Don Legg
AnswerNet
Akron
1
Certification
23
years of professional experience
To excel in a long-term position within a company or organization that can utilize my skills and passion working with people that is complemented by my education as well as my life experiences.
Work History
National Sales Manager
5 Years 2 Months- Managing a sales team of 3 sales agents responsible for selling both inbound and outbound call center services for our call center teams onshore, offshore and nearshore. Trained and supported the sales team, promoting positive morale and achieving sales goals.
- Led national sales strategy, enhancing market penetration and driving revenue growth.
- Developed and implemented effective training programs for sales team, improving performance and product knowledge.
- Analyzed market trends to identify opportunities, informing strategic decision-making for new initiatives.
Corporate Operations Manager (Plus One)
4 Years 9 Months- Managing day to day operations of four AnswerNet Outbound call centers and AnswerNet's tier 1 internal and external technical support managing approximately 200 employees in total. Monitored client retention, customer satisfaction, call center morale, and generated monthly and daily site reports. Heavy focus on each site’s financial progress and profitability and sustainability.
- Streamlined operational workflows to enhance efficiency and reduce turnaround times.
- Led cross-functional teams in executing process improvement initiatives, resulting in increased productivity.
- Developed and implemented training programs for staff, fostering skill development and operational excellence.
General Manager
3 Years 1 Month- Oversaw daily operations of 30-seat call center, focusing on client retention and customer satisfaction while maintaining call center morale and producing monthly and daily site reports.
- Directed operational strategies to enhance efficiency and service delivery across multiple departments.
- Oversaw budget management and resource allocation to ensure alignment with organizational goals and maximize profitability.
National Sales Executive
3 Years- Engaged in sales activities to promote services outbound and inbound call center services, proposal writing, contract writing, project pricing. Created detailed project scopes for client services of services for businesses.
- Increased sales revenue through strategic account management and relationship building.
- Developed targeted marketing strategies to enhance customer engagement and retention.
- Led cross-functional teams to optimize sales processes and improve client service delivery.
National Client Service Manager (NCSM)
3 Months- Maintained relationships with larger multi-site accounts. Managed approximately 200 agents over 8 call centers. Provided daily reporting and feedback to client while managing payment allocation to call centers.
- Led client onboarding processes ensuring smooth transitions and high satisfaction levels.
- Developed and implemented strategies to enhance client engagement and retention.
- Managed cross-functional teams to coordinate service delivery and resolve client issues.
Client Services Manager (CSM)
3 Years 9 Months- Was the client advocate and main point of contact for outbound clients in the AnswerNet Akron call center.
- Facilitated agent training, developed scripts, and contributed to project development to enhance customer satisfaction.
- Provided reporting and data analysis to the client to optimize productivity.
Floor Supervisor / Agent Trainer
1 Year 8 Months- Trained agents on multiple programs to align their performance with client goals and expectations. Side by side coached and monitored calls for quality assurance to enhance serviceDelivered program feedback to client service managers to inform improvements.
- Oversaw daily floor operations, ensuring adherence to company policies and procedures.
- Mentored team members, fostering a collaborative work environment while enhancing performance standards.
- Implemented process improvements that increased efficiency and reduced operational downtime.
Operations Manager
2 Years 9 Months- Delivered customer service and sales for used auto parts to customers and auto recyclers.
- Created a process to optimize inventory management and reduce waste in recycling processes.
- Developed and enforced safety protocols, ensuring compliance with environmental regulations and industry standards.
Manager of Operations
2 Years 1 Month- Developed training programs for agents, Generated daily and hourly reports to track performance metrics, Supervised floor operations, ensuring adherence to quality standards, daily program feedback for both client service managers and clients, Program calibrations with client service managers, agents and clients. Managed multiple campaigns, coordinating efforts to meet client objectives.
- Streamlined operational processes to enhance efficiency and reduce costs.
- Developed training programs for staff to ensure adherence to quality standards and operational procedures.
Education
Bachelors - Human Services with a concentration on addiction counseling and crisis intervention
Skills
Business development
Word
Excel
PowerPoint
Presenting / Public Speaking
Conflict resolution
Leadership
time management
client/customer satisfaction
retention
profitability. Written / Verbal Communication
Sales leadership
Networking expertise
Sales strategies
Sales strategy development
Certification
- Connecticut Community of Addiction Recovery (CCAR) Certified Life Coach / Peer Supporter.
- Connecticut Community of Addiction Recovery (CCAR) Certified Trainer of Life Coach / Peer Supporters.
Timeline
Corporate Operations Manager (Plus One)
AnswerNet
09.2021 - 06.2026Read More
National Sales Manager
AnswerNet
06.2021 - CurrentRead More
General Manager
AnswerNet
08.2018 - 09.2021Read More
National Sales Executive
AnswerNet
07.2015 - 07.2018Read More
National Client Service Manager (NCSM)
AnswerNet
03.2015 - 06.2015Read More
Client Services Manager (CSM)
AnswerNet
06.2011 - 03.2015Read More
Floor Supervisor / Agent Trainer
AnswerNet
10.2009 - 06.2011Read More
Operations Manager
Lakes Auto Recycling
01.2007 - 10.2009Read More
Manager of Operations
Unicall
10.2003 - 11.2005Read More
University of Phoenix
Bachelors from Human Services with a concentration on addiction counseling and crisis intervention
Read More