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Work Background
INTELCIAChief Growth Officer: Americas & English Speaking Markets
Oct. 2021Stamford, Connecticut, United StatesEVP of Sales / CGO focused on developing and executing strategies to identify growth opportunities by analyzing market trends, customer insights, and competitive landscapes. Creating innovative approaches to match new companies with the talented Intelcia team and innovation across the globe! Intelcia is a bold, innovative and constantly growing company, powered by 40,000 employees in 18 countries across Europe, Africa and the Americas. Thanks to its multi-channel CX, BPO, ITO, innovation and consulting solutions, it enables its customers to better engage with their targets.
The Optimization Team, LLCBusiness Owner
Jan. 2021 - Jan. 2024Stamford, Connecticut, United StatesProviding Fractional CX Sales Leadership for Small to Medium Business Owners as an Outsourced CMO CCO
Charter CommunicationsSenior Director of Residential Sales Outbound Telemarketing
Jan. 2019 - Dec. 2020Florence, Kentucky
Charter CommunicationsService Delivery - Sales Support
Jan. 2016 - Dec. 2019Greenville, South Carolina AreaCharter Communications | Greenville SC
Director of Sales Support, 11/2016 – Present
Manage 200+ internal employees and 500+ outsourcers at various sites for Legacy Charter Residential Sales Support. Collaborate with Call Center Senior Leadership, Retail, Direct Sales, and other departments to implement improvements in order recovery and completion rates. Ensure first call resolution for all non-subscriber or informational calls to ensure sales representative availability for new and extended business opportunities.
ComcastSenior Director of New Product Sales
Jan. 2013 - Dec. 2016Baltimore, Maryland AreaResponsible for setting the strategic sales direction and culture in Beltway Region for residential Inbound Sales and Comcast Service Centers by driving the team to exceed sales and operational objectives. Working cross-functionally to identify key processes/infrastructure improvements and establish partnerships to support exceptional customer service, customer retention and revenue growth. Contributes to the development of the organization’s business strategy. Interprets business strategy and develops organizational objectives to align with this strategy. Oversees a team of more than 500+ sales agents in multiple locations throughout VA, DC and MD area with a customer base of over 2 million plus.
Time Warner CableDirector of Customer Operations
Jan. 2011 - Dec. 2013Provide strategic and operational leadership for over 650 employees in customer care, technical support, and sales for 800,000+ subscriber cable system operating in multiple markets in Southwest Ohio, Kentucky, Indiana and West Virginia. Manage to call center monthly operating metrics within budgeted expense parameters. Focus on attainment of transactional sales, retention and expense goals. Forecast impact of system and departmental activity as accurately as possible to increase customer satisfaction. Create and execute strategy for providing best in class customer service while increasing sales performance. Analyze activity and statistical data, including daily/weekly telephone volume and response times, to adhere to telephone response time goals. Oversee 36 Company Owned Retail Stores across Southwest Ohio, Kentucky, Indiana, and West Virginia
Time Warner CableSenior Manager of Retail
Jan. 2009 - Dec. 2011Responsible for 3 Functional Areas – 14 Care Centers, 3 Mall Stores, +50 3rd Party Retail Relationships, and 103 Full Time Employees
P&L responsibilities for three separate budgets Oversight of Department with the most Asset Responsibilities in Company
Top Ranking in Retail Partnership Sales and Selected for Pilot Store within Stores
Hired and Developed 80 % of Current Management Staff since '08
Time Warner CableSales Manager
Jan. 2008 - Dec. 2009Time Warner Cable, Southwest Ohio
Managed 18 Stores and 94 Full Time Employees
Managed the Opening of 3rd Mall Store and developed Marketing Campaign to introduce all 3 stores to the new markets
Increased Sales 27% Year over Year
Grew Department's Sales Contribution to 11% of Division Sales and became 2nd Highest Producing Sales Channel in Division
Grew Performance by Developing Performance Plan and Performance Improvement Plans
Time Warner CableSales Supervisor
Jan. 2007 - Dec. 2008Mall Store Supervisor with focus on sales management
Opened 1st Retail Sales Center inside a Mall in Division and Assisted in Design
Led Department in Sales and Goal Attainment
Hired and Trained New Staff of 12 with less than 60 days to open
Developed Commission Plan for Department
Time Warner CableCustomer Operations Supervisor
Jan. 2006 - Dec. 2007Call Center Supervisor with focus on sales management
Coached 23 CCA's from last place in sales to 3rd in Division with in three months
Acting Sales Trainer for over 200 associates Established new QAF tool to coordinate operations between departments
Originated Trophy Club for employee recognition
Time Warner CableResident Account Coordinator
Jan. 2004 - Dec. 2006Generated revenue by identifying opportunity
Networked with potential subscribers and expanded new products with patrons Increased sell-in penetration through effective presentation skills Surpassed elevating sales goals while upholding high service standards Performed customer education while demonstrating competitive advantages
Federated Department StoresMANAGEMENT AND SALES
Jan. 1999 - Dec. 2000Baltimore, Maryland AreaManagement intern piloted projects on promotional and development events.Established sales goal and guided department to exceed expectations.Coordinated product placement based on customer assessments.Customer service salesman stand out- received four commendations
Reviews of exceeding expectation, two promotions and pay increases.
Marine Corps RecruitingNon Commission Officer
Jan. 1998 - Dec. 2002Used small unit leadership to train, lead, and accomplish professional goals.Multi-task supervisor and coordinator for detailed communication networks.Employed discipline and determination to personally achieve and set performance standards for platoon.
Bluegrass Theaters, IncAssistant manager
Jan. 1997 - Dec. 1998Supervised, hired, trained, and coordinated schedules of staff. Handled customer service needs while maintaining operations of theater.Provided home office with daily bookkeeping requirements
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