I bring to your organization my results-driven operations experience in sales, marketing and customer service business units. My strong interpersonal skills in managing and collaborating with cross-functional teams will be an asset to your team. I have developed exceptional analytical and problem-solving skills to improve under-performing business units and exceed internal and external client expectations that your company will benefit from. If your organization offers a dynamic, customer and employee focused environment I would thrive by utilizing my leadership and management skills and experience to build employee and client loyalty that results in profitable relationships all.

  • 15 years in the demand generation, customer service and technical support industries.
  • 14 years of leadership experience in business to business and business to consumer organizations spanning multiple countries.
  • Strong ability to quickly assess sales and support operations and implement the proper balance of people, processes, and technologies to improve employee morale, productivity and achieve high client service levels.
  • Proven leadership, communication, team building, strategic planning, and problem solving skills.
  • Solid, experience (12+​years) of call center, floor, agent, supervisor/manager experience.​
  • Fast learner, energetic, takes control, but is also a team player.​
  • Communicates all problems fast, then finds solutions, solves problems and puts out fires quickly.​
  • Strong ability in report running and analysis.​ ​
  • Extensive Experience with outbound dialing and selling campaigns.
  • Recognized for having the ability to develop employee and client focused organizational cultures resulting in significantly higher employee retention and client satisfaction.​

I am seeking an opportunity to leverage my diverse experiences and skills in project, product, client management, sales and marketing operations leadership.

  • Broad skills in all facets of operations, including project/product management, sales and marketing operations, purchasing and inventory control.
  • Strengths in SMB, preparing closely held business operations for transition, leveraging strengths in change management, continuity, and leadership.
  • Engaging, credible, persuasive communicator with excellent consultative sales skills, policy and procedure writing, business proposal writing and training abilities.
  • Recognized by executives, clients, and vendors as a positive, productive peak performer who hits the ground running in new environments and achieves key business goals.

Experienced sales and marketing senior level manager. I've been in management for the last 15 years leading highly successful teams.
WORK HISTORY
Director of Call Center Operations
  • Oversee the day to day operation of the sales floor, including interaction with supervisors & associates
  • Manage budgetary accounting including, but not limited to, monitoring expenses and the development of cost control procedures
  • Focus on a Quality customer experience both with the external and internal customer
  • Guide the coaching and development of any direct report, supervisor, or lead staff
  • Drive sales metrics & call center efficiencies (AHT, schedule adherence, etc.) while working with all teams to identify best practices & develop leadership from within.
  • Lead and assist in managing the center to meet required service levels, client objectives and agent efficiency
  • Develop and implement continuous process improvement plans
  • Support, advise, and administer disciplinary/termination decisions
  • Develop clear understanding of the contract guidelines with all center employees
  • Conduct performance reviews in conjunction with direct reports to maximise performance
  • Liaise with the client’s staff to ensure consistent performance of service according to client’s goals and clients operating contract
  • Ensure building security / site is maintained
  • Create a systematic, timely reporting structure to measure all business activity for client, corporate and internal use
  • Analyze operational outcomes & develop action plans to ensure optimal performance is delivered
Merchandising Manager
  • Adding new vendors
  • Plan and schedule content across the site, analyze metrics, and report on performance
  • Drive internal and external traffic
  • Plan, develop, and execute compelling e-mails and merchandising campaigns
  • Analyze results of merchandising and traffic efforts
  • Work with vendors to create on-brand, best-in-class content
  • Drive site improvements to completion by coordinating with project managers, Web developers, engineers, designers, and other merchandisers
  • Developed and maintained oversight on direct mail catalog campaigns
Retail-CS Marketing Manager
  • Analyze performance of existing online traffic channels including Sponsored Links, Associates and Display Ads
  • Working with internal groups as well as external agencies to develop, execute, and analyze offline traffic driving opportunities including TV, Print and Online
  • Analyze promotional activity and its effect on driving traffic and acquiring new customers
  • Developing project plans for each campaign, including metrics to measure results.
  • Developing and executing, through an email marketing system, campaign setup, testing and deployment
  • Working with the Creative and Sales Teams on the production of email campaign and landing page creative and messaging.
  • Preparing and analyzing reports on the results of all email and online marketing campaigns. Tracking campaigns, preparing post campaign performance reports and making recommendations for optimizing future campaigns.
  • Oversaw inbound/outbound calling activities that were tied directly to net new customers and retention through outsourcing/insourcing
  • Worked closely with the Call Center managers to ensure calling agents were trained and were able to meet metrics that aligned with the Marketing departments overall revenue and performance goals
Jason CortelResume