Jarvis J. Richards Sr.
Atlanta
Summary
Accomplished and dynamic professional with solid and diverse experience in directing call center operations, customer service and revenue generation. Possess excellent leadership and people management skills with ability to manage, mentor, develop and guide team members. Strong time management skills with proven ability to manage multiple priorities in a fast paced, high volume, customer service driven work environment. Exhibited high level of commitment to customer satisfaction and simply getting the job done.
Accomplished Sales Manager offering high performance leading development and implementation of superior sales strategy. Proven track record of identifying and creating profitable business opportunities, qualifying authentic prospects and cultivating strong partnerships. Demonstrated expertise in team leadership and development.
Results-driven Sales Manager known for exceptional productivity and efficient task completion. Specialize in strategic sales planning, customer relationship management, and market analysis. Excel in negotiation, communication, and leadership, utilizing these soft skills to drive team success and exceed sales goals.
Seasoned Sales Manager with notable experience in leading high-performing sales teams. Showcases strong leadership and strategic planning skills, adept at driving revenue growth and improving sales-team performance. Successfully implemented innovative sales strategies that increased market share in previous roles.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Sales Manager
Xplor Technology
Atlanta
03.2025 - 04.2026
- Developed sales strategies to enhance customer engagement and retention.
- Trained and mentored sales team on product knowledge and customer service techniques.
- Analyzed market trends to identify new business opportunities and optimize sales efforts.
- Implemented CRM systems to track customer interactions and improve follow-up processes.
- Resolved customer issues promptly to maintain strong relationships and brand loyalty.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Trained, coached, and mentored junior sales personnel to ensure success in their roles.
- Created and presented monthly reports to management on sales performance.
- Achieved company growth and brand development through market expansion and sales.
- Analyzed customer data to identify trends, preferences, and opportunities for growth.
- Collaborated with marketing team to create promotional materials for target customers.
- Assisted senior management in developing long-term strategic goals for the company's growth.
- Enhanced sales volume through skilled support to both new and inactive customers.
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
- Established ambitious goals for employees to promote achievement and surpass business targets.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
- Used change methodologies to increase sales and led projects for increased productivity.
Site Director
VXI Global Solutions LLC
Atlanta
01.2021 - 02.2025
- Establish and nurture robust client relationships, comprehending their business requirements and ensuring that service delivery aligns with their expectations.
- Promptly address client concerns and escalations, guaranteeing efficient resolution and utmost client satisfaction.
- Conduct thorough analysis of financial data, encompassing revenue, costs, and expenses, to evaluate site performance and profitability.
- Recognize and execute opportunities to enhance revenue growth and reduce expenses.
- Offer strategic guidance and leadership to drive operational excellence, guaranteeing the efficient and effective delivery of service.
- Monitor critical performance indicators and implement necessary measures to propel operational excellence and surpass targets.
- Create and execute operational strategies and initiatives to maximize performance productivity and profitability.
- Supervise the workforce planning process, ensuring optimal staffing levels are maintained to meet client demands and service level agreements.
- Execute employee engagement programs, encompassing recognition and reward initiatives to elevate employee morale and foster long-term retention.
Associate Director
VXI Global Solutions LLC
Canton
01.2021 - 08.2021
- Led and managed daily operations for a high-volume contact center, ensuring efficient and effective service delivery to clients.
- Oversaw a team of 5 managers and 275 employees, providing guidance, coaching, and performance feedback.
- Implemented strategic initiatives to optimize operational process, resulting in a 10% increase in productivity.
- Developed and executed performance improvement plans to drive key performance indicators and achieve operational targets.
- Collaborated with cross-functional teams to identify areas for process improvement, streamline workflows, and enhance overall operational efficiency.
- Actively participated in client meetings to address concerns, provide updates, and maintain strong client relationships.
- Implemented quality assurance programs to ensure compliance with company standards and industry regulations.
