Summary
Overview
Work History
Education
Skills
Timeline
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Lafayette Martin

CA

Summary

Goal-oriented, diverse Manager experienced in building strong, effective teams. Organized and dedicated leader with a drive for continuous improvement and growth. Proven ability to build strong teams, develop morale, and improve retention through Servant-Leadership. Well rounded in sales, sales management, and team management. Self-motivated and forward thinker with the ability to adapt to changes and analyze the needs of any business.

Overview

17
17
years of professional experience

Work History

Sales Director

MoneyMend
04.2024 - Current
  • Interviewed and hired 18 agents for the start of the company.
  • Created scripts , call flows, rebuttal materials for the new agents.
  • Create a comprehensive sales strategy, including setting agent goals, sales goals and KPI's metrics.
  • Develop a culture of performance, motivation, and accountability. Keep the team focused on achieving goals and maintaining morale.
  • Design and implement processes for prospecting, qualifying leads, and closing deals. Ensure there are clear steps from initial contact to conversion.
  • Set up and manage a Customer Relationship Management (CRM) system to track leads, sales, and customer data.
  • Led a high-performing sales team through effective coaching, mentoring, and performance management strategies.
  • Fostered a culture of continuous improvement within the sales department, regularly organizing workshops and skill-building sessions for employees at various levels of expertise.
  • Increased sales revenue by developing and implementing effective sales strategies.

Sales Associate

Rescue One Financial
01.2024 - 02.2024
  • Assessed credit reports and financial statements to identify potential risks and implement appropriate measures for prevention.
  • Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Maintained high volume of calls and met demands of busy and productive group.

Sales Associate

Bright Loan Plus
10.2023 - 10.2023
  • Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
  • Developed strong relationships with customers to foster timely payments and account resolution.
  • Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
  • Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.

Sales Floor Manager

Better Debt Solutions
06.2022 - 11.2023
  • Motivated sales team to exceed sales quotas through friendly competition and other incentive programs.
  • Successfully contributed to building a startup company from a team of 12 agents to a team of 120 agents over a span of 12 months.
  • Recruited employees through Indeed and referrals. Interviewed and hired over 80 plus employees
  • Developed and implemented effective sales strategies and techniques resulting in increased sales revenue of < 1M per month – 60M per month in net enrollments over a span of 12 months.
  • Created sales scripts that optimized sales conversations and directly improved conversion rate KPI's.
  • Managed the day-to - day operations of the sales team, including scheduling, performance reviews, and goal setting.
  • Led weekly team meetings and provided ongoing coaching and mentorship to Team Leads.
  • Conducted regular focus groups to gather feedback, identify areas for improvement, and refine sales strategies.
  • Managed lead distribution from outside call centers, ensuring efficient and effective allocation of leads to sales agents.
  • Managed and monitored sales agents pipelines in CRM.
  • Established and maintained relationships with key affiliates and stakeholders. Including: Alleviate and Beyond Finance.
  • Conducted regular sales meetings to review performance, provide feedback, and motivate team members to achieve individual and team objectives.
  • Monitored market trends and conducted daily sales analysis on KPI percentages.
  • Utilized CRM software to track sales, KPI's, monitor agent's, team leads.
  • Worked with SalesForce, Bluerock, Zoiper, Ytel, RingCentral, Dept Pay Pro (Forth), Shape, ClickPoint, Paycom.
  • Coached, trained and developed sales agents, team leads and some director level positions.

Loan Officer

Titan Mutual Lending
03.2022 - 05.2022
  • Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
  • Maintained strict confidentiality of bank records and client information.
  • Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
  • Submitted loan applications to underwriter for verification and recommendations.

Call Center Representative

Maximus
07.2021 - 08.2021
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
  • Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
  • Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.

Division Manager

Coastal Branding
04.2018 - 11.2021
  • Designed and managed project development schedules meeting established goals.
  • Implemented sales systems to optimize processes, improve profitability and enhance regulatory compliance.
  • Managed recruitment and hiring of highly-qualified candidates to open vacancies.
  • Set and monitored division-wide policies, procedures and cultural standards.
  • Leveraged effective leadership skills to effectively identify deficiencies and opportunities to improve policies, procedures and controls.
  • Supervised team of 12 personnel, delivering effective and consistent job training.
  • Supervised and facilitated team meetings to alleviate issues and challenges.
  • Successfully guided team of 12 direct reports in strategic planning, marketing and sales.
  • Hired and motivated sales team achieving over $144,000 in new sales per year.
  • Supervised and trained employees on successful selling techniques.
  • Mentored and internally promoted successful company sales and account management staff into leadership positions to drive company growth.
  • Elevated team performance via strategic planning and coaching in areas of prospecting, sales and value-added presentations.

Store Manager

Cvs Pharmacy Inc.
02.2013 - 01.2018
  • Hired, trained, evaluated performance and enforced disciplinary actions for 25 associates.
  • Shared product knowledge with customers and offered personal recommendations to boost upselling and cross-selling goals.
  • Implemented succession planning by training and developing associates into leadership positions.
  • Trained employees on store security, monetary procedures and customer service expectations.
  • Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
  • Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
  • Oversaw all store operations while generating $50,000 in monthly sales.
  • Improved store status from market worst to best by implementing process improvements and identifying performance gaps for corrective action.
  • Increased profits by 17% by restructuring store layouts to enable efficient inventory management and performing financial planning and sales metric analysis.
  • Collaborated with Regional Manager to recruit and develop personnel and cultivate top performance.
  • Opened and closed store by processing daily paperwork, balancing register drawers, producing staffing schedules and preparing deposits.
  • Oversaw POS operations and cash management to reduce errors.
  • Conducted staff evaluations and determined promotions and realignments or reductions in workforce.
  • Interviewed, hired, supervised and trained employees and instituted mentoring program to develop skills, leadership and employee excellence.

Cashier

Ralphs Grocery
04.2008 - 12.2012
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.

Education

Associate of Arts - Business Communication

Los Angeles Harbor College

Skills

  • Sales and marketing expertise
  • Profit and loss analysis
  • Financial administration
  • Multidisciplinary team leadership
  • Recruiting and hiring
  • Compelling leadership skills
  • Cross-cultural sales background
  • Complex project negotiations
  • Sales Strategies
  • Continuous Development

Timeline

Sales Director

MoneyMend
04.2024 - Current

Sales Associate

Rescue One Financial
01.2024 - 02.2024

Sales Associate

Bright Loan Plus
10.2023 - 10.2023

Sales Floor Manager

Better Debt Solutions
06.2022 - 11.2023

Loan Officer

Titan Mutual Lending
03.2022 - 05.2022

Call Center Representative

Maximus
07.2021 - 08.2021

Division Manager

Coastal Branding
04.2018 - 11.2021

Store Manager

Cvs Pharmacy Inc.
02.2013 - 01.2018

Cashier

Ralphs Grocery
04.2008 - 12.2012

Associate of Arts - Business Communication

Los Angeles Harbor College

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Lafayette Martin