Stephen Massey
Oak Ridge,Tennessee
Summary
Established Sales and Operations Executive gifted in new business development and resolving customer issues. Experienced in Saas, operations, start-ups, call center services and leadership.
Overview
20
20
years of professional experience
Work History
Account Executive
TrueAccord
05.2022 - Current
- Attained deep and thorough knowledge of company's products and solutions to help accomplish mutual success and partnership between buyer and seller.
- Negotiated sales deals with enterprise level organizations, resulting in mutually beneficial agreements and cultivated relationships.
- Mastered and constantly improved sales prospecting, follow-up and upsell processes.
- Managed sales cycle to maintain solid customer base.
- Developed and managed strong and growing pipelines of prospective customers.
- Leveraged CRM to collect, organize and manage sales data and customer information.
- Engaged in daily cold calls in-person and via telephone and followed up with small business prospects monthly to verify pipeline sufficiency.
- Monitored sales processes to identify areas in need of improvement and implemented systems to rectify issues.
Director of Site Operations
Avant
09.2019 - 02.2022
- Oversaw day-to-day production activities in accordance with business objectives.
- Defined, implemented and revised operational policies and guidelines.
- Led change and transformation across business areas to deliver benefits and align company resources.
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
- Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.
- Assessed performance management structures and implemented enhancements to improve frameworks and strengthen results.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Documented processes and drafted SOPs to comply with regulations and company policies.
- Monitored and coordinated workflows to optimize resources.
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
- Leveraged analytics to make data-driven and informed decisions about site operations.
- Upheld great standards of leadership for employees, consistently leading by example for best-in-class customer service.
Assistant Vice President-Key Accounts
First Credit Services
03.2018 - 09.2019
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Prospected new business leads through in-person presentations and cold calling.
- Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
- Surpassed growth targets and revenue projections by coordinating and planning sales initiatives.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Redefined scope of engagement and target markets to increase business success rates.
- Prospected new business leads through in-person presentations and cold calling.
- Built and cultivated healthy pipeline of customers interested in partnering with company.
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Generated new contacts through networking and cold calling.
- Worked with service and project management departments to provide total support to clients.
- Executed successful sales strategies to convert leads into customers.
- Collaborated with internal teams to develop account strategy.
- Serviced accounts and proposed new products and services to maximize revenue.
- Leveraged CRM to collect, organize and manage sales data and customer information.
- Attended networking events to build relationships and identify sales opportunities.
Vice President of Client Relations
ABC Financial Services
09.2015 - 11.2017
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
- Resolved issues and recommended actions based on production and compliance reports.
- Identified issues with production, workforce and material sourcing and implemented successful solutions.
- Identified opportunities to improve business process flows and productivity.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Attended trade shows and client meetings, promoting brand and building rapport with prospects.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Communicated progress of monthly and quarterly initiatives to internal and external teams.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Facilitated channel engagement to support territory sales goals.
- Maximized coverage within defined regions to penetrate organizations to utilize products.
- Built deep relationships with store managers, business owners and distribution partner sales teams by employing industry expertise and knowledge, retail strategies and sales tactics.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
Director of Customer Experience
The Rush Fitness Complex
07.2007 - 09.2014
- Spearheaded implementation and development of state of the art customer service and collections departments.
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores. (NPS)
- Collaborated with internal stakeholders to close gaps and improve customer experience.
- Maximized employee engagement by creating multiple contests to inspire associates to perform to measurable goals.
- Evaluated business reports to build action plans to offset negative trends.
- Launched, led and trained a customer experience team in 23 separate locations.
- Generated over 3 million in revenue annually through collection processes and improvements.
- Developed and implemented policies, procedures and process improvement initiatives to boost retention rates, collection revenue and customer satisfaction.
Regional Call Center Sales and Operations Manager
Civic Development Group
09.2001 - 07.2007
- Established and oversaw performance targets for call center associates.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Developed quality employees within call center to take over leadership positions.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Collaborated with training team to boost product support and certification training initiatives.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Developed process controls and metrics for daily management of call center.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Maintained call center equipment in good working order to maximize productivity.
- Determined quality assurance benchmarks and set standards for improvement.
- Hired, supervised and coached employees on sales strategies to optimize performance.
- Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Trained new sales representatives on sales strategies and processes to reduce process gaps.
Education
Associate of Arts -
Somerset Community College
Somerset, KY2019
Bachelor of Arts -
Eastern Kentucky University
Richmond, KY2001
Skills
- Business development and planning
- Territory Management
- Sales Cycles
- Lead Generation
- Knowledgeable in SalesForce, GainSight, ZoomInfo, Groove and Gong
- Sales Funnel Development
- Relationship building and management
- Operations
- Engaging with C-level executives
- Cold Calling and Persuation
Timeline
Account Executive
TrueAccord
05.2022 - Current
Director of Site Operations
Avant
09.2019 - 02.2022
Assistant Vice President-Key Accounts
First Credit Services
03.2018 - 09.2019
Vice President of Client Relations
ABC Financial Services
09.2015 - 11.2017
Director of Customer Experience
The Rush Fitness Complex
07.2007 - 09.2014
Regional Call Center Sales and Operations Manager
Civic Development Group
09.2001 - 07.2007
Associate of Arts -
Somerset Community College
Bachelor of Arts -
Eastern Kentucky University
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