Anna Knull

Senior Area Manager + Functional Lead | 2022 – Current

• Lead a high-performing sales team of 12 Sales Managers and 300+ Sales Professionals for the AMR Online Retail Store.
• Drive key performance metrics, ensuring an exceptional end-to-end customer experience.
• Increased Customer Satisfaction Score from 81 to 87 and improved Sales Close Rate from 10.3% to 12.9%.
• Partnered with the Optimization and Tools department to enhance the employee-facing ordering system, improving sales processes and employee satisfaction.
• Consistently improved or maintained KPIs across all performance areas.

Team Manager | 2014 – 2022

• Led a team of Technical Support Trainers and Mentors across North America, providing coaching and performance feedback to drive results.
• Focused on delivering an exceptional customer experience for both internal and external stakeholders.
• Developed and launched the "Think Ready" employee development program, adopted world wide across entire division.

• Provided strategic leadership for pre- and post-sales services, supporting Blue Nile customers worldwide.
• Led a large, multi-location team of 10 Managers, 150+ Diamond Consultants, and 300+ vendor employees.
• Managed budgeting, staffing, and financial operations across three international locations.
• Negotiated contracts and fostered key partnerships with companies including Facebook, Avaya, and multiple vendors.
• Designed and implemented a comprehensive training program, hiring a Training Manager and Trainers to enhance Diamond and Sales training for all customer-facing roles.
• Launched bilingual phone support operations, expanding service to three additional languages and introducing global chat support.
• Established productivity benchmarks across departments, optimizing efficiency and maximizing company revenue.

• Built strategic partnerships to drive performance management, talent development, succession planning, and employee engagement initiatives.
• Provided leadership on organizational effectiveness, employee relations, and key workforce programs.
• Led a team of 8 Supervisors, 1 Recruiter, and 1 Training Manager to ensure exceptional customer service for both internal and external stakeholders.
• Designed and implemented impactful department programs, including Quality Assurance, Attendance & Punctuality Guidelines, Remote Work Program, Supervisor Consistency Guidelines, and the Operations Support Team.