Heather Flynn
Chesapeake,United States of America
Summary
Results-driven Sales General Manager with over 27 years of comprehensive leadership experience optimizing high-volume contact center operations, sales, customer service, corporate client relations, and large-scale cross-functional projects. Proven track record directing sales strategy execution for ten managers and teams of up to 200+ advisors, consistently exceeding critical sales targets while driving key performance indicators.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Med Sales General Manager
Life Protect 24/7
Norfolk, VA
08.2021 - 05.2026
- Directed daily inbound operations and strategic sales initiatives for a high-volume medical alert call center, overseeing 10 Med Sales Managers and 200 front-line sales advisors.
- Consistently surpassed department-wide sales objectives, KPIs, and monthly conversion targets by introducing advanced prospecting methods and modern corporate sales strategies.
- Conducted rigorous sales data audits and deep-dive performance reporting, presenting actionable data trends to senior management to capture new revenue opportunities.
- Spearheaded cross-functional teams to identify operational bottlenecks, resulting in streamlined workflows, optimized performance metrics, and strict cost controls to maximize overall profit margins.
- Built and executed comprehensive training frameworks that drastically enhanced product knowledge, elevated baseline sales skills, and ensured seamless compliance with company policies.
- Analyzed shifting market trends to adjust pricing architecture, securing a highly competitive market positioning in the personal medical monitoring device sector.
- Mentored and coached junior leadership staff, successfully building a robust, advancement-ready talent pipeline of future department leaders.
- Fostered an inclusive, high-engagement corporate culture centered around continuous team learning, cross-training agility, and collaborative problem-solving.
- Successfully managed multiple complex operational projects simultaneously while meeting strict, tight organizational deadlines in a fast-paced environment.
Client Success and Sales Manager
Fulfilltopia
VA Beach, VA
05.2020 - 08.2021
- Prioritizes the daily activities of nonexempt’s with a high emphasize on customer service while striving to exceed revenue goals at a department level.
- Manage vendor relationships with three temp agencies, to maintain staffing levels, production, and to meet production goals.
- Ensures compliance with company policies and procedures; led staff training initiatives to maximize productivity.
- Well versed in the expectations and implementation of associate relations policies and procedures as relates to people management.
- Cultivates a culture of process improvement and empowerment by soliciting feedback, encouraging, and promoting associate involvement in process change.
- Excels at driving team productivity, revenue results, and audit, and quality assurance, metrics.
- Proactively coaches, develops, and initiates, new techniques to drive associate performance. Thus, consistently achieving revenue goals with a high emphasize on customer service and quality performance.
Collections Operations Manager
CKS Financial
Chesapeake, VA
10.2019 - 03.2020
- Prioritizes the daily activities of eighteen nonexempt’s with a high emphasize on customer service while striving to exceed revenue goals at a department level.
- Ensures compliance with company policies and procedures; led staff training initiatives to maximize productivity.
- Well versed in the expectations and implementation of associate relations policies and procedures as relates to people management
- Excels at driving team productivity, revenue results, and audit, and quality assurance, metrics.
- Proactively coaches, develops, and initiates, new techniques to drive associate performance. Thus consistently achieving revenue goals with a high emphasize on customer service and quality performance.
- Generates and distribute daily reports and auditing results to appropriate personnel. Influence effective communications with team members to maintain clearly defined expectations and promote high team morale.
- Initiated detailed monthly departmental reports and updates to senior management. Effectively manages departmental expenses to stay within allocated budget.
- Excels at building rapport with the customer base by handling difficult issues with professionalism.
- Proposes and drives change to existing methods to increase the accuracy, efficiency and responsiveness of the customer service and collections department.
Client Relations Account Executive III
Loan Care
Virginia Beach, VA
11.2016 - 10.2019
- Account Management: Owned all aspects of key corporate client relationships, executing monthly and quarterly on-site business reviews to assess performance trends, deliverables, and strict SLA compliance.
- Issue Resolution: Acted as the primary escalations point of contact; programmed and produced data tracking models in the LPS Passport system to analyze issue trends and accelerate client response times.
- Process Optimization: Partnered with cross-functional operations managers to audit internal workflows and management controls, driving process revisions that proactively prevented recurring client service issues.
- Onboarding & Training: Directed the end-to-end implementation and training frameworks for new external client staff members to ensure alignment with organizational servicing goals.
