ANTHONY ROBERTS
Lehi,UT
Summary
Accomplished Sales and Call Center Operations Executive with over 20 years of experience driving revenue growth, optimizing profitability, and enhancing customer satisfaction. Proven track record in leading high-performing teams, implementing innovative strategies, and improving operational efficiencies. Expert in call center management, customer retention, debt recovery and sales leadership, with a keen ability to identify market trends and capitalize on emerging opportunities. Adept at cultivating a positive and performance-oriented environment, resulting in increased employee engagement, productivity, and retention rates. Exceptional skills in negotiation, communication, and strategic planning, with a strong focus on achieving aggressive targets and exceeding business objectives.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Advisor
SHC CONSULTANTS
03.2014 - Current
- Formulated and executed strategies to expand the customer base, training staff for improved performance
- Orchestrated an effective letter/payment plan process for charge-off accounts
- Developed an inside sales program, generating $74,000+ in revenue within 60 days
- Implemented a high-yield collection strategy, raising collections to 43%+ of delinquent debt monthly
- Supported and assisted in the development of sales programs for multiple product lines.
Senior Director of Customer Loyalty, Collections & 3rd Party Vendor Relationships
Safe Streets USA
04.2022 - 10.2023
- Directed collection efforts, leading to a 14% surge in overall collection rate, adding $280,000 monthly
- Implemented a new commission structure, saving $15 per account collected
- Deployed an SMS strategy, increasing debt collection by 3%, equivalent to $60,000 monthly
- Restructured debt strategy, increasing collections by $405,000 monthly
- Amplified 30-day save rate by 4% through a 7-day outreach program, enhancing customer satisfaction
- Oversaw daily operations, including inbound and outbound sales calls, member escalations, and third-party contact center management
- Led and supported CXC leadership in meeting service levels and sales goals, ensuring exceptional service quality.
Senior Director of Inside Sales, Retention & Collections
FRONT POINT SECURITY
02.2019 - 04.2022
- Boosted 30-day retention rate by 5% through continuous client follow-up
- Increased contract value per sale by $258, adding $4.3M in revenue
- Grew net sales conversion by 25% by focusing on critical initiatives
- Propelled call conversion by 50% through skill alignment and solution-based tactics
- Increased average upfront monies collected by $22 per sale, adding $220K to the bottom line
- Developed, managed, and executed key strategies and initiatives within the CXC and greater organization
- Created and delivered executive-level presentations on performance results and change proposals.
Director of Inside Sales & Customer Loyalty
GOLDEN CUSTOMER CARE
11.2017 - 02.2019
- Transformed company profitability from 11.5% to 34% by optimizing sales/loyalty practices
- Implemented a comprehensive compensation alignment strategy, boosting profitability
- Standardized sales and loyalty touchpoints, elevating staff proficiency and outcomes
- Pioneered a culture of transparency and accountability, enhancing decision-making
- Achieved a 26% increase in customer renewal profitability year-over-year
- Increased overall profitability from 10.32% to 49.51%
- Worked collaboratively with senior leadership to engineer continuous process improvements.
Director of Sales & Loyalty
DEVCON SECURITY (NOW ADT)
01.2014 - 11.2016
- Increased NPS by 43 points through enhanced customer loyalty strategies
- Achieved a 31% surge in sales conversions and substantial sales growth
- Reduced operating budget by over $1M while surpassing sales and service metrics
- Set record collections production for seven consecutive months, with a 64% collection rate
- Reduced non-performing debt from $148,000 to less than $100,000 monthly
- Increased retention rate from 21% to 63%, with a $9.47 increase in RMR per account
- Developed, forecasted, and monitored budget, utilizing operational resources effectively.
Sr Manager Inside Sales
PINNACLE SECURITY (NOW ADT)
09.2010 - 01.2014
- Increased headcount by 36%, with an attrition rate of 12%
- Grew monthly revenue from $13,197/$554,274 to $45,690/$1,918,980
- Augmented upfront collections from $18,000 to $71,000 monthly
- Enhanced sales volumes and NPS by 20% annually
- Fostered a positive and productive work environment with a strong focus on employee engagement and development.
Director of North American Collections and Call Center Operations
DOLLAR FINANCIAL GROUP
02.2001 - 09.2010
- Decreased net bad debt by 3% through enhanced call quality and skip tracing
- Increased monthly collections by 430%, from $150,000 to $646,000
- Improved recovery amount by 344%, from $87,000 to $387,000 in six months
- Saved $300,000 by creating a competitive call center environment
- Enhanced overall collections and contact rate with a skip waterfall process
- Maintained awareness of financial and member service industry trends, strategies, and technologies.
Skills
- Sales Leadership Strategy
- Call Center Operations Management
- Customer Retention Strategies
- Negotiation & Conflict Resolution
- Risk Management & Compliance
- Process Improvement & Efficiency
- Team Building & Leadership
- Customer Relationship Management (CRM)
- Revenue Growth & Profit Optimization
- Executive-Level Communication
- Lead Generation & Conversion
- Training & Development
- Change Management
- Debt Recovery Strategies
- Relationship Building
- Strategic Planning
- Presentations and public speaking
Certification
- Certified Call Center Manager (CCCM)
- Certified Sales Executive (CSE)
Accomplishments
- Directed collection efforts resulting in a $280,000 monthly increase.
- Boosted contract value per sale by $258, generating $4.3M in revenue.
- Achieved a 34% profitability increase through optimized sales practices.
Personal Information
Title: STRATEGIC SALES & CALL CENTER OPERATIONS EXECUTIVE
Timeline
Senior Director of Customer Loyalty, Collections & 3rd Party Vendor Relationships
Safe Streets USA
04.2022 - 10.2023
Senior Director of Inside Sales, Retention & Collections
FRONT POINT SECURITY
02.2019 - 04.2022
Director of Inside Sales & Customer Loyalty
GOLDEN CUSTOMER CARE
11.2017 - 02.2019
Advisor
SHC CONSULTANTS
03.2014 - Current
Director of Sales & Loyalty
DEVCON SECURITY (NOW ADT)
01.2014 - 11.2016
Sr Manager Inside Sales
PINNACLE SECURITY (NOW ADT)
09.2010 - 01.2014
Director of North American Collections and Call Center Operations
DOLLAR FINANCIAL GROUP
02.2001 - 09.2010