Justin Wright
Clermont
Summary
Inspiring manager with extensive experience in dynamic product industries and leadership roles. Skilled at decreasing downtime and spending while increasing sales and customer satisfaction. Organized and dedicated to streamlining procedures.
Overview
9
9
years of professional experience
Work History
Sales Operations Manager
NDM Hospitality
01.2022 - Current
- Growing a new call center from 30 agents to 60 agents.
- Creating coaching, deliverables, and accountability structures for agent development with multiple CRM and PMS tools.
- Transferring systems into Salesforce to ensure a 1 stop shop for agent tools and knowledge base.
- Building out new incentive plans with targeted ROI.
- Creation of automated workbooks that track and give process progress and variance.
Sales Operations Manager
Results-CX
01.2018 - 01.2021
- Developing and managing a floor of over 160 Agents and 10 Supervisors.
- Handling and having accountability towards Attrition, BTP, and Payroll Margin. With a focus on high ROI.
- Partnering with Client (SXM) to attain and meet KPIs (Attendance, Adherence, AHT, Quality Assurance, Sales, etc.) and Staffing Hours and FTE.
- Withing 6 months of developing the site to an average of 45% Total goal achievement to 102%. Also improving Enrollments/Conversion from 5% to average 18%, Saves/Retention calls from 2% to 35%.
- Partnering with Recruiting, Training, and Grad School to ensure the delivery of high-quality Advocates.
- Daily work with Slack, Teams, Excel; Pivot Tables, Power Quire, and Creation of Workbooks that provide automated data analysis.
- Staging, Launching and Managing over 100 agents and 7 supervisors to Work from Home. Including managing equipment distribution and training.
- Spent 6 months as Interim Site Director, responsible for Site Finances (PM, BTP, Forecasting), staffing, and overseeing Recruiting, Training, and Operations.
Voice of the Customer (VOC) Site Manager
Results-CX
01.2017 - 01.2018
- Monitoring Key Indicators (VOC, NPS Ext…) for all Lines of Business Sitewide.
- Working and understanding of Financial Impacts of all processes with resulting Return of Investment.
- Creating and implementing processes that can show a direct impact on Key Indicators and ROI including follow-up with the Site Director and Operations.
- Working with other Site VOCs for transfer of working methods.
- Daily work with Excel; Pivot Tables, Power Quire, and Creation of Workbooks that provides automated data analysis.
- Managing Line Adherence for Site/Creation of Attendance Tracker.
- Creation of Coaching report linkable to Initiatives, Providing Accountability data.
Call Center Supervisor
Results-CX
01.2016 - 01.2017
- Supervisor of Teams with up to 15 agents.
- Monitoring KPI indicators (Attendance, Call duration, Sales, etc.).
- Interviewing and Hiring agents.
- Handling voluntary and involuntary separation of Agents.
- Grading and coaching of calls.
- Disciplinary and corrective actions for agents.
- Handling Incentives for an agent.
- Double checking and correcting the biweekly pay of agents.
Education
Associate Degree - General Studies
Salt Lake Community College
West Jordan11.2012
High School Diploma - Including College Credits
Itineris Early College High School
West Jordan05.2012
Skills
- Business process innovation
- Budgeting and forecasting
- Accountability and follow-through
- Problem solving
- Data analytics
- Excel proficiency
- Salesforce administration
- KPI management
- Project management
- Client partnership
- Incentive programs
- Sales strategy
- Dashboard customization
Timeline
Sales Operations Manager
NDM Hospitality
01.2022 - Current
Sales Operations Manager
Results-CX
01.2018 - 01.2021
Voice of the Customer (VOC) Site Manager
Results-CX
01.2017 - 01.2018
Call Center Supervisor
Results-CX
01.2016 - 01.2017
Associate Degree - General Studies
Salt Lake Community College
High School Diploma - Including College Credits
Itineris Early College High School
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