Olivia Jones
The Woodlands
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
6
6
years of professional experience
Work History
BDC Operations Coordinator
Service Customer (Subsidiary of Local Marketing Inc.)
04.2026 - Current
- Managed overseas BDC agents and coordinated team communication and workflow execution
- Maintained operational reporting and communicated customer and performance data back to account managers
- Assisted with process coordination and administrative support for customer operations teams
- Coordinated operational workflows to enhance efficiency across various departments.
- Analyzed performance metrics to identify trends and recommend strategic adjustments.
Sales Development Manager
COOPABLE (Subsidiary of Local Marketing Inc.)
04.2025 - Current
- Led sales development initiatives to enhance lead generation and conversion rates.
- Trained and mentored junior sales team members, improving overall team performance.
- Analyzed market trends to identify new business opportunities and inform strategy.
- Collaborated with marketing teams to align campaigns with sales objectives and customer needs.
- Managed CRM cleanup, enrichment, account organization, and contact database accuracy
- Coordinated and supervised overseas SDRs and support agents to maintain workflow efficiency and sales support operations
- Oversaw accounts receivable processes, including invoice reconciliation, billing corrections, and overdue payment follow-up
- Worked cross-functionally with leadership and sales teams to improve operational organization and customer account management
- Assisted with payroll coordination, administrative support, and internal process management
Sales Operations Coordinator
On.Page (Subsidiary of Local Marketing Inc.)
04.2025 - Current
- Streamlined sales reporting processes to enhance data accuracy and accessibility.
- Coordinated cross-functional communication to align sales strategies with marketing initiatives.
- Developed training materials for onboarding new sales team members, improving ramp-up time.
- Analyzed sales performance metrics to identify trends and recommend actionable insights.
- Managed SDR team operations and workflow coordination
- Performed CRM management, database cleanup, enrichment, and account maintenance
- Supported sales operations processes and internal team coordination
- Implemented CRM system enhancements, boosting user adoption and efficiency across the team.
Operations & Sales Support Coordinator
Local Marketing Inc.
03.2025 - Current
- Managed CRM administration, data cleanup, enrichment, and ongoing account maintenance
- Supervised overseas analyst and SDR teams, including workflow coordination and operational support
- Oversaw invoicing, payment processing, accounts receivable tracking, and overdue invoice follow-up
- Coordinated directly with sales leadership and account teams to support pipeline management and internal processes
- Assisted with overseas payroll coordination, onboarding support, offer letter preparation, and employee training coordination
- Supported day-to-day business operations across multiple sister companies
Call Center Operations Manager
Consumer Journey (Subsidiary of Local Marketing Inc.)
03.2025 - 10.2025
- Managed day-to-day call center and customer support operations
- Supervised agent performance, scheduling, and workflow coordination
- Assisted with CRM management, reporting, and customer data organization
- Coordinated communication between support staff, account managers, and leadership teams
- Supported onboarding, training coordination, and operational process improvements
- Helped maintain service quality, escalation handling, and team productivity metrics
Sales Enablement Director
ICOM AI
11.2023 - 08.2024
- Led sales enablement and training initiatives, including product demonstrations and customer education programs
- Collaborated cross-functionally with Marketing, Sales, and Operations teams to develop consistent messaging and sales content
- Supported performance management initiatives to improve team productivity, accountability, and operational efficiency
- Contributed to AI solution development by coordinating feedback, operational needs, and interdepartmental collaboration
- Provided ongoing coaching and support to sales teams, identifying and resolving sales process obstacles and performance gaps
- Implemented systems, workflows, and operational processes that improved sales performance and helped exceed team goals
- Coordinated with multiple departments to ensure alignment, communication, and smooth day-to-day operations
- Assisted in optimizing sales processes, training strategies, and customer engagement initiatives across the organization
Regional Sales Manager
ICOM AI
01.2023 - 11.2023
- Supported regional sales operations and contributed to achieving revenue and growth objectives during a period of rapid team expansion
- Developed and executed strategic sales initiatives in collaboration with senior leadership and cross-functional teams
- Built and maintained strong client relationships through sales presentations, customer meetings, follow-up communication, and industry events
- Managed key accounts and supported customer retention, engagement, and account growth initiatives
- Coordinated individualized marketing and outreach campaigns to support pipeline development and regional sales performance
- Collaborated with internal departments to align sales strategies, operational goals, and customer experience initiatives
- Assisted in expanding market presence and improving overall sales performance through process coordination and relationship management
