Jared Cameron
Quincy,MA
Summary
Seasoned Call Center Manager and talented leader with 5+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans, sales performance, quality assurance and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
17
17
years of professional experience
Work History
Operations Transition & Transformation Manager
Thresholdbrands
01.2022 - Current
- Developed & Implemented Quality Assurance Analysis program for MaidPro, Men in Kilts, Patio Patrol & Sir Grout Franchises under Threshold brands Umbrella.
- Developed 4-week sales training program to increase nearshore partner sales metrics.
- Spearheaded MaidPro, Men in Kilts, and Sir Grout brand training overhaul to enhance employee performance and boost employee productivity.
- Oversaw Development of LMS systems utilizing SharePoint for MaidPro.
- 2022 Worked directly with CEO to improve and increase MaidPro franchise owner relationships.
- 2022 Worked directly with Chief Growth Officer to reduce department costs & transition to offshore call center partner.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help call center evolve and grow.
- Advanced productivity KPIs to achieve key business goals and objectives by monitoring AHT, Sales, and QA scores.
- Introduced new methods, practices, and systems to reduce agent ramp-up time from 120 days to 90 days.
- Manage quality assurance team of 3 analyzing 800+ calls in 2022.
- Identified procedure or process changes required to improve performance and productivity.
- Directed initiatives to improve work environment, company culture, or overall business strategy via sales competitions, and commission updates.
- Collaborated cross-functionally to refine procedures, devise best practices, and enforce quality metrics.
- Trained 2 offshore call center partners. (IBEX/The Office Gurus)
- Oversee recruitment for MaidPro brands (Onshore & Nearshore)
Quality and Training Manager
Thresholdbrands
02.2021 - 01.2022
- Directed initiatives to improve work environment, company culture or overall business strategy via sales competitions, commission updates.
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Delivered new employee onboarding and training sessions via Ring central meetings and Salesforce.
- Coordinated ongoing technical training and personal development classes for staff members.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Managed new employee orientation training process for more than 10 new employees each year.
- Tested all training software and hardware prior to commencing training programs.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Coordinated and prioritized required training courses for Sales Representatives and Team Leads.
- Organized and edited training manuals, multimedia visual aids and other educational materials.
- Developed departmental systems and procedures to better align workflow processes.
- Created in-depth training manual for all employees.
- Conducted training courses and prepared videos for long-term use.
- Implemented new learning strategies depending upon employees' skill levels.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Managed recruitment initiatives working with Marketing team and Panther recruiting agency.
- Conducted phone screens/interviews help increase staffing levels during peak seasons.
- Presented to potential individuals interested in purchasing MaidPro franchise.
Team Manager
Thresholdbrands
01.2019 - 02.2021
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Recruited, interviewed and hired individuals adding value, dedication and knowledge to sales team.
- Assist with potential franchise owner tours, presenting National Sales Center to perspective owners.
- Collaborated with marketing department personnel to optimize strategic initiatives.
- Drove sales conversion rates through effective 1:1 coaching sessions.
- Handled customer relations issues, enabling quick resolution and client satisfaction.
- Delivered engaging sales presentations to new clients, explaining technical information in simplified language to promote features and increase client base.
- Held weekly meetings with sales representatives to identify techniques to overcome sales obstacles.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Evaluated employee performance on weekly basis and coached and trained 8 - 12 team members, increasing quality of work and employee motivation.
- Developed and delivered new hire transition training and quality assurance programs, increasing new-hire retention.
Assistant Manager
Thresholdbrands
06.2018 - 01.2019
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Used salesforce to keep track of sale's team performance metrics.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
- Hired, trained and motivated sales and marketing professionals.
- Managed recruitment initiatives working with Panther agency.
- Assist with potential franchise owner tours, presenting National Sales Center to perspective owners.
- Trained new associates in successful sales and performance strategies.
- Worked with company's recruiters to attract talented individuals for sales positions.
- Identified and hired exceptional candidates to fill key sales roles and strengthen revenue development.
- Trained and mentored 8 - 12 employees to grow local offices sales and increase customer satisfaction.
- Coached sales team both collectively and individually to help each employee achieve monthly goals.
