Valerie Fitzpatrick

Result-driven Inside Sales Director with extensive leading and managing high-performing sales teams in an offshore call center environment. Proven track record of developing and implementing effective sales strategies, driving revenue growth, and optimizing sales processes. Skilled at measuring sales metrics, mentoring teams, and collaborating with cross-functional departments.

Key Accomplishments

• Reported sales metrics to senior management and suggested improvements that could be made to increase the revenue growth.
• Lead inside sales meetings to outline projected goals and marketing campaigns.
• Established ambitious goals for employees to promote achievement and surpass business targets
• Improved profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
• Increased Outbound booking ratio by 25%

Directing Sales Operation Managers to properly manage expectations on performance, business requirements, and overall service delivery by maintaining strong relationships with internal and external stakeholders and team accountable for overall performance execution.

Key Accomplishments

• Demonstrated consistent operational excellence to maintain stellar office reputation. Highest performance metrics achieved out of 5 competing BPOs.
• Drove client retention and increased revenue by driving effective customer relationship management protocols. Increased the billable hours by 8 %.
• Improved training to reduce knowledge gaps and eliminate performance roadblocks.
• Facilitated improvement in sales outcomes by holding performance evaluations to assess team members' strengths and weaknesses and counsel on improvement strategies.
• Established sales goals and strategies that contributed to increased growth in sales and profitability.
• Trained and mentored newer recruiters in successful strategies for areas such as increasing candidate pool, interviewing and qualifying candidates. Doubled the new hire classes in less than 30 days.

Oversaw operations to support revenue growth through increasing customer base and add on services. Focused on strategic planning, development, execution, and directing the operations of the Inbound and Outbound sales teams. Provided management of external business partners including the sharing of best practices and monitoring service agreements to drive long-term business development.

Key Accomplishments

• Oversaw Operations for Call Centers in Iowa, Georgia, Arizona and California. Managed over 500 Telesales agents in multiple verticals including; Inbound direct to consumer, outbound renewals, chat, outbound e-commerce leads, Inbound real estate sales, welcome aboard and support departments.
• Handled the relationship of Response Mine (BPO) for American Home Shield. Accountable for the Inbound Inside Sales and Outbound Welcome aboard accounts.
• Maintained the highest Inbound conversion within my team at 36% compared to global average of 31%. The 16.13% over the average brought in $15,565,100 in revenue.
• Increased outbound renewal conversion from 16% to 21%. The 31.25% increase brought in $2,242,500 in revenue.
• Rolled out the cross selling of ADT home security systems adding additional $550,000 in revenue
• Led a task team to promote the added service of Asurion electronics. Attachment rate goal was 20%, achieved 27%, a 35% improvement over goal.
• Executed support for development, testing, user acceptance and implementation of multiple new technology platforms.
• Passed 100% Payment Card Industry Data Security Standard ( PCI DSS) audits by maintaining compliance.
• Managed profit and loss by forecasting labor, expenses and reviewing financial reports for multiple departments.
• Facilitated the start up of Telesales in California, Georgia, & Arizona from recruiting, interviewing hiring managers, supervisors, trainers, and front line sales agents.
• Participated on multiple tasks teams working with company executives. Developed objectives and strategies collaborating on quality metrics and key performance (KPI), as well as strategizing with cross-functional teams on improvement measures related to quality. QA