- Regulatory Compliance: Maintained comprehensive operational alignment with shifting industry regulations, HUD guidelines, investor policies, and government servicing mandates.
Inside Sales Department Manager
Chantel Ray Real Estate
VA Beach, VA
03.2016 - 11.2016
- Managed a team of 10 Inside Sales specialists engaging partners across phone, email, chat, and social media channels to secure new business initiatives.
- Facilitated new operational processes, communications, training frameworks, and sales methodologies to ensure cross-departmental alignment and campaign success.
Senior Associate Unit Manager Inbound Collect
Capital One
Chesapeake, VA
02.2001 - 01.2016
- Supervised the daily inbound customer service and collections operations for a high-performing team of 15 non-exempt associates, serving as a primary site contact across multiple locations.
- Proactively developed and initiated new training methodologies to drive productivity, audit quality, and compliance metrics while consistently meeting departmental revenue targets.
- Mentored and coached both exempt and non-exempt associates, focusing heavily on professional advancement, career pathing, and team morale.
Senior Associate Project Manager
Capital One
Chesapeake, VA
09.2013 - 03.2014
- Spearheaded the end-to-end planning, implementation, and delivery of the RMS Systems migration to the RECAP platform, successfully transferring 7 million accounts.
- Partnered with cross-site tech teams and senior leadership to seamlessly transition 44 telephony lines and reassign 3 distinct business units without service interruption.
- Drafted master action plans, defined deliverables, enforced strict deadlines, and presented weekly status and budget tracking reports directly to executive stakeholders.
- Created and deployed comprehensive instructional materials to train 100 customer service, collections, and management associates on the new systems platform.
Education
High School Diploma -
Salem High School
Virginia Beach, VA, United States of America06.1996
Skills
- Executive Leadership & Operations: Multi-unit Operations Management, Strategic Planning, Project Management, Change Management, Staff Management, Team Oversight, Risk Mitigation, Vendor Relationship Management
- Sales & Account Management: Sales Pipeline Management, Key Account Management, Client Relationship Management, Business Development, Sales Strategy Development, Lead Generation, Sales Forecasting, Cold Calling, Salesforce
- Team Development & Performance: Staff Development, Sales Coaching, Performance Coaching, Employee Motivation, Team Building, KPI Tracking, Performance Management
- Core Competencies: Contract Management, Process Improvement Strategies, Business Planning, Strategic Partnerships, Revenue Forecasting, Sales Reporting
Certification
Certifications (Capital One): BPM Certified (2015), Lean Certified (2015), Managing with Resilience (2015), Building Your Brand (2014), Effective Presentations (2014), Managing Through Change (2014), Coaching Essentials (2013), Behavioral Interviewing Certified (2012).
OUTREACH
- Capital One, CommunityOutreach Chair Encourages and drives engagement and community involvement of eleven hundred associates at the exempt and nonexempt level.,
- Engages and supervises a team of seven exempt and nonexempt associates for the execution of volunteerism activities at the site level.,
- Strategically outlines, plans, executes, and immobilizes, community volunteerism to exceed the corporate goal of 60% site volunteerism. Achieving 90% in 2014 and year to date 70% for 2015.,
- Actively initiates and manages partnerships with thirty nonprofit organizations, local schools, and corporate business partners to promote volunteerism and brand recognition within the community.,
- Promotes the philanthropic ideal at the site level by ensuring multiple monthly volunteer opportunities are available by maximizing partnerships by planning, scheduling, and overseeing the events.,
- Maintains a database to effectively track, provide reporting, and allow for grants based on volunteer hours., Promotes engagement by influencing communication at a site and corporate level by utilizing interoffice communications and digital avenues.,
- Effectively utilizes influence by communicating weekly updates, gaining buy in, and making presentations to senior management.,
- Works collaboratively at all associate levels to accomplish corporate goals and community impacts.
Timeline
Med Sales General Manager
Life Protect 24/7
08.2021 - 05.2026
Client Success and Sales Manager
Fulfilltopia
05.2020 - 08.2021
Collections Operations Manager
CKS Financial
10.2019 - 03.2020
Client Relations Account Executive III
Loan Care
11.2016 - 10.2019
Inside Sales Department Manager
Chantel Ray Real Estate
03.2016 - 11.2016
Senior Associate Project Manager
Capital One
09.2013 - 03.2014
Senior Associate Unit Manager Inbound Collect
Capital One
02.2001 - 01.2016
High School Diploma -
Salem High School