- Contributed to sales planning, team collaboration, and operational support within a fast-paced sales environment
Solutions Director
ICOM AI
09.2022 - 01.2023
- Managed a remote team of 15–20 agents operating within an offsite call center in Cabo San Lucas, Mexico
- Led team training, onboarding, and ongoing development initiatives to improve productivity, performance, and operational consistency
- Oversaw recruitment, hiring coordination, and performance management processes for remote staff
- Implemented operational strategies focused on efficiency, workflow optimization, and risk reduction
- Analyzed reporting and performance data to forecast trends, identify improvement opportunities, and support business decision-making
- Developed and implemented resource allocation strategies to improve team utilization and operational effectiveness
- Built and maintained strong client relationships through consistent communication, operational support, and strategic collaboration
- Leveraged industry knowledge and professional networking to support business development and organizational growth
- Coordinated cross-functional operations to ensure service quality, accountability, and overall team success
BDC Manager
Foundation Automotive
08.2021 - 09.2022
- Managed a centralized BDC team of up to 30 agents supporting lead operations for seven Texas dealerships
- Oversaw inbound and outbound lead management, appointment scheduling, and customer communication workflows
- Implemented CRM and data management procedures to improve reporting accuracy, lead tracking, and operational efficiency
- Developed reporting systems and performance tracking processes to monitor team productivity and campaign effectiveness
- Conducted outbound calling campaigns and customer follow-up initiatives to support dealership sales goals
- Trained and coached team members on customer engagement, appointment setting, CRM usage, and communication best practices
- Implemented strategies that improved appointment show rates, reduced no-shows, and enhanced customer experience
- Collaborated with marketing teams to support sales campaigns, lead generation initiatives, and customer outreach strategies
- Leveraged technology and process improvements to streamline operations and consistently exceed department performance goals
BDC Manager
Henson Brand Dealerships; Foundation Automotive
02.2021 - 08.2021
- Managed inbound and outbound customer communications for a three-store dealership group
- Supervised and trained BDC team members on appointment setting, customer communication, and lead management best practices
- Implemented CRM and data management procedures to improve lead tracking, organization, and follow-up efficiency
- Coordinated outbound calling campaigns and customer outreach initiatives to support sales performance and customer retention
- Utilized technology and customer engagement tools to improve communication workflows and response times
- Developed and implemented strategies that reduced appointment no-shows and improved overall customer satisfaction
- Monitored team performance metrics, coaching staff to consistently exceed department goals
- Contributed to dealership sales growth through operational improvements, customer engagement, and process optimization
BDC Representative
Henson Brand Dealerships; Foundation Automotive
10.2020 - 02.2021
- Utilized consultative sales techniques to identify customer needs, build rapport, and improve customer engagement
- Managed high volumes of inbound calls, appointment scheduling, and customer follow-up communications
- Conducted outbound outreach to prospective customers through phone, email, and online channels
- Supported sales pipeline development by qualifying leads and coordinating appointments for sales teams
- Maintained accurate customer information and activity tracking within CRM systems
- Consistently met or exceeded individual performance and sales goals
- Contributed to a positive customer experience through responsive communication and relationship-building skills
Education
Associates Degree - Public Relations, Advertising, Marketing & Business Administration
Sam Houston State University
Huntsville, TX12-2020
High School Diploma - undefined
Cuero High School
Cuero, TX05-2017
Skills
- Sales Operations
- Revenue Operations
- CRM Management & Data Enrichment
- SDR & BDC Team Management
- On & Off Shore Team Leadership
- Recruiting & Talent Coordination
- Accounts Receivable & Billing
- Payroll Processing & Coordination
- Sales Support Operations
- Process Improvement
- Team Training Coordination
- Cross-Functional Communication
Timeline
BDC Operations Coordinator
Service Customer (Subsidiary of Local Marketing Inc.)
04.2026 - Current
Sales Development Manager
COOPABLE (Subsidiary of Local Marketing Inc.)
04.2025 - Current
Sales Operations Coordinator
On.Page (Subsidiary of Local Marketing Inc.)
04.2025 - Current
Operations & Sales Support Coordinator
Local Marketing Inc.
03.2025 - Current
Call Center Operations Manager
Consumer Journey (Subsidiary of Local Marketing Inc.)
03.2025 - 10.2025
Sales Enablement Director
ICOM AI
11.2023 - 08.2024
Regional Sales Manager
ICOM AI
01.2023 - 11.2023
Solutions Director
ICOM AI
09.2022 - 01.2023
BDC Manager
Foundation Automotive
08.2021 - 09.2022
BDC Manager
Henson Brand Dealerships; Foundation Automotive
02.2021 - 08.2021
BDC Representative
Henson Brand Dealerships; Foundation Automotive
10.2020 - 02.2021
High School Diploma - undefined
Cuero High School
Associates Degree - Public Relations, Advertising, Marketing & Business Administration
Sam Houston State University