Summary
Overview
Work History
Education
Skills
Timeline
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James Ritrovato

Festus,Missouri

Summary

Dynamic leader with a proven track record at Checkmate and Concentrix, excelling in sales lifecycle management and fostering customer success. Spearheaded initiatives that slashed churn by 20% and consistently surpassed sales targets. Renowned for solution selling and exceptional problem-solving abilities, adept at driving growth and enhancing operational efficiency.

Overview

9
9
years of professional experience

Work History

Enterprise Sales Manager

Checkmate
08.2023 - Current
  • Consistently met or exceeded sales targets by proactively managing sales pipeline and ensuring timely follow-ups on leads.
  • Mentored junior sales team members, providing guidance on best practices and techniques for achieving success in the industry.
  • Increased overall sales performance by developing and implementing strategic plans tailored to target markets.
  • Prepared sales presentations for clients showing success and credibility of products.
  • Managed accounts to retain existing relationships and grow share of business.


Customer Retention Manager

Checkmate
11.2021 - 08.2023
  • Launched cross-departmental initiatives that resulted in improved collaboration between departments ultimately enhancing the overall customer experience.
  • Managed a team of dedicated Customer Retention Specialists responsible for handling complex account escalations effectively resolving issues through creative problem-solving techniques.
  • Trained new hires in company policies and procedures, contributing towards a more skilled workforce.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Delivered Monthly reporting on Churn reasons and in-depth breakdown of reasons for churn to CEO, and all leadership of Checkmate.
  • Decreased churn by 10% in the first 6 months active in the role, 20% by the end of the first year.

Operations Manager

Concentrix
10.2015 - 11.2021
  • Led a team of 200+ direct reports in managing and optimizing various BPO processes.
  • Managed a group of 7-12 Team Managers with up to 20 direct reports.
  • Led and directed multifaceted operations across diverse industries, including telecommunications, retail, Property and Casualty insurance within Concentrix.
  • Orchestrated sales and client services strategies, consistently exceeding performance targets and revenue goals.
  • Spearheaded operations within the telecommunications sector, managing complex customer service demands and improving service level agreements (SLAs).
  • Developed and implemented operational procedures and quality standards, resulting in streamlined workflows and improved efficiency.
  • Collaborated cross-functionally with teams to optimize service delivery and enhance customer experiences.
  • Managed operations for a Property and Casualty client, securing a significant contract through a rigorous request for proposal (RFP) process.
  • Collaborated closely with the client to design customized solutions, meeting their unique outsourcing needs.
  • Pioneered launching a call center in the Philippines to support retail operations. This included operational setup, training of leadership, and developing coaching plans tailored specifically to client hiring profiles. This included overseas travel.
  • Through behavioral-based coaching, developed coaching plans of action. This drove sales metrics that exceeded KPI’s and fostered an environment of accountability with growth and development.
  • Worked closely with workforce management, based on forecasted client call volume to meet staffing demands on multiple lines of business.
  • Worked closely with Talent Acquisition for the hiring of licensed Property and Casualty specialists to meet the clients' hiring profile.

Education

High School Diploma -

Crystal City High School
Crystal City Mo
05-1999

Skills

  • Sales lifecycle management
  • Sales presentations
  • Solution selling
  • Sales process optimization
  • Customer Success Management
  • Contract negotiations
  • Deal structuring
  • Customer service
  • Attention to detail
  • Problem-solving abilities
  • Verbal and written communication
  • Account management
  • Customer relations
  • Revenue growth

Timeline

Enterprise Sales Manager

Checkmate
08.2023 - Current

Customer Retention Manager

Checkmate
11.2021 - 08.2023

Operations Manager

Concentrix
10.2015 - 11.2021

High School Diploma -

Crystal City High School

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James Ritrovato