Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Lonnie Emmons

Fenton

Summary

Experienced Sales Management and Training & Development Leader: A Record of Success in Leading Retail Operations, Talent Management, Call Centers and Corporate Training Initiatives; Strategic-thinking individual experienced in turning low-performing organizations into top revenue producers. Offering engaging and pleasant personality with expertise improving customer relationships.

Overview

16
16
years of professional experience

Work History

Director Customer Engagement/Sales

UniGroup
03.2020 - Current
  • Worked closely with organizational leadership and board of directors to guide operational strategy.
  • Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
  • Monitored office workflow and administrative processes to keep operations running smoothly.
  • Monitored and coordinated workflows to optimize resources.
  • Implemented individual coaching practices contributing to Inside Sales Team to increase of 220% year over year in domestic orders booked, as well as increased closing rate from 21% to 30%.
  • Set strategic initiatives in order to increase booked revenue from $1.3 million in 2019 to $4.2 in 2020.
  • Assumed leadership responsibilities for Value-Add programs resulting into 40% adoption on booked orders versus an agency average of less than 5%.
  • Coordinated efforts to launch three new systems into the call center, including Avaya, 3CX, and Verint.
  • Orchestrated and established what an accurate headcount looks like through introducing a headcount calculator in order to gain approval for proper staffing, leading to a sustained abandon rate below 3.5%.
  • Fostered a culture of teamwork and collaboration where employees feel valued and empowered through coaching, effective communication and behavior-based action plans.
  • Created a competitive ranking system in order to gauge overall success, including introducing and implementing a “beat your best” concept.

Manager of Customer Care Training and Delivering

Charter Spectrum
02.2018 - Current
  • Manage the implementation and delivery of training and performance improvements in the Inbound Sales Center(s)
  • Work with Center leaders and operations staff to assess and execute strategies for enhancing performance
  • Measure and evaluate the effectiveness of training programs, including the Advisor New Hire curriculum
  • Manage Inbound Sales Center(s) training delivery team and vendors to implement consistent and effective Charter curriculum
  • Orchestrated and delivered successful launch of Spectrum Mobile Services to over 500 employees
  • Created and implemented evaluation summary reports to ensure a well communicated handoff between the new hire training team to the sales team
  • Lead a team of five corporate trainers responsible for the training of company new hired sales reps, as well as training to the existing 500 plus sales personnel and sales leadership teams
  • Worked closely with Inbound Sales and Operations senior leaders to assess Center performance; identified gaps and key drivers; recommended training solutions and other related strategies for enhancing performance
  • Managed the implementation of the Inbound Sales training curriculum and Leadership Development curriculum within respective Center(s); defined business and performance objectives for Inbound Sales training initiatives
  • Assess student performance during training, and thereafter, to provide relevant coaching and development
  • Measured and evaluated the effectiveness of training in achieving desired outcomes
  • Partnered with the Senior Director Training Delivery on curriculum reviews, additional training requirements and trainer certification for the Inbound Sales organization
  • Determined implementation plans, schedules, resource needs, and supporting logistics for delivery of training initiatives.

Head of Leadership Development and Corporate Training

Custom Communications
01.2016 - 01.2018
  • Recruited to create and lead multiple training initiatives, including leadership development, and new hire training
  • Created and implemented strategy to develop the capabilities and careers or more than 1,000 employees (at peak), at 100+ stores in eight states, leading a team to provide learning strategy, curriculum, operations and technology
  • Led and directed a team of three Corporate Trainers in developing and delivering appropriate curriculum, resources materials, and other learning and development programs to prepare individual contributors, leaders, and the organization for success
  • Set strategic initiatives and goals to support the company’s strategic and operational plans; determined optimal training and development plans, procedures, and programs to meet training and development needs
  • Served as subject matter expert on training, employee/leader development, and talent management
  • Cultivated and designed the Future Leaders program resulting in development of new managers and providing talent for upcoming store acquisitions; orchestrated a structured hiring process resulting in the training of 93 managers
  • Composed new manager training program resulting in the education and development of store leadership; inspired a renovation of new employee hire program
  • Delivered Leaders as Coaches program to develop management on how to coach, mentor, develop and motivate employees
  • Headed the creation of a new Custom University, providing coaching and employee development to new and existing leaders
  • Delegated the training of contract issues resulting in savings of an average of $15,000 per month
  • Served an instrumental role in the increase of customer experience increase by over 10% by creating a designed process to develop employees based off customer feedback.

