Martin Sandoval Jr.

The Manager Sales Operations is responsible for coaching and supervising a group of Sales Team Leaders. This position is responsible for driving and improving sales performance while ensuring Client Service Level Agreement and financial expectations are achieved.

Essential Functions/Core Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)

• Responsible for selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements

• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)

• Responsible for achieving monthly sales goals as well as creating an effective and motivating, goal oriented, sales environment

• Create and maximize relationships with client partners

• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance

• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement

• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements

• Trained courses for Comcast HSI, D.T.A, Home networking, and DTV
• Named as one of Concentrix Trainers of the year for 2008
• Attended training for new products with the Client to help improve site metrics, and training methods
• Mentored new program ready trainers during their onboarding process
• Attended meetings as Point of Contact for the Training delivery manager
• Worked together with Curriculum design to Certify Trainers to the new Cable Country process and Smart house accounts
• Traveled to Richmond VA, a Comcast Facility to become certified as the Master Trainer for Comcast
• Helped certify Laredo trainers, and been involved in new curriculum for Comcast
• Participated in a leadership training for Concentrix called Concentrix Future Leaders.
• Identified potential areas where additional resources are needed for successful implementation of new processes or systems.

• Certified to train AT&T IRU Care- training consisted of learning as a customer support specialist
• Completed LEAP training to help push metric and standards on Production Floor.
• Provided constructive feedback and positive reinforcement to keep trainees motivated.
• Implemented and facilitated successful training programs to increase employee engagement, retention and productivity.

Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.

• Identified opportunities for cost savings through process improvements in workforce management practices.
• Provided technical support for internal software applications used for tracking employee hours.
• Provided data-driven recommendations to management regarding staffing strategies and operational efficiencies.

• Learned new projects Video, Cable Order Fulfillment, and ECare
• Became certified as a home agent trainer
• Maintained metrics as both agent and trainer.

• Maintaining hourly metrics and communication between other sites
• Service level and staffing

• Became proficient in learning the advanced troubleshooting skills, Network management and direct support to peers as well as on boarding agents.

• Spent 1 year as a on phone representative for Internet service provider

• Handled a variety scheduled shifts to make sure quality and efficiency was handled by the employees
• Maintained count of registers and deposits on money accrued by workers
• Closing manager; locked up and counted closing deposits
• Responsible for maintaining facilities

• Managed schedules and trained new employees coming in to the restaurant
• Became extremely competent in the regulations of McDonalds

Full-time student with basic introduction classes for Computer Networking Systems Classes- Cisco Training, Microsoft Professional 2003 Suite, Computer Help desk, Computer hardware. Digital Media (Web Design), Video/Audio Editing.