Sales Representative
Thresholdbrands
12.2016 - 06.2018
- Completed daily warm lead calling and outreach to build sales pipeline for local MaidPro franchise owners.
- Met and exceed sales benchmarks of 25% recurring customer acquisitions on a monthly basis for 2 years.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Answered calls, took messages, and transferred calls to the correct individuals.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Escalated concerns or advanced problem calls to management staff.
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Overcame objections using friendly, persuasive strategies.
Associate Licensed Banker
Citizens Bank N.A.
01.2015 - 11.2015
- Prospected for new business through networking, community outreach and customer referral generation.
- Performed loan servicing functions to check compliance with applicable terms and conditions.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Evaluated client financial positions and identified most appropriate banking products.
- Opened, closed and updated accounts for customers.
- Consulted on business packages and made personalized recommendations.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Provided advice on different bank products and financial options.
- Balanced teller drawers and ATM cash.
- Produced and executed loan packages.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Continually boosted branch production and revenue consistently meeting all monthly and quarterly sales goals.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
Corporate Trainer
Dfw Consultants
01.2014 - 04.2015
- Managed recruitment, training and development for highly effective sales team.
- Assessed training program effectiveness on regular basis and improved upon deficient areas.
- Trained sales representatives on sales and account management practices to reduce process lags and enhance performance, efficiency and profitability.
- Developed and led group training courses to align with corporate sales and service goals.
- Trained and mentored 6 - 15 new personnel hired to fulfill account executive roles.
- Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
Front Desk Agent
Ramada Hotel
01.2007 - 01.2012
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered an average 50 customer telephone calls daily & promptly to appropriately handle customer needs.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Education
No Degree - Business Management
Quincy College
Quincy, MAHigh School Diploma -
Lincoln Sudbury Regional
Sudbury, MA06.2005
Skills
- 7-years of Salesforce experience
- 5-years of Ring Central (In contact) experience
- 2-years of Service Titan experience
- 1-year of Field Routes experience
- Microsoft Excel Proficient
- Media vault Proficient
- Client Implementation Support
- Training Manuals and Processes
- Team Management
- Quality Assurance Development
- Sales development projects
- Training Initiatives
- Performance Improvement Tracking
- Employee Performance Reviews
- Motivational Leadership
- Hiring and Onboarding
- Quality Assurance Evaluation
- Business Growth Initiatives
- Sales Statistics Analysis
- Customer Relationship Management
- Employee Coaching and Mentoring
Accomplishments
- Developed/Implemented 4 Quality Assurance programs for 4 Franchise Brand companies under the Thresholdbrands Umbrella call center in 2021 - 2022.
- Spearheaded development & trained multiple offshore call center teams.(Philippines, El Salvador)
- 2019 - 2021 Increased call center closing percentage from 23% - 28% in recurring sales revenue for MaidPro franchise partners.
- Successfully implemented new training programs for National Sales Center 2019 Department restructure.
- Successfully restructured National Sales Center call structure implementing Inbound/outbound rep roles.
- Managed sales team of 20+ call center sales agents selling for 300 MaidPro Franchises.
- Voted MaidPro National Sales Center sales rep of the month 2 months.
Varsity Tennis Team
Lincoln Sudbury Varsity Tennis Team 2002 - 2004
A Bright Foundation Mentor
In 2023, I volunteered for the A Bright Foundation program offering educational assistance. Mentored 5 - 7 youth ranging from 11 - 15 years old.
Timeline
Operations Transition & Transformation Manager
Thresholdbrands
01.2022 - Current
Quality and Training Manager
Thresholdbrands
02.2021 - 01.2022
Team Manager
Thresholdbrands
01.2019 - 02.2021
Assistant Manager
Thresholdbrands
06.2018 - 01.2019
Sales Representative
Thresholdbrands
12.2016 - 06.2018
Associate Licensed Banker
Citizens Bank N.A.
01.2015 - 11.2015
Corporate Trainer
Dfw Consultants
01.2014 - 04.2015
Front Desk Agent
Ramada Hotel
01.2007 - 01.2012
No Degree - Business Management
Quincy College
High School Diploma -
Lincoln Sudbury Regional