Director of Sales

AT&T
01.2012 - 01.2016
  • Promoted to oversee operations and performance of 30 retail stores in the entire state of Colorado
  • Provided leadership and direction to five Area Retail Sales Managers and 400 employees to ensure the highest level of customer service by improving team capability, and leading and developing employees for future career growth opportunities
  • Oversaw all aspects of the markets including driving sales metrics, executing operational initiatives, controlling expenses, handling personnel issues, implementing merchandising initiatives, and coordinating sales promotion activities
  • Grew the gross addition intake volume by 25% year over year 2012 – 2013, followed by an additional 25% in 2013 – 2014
  • Orchestrated successful DIRECTV launch as the pilot market and first out-of-footprint market in 2015
  • Created and implemented coaching model by leveraging the Direct Coaching Feedback model creating a winning culture of career development and sales success
  • Tripled year-over-year production on both tablet sales and wireless home phone sales through coaching model development
  • Drove and reinforced an extraordinary experience through training, coaching, and development of best practices and drove a year-over-year customer Willingness to Recommend, which resulted in a 7% lift, the 4th highest lift in the company in 2013
  • Increased subscriber base monthly recurring revenue by $7 million and one-time revenue by $4 million.

Area Retail Sales Manager

AT&T
01.2008 - 01.2012
  • Oversaw operations of six retail stores Southeast Missouri / Southern Illinois to achieve all goals and objectives
  • Inspired, engaged, supervised and led six Store Managers and 90 Sales Associates to grow market share through business and consumer sales, including hiring, coaching, and development; performed site visits to assure optimal store performance
  • Drove the sales activity in the Southern Missouri and Southern Illinois area while realizing 39% growth in sales results which attributed over $11 million in one-time revenue and recurring revenue
  • Provided strategic direction to ensure communication, implementation and execution of marketing & merchandising programs; analyzed business reports and formulated action plans to improve store performance
  • Maximized Direct Coaching Feedback model to develop sales management team’s talents and productivity, which ensured attainment of sales goals and enabled a consistent 33% growth in opportunities and revenue
  • Maintained a top-quartile Leader Engagement index score of the Inspire and Engaged survey which was a result of compelling area incentives, partnership with the supporting Retail Execution and Marketing partners
  • Developed talent of Sales Management team by facilitating various mentoring sessions, engaging vertical partnerships to provide additional business scope and career pathing to sales team, which resulted in an average of 10 people per year being promoted and attrition rate consistently ranking as the lowest in Greater Midwest Region
  • Drove and reinforced an extraordinary customer experience through employee interactions which included store visits, daily manager meetings, skip level market calls while exceeding a 12-month Willingness to Recommend average by over 8% of goal
  • Regarded as Subject Matter Expert on coaching and employee development; facilitated training within the market up to the national level; ensured all store employees in the area properly completed training requirements in a timely manner.

Education

Bachelor of Science in Mass Communication with a Minor in Marketing -

Southeast Missouri State University
Cape Girardeau, Missouri
01.1997

Skills

  • Strategic Planning
  • Leadership Development
  • Employee Training
  • Curriculum Development
  • Sales Management
  • Territory Leadership
  • Business Development
  • P&L / Budget Management
  • Performance Improvement
  • Coaching
  • Wireless Industry
  • Customer Experience
  • Call Center Management
  • Relationship Building
  • Client Satisfaction
  • Staff Management
  • Staff Development
  • Strategies and Goals
  • Training and Development
  • Revenue Generation

Timeline

Director Customer Engagement/Sales

UniGroup
03.2020 - Current

Manager of Customer Care Training and Delivering

Charter Spectrum
02.2018 - Current

Head of Leadership Development and Corporate Training

Custom Communications
01.2016 - 01.2018

Director of Sales

AT&T
01.2012 - 01.2016

Area Retail Sales Manager

AT&T
01.2008 - 01.2012

Bachelor of Science in Mass Communication with a Minor in Marketing -

Southeast Missouri State University

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Lonnie Emmons