 13 locations
- Grew in-house collections by 120% in the first 12 months


Position Overview:

Responsible for cultivating customer relationships and serving as the lead brand advocate throughout the Company and all contact points, including e-mail, phone, live chat, and social platforms. The position reports to COO.

Essential Functions:

Development, budgeting and continual refinement of the customer experience strategy;

Creation of key performance metrics to measure customer experience and brand awareness, capturing customer behavior, analysis of results, and development of  cross-departmental recommendations;

Design, communicate, maintain and continually optimize departmental processes that address business needs and that ultimately yield an excellent and brand-appropriate customer experience.

Vice President of Inside Sales and Customer Experience

NorthStar Alarm Services

•	Oversaw a $600,000.00 a year marketing budget
•	Oversaw the hiring and training of new sales agents
•	Responsible for the prospecting, negotiation and onboarding  of new lead vendors and channel partners
•	Built fulfillment process, sales system and telephonic system from the ground up
•	Grew 100% in year 2

Director of Marketing and Sales

Vivint

•	Managed a team of 120 agents with several levels of leadership
•	Improved upon my systematic approach to rep development
•	All New Hire agents went through my team and program before being promoted to higher lead sources
•	Developed a “Will and System” approach to agents success

Inside Sales Manager

•	Interviewed, hired and trained new Inside Sales Agents
•	Responsible for individual rep development and promotion to higher lead sources
•	Revolutionized scripting and sales training that is still being used to this day
•	Produced top 20% agents consistently

Inside Sales Supervisor

APX Alarm Security Solutions Inc.

•	Interviewed, hired and trained new Customer Care Agents
•	Implemented customer satisfaction training
•	Obtained highest Utilization of all teams
•	Highest revenue generated by customer care team

Customer Relations Supervisor

Sales Representative

Experienced Sales and Operations Leader with a demonstrated history of working in Tech and Services. Adaptive Inside Sales Leader with the ability to build a winning culture and deliver results on the numbers that matter most to the business. I do this through a systematic approach to agent development, maximizing opportunity per marketing dollar spent, and establishing a system that leverages the sales team's strengths and minimizes their weaknesses.

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