Summary
Overview
Work History
Education
Languages
Timeline
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Chailing Ben Lopez

Walden,NY

Summary

Performance-oriented People focus Sales Leader offering an exceptional record of achievement over a 20-year career. Tenacious manager with strategic and analytical approach to solving problems, bringing in customers, and accomplishing profit targets. Talented in identifying and capitalizing on emerging market trends and revenue opportunities.

Overview

18
18
years of professional experience

Work History

Sr Director Inbound Sales

Altice USA
01.2022 - Current
  • Lead all Sales AUSA operations for Inbound Sales, Ecomm, Outbound, and Indirect in Tyler, Jericho, Plano NYC, and BPO Team.
  • Responsible for defining strategies, outlining requirements, planning implementations, measuring teams' results, and delivering on KPIs
  • Lead sales strategy to ensure we are prepared and motivated to drive the highest performance levels.
  • Established and grew the aftermarket sales department, set sales targets, and introduced a customer satisfaction survey.

SR Director, Customer Care Internal Ops and the Escalation Team

Altice USA
01.2021 - 01.2022
  • Lead all aspects of the AUSA operations in Tyler, Jericho, NYC, Morris, and the Escalation Team
  • Including Advanced Business Class, Business Hosted Voice teams, White glove, and level 2 Specialization
  • Identify tools, processes, and policy gaps resident within our operation.
  • Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.

BPO Director

Altice USA
01.2021 - 01.2022
  • Ensure that quality, compliance, and cost-effective work delivered via third-party vendors meet Altice USA's performance and quality expectations
  • Build collaborative partnerships and guide vendors to achieve budgeted targets and continued customer base growth
  • Responsible for Invoice and proper implementation of SOW to ensure vendors deliver on KPI'S expectations.

Inbound Sales and Quality Program Director

Altice USA
01.2012 - 01.2021
  • Oversaw the Inbound Telemarketing Department and was responsible for all corporate sales objectives
  • Provide valuable insights to maintain quality standards and compliance, enhance performance, and improve customer experience.
  • Developed and implemented program goals and objectives, establishing specific and measurable outcomes aligned with organization's overall mission.

Inbound Sales Call Center Manager

01.2006 - 01.2012
  • Lead organizational structure changes that have resulted in increased sales, productivity, efficiency, and customer service
  • Dramatically improved supervisor's performance through numerous initiatives designed to support, educate, recognize, and improve accountability
  • Provide critical competitive intelligence information and training requirements to senior management.

Education

Master of Business Administration Project Management - In Progress

Capella University
New York, NY

Bachelor's Degree in Business Administration -

University of Phoenix
New York, NY

Strategy Execution Degree -

Harvard Business School

Artificial Intelligence Degree -

MIT

Languages

Spanish
Native or Bilingual

Timeline

Sr Director Inbound Sales

Altice USA
01.2022 - Current

SR Director, Customer Care Internal Ops and the Escalation Team

Altice USA
01.2021 - 01.2022

BPO Director

Altice USA
01.2021 - 01.2022

Inbound Sales and Quality Program Director

Altice USA
01.2012 - 01.2021

Inbound Sales Call Center Manager

01.2006 - 01.2012

Master of Business Administration Project Management - In Progress

Capella University

Bachelor's Degree in Business Administration -

University of Phoenix

Strategy Execution Degree -

Harvard Business School

Artificial Intelligence Degree -

MIT

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Chailing Ben Lopez