Call Center Manager 2007 to 2010
Sears Home Improvement Products, Mesa, AZ

Managed all areas of outbound call center daily operations for 100 employees including hiring, retention initiatives, employee relations, sales, predictive dialer system, and acted as a strategic business partner with Human Resources Manager. Advance knowledge of P&L, Compensation plans, Worker’s Compensation, Ad Ratios, EEOC, Sales quotas, “Telecenter Manager” dialer systems, Kronos, and Affirmative Action.

• Reduced Ad Ratio by 27%, Expenses / Net sales, thru cost reduction and increased production
• Increased production by over 23%, responsible for sales in excess of $15-20 million annually.
• Reduced call center turnover by over 75% in 2008. Further reduced by 18% in 2009
• Oversaw advertising contracts for print and Internet sources. Decreased costs by 50% in 2008 by using sources more effectively
• Created multiple training programs including; Mentors, Floor trainers, and Coaches
• Developed Performance Management templates for Telemarketing department to ensure consistency and fairness. Conducted training on performance management guidelines and delivery.
• Managed and facilitated all corporate compliance training to include; sexual harassment, diversity, work place violence prevention, work place safety, information security, social media policy and code of conduct.