Michael Eastman
Sanford
Summary
Dynamic leader with a proven track record at Amazon Web Services, driving $4.6 billion in new revenue through innovative sales strategies and cross-functional team leadership. Expert in revenue optimization and customer experience transformation, I excel in strategic planning and execution, fostering collaboration to achieve ambitious growth targets.
Overview
17
17
years of professional experience
Work History
Director of Cloud Digital Sales Centers, Americas
Amazon Web Services
09.2020 - Current
- Transformed the Cloud Sales Center from a support model into a full sales cycle, generating $4.6 billion in new revenue, and driving sales growth from $1.1 billion to $6 billion through strategic digital sales initiatives and developing a dynamic inside sales workforce.
- Developed a Revenue Operations (RevOps) model that aligned 14 cross-functional teams for enhanced efficiency and positioned the center to achieve $11 billion in revenue targets by 2026. Additionally, I spearheaded the global launch of the Cloud Sales Center model across the EMEA, LATAM, and APJ regions.
- Analyzed customer data to uncover areas for improvement in product offerings or customer experience delivery.
- Established a comprehensive process for onboarding new employees that included mentorship from experienced peers.
- Defined key performance indicators used by sales teams to measure progress against goals.
- Managed budgeting process for all sales related expenses.
- Negotiated contracts with key customers and suppliers.
- Monitored performance metrics such as ROI, conversion rate, cost per sale.
- Participated in negotiations between partners, suppliers, customers when required.
- Collaborated with marketing teams to create promotional campaigns that increased brand awareness and drove sales growth.
- Conducted regular meetings with sales team to review performance and set goals.
- Worked closely with cross-functional teams such as finance, legal, operations.
- Reviewed sales pipelines on a weekly basis to identify areas for improvement or potential issues.
- Analyzed market trends, competitor activity, customer feedback and business results to develop strategic plans for the organization.
Vice President of Consumer Sales & Service
Generate Life Sciences
Los Angeles
03.2019 - 09.2020
- Created effective communication strategies between management team members and employees at all levels of the organization.
- Collaborated with marketing teams to create promotional campaigns that increased brand awareness and drove sales growth.
- Built strong relationships with internal stakeholders at all levels of the organization.
- Monitored performance metrics such as ROI, conversion rate, cost per sale.
- Prepared monthly reports on key performance indicators for senior management review.
- Created and executed plans for customer acquisition, retention and growth.
- Implemented innovative CRM systems to improve efficiency of lead management processes.
Vice President of Customer Care, Sales, Strategy & Operations
Comcast
03.2015 - 03.2019
- Led National Centers of Excellence focused on enhancing customer experience and optimizing cost-to-serve, managing a diverse team of 4,900 across multiple business units.
- Oversaw support for 27 million residential customers across 39 states, and 12 million B2B customers across 21 states, handling unique sales and service transactions.
- Through strategic leadership and fostering cross-functional collaboration, I drove significant revenue growth from $700 million to $3.1 billion over three years.
- Simultaneously, improved Net Promoter scores for both customers and employees demonstrate a successful balance of financial performance and stakeholder satisfaction.
- Developed and implemented strategies to increase sales volume, market share, and profitability.
- Collaborated with marketing team to develop promotional materials for products and services.
- Managed the day-to-day operations of a sales organization with multiple regional offices.
Senior Director Home Services Contact Centers
The Home Depot
09.2013 - 03.2015
- Led operations for five internal call centers, generating $2.5 billion in annual sales, with direct oversight of 1,900 employees across multiple business units.
- Spearheaded the development and implementation of a National Operating Model that optimized workforce management and enhanced customer sales performance.
- Through strategic organizational alignment and improved cross-functional collaboration among call center locations, we successfully drove Home Services revenue growth while maintaining operational excellence and profitability metrics. Established key performance indicators to track progress toward goals.
- Established key performance indicators to track progress towards goals.
- Provided guidance on best practices in project management to ensure successful outcomes.
- Promoted a culture of collaboration among staff members through regular communication, feedback, and recognition.
- Created policies and procedures to improve operational efficiencies within the organization.
Director & General Manager
Sears Home Services
Lake Mary
02.2008 - 09.2013
- Expanded site operations, focusing on efficiency and customer experience improvements, supporting $800 million in revenue. Led 1,100 employees across multiple home services home improvement products across 56 different lines of business transforming the digital sales model which drove the business to $2.1 Billion in revenue in a 1 year period.
- Collaborated with other departments such as marketing, operations and finance in order to ensure successful outcomes from sales initiatives.
- Developed and implemented sales strategies to maximize revenue growth.
- Resolved customer complaints quickly by providing satisfactory solutions or refunds.
- Negotiated contracts with vendors, suppliers, distributors and other businesses.
- Utilized CRM systems to track leads, manage accounts and monitor competitor activity.
- Conducted market research to identify new business opportunities.
- Analyzed customer feedback to identify areas for improvement in products and services.
- Managed a team of sales personnel to ensure performance goals were met or exceeded.
Education
Chief Revenue Officer Program -
Wharton School of Business
05.2017
Bachelor's Degree - Business Administration
University of Connecticut
Storrs, CT05.1995
Skills
- Revenue optimization and growth strategies
- Multi-site operations management
- Customer experience transformation
- Go-to-market strategy development
- Cross-functional team leadership
- Workforce optimization and cost reduction
- Strategic planning and execution
- Change management
Hobbies and Interests
Private Pilot Flying
CONTACT
- PHONE: 407-404-3423
- LinkedIn: https://www.linkedin.com/in/michael-eastman-28853b157
- EMAIL: Meastman73@msn.com
MILITARY EXPERIENCE
- United States Army – Enlisted Staff Sergeant April 1990 – April 1995
- United States Army – Commissioned 2nd LT April 1995 – August 1996
- Combat Medic
- Advanced Field Combat Life Saver
- Airborne Certified – HALO, LALO & Night Jump
- Air Assault Certified
- Ranger Certified
- Explosives Certified
- Expert Weapons Specialist
- Nuclear, Biological & Chemical Warfare Certified
Timeline
Director of Cloud Digital Sales Centers, Americas
Amazon Web Services
09.2020 - Current
Vice President of Consumer Sales & Service
Generate Life Sciences
03.2019 - 09.2020
Vice President of Customer Care, Sales, Strategy & Operations
Comcast
03.2015 - 03.2019
Senior Director Home Services Contact Centers
The Home Depot
09.2013 - 03.2015
Director & General Manager
Sears Home Services
02.2008 - 09.2013
Chief Revenue Officer Program -
Wharton School of Business
Bachelor's Degree - Business Administration
University of Connecticut
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