- Managed workforce planning, forecasting, and scheduling to align resources with operational needs.
Operations Manager
VXI Global Solutions LLC
Youngstown
01.2014 - 01.2021
- Lead a team of 145 employees in managing daily operations for AT&T/DIRECTV.
- Consistently met or exceeded internal and external metrics to maintain client satisfaction.
- Developed and implemented new processes to improve call center efficiency and effectiveness.
- Collaborated with cross-functional teams to achieve staffing, employee net promoter scores, minimize company liabilities, and promote integrity within all actions.
- Conduct client services reporting and managed workforce.
- Mentored and coached team members to ensure high-performance levels and continuous improvement.
- Managed budget and expenses for department.
- Successful track record of managing five lines of business, generating revenue by managing web leads, demand generation, inbound/outbound phone, Lead churn and sales engagement.
Team Manager
VXI Global Solutions LLC
Youngstown
01.2012 - 01.2014
- Managed a team of 20 Customer service representatives, ensuring that all team members meet or exceed performance metrics.
- Trained new hires while providing ongoing coaching to improve individual and team performance, resulting in a 20% increase in CSAT scores and a 15% decrease in AHT.
- Create and implement performance improvement plans for underperforming team members, resulting in a 50% improvement in performance within 30 days.
- Conduct team meetings to communicate company updates, reinforce key performance metrics.
- Collaborate with other teams, including training, quality, and client services to ensure alignment on performance metrics and process improvement.
- Develop and maintain strong working relationships with client stakeholders to ensure satisfaction and successful outcomes.
- Analyze and report on team performance using data and analytics tools, providing insights and recommendations for continuous improvement.
Sales Agent
VXI Global Solutions LLC
Youngstown
01.2011 - 01.2012
- Fielded over 5000 calls for DTV inbound sales, consistently providing excellent customer service and product knowledge.
- Achieved a 35% close rate, exceeding the company’s sales targets and contributing to revenue growth.
- Demonstrated exceptional call handling skills, consistently meeting or exceeding performance indicators.
- Call Conversion Rate (CR): 85%.
- Customer Conversation Rate (CC%): 83%.
- Net First Call Resolution (NFCR): 84%.
- Mentored and motivated other agents, providing guidance and support to help them enhance their sales skills.
- Collaborated with Team Leaders to improve the production floor environment and streamline processes from an agent’s perspective.
Education
Bachelor’s degree - Business Marketing
Youngstown State University
07.2005 - 01.2010
Skills
- Organizational Leadership
- Call Center Management
- Operations Management
- Customer Service
- Program Development & Management
- Staff Management
- Problem Resolution
- Customer Satisfaction
- Process Improvement
- Staff Training & Development
- Sale Operations
- Revenue Generator
- Staff Performance Evaluation
- Staff Recruitment
- Relationship Building
- Workforce Management
- Employee Engagement
- Client Relationship Management
- Sales strategy
- Market analysis
- CRM implementation
- Team training
- Revenue growth
- Performance reporting
- Operational excellence
- Cross-functional collaboration
- Data analysis
- Effective communication
- Problem solving
- Profit and revenue-generating strategies
- Sales process
- Solution selling
- Salesforce
- Direct sales
- Excellent communication skills
- Superb time management
- Goal setting
- B to B sales
- Strategic partnerships
Certification
- Picture of Excellence Change Management Certified
- Performance Culture Certified
Timeline
Sales Manager
Xplor Technology
03.2025 - 04.2026
Site Director
VXI Global Solutions LLC
01.2021 - 02.2025
Associate Director
VXI Global Solutions LLC
01.2021 - 08.2021
Operations Manager
VXI Global Solutions LLC
01.2014 - 01.2021
Team Manager
VXI Global Solutions LLC
01.2012 - 01.2014
Sales Agent
VXI Global Solutions LLC
01.2011 - 01.2012
Bachelor’s degree - Business Marketing
Youngstown State University
07.2005 - 01.2010