BILLY CAUTHEN
Charlotte
Summary
Dynamic professional with extensive experience in team leadership, strategic planning, and operational management. Recognized for leveraging strong communication and organizational skills to drive project success and enhance team collaboration. Proven ability to cultivate productive work environments that inspire creativity and efficiency, consistently achieving and exceeding established goals. Committed to delivering results through innovative problem-solving and a focus on continuous improvement.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Performance Enablement Manager
GoHealth
10.2020 - Current
- Achieved 130% of target; President’s Club winner.
- Improved conversion to 83% through targeted enablement.
- Built scalable training, enablement, and performance coaching programs.
- Developed digital learning tools improving onboarding and workflow adoption.
- Strengthened QA consistency and reduced performance variability.
- Launched and ramped two new agent teams; improved productivity and accuracy.
- Led cross-functional teams to enhance operational efficiencies and streamline processes.
- Developed training programs to upskill staff and improve team performance.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Implemented data-driven strategies to optimize resource allocation and reduce costs.
Team Performance Manager
AvidXchange
01.2016 - 01.2021
- Led COVID remote transition with no loss in productivity.
- Conducted retention-focused client reviews and operational assessments.
- Coached team leaders to improve efficiency, CX, and output.
- Led cross-functional teams to enhance operational efficiency and streamline processes.
- Developed performance metrics to track team success and drive accountability.
- Led performance management initiatives to enhance operational efficiency across multiple departments.
- Developed strategic performance metrics and dashboards for tracking team productivity and project success.
- Developed, tracked and analyzed variance of key performance measurements.
- Cultivated strong relationships with key stakeholders, ensuring effective communication across all levels of the organization.
Operations Performance Manager
Red Ventures
01.2015 - 01.2016
- Identified operational inefficiencies via workflow analysis.
- Implemented process improvements increasing KPI consistency.
- Delivered performance coaching and workflow training programs.
- Led performance improvement initiatives to enhance operational efficiency across multiple teams at 20%
- Analyzed performance data to identify trends and recommend strategic adjustments
- Developed performance metrics to assess team productivity and drive operational efficiency.
- Implemented data analysis tools to enhance reporting accuracy and business insights.
Small Business Sales Manager
Verizon Wireless
02.2007 - 01.2015
- Led SMB performance across 3 stores; exceeded KPI targets.
- Coached teams in solution selling, prospecting, and closing.
- Expanded B2B footprint; earned President’s Cabinet award.
- Led strategic sales initiatives to drive revenue growth and market penetration.
- Developed comprehensive training programs for new sales team members, enhancing overall performance.
- Analyzed market trends to identify opportunities for product expansion and customer engagement.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Led cross-functional teams to optimize customer experience and streamline service delivery processes.
- Developed strategic sales plans to enhance market penetration and drive revenue growth.
Education
B.A. - Criminal Justice
University of South Carolina
Columbia, SCSkills
- Customer service
- Strategic team guidance
- Time management
- Decision-making
- Strategic goal setting
- Collaborative project coordination
- CRM expertise
- Advanced sales methodologies
- Client relationship management
- Proficient in MS Office
- Recruitment and onboarding
- Team leadership
Accomplishments
- Supervised team of 10-20 staff members in a call center environment virtually and in person.
- Achieved 130% of annual goal by collaborating with strategy to drive training, coaching, and performance.
- Collaborated with team Learning and Development in the development of trainings to improve QA, Conversion%, and increase revenue by introducing new products.
Certification
- Lean Six Sigma Green Belt - Management & Strategy Institute
- Licensed Life &Health Insurance - NC Department of Insurance
- Notary Public - NC Department of Secretary of State
Timeline
Senior Performance Enablement Manager
GoHealth
10.2020 - Current
Team Performance Manager
AvidXchange
01.2016 - 01.2021
Operations Performance Manager
Red Ventures
01.2015 - 01.2016
Small Business Sales Manager
Verizon Wireless
02.2007 - 01.2015
B.A. - Criminal Justice
University of South Carolina
Preisdent's Club Honoree 2025
Recognized as a top organizational performer for delivering exceptional sales results, operational excellence, and team leadership. Achieved President’s Club by consistently exceeding performance targets, driving high-quality customer outcomes, and elevating team capability across a fast-paced, metrics-driven environment. Leveraged data-driven coaching, process optimization, and strategic execution to achieve 130%+ to goal, maintain 90%+ QA, and sustain industry-leading conversion and retention outcomes. Demonstrated excellence in leading agents and managers, improving workflows, and modeling a culture of accountability, collaboration, and continuous improvement—directly contributing to organizational growth and client satisfaction.