Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
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Virginia Carone

Stamford,CT

Summary

Sales and operational leader with a proven track record of empowering teams to excel and exceed aggressive quotas. Recognized as a subject matter expert in call center and business development, management, and growth. Quickly grasps new industries, clients\' needs, organizational pain points, and innovates ROI-focused solutions. Highly engaging with all levels of the company structure, including client decision makers, vendors, and prospects. Passionate about continuous improvement, setting the standard, and exceeding expectations. Skilled in leading and supporting sales operations, staff training, and improving processes/procedures. Unique ability to synergize sales, finance, reporting, analytics, operations, and HR talents for optimal results.

Overview

20
20
years of professional experience

Work History

Vice President of Operations & Delievery

GroundGame.Health
10.2023 - Current
  • Streamlined operational processes by identifying inefficiencies and implementing strategic improvements, resulting in enhanced productivity and performance across the organization.
  • Cultivated robust relationships with clients, vendors, and partners to foster mutually beneficial collaborations that contributed to business growth.
  • Increased company profitability through the implementation of performance optimization strategies and operational efficiency enhancements.
  • Collaborated with the Executive Team to review, identify, and prioritize strategic initiatives, ensuring alignment with organizational goals.
  • Oversaw the development and execution of telephonic strategies for Interactive Voice Response (IVR) systems and integrations to enhance end-user experiences.
  • Established Key Performance Indicators (KPIs) to drive team performance and monitor operational success.
  • Responsible for oversight of training and onboarding for all staff, implementing a Learning Management System (LMS) to facilitate continuous professional development and knowledge retention.

SENIOR DIRECTOR NETWORK SERVICE

Partners In Care Foundation
01.2018 - Current
  • Promoted to a senior level role based on a track record of operational, leadership, and KPI attainment success
  • Spearheaded a statewide network of nurses, social workers, caregivers, and call center staff specializing in identifying, resolving, or escalating in-person and telephonic interventions to proper authorities
  • Administered budget, customer engagement and conversions, outreach, personnel development, and performance
  • Worked with upper level leadership to establish and meet departmental financial benchmarks
  • Led complex acquisitions including contracting, pricing models, and new program implementation
  • Leveraged technical acumen and business management talents to research select, and implement user-friendly programs and databases
  • Liasioned among organizational IT team and 3rd party vendors to address organizational need for electronic medical records, case management software, dialer software, and various IT initiatives.

CONTACT CENTER DIRECTOR

Partners In Care Foundation
01.2017 - 01.2018
  • Leveraged strong team leadership, communication, and operations oversight skills to take on diverse responsibilities including supervision of a high traffic call center using motivational interviewing techniques to successfully register prospects; selection, enhancements, and implementations of new technologies; HR functions, and budget management
  • Oversaw accurate and in-depth outbound satisfaction survey initiatives for multiple programs
  • Collaborated with key decision makers at major health care providers on outreach initiatives
  • Troubleshot legacy systems to upgrade and optimize reporting and analytics — empowering upper level leadership with clear internal performance data with which to make critical decisions
  • Additionally, served as a successful Grant Project Manager — created program workflow, processes and procedures, media, budget, and financial reporting.

SENIOR MANAGER OF OPERATIONS

Time Warner Cable / Spectrum / Charter Communications
01.2017 - 01.2017
  • Partnered with 3 other call centers (CA, TX) in a virtual queue of ~1K front line agents, ensuring a delicate balance among competing priorities/metrics (call arrival patterns, scheduling, HR budget)
  • Recruited top talent, interviewed, and mentored specialized staff such as a report coordinator and business analyst to provide site-level reporting (commission audits, fraud, executive summaries, vendor performance KPIs, general analytics, etc.)
  • Innovated reporting and scheduling solutions based on analytics — gained consensus of leadership to implement and lead training to agents and center management
  • Attained a 14 point improvement in HR metrics (equivalent of hiring an additional ~30 FTE)
  • Worked with high level leadership including the vice president and director of retention in annual performance review reporting, general ad-hoc report generation, data compilation, and analysis.

INBOUND SALES SUPERVISOR/MANAGER

Time Warner Cable / Spectrum / Charter Communications
01.2005 - 01.2014
  • Promoted by upper level leadership based on demonstrated sales and team results to develop mission-critical training programs and evaluate current sales training processes and procedures
  • Additionally, troubleshot sales incentives — improved system to yield a 13% improvement in revenue per call and 93% increase in product sales
  • Supervised and developed a 70+ member team (front line agents, mentors, analysts, sales event coordinator, inbound sales department supervisors, and the new hire nesting team)
  • Continued to strengthen HR, hiring, training, and staff supervision skills — recruited personnel and created new hire training and curriculum
  • Innovated an advanced sales skills program designed to help agents perform active listening and need identification effectively, increasing sales close rates and customer satisfaction
  • Streamlined workflow, standards, and communication — created a train-the-trainer program to ensure coaches were training staff consistently.

Education

Associate of Arts - Psychology

College of The Desert
Palm Desert, CA

Bachelor of Science -

University of Riverside

Skills

  • Strategic planning and execution
  • Organizational Development
  • Cost analysis and savings
  • Business Development
  • Operations Oversight
  • Performance Analysis
  • Process Improvements
  • KPI Tracking

Accomplishments

  • Built strategic partnerships with major national hospital systems, health plans, and government organizations to test and scale innovative service models.
  • Innovated high value partnerships with Best Buy, Circuit City, Wal-Mart and others. Established aggressive, yet realistic sales quotas and managed operations to ensure continuous improvement.
  • Consistently attained record results such as driving conversion rate from 2.3% to ~14% and reach from 86% (commercial) and 95% (Medicaid).
  • Consistently promoted to areas of increased leadership and responsibility — eventually overseeing a 225-member call center, with an ~$18M annual expense budget.
  • Recruited by upper leadership at Time Warner Cable / Spectrum as one of the initial members of the Sales and Movers team, to migrate a new department from under Sales & Retention to a stand-alone entity.

Timeline

Vice President of Operations & Delievery

GroundGame.Health
10.2023 - Current

SENIOR DIRECTOR NETWORK SERVICE

Partners In Care Foundation
01.2018 - Current

CONTACT CENTER DIRECTOR

Partners In Care Foundation
01.2017 - 01.2018

SENIOR MANAGER OF OPERATIONS

Time Warner Cable / Spectrum / Charter Communications
01.2017 - 01.2017

INBOUND SALES SUPERVISOR/MANAGER

Time Warner Cable / Spectrum / Charter Communications
01.2005 - 01.2014

Associate of Arts - Psychology

College of The Desert

Bachelor of Science -

University of Riverside

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Virginia Carone