Archie (Demi) Roseman
Contact Center Management Professional
Nashville,CO
Summary
Results-driven sales and contact center professional with 25 years of proven success driving increased sales performance, Net Promoter Score and Quality in high volume fast paced customer focused environments.
Overview
23
23
years of professional experience
3
3
Certifications
Work History
Sr Manager of Customer Solutions
Asurion
Nashville, TN
10.2019 - Current
- Managed daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Improved sales performance by 85% in first year
- Established performance and service goals and held associates and managers accountable for individual performance.
- Led process improvement and problem-solving efforts in efficiency and sales to create standard procedures for customer support team that reduced handle time by over 60 seconds while improving sales by 40%
- Managed call volume of over 16,000 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Created activities and engagements to enhance Employee experience, knowledge and retention.
Director Of Sales Contact Center Operations
Yield Solutions Group/Refijet
Denver, CO
06.2018 - 10.2019
- Hired and developed 12 Sales Managers and 120 Sales Associates for Auto Loan sales team.
- Created consistent coaching and accountability processes around sales performance increasing performance by 4% month over month for last 6 months.
- Created strong relationships with Credit unions by building strong understanding of their lending policies by creating and implementing strong compliance guidelines
- Reduced Operating cost by 11.4% by developing more created sales incentive programs and renegotiating existing vendor contracts.
- Increased employee retention from 84% monthly to 95%, through increased management engagement and improved performance.
- Managed monthly P&L and budget to reach company financial goals
- Developed strong managers through consistent feedback and accountability
- Maintained strong relationships with local government and Chamber of Commerce.
- Verified fulfillment of contract requirements, developed internal relationships with various teams, and coordinated performance.
- Analyzed trends and performance data and delivered superior customer service to clients.
Site Director/Regional Director Of Contact Center
StarTek
Colorado Springs, CO
06.2017 - 09.2018
- Managed 2 high performing Sales Contact and Customer Service Centers for entertainment, Medical and Government Clients
- Worked very closely with Training and development team to ensure consistent improvement in new hire speed to proficiency
- Developed plan to streamline and track coaching and development at agent level, improving coaching consistency by more than 50%
- Developed and implemented plan reducing attrition by 23% in 6 months
- Reduced site operating cost by 6% in one year through strategic cost cutting and renegotiating contracts
- Launched successful bi-Lingual program for government contract
Director Of Call Center Operations
Sitel Corporation
Nashville , TN
01.2003 - 06.2017
- Managed 3 High performing inside Sales Contact Centers and over 1200 employees for medical, Automotive, and multimedia clients
- Drove sales performance through consistent process improvement
- Launched New call center for DIRECTV Customer Retention Group
- Improved Net Promoter Score by 11 points through monitoring, voice analytics and continuous process improvement
- Developed process controls and metrics for daily management of KPIs
- Managed relationship of several high profile clients
- Won best in class contact center 5 times
- Increased Sales revenue for multiple clients through strong leadership, team building and consistent performance management.
- Rewarded by President of Cadillac for developing and implementing successful sales strategy for Marketing Support Team
Director of Operations/Client Account
Sitel
Detroit, MI
11.1999 - 01.2003
- Oversaw day-to-day production activities in accordance with business objectives
- Modernized and improved operational procedures to increase productivity and profitability by over 35% while tightly controlling costs
- Led change and transformation across business areas to deliver benefits and align company resources
- Kept up-to-date with industry trends and identified areas of opportunity to drive improvements
- Worked collaboratively with functional leaders to implement new procedures and corrective actions that improved lease sales by 20%
- Delivered recommendations to long-term accounts to promote brand awareness to key audience
Education
Associate of Science - Business administration
Mississippi Valley State University
Itta Bena, MS01.1995
High School Diploma -
Riverview Gardens College Preparatory School
St Louis, Mo06.1992
Skills
- Contact Center Operations Leadership: Natural motivator who thrives in
- Fast pace call center environments requiring both big picture strategist and execution oriented tactician
- Sales Improvement: Experienced Sales leader with proven track record of driving increased sales performance through continuous analysis and process improvement
- Coaching & Development: Experienced Coaching professional both frontline employee and leadership level
- Customer Focus: Adept at cultivating key relationships at all client levels and delivering on customer KPIs through human and technology interactions
- Change Management: Insightful change leader capable of managing cultural, operational and personnel impacts of organizational and process change
- Budgeting: Experienced operational finance manager with proven track record of creating and executing to budget as well as P&L management through efficiency and strategic cost cutting
Certification
Flawless Execution/Afterburner Inc Certification 2015
Six Sigma Yellow Belt Certification - 2012
COPC Call Center Excellence Certification - 2005
FDCPA Certification For Collections - 1998
Timeline
Sr Manager of Customer Solutions
Asurion
10.2019 - Current
Director Of Sales Contact Center Operations
Yield Solutions Group/Refijet
06.2018 - 10.2019
Site Director/Regional Director Of Contact Center
StarTek
06.2017 - 09.2018
Director Of Call Center Operations
Sitel Corporation
01.2003 - 06.2017
Director of Operations/Client Account
Sitel
11.1999 - 01.2003
Associate of Science - Business administration
Mississippi Valley State University
High School Diploma -
Riverview Gardens College Preparatory School
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