Top-performing and adaptable SERVICE AND SALES MANAGER with a demonstrated history of successfully managing leading teams to exceed KPIS and grow sales. Detail oriented and focused, able to shape account development reps to develop strong customer relationships leading to high customer retention and frequent referrals from prospects and clients. Self-starter, known for taking on challenges and working through them to success. Frequently praised on employee surveys, able to listen to employees and implement feedback to improve processes for employees and customers. Supremely confident with an ability to work with prospects and decision makers in the C-Suite and down. Sales Management | Customer Experience | Customer Relationship Management | Training | Competitive Landscape | Data Analysis | Sales Technology | Sale Lifecycle | Web Demonstrations Inbound Growth | Consultative Selling | Cold Calls | Pipeline Management | Salesforce Responsible for direction, development, and motivation of 25-35 employees on multiple teams. Worked as problem solver and decision maker to resolve all employee and customer requests. Initiated acceptance and implementation of employee feedback to improve the customer experience and team morale. • Achieved team high 92% on call quality evaluations by designing and implementing a new call quality program. Developed training process and documentation; provided monthly one-on-one coaching for all team members on new process and call quality improvement; and ensured consistency on customer experience across all departments. • Decreased annual call volume by 15% through training and mentoring team to achieve issue resolution on the first call. • Exceeded team KPIS and service level agreement goals for five consecutive years – ensuring customers waited on the phone for less than a minute and decreasing average answer time by 56%. • Ensure the team has all the necessary resources they need to support company’s sales goals. • Utilize target management to meet department